Overview
This Refund Policy explains when Altox may issue refunds for purchases. Product-specific terms shown at checkout may apply. Nothing in this policy removes a consumer right that cannot lawfully be excluded.
1. Refund window
Where an eligible first-time purchase has a refund window, the request must be submitted through the official support channel within 24 hours of the initial payment. A request is not automatically approved merely because it is submitted within the window; eligibility depends on the service and the conditions below.
2. Non-refundable services and charges
Unless the order or applicable law states otherwise, dedicated IP addresses, domain registrations or renewals, setup fees, custom configurations, add-ons and services terminated for material policy violations are non-refundable. VPS services are non-refundable where the applicable product terms expressly identify them as such.
3. Refund review
Refunds may be declined where there is evidence of abusive or illegal use, material resource abuse, fraud, a prior chargeback or a request outside the applicable refund period. Altox may review relevant service activity to determine eligibility.
4. Payment disputes and chargebacks
If you believe a charge is incorrect, contact support first so the issue can be reviewed. A payment dispute may result in temporary suspension while the payment provider or Altox investigates. Nothing in this section limits a right to use a lawful payment-dispute process.
5. Refund method
Approved refunds are normally returned through the original payment method, subject to the payment provider's capabilities and processing timelines. Transaction or gateway charges may be excluded where permitted and disclosed.
6. Cancellation
Cancel recurring services through the client area before the next renewal where cancellation is available. Cancellation stops future renewal; it does not automatically reverse an already processed charge.
7. SLA credits
SLA service credits are different from refunds. Where an SLA applies, credits are handled according to the Service Level Agreement and are normally applied to future eligible invoices rather than paid as cash.
8. Fraud prevention
Altox may request verification, delay provisioning, cancel suspicious orders or decline a transaction where necessary to reduce fraud and protect the platform and payment ecosystem.
9. Changes
This policy may be updated for future purchases. The applicable policy should be reviewed before ordering.