Last Updated: January 2026 • Transparent & Customer-First Invoicing
1. Overview
At Altivora Hosting, we strive to deliver enterprise-grade performance and high availability. If you are unsatisfied with your hosting service for a valid technical or performance reason, this policy outlines the terms, conditions, and procedures for cancellation and refund requests.
2. Eligible Services & Refund Windows
Standard VPS & Web Hosting Plans: First-time orders are eligible for a 24 to 72-hour money-back guarantee from initial provisioning if our service fails to meet our published technical specifications.
Billing Errors & Duplicate Payments: Any inadvertent double-charge or overpayment is 100% refundable upon verification.
Account Credit Option: Customers may choose to receive refunds as immediate Altivora Account Credits (with zero processing deduction) or back to the original payment source.
3. Non-Refundable Services
The following products, licenses, and custom services are strictly non-refundable once allocated:
Dedicated Servers and custom hardware build orders.
Dedicated IP address allocations and subnets once assigned by ARIN/RIPE/APNIC.
Domain name registrations, renewals, and domain transfers.
Software licenses (cPanel, Plesk, Windows Server, LiteSpeed).
Accounts terminated due to Acceptable Use Policy (AUP) violations, abuse, or DDoS origination.
4. Cancellation Process
To cancel a recurring service and avoid future renewals:
Log in to the Altivora Client Portal (/billing/clientarea.php).
Navigate to Services → My Services and select the active product.
Click Request Cancellation (choose "Immediate" or "End of Billing Period").
Backup all your data before the scheduled cancellation date.
5. How to Request a Refund
To submit a refund claim:
Open a support ticket with the Billing Department via the client portal, or email [email protected].
Include your Invoice Number, Service Name, and the specific reason for your request.
Refund requests are reviewed within 24-48 business hours. Approved refunds back to bank cards or UPI typically settle within 5-7 business days depending on your financial institution.
