Refund, Cancellation & Account Credit Policy

Last Updated: October 25, 2026 • Governing: Virtual Private Servers, Dedicated Bare-Metal, IP Subnets & Cloud Services

1. Overview & Preamble

At Altivora Hosting("Company", "we", "us", or "our"), we provide high-performance cloud compute, unmetered network transit, and mission-critical enterprise hosting. Because infrastructure provisioning involves substantial upfront hardware reservations, dedicated IP allocations from regional registries (APNIC/RIPE), and non-recoverable carrier transit commits, this policy governs the exact conditions under which cancellations, refunds, and account credits are granted.

By purchasing any service from Altivora, you acknowledge and agree that your commercial transaction is governed strictly by the terms set forth herein.

2. Standard Resolution: Exclusive Altivora Account Credit Mandate

Except where mandatory statutory exceptions apply under Section 3, all approved service refunds, goodwill concessions, Uptime SLA adjustments, and voluntary cancellation credits are issued EXCLUSIVELY in the form of Altivora Account Credits.

2.1 Non-Withdrawable & Non-Liquidatable

Altivora Account Credits represent prepaid service balance within our client billing portal. Account Credits are strictly non-transferable, non-refundable to bank accounts, cannot be converted to physical cash, and cannot be liquidated to credit cards, PayPal, or UPI payment sources.

2.2 Infinite Validity & Full Utility

Altivora Account Credits never expire. They can be applied freely towards any future invoice, including VPS renewals, new server deployments, bandwidth expansions, IP add-ons, or custom gaming infrastructure.

2.3 Taxes & Payment Gateway Charges Are Non-Refundable

Every refund, account credit and goodwill concession is calculated on the pre-tax service amount only. Taxes (GST / VAT) charged on an invoice and payment gateway processing charges (Razorpay, PayPal and bank fees) are non-refundable and are deducted before any account credit or refund is issued.

3. Statutory Exceptions: Refunds to Original Payment Source

In strict accordance with the Indian Consumer Protection (E-Commerce) Rules, 2020and international merchant compliance, a refund will be returned directly to the customer's original payment method (Credit Card, Debit Card, UPI, or PayPal) solely under the following conditions. Taxes and payment gateway charges remain non-refundable under every section of this policy, except that an exact duplicate charge under 3.2 is returned in full:

3.1 Total Non-Delivery / Inventory Exhaustion by Altivora

If Altivora is unable to fulfill or provision an ordered service due to verified hardware stockouts, datacenter capacity limits, or provisioning impossibility, and the order is cancelled by Altivora prior to service handover, the client is entitled to a full 100% refund to their original payment method within 5–10 business days.

3.2 Verified Duplicate Payment Transactions

If an automated gateway timeout or client checkout glitch causes a single invoice to be billed more than once, the duplicate excess charge will be refunded immediately back to the original source upon automated verification.

3.3 First-Time VPS 48-Hour Technical Failure Window

For first-time orders on standard shared virtual instances (Standard KVM VPS), a refund may be requested within48 hours of initial delivery if our infrastructure demonstrably fails to meet our published technical specifications and our engineering desk is unable to resolve the underlying core hypervisor defect.

4. Strictly 100% Non-Refundable Enterprise Services

Due to substantial upfront hardware reservations, non-recoverable colocation allocations, and contractual transit fees, the following services are 100% strictly NON-REFUNDABLE under any circumstances (neither cash nor credit):

🖥️ Dedicated Bare-Metal Servers

Physical hardware assembly, custom rack cabling, IPMI provisioning, and non-recoverable power port reservation.

🛡️ Cloudflare Spectrum & Anycast DDoS Add-ons

Dedicated reverse proxy application slots, custom Anycast routing profiles, and real-time edge scrubbing capacity.

🌐 Dedicated IP Subnets & Custom Routing

Regional Internet Registry (APNIC/RIPE) assignment fees, BGP announcements, and PTR database entries.

🔑 Third-Party Software Licenses & OS

cPanel/WHM, Plesk, Windows Server CALs, LiteSpeed Web Server, and custom proprietary modules.

🔄 Active Service Renewal Invoices

Invoices paid for existing, actively provisioned services renewing for subsequent billing terms.

⚠️ Terminated or Suspended Accounts

Any account suspended or terminated due to Terms of Service, Acceptable Use, or abusive behavior forfeits all rights.

5. Customer Configuration Errors & Unmanaged Boundaries

As established under our Scope of Support Policy, Altivora delivers unmanaged infrastructure. No refunds, credits, or charge adjustments shall be issued for:

Proxy Protocol mismatches (e.g., enabling HAProxy headers on a game proxy without edge configuration, or vice versa).
Customer software bugs, unoptimized plugins, memory leaks, or Java/Node.js application crashes.
Local firewall lockouts, iptables misconfigurations, or self-inflicted port blocks.
Third-party residential ISP peering anomalies, CGNAT routing drops, or regional telecommunications outages outside our datacenter core.

6. Strict Anti-Chargeback & Dispute Penalties

Clients agree to resolve all billing inquiries exclusively through our internal support ticket system prior to contacting banks or card issuers. Filing an unauthorized chargeback or payment dispute without prior written communication constitutes fraud and a material breach of contract.

Immediate suspension and permanent termination of all active services and infrastructure associated with the account.
Complete forfeiture of all customer files, databases, automated backups, and accumulated Account Credits.
Assessment of a mandatory ₹3,500 ($45.00 USD) administrative dispute resolution fee per chargeback incident.
Permanent blacklisting of customer identity, billing address, IP history, and payment accounts across global fraud registries.

7. Cancellation & Refund Request Procedure

Log in to your authenticated client portal at Client Dashboard.
Navigate to your active service instance and click Request Cancellation (Immediate or End-of-Billing-Period).
Submit an official ticket under the Billing Department detailing the technical or operational basis for your request.

Approved Account Credits are credited immediately to your client wallet upon ticket resolution. In statutory exception cases, bank card or UPI refunds are initiated within 5 business days and clear per your bank's processing timetable.

For any billing inquiries or assistance, contact our billing desk at [email protected].