1. Scope and Relationship with the Terms

1.1. This Refund and Cancellation Policy ("Policy") governs cancellations, withdrawals, refunds, account balances, automatic renewals, and related matters concerning the Services provided by WEBRAIN OÜ ("Company", "we", "us", or "our").

1.2. This Policy forms an integral part of the Terms of Use. Capitalized terms not defined in this Policy shall have the meanings assigned to them in the Terms of Use.

1.3. Certain rights described in this Policy, including statutory withdrawal rights, apply only to Consumers as defined under applicable law and do not apply to Business Customers acting for purposes related to their trade, business, craft, or profession. For the purposes of this Policy, "Consumer" means a natural person acting for purposes outside their trade, business, craft, or profession; "Business Customer" means any individual or entity acting for purposes related to their trade, business, craft, or profession. Where it is unclear whether a Customer qualifies as a Consumer or a Business Customer, Company may request reasonable clarification.

1.4. Nothing in this Policy limits any mandatory rights granted to Consumers under applicable consumer protection laws.

2. Statutory Right of Withdrawal

2.1. Where applicable under European Union consumer protection laws, Consumers may withdraw from a Service agreement within fourteen (14) days from the date of purchase without providing a reason.

2.2. Services are generally activated and made available shortly after purchase. A Service is considered commenced once it has been provisioned and access to the Service has been made available to Customer.

2.3. To exercise the right of withdrawal, Customer must submit a clear request through the Company's support channels before the expiration of the applicable withdrawal period.

2.4. Where a Consumer validly exercises a statutory right of withdrawal after a Service has commenced, Company may deduct the value of the portion of the Service already provided prior to receipt of the withdrawal request, as permitted by applicable law.

2.5. Any refund under this Section shall generally reflect the value of the unused portion of the applicable Service period after deduction of the value of Services already provided prior to the withdrawal request, as permitted by applicable law.

2.6. Refunds granted under statutory withdrawal rights shall generally be issued using the original payment method. Where refund through the original payment method is not technically available due to limitations of the applicable payment processor, Company may offer an alternative refund method or credit the refund to Customer's Account Balance.

3. Exceptions and Limitations

3.1. Statutory withdrawal rights do not apply to Business Customers.

3.2. Certain Services, products, licenses, certificates, or third-party offerings may be excluded from statutory withdrawal rights where permitted by applicable law.

3.3. Third-party products and services may be subject to additional restrictions imposed by their respective providers.

3.4. Nothing in this Section shall affect any refund rights expressly granted elsewhere in this Policy or required by applicable law.

4. Refunds Resulting from Service Issues

4.1. If Company is unable to provision or provide a purchased Service due to circumstances within Company's control, Customer may be entitled to a full refund.

4.2. If a Service materially differs from the specifications purchased by Customer, Company may first offer to correct, replace, reconfigure, or otherwise bring the Service into conformity with the order.

4.3. Where Company successfully remedies the issue within a reasonable period of time, no refund shall be required.

4.4. If the issue cannot reasonably be corrected, or Customer declines a proposed correction, Company may provide a refund or another appropriate remedy.

4.5. Verified unauthorized transactions may be refunded in accordance with applicable law and payment provider requirements.

4.6. Temporary service interruptions, outages, or downtime do not automatically entitle Customer to a refund. Company may, at its discretion, provide compensation, account balance credits, service extensions, or other remedies on a case-by-case basis.

4.7. Service unavailability resulting from restrictions, filtering, or blocking imposed by internet service providers, regulatory authorities, or technical filtering systems in Customer's country or region of access does not constitute a basis for refund. Such restrictions are outside Company's control and do not affect the operational status of the Service.

5. Goodwill Refunds

5.1. Goodwill refunds are voluntary accommodations offered by Company in circumstances where Customer is not otherwise entitled to a refund under applicable law, the Terms of Use, or this Policy.

5.2. All goodwill refund requests are reviewed individually and granted solely at Company's discretion. Company may consider goodwill refund requests submitted within a reasonable period from the date of purchase or cancellation of the applicable Service. Requests submitted after an extended period may be declined at Company's discretion.

5.3. Company may approve, decline, or offer an alternative resolution for any goodwill refund request.

5.4. Approved goodwill refunds may be credited to Customer's Account Balance or provided through another method determined by Company.

5.5. Where a Service has been activated, provisioned, or otherwise commenced, Company may reduce any goodwill refund to account for provisioning, operational, administrative, processing, licensing, and other costs incurred in connection with the Service.

5.6. For certain Services cancelled during the first month of the applicable Service period, Company may apply a deduction of up to twenty-five percent (25%) of the Service fee when determining a goodwill refund.

5.7. For Services purchased with billing periods exceeding one month, any deduction described in Section 5.6 shall generally apply only in relation to the first month of the applicable Service period.

5.8. Goodwill refunds are not available where Services have been terminated due to Customer's violation of the Terms of Use, abuse of the Services, fraudulent activity, or other misconduct attributable to Customer.

6. Account Balance

6.1. Account Balance represents funds available for payment of eligible Services offered by Company.

6.2. Funds available in the Account Balance may be used to purchase or renew eligible Services offered by Company.

6.3. Account Balance may not be transferred, assigned, sold, or otherwise moved between accounts, except where expressly approved by Company.

