Refund Policy

Last updated: April 2, 2025

Zebra Hosting Cloud is committed to delivering reliable, high-quality hosting services. We want you to feel confident when choosing us. This policy outlines the conditions under which refunds may be issued.

Important — Panel Access Condition

Refunds are only eligible if you have not logged into the client panel or control panel after your purchase. Once you sign in to your panel, the service is considered accessed and used, and you forfeit the right to a refund regardless of the plan type or time elapsed. This applies to all hosting plans.

1. 30-Day Money-Back Guarantee

Shared hosting and WordPress hosting plans are covered by a 30-day money-back guarantee, subject to the panel access condition above. If you are not satisfied with your service and have not logged into your control panel, you may request a full refund of the hosting fee within 30 days of your initial payment. This guarantee applies to first-time purchases only and is not available on plan renewals or upgrades.

The following are excluded from the money-back guarantee:

  • Any account where the client panel or control panel has been accessed at least once
  • Domain registration and transfer fees (these are non-refundable once processed)
  • SSL certificates once issued
  • Add-on services or third-party integrations
  • Accounts suspended or terminated due to violations of our Terms of Service or Acceptable Use Policy

2. VPS & Dedicated Servers

VPS and dedicated server plans are provisioned specifically for each customer and are generally non-refundable once the server has been delivered and access credentials provided. Resources are allocated and reserved at the time of order.

Exceptions may be considered in the following circumstances:

  • The server was never provisioned or access credentials were never delivered due to a failure on our side
  • A confirmed, unresolved service failure occurred that rendered the server entirely unusable for an extended period (72+ hours) and was directly caused by our infrastructure

Any exception refunds for VPS or dedicated servers are issued at our sole discretion and may be prorated based on unused service time.

3. Service Credits

In cases where a full refund is not applicable but a service disruption occurred, we may offer account credit at our discretion. Credits are applied to your account balance and can be used toward future invoices. Credits are non-transferable and have no cash value.

4. Renewals

Renewal payments are not eligible for refunds once processed. We send renewal reminders to your registered email address in advance of your service expiry date. It is your responsibility to cancel the service before the renewal date if you do not wish to continue.

5. Chargebacks & Payment Disputes

We strongly encourage you to contact our support team before filing a chargeback or payment dispute with your bank or card provider. Most issues can be resolved quickly through our support channels. Unauthorized chargebacks may result in immediate account suspension and could be subject to dispute by us with your payment provider.

6. How to Request a Refund

To submit a refund request:

  1. Log in to your client area and open a support ticket, or use the contact form on our website
  2. Include your registered account email address and order reference number
  3. Briefly describe the reason for your refund request

We aim to review all refund requests within 2 business days. Approved refunds are processed within 5–10 business days and returned to the original payment method used at checkout. Processing times may vary depending on your bank or card issuer.

7. Contact

For any questions about this Refund Policy, please reach out to our support team via the client area or the contact form on our website.