What is your money-back policy?

What is your money-back policy?

zCloud has a refund policy for all new Shared, Reseller, VPS hosting, and Dedicated servers purchases. Private email subscriptions and renewals of any services (hosting packages, Private email subscriptions) are non-refundable.

PLEASE NOTE: Purchases made with credit cards or PayPal can be refunded to the source of payment. Payments made with zCloud funds (in case the money came from Bitcoin) can be refunded to the zCloud account balance only.

Please note that zCloud is not responsible for any additional charges that PayPal or credit card companies may take.

Cancellation procedure

If you would like to cancel your hosting package, follow the steps below:

    • Sign into your zCloud account
    • Mouse over the Account option in the upper right corner of the page and choose Domain List or choose the Domain List menu in the left sidebar
    • Click on the Manage option in front of the hosting service associated with your domain name
    • Click on the Cancel service button next to the package in question:
  • Fill in the cancellation form with your feedback and click on the ” I Understand, process my request” button > “Submit the request”
PLEASE NOTE: If you would like to cancel an Outlet (Clearance) Dedicated server, it is required to contact us via Live chat or ticket system.

You will receive an email confirmation once your request is completed.
In some cases, our Billing department may contact you if they require some additional information.

We would be extremely grateful if you give us the chance to help you with the issues you might be experiencing. Do not hesitate to let us know if we can do anything for you to reconsider the decision. We will be happy to keep you as our valued client – our Support and Billing teams are generally pretty flexible and will happily check what can be done in each particular case.

PLEASE NOTE: All websites with addon domains, subdomains as well as email accounts (if any) that are hosted in your cPanel account will be terminated along with the main service.
Make sure you back up the necessary data before proceeding with the cancellation. We would like to avoid any unwanted interruptions of the services you might be currently using.

Shared hosting packages (*)
According to our policy, you can receive a full refund for all our shared hosting plans within the first 30 days excluding the domain price as we are offering a domain free. We believe that 30 days is enough to test the overall performance of our services and make a deliberate decision.

Reseller packages
All Reseller packages are refundable within the first 30 days.

PLEASE NOTE: Only first-time accounts are eligible for our 30-day money-back guarantee. For example, if you’ve had an account with us before, canceled and signed up again, you will not be eligible for a refund, or if you have opened a second account with us.

First-time VPS packages are refundable within 30 days after purchase. Additional third-party software licenses like cPanel or Softaculous are non-refundable.

New and Outlet Dedicated servers
First-time Dedicated server purchase can be canceled and refunded (excluding license prices) within 1 week after the initial delivery date.

Private Email service
As we offer a 2-month free trial for all our Private email subscriptions, we do not provide any refunds for new purchases and renewals.

Hosting uptime guarantee
We offer a monthly 100% uptime guarantee for Dedicated servers, Shared and Business hosting packages and 99.9% uptime guarantee for VPS and Reseller packages you purchase from us.
If due to an internal infrastructure or equipment failure we fail to meet this guarantee, we will prolong your service cycle for the time the service was unreachable.

To claim a service cycle prolongation, contact us by submitting a ticket to our Billing department within the first 10 calendar days after the downtime took place.

Note that the downtime must be confirmed by a staff member of our Support Team.

Uptime guarantee is not applicable to Outlet Dedicated servers.
In order to get more details of zCloud uptime guarantee conditions, refer to this page.