At ServerMart.net, we strive to provide high-quality hosting, domain, and server solutions. We understand that sometimes a service may not meet your expectations. This policy outlines the terms under which refunds are applicable or not.

Please read this policy carefully before purchasing any service. By completing a purchase, you agree to the terms of this Refund Policy.

1. 30-Day Money-Back Guarantee (Shared & Reseller Hosting)

We offer a 30-day unconditional money-back guarantee on our Shared Hosting and Reseller Hosting plans.

What this means:

If you are not satisfied within the first 30 days from the date of purchase, you may request a full refund of the hosting fee.
This guarantee applies to the first term of your subscription (not renewals).

What is covered under this guarantee:

The cost of the hosting plan itself.
Any setup fees (if applicable).

What is NOT covered under this guarantee:

Domain Name Registration: Domain names are non-refundable once registered (see Section 5).
Add-on Services: SSL certificates, site migration fees, dedicated IPs, WHMCS licenses, or any third-party software licenses purchased through us.
Overages: Any charges for exceeding bandwidth, disk space, or resource limits.
Domain Privacy Protection: Once activated, this service is non-refundable.

2. VPS, Dedicated Servers & Cloud Services

Due to the nature of provisioning dedicated resources, the refund policy for these services is different:

VPS (Virtual Private Server): We offer a 7-day money-back guarantee. No refunds will be issued after 7 days from the invoice date.
Dedicated Servers & Bare Metal: No refund is offered on dedicated servers due to the immediate hardware reservation and resource allocation.
Cloud Elastic Compute: Refunds are provided on a prorated basis only for hardware issues or service outages (SLA credits), not for customer change of mind.

Important for VPS/Dedicated: Refunds exclude any setup fees, IP allocations, or add-on services.

3. Domain Name Refunds

Domain name registration and renewal fees are non-refundable.

Once a domain name is registered or renewed, the registry (e.g., .com, .net, .bd) records the ownership. We cannot reverse this process. This includes:

New domain registrations
Domain renewals (even if done in error)
Domain transfers (incoming)

Exception: If we are unable to successfully register the domain name due to a technical error on our end, a full refund will be issued.

4. Add-on Services & Third-Party Products

The following services are non-refundable once delivered or activated:

SSL Certificates (unless the certificate fails to be issued due to a system error)
SiteLock or other security add-ons
SEO tools or marketing credits
Website migration services (unless we failed to complete the migration)
Any software license (cPanel, WHMCS, JetBackup, etc.)

5. Conditions for Refund Eligibility

We reserve the right to deny a refund request if the customer has violated our Terms of Service or Acceptable Use Policy, including:

Hosting illegal content, phishing sites, or spam.
Using excessive resources that negatively affect other server users.
Creating multiple accounts to abuse the refund policy.
Accounts with active chargebacks or fraudulent disputes.

6. How to Request a Refund

To request a refund, please follow this process:

Cancel Your Service: First, cancel your hosting package from your Client Area (Account Control Panel) to stop auto-renewal.
Open a Support Ticket: Go to your Client Area → Support → Open New Ticket. Select “Billing” as the department.
Provide Details: Include your invoice number, the service name, and a brief reason for the refund request.
Processing Time: Refunds are typically processed within 5-10 business days.

Note: Refunds will be issued via the original payment method. If the original method is not available (e.g., cash deposit), we may issue a credit to your account.

7. Refund Timeframes by Payment Method

8. Cancellation Policy

Shared/Reseller Hosting: You may cancel at any time. No refund is provided beyond the 30-day guarantee period. Service will continue until the end of your billing cycle.
VPS / Dedicated: You must submit a cancellation request at least 7 days before the next renewal date to avoid being charged.

9. Chargebacks & Disputes

If a customer initiates a chargeback or payment dispute with their bank or payment provider before contacting us for a refund, we will:

Immediately suspend all services associated with the account.
Bill the customer for all administrative fees incurred (typically 5,000 BDT or $50 USD).
Per our Terms of Service, any refund will be forfeited, and the account will be permanently terminated.

We strongly encourage you to contact our support team first. We will resolve most issues amicably.

10. Modifications to This Policy

ServerMart.net reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on this page. Your continued use of our services after changes constitutes acceptance of the new terms.