6.4. Promotional credits, bonus credits, compensation credits, marketing credits, and similar non-cash credits have no cash value, are not transferable, and are not refundable.

6.5. Upon a verified request for account closure or deletion, Customer may request a refund of any eligible unused monetary funds remaining in the Account Balance.

Company may require reasonable verification, determine the eligibility of the remaining balance for refund, and exclude promotional credits, bonus credits, compensation credits, marketing credits, and other non-cash credits from such refund.

Where a refund is approved, Company may process such refund using the original payment method or another refund method permitted under this Policy.

6.6. Company may request reasonable information necessary to verify ownership of the account and eligibility for any refund requested under this Section.

7. Non-Refundable Services

7.1. The following products and services are generally non-refundable:

• SSL certificates;
• license fees, including but not limited to cPanel, Plesk, Windows Server, DirectAdmin, and similar software licenses;
• products, services, or fees provided by third parties where refunds are not available from the applicable provider.

7.2. Any dedicated server setup, provisioning, installation, deployment, or similar activation fees are non-refundable once incurred.

7.3. Nothing in this Section limits any refund rights that may be required under applicable law.

8. Automatic Renewals and Renewal Payments

8.1. Services enrolled in Auto-Renewal may be renewed automatically using a saved payment method in accordance with the Terms of Use.

8.2. Renewal payments are subject to this Policy in the same manner as initial purchases of Services.

8.3. A renewal payment does not become non-refundable solely because it was processed through Auto-Renewal.

8.4. Disabling Auto-Renewal affects future renewal attempts only and does not cancel, reverse, or refund any renewal payment already successfully processed.

8.5. Customers remain responsible for reviewing the status of Auto-Renewal and their saved payment methods through the Customer Portal.

9. Cancellation of Services

9.1. Customers may cancel Services in accordance with the procedures made available through the Customer Portal or other support channels designated by Company.

9.2. Cancellation of a Service and exercise of a statutory right of withdrawal are separate processes governed by different provisions of this Policy.

9.3. Unless otherwise stated, cancellation of a Service does not automatically entitle Customer to a refund.

9.4. Disabling Auto-Renewal does not constitute cancellation of a Service and does not affect the availability of the Service during the current paid Service period.

10. Fraud, Abuse, Chargebacks, and Violations

10.1. Services terminated due to Customer's violation of the Terms of Use, abuse of the Services, fraudulent activity, unlawful conduct, or other misconduct attributable to Customer are not eligible for refunds.

10.2. Company reserves the right to investigate refund requests, disputed transactions, chargebacks, and suspected fraudulent activity.

10.3. Where a transaction is disputed or a chargeback is initiated, Company may contact Customer in an effort to investigate and resolve the matter.

10.4. Service unavailability, suspension, blocking, filtering, or access restrictions caused by internet service providers, regulators, network operators, governmental authorities, sanctions regimes, or similar third-party actions outside Company's control shall not constitute grounds for chargebacks, disputes, or refund claims.

11. Refund Methods and Processing Times

11.1. Refunds shall generally be issued using the original payment method. Where this is not reasonably practicable, Company may approve an alternative refund method or payment destination following appropriate verification procedures.

11.2. Where refunding through the original payment method is not reasonably practicable, Company may, at its discretion, provide an alternative refund method or credit the refund to Customer's Account Balance.

11.3. Approved refunds are generally processed by Company within fourteen (14) calendar days.

11.4. After Company has processed a refund, the time required for the funds to be credited back to the original payment instrument or other applicable refund destination may depend on the policies and processing times of banks, payment service providers, card issuers, or other financial institutions, which are outside Company's control.

11.5. Company may require identity verification, account ownership verification, source-of-funds verification, compliance checks, or additional documentation before processing a refund where reasonably necessary for security, fraud prevention, anti-money laundering (AML), sanctions compliance, legal, regulatory, or operational purposes.

11.6. Failure to provide requested verification information within a reasonable period may result in the refund request being delayed, suspended, or declined where permitted by applicable law.

11.7. Where the original payment was made in cryptocurrency, any approved refund shall be issued in the USD amount received by Company at the time of the original transaction, unless otherwise required by applicable law.

12. VAT and Tax Treatment

12.1. Where VAT was charged as part of the original transaction, any VAT refund shall be processed in accordance with applicable tax laws and regulations.

12.2. If a refund is issued for only part of a transaction, any VAT adjustment may be made proportionally to the refunded amount.

12.3. Business Customers remain responsible for their own tax reporting and VAT recovery obligations where applicable.

13. Contact Information

13.1. Requests relating to withdrawals, cancellations, refunds, or other matters governed by this Policy may be submitted through:

• support@ishosting.com;
• the support ticket system available within the Customer Portal.

14. Governing Law and Dispute Resolution

14.1. This Policy shall be governed by and interpreted in accordance with the laws of the Republic of Estonia and applicable European Union legislation.

14.2. Any disputes arising out of or relating to this Policy shall be resolved in accordance with the dispute resolution provisions contained in the Terms of Use.