Refund Policy LuxHost

1.1. This Refund Policy (the "Policy") is an integral part of the LuxHost Terms of Service (the "Terms") between Great Flower, a business registered in Israel under registration number 342667532, Rozmarin 12, Be'er Sheva 8465059, Israel (the "Provider"), and the User. Capitalised terms have the meaning given in the Terms.

1.2. In the event of a conflict between this Policy and the Terms on matters of refunds, this Policy prevails.

1.3. The Services are intended for business use. Where the mandatory law of the User's habitual residence grants a User who qualifies as a consumer broader rights of cancellation or refund, those rights apply in addition to this Policy.

2.1. The Balance is a prepayment for Services. Funds on the Balance that have not been applied to any Service are refundable under Section 3. Funds that have been applied to a Service are refundable only in the cases listed in Section 4.

2.2. Refunds are made only to the payment method (card, account or wallet) from which the payment was received, in the currency of the original payment. Refunds to other persons or to other payment methods are not made.

2.3. Fees of banks, payment providers and blockchain networks charged on the original payment or on the refund are not reimbursed and may be deducted from the refund. Exchange-rate differences are not compensated.

3.1. Top-ups made by bank card. The User may request a refund of the unused part of a card top-up within 48 hours of the moment the funds were credited to the Balance, provided the Account is active and has not been suspended for breach of the Terms. The refund is made to the original card, net of the fees under Section 2.3. The time of receipt of the request in the ticket system or the Telegram bot is decisive.

3.2. Requests submitted after the 48-hour period are declined. The funds remain on the Balance and may be used to pay for any Services; they are not withdrawable.

3.3. Top-ups made in cryptocurrency, and by other methods for which the payment provider does not support refunds, are non-refundable under this Section 3, except as provided in Section 3.6 and Section 4. Bonuses, promotional credits, referral credits and other amounts credited by the Provider are non-refundable.

3.4. Where part of a top-up has been applied to Services within the 48-hour period, only the unused remainder of that top-up is refundable; where several top-ups have been made, they are deemed used in the order in which they were made (first in, first out).

3.5. On closure of the Account at the User's request, any Balance that is not refundable under this Section is forfeited. The User should apply the Balance to Services before requesting closure.

3.6. Termination by the Provider without cause. If the Provider terminates the Agreement under Section 18.3(a) of the Terms, the unused Balance is refunded regardless of the 48-hour period: card top-ups to the original card, and cryptocurrency top-ups to the wallet address from which they were received, where the payment provider or network allows it.

3.7. Termination for breach. If the Provider suspends or terminates the Agreement or a Service for breach of the Terms (Sections 6.5, 8.8, 8.9, 10.4 and 18.3(b) of the Terms), the Provider may set off against the Balance all amounts owed by the User, including the fees under Sections 6.3 and 8.8 of the Terms and the Provider's documented costs and losses caused by the breach. The remaining Balance is not refundable. The Provider may, at its sole discretion, refund all or part of it where the breach was not material.

4.1. Fees debited for a Service are non-refundable, including where the User cancels the Service before the end of the Billing Period, does not use the Service, or where the Service is suspended or terminated for breach of the Terms, except in the following cases:

4.2. Refunds under Section 4.1 are credited to the Balance or, at the User's request, returned to the original payment method net of the fees under Section 2.3: to the original card for card payments and, for cryptocurrency payments, to the wallet address from which the payment was received, where the payment provider or network allows it.

4.3. Except under Section 4.1(b) and (c), the following are not refundable in any circumstances: fees for registered, renewed or transferred domain names, including country-code domains; redemption and transfer fees; setup fees (other than under Section 4.1(a)); fees for additional IP addresses once allocated; and fees for the current Billing Period of a Service that the User has used.

4.4. Refunds under this Section 4 are not subject to the 48-hour period in Section 3.1.

5.1. Before disputing a payment with a card issuer or payment provider the User must submit a claim through the ticket system. The Provider responds to refund-related claims within 14 calendar days.

5.2. A chargeback filed without a prior claim, or for a Service that has been delivered, is treated as a breach of the Terms: the Provider may suspend the Account and the Services until the dispute is resolved, charge a handling fee of USD 25 per disputed transaction and deduct the disputed amount and the fee from the Balance. If the dispute is resolved in the User's favour, the Account is restored upon settlement of any outstanding amounts.

6.1. Refund requests are submitted through the ticket system at https://app.luxhost.cc/support or the Telegram bot at https://t.me/LuxHostSupport_bot, stating: the Account email or login; the date, amount and method of the payment; the Service concerned, if any; and the reason for the request. The time of receipt in the ticket system or bot is the time of the request.

6.2. The Provider may ask the User to confirm that the request originates from the holder of the Account and of the payment method.

6.3. The Provider reviews the request and, if it is approved, initiates the refund within 14 calendar days of receipt of the request or of the additional information requested. The time taken by the issuing bank or payment provider to credit the funds is outside the Provider's control and is not included in this period.

6.4. The Provider may refuse a refund where the request is abusive, where the Account has been used in breach of the Terms, or where the refund would be unlawful, for example under sanctions or anti-money-laundering rules.

7.1. The Provider may amend this Policy in accordance with Section 16 of the Terms. The version in force at the time a request is submitted applies to that request.