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Last update: 06 April 2024

Cancellation Policy & Refund Policy

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Refund Policy

STANDARD TERMS

Product/Service purchased from IntroNexus may be refundable only if you cancel it within 7 days of transaction.
Product or Service purchased by using digital assets or token will not be refunded. “Date of the transaction” for the purpose of this Refund Policy, means the date of purchase of any product or service, which includes the date any renewal is processed by IntroNexus in accordance with the terms and conditions of the applicable product or service agreement (Terms of Use). You can cancel a product at any time, but a refund will only be applied if cancellation is requested within the refund time frame specified for the applicable product, if available at all.
 
Note: Some products or services have different requirements or policies for the refund associated with them. including some products/services that are not eligible for a refund under any circumstance. Please see below for refund terms applicable for such products/services:
 
PRODUCTS/SERVICES AVAILABLE FOR REFUND UNDER STANDARD TERMS
● Hosting (all plans except VPS Hosting)
● Domain Transfers (.eu transfers are an exception. EURid charges a non-refundable transfer fee. If the transfer fails for any reason, the customer must start over and pay the transfer fee again. es transfers are non-refundable.)
 
PRODUCTS/SERVICES NOT AVAILABLE FOR REFUND
● Domain Name Renewals
● New Domain
● ID Protection
● Redemption Fees
 
PAYMENT METHOD WITH SPECIAL REFUND TERMS
Please note that products/services purchased using these payment methods can not be refunded to the original payment source:
● ATM Bersama (Indonesia)
● E-banking (Malaysia)
● Alfamart (Indonesia)
● GrabPay (Philippines)
● FPX (Malaysia)
● Multibanco (Portugal)
● DragonPay (Philippines)
● Doku Wallet (Indonesia)
● GCash (Philippines)
 
However, we can offer refunds to your IntroNexus Balance and/or to PayPal in a case when you provide a valid PayPal account that belongs to you. IntroNexus will provide a few options for the customer to choose from when it comes to receiving a refund. 
 
REFUNDS FROM BALANCE

Over-funded balance can be refunded within 7 days of the payment that resulted in the over-funding. In special cases, other payments can be refunded instead of the original payment if the 30-day time-frame can be applied to those payments.

If you have any inquiries in regards to our Cancellation / Refund, if it’s not too much trouble drop an email to support@intronexus.com

Service Cancellation
A Product or Service can be cancelled either by the customer or IntroNexus. No third-party service, entity, or jurisdiction can request nor achieve service cancellation on a client’s behalf.

If the customer cancels the service plan within 7 days of the transaction and a free domain is provided with the plan, then the domain amount as per the current price of the domain will be deducted from the total refund amount. It is applicable to both cancellations/refunds, whether they are by the customer or by IntroNexus.com.

Service Cancellation by the Customer
For a Product or a Service to be cancelled by our customers, a proper cancellation request must be submitted.

To submit a Cancellation Request the customer must use either the cancellation option from within the Client Dashboard or the customer should submit a Cancellation ticket explaining the reason for the cancellation in our Billing Department.

The customer agrees and acknowledges that there are exactly two types of service cancellation depending on the period chosen by the customer in their Cancellation Request.

The customer acknowledges and agrees that IntroNexus will not keep a copy of the any Web Hosting account after the cancellation request becomes active and the Product or Service is cancelled. That includes the whole Web Hosting account as well as any backups generated for the same to be restored.

IntroNexus cannot be held responsible for any data loss due to Service suspension or termination. It is the customer’s sole responsibility to keep the data of their Web Hosting accounts fully backed up remotely for any loss of data to be avoided.

Service Cancellation by IntroNexus 
The customer agrees and acknowledges that any Product or Service offered by IntroNexus can be cancelled anytime by IntroNexus with or without reason.

Any Product or Service Cancelled by IntroNexus are not subject to partial or full refund nor is IntroNexus obligated to give any prior notice to the customer. IntroNexus will not be held responsible for any loss of data in case the service is cancelled by us.

The customer agrees that the reason for the cancellation of service by IntroNexus can be but is not limited to:

Violation of IntroNexus Terms of Service. Involvement of the Web Hosting account in illegal or forbidden by the IntroNexus Terms of Use activities. If such a reason arises, IntroNexus will act according to the severity of the violation.

In most cases, we will try to resolve it first before committing to the complete termination of service.

This means that we will open a Support Case with a complete description of the violated terms and give our customers respectful time to resolve the outstanding case:

7 days for our any Web Hosting products. 7 days for our Domain service. The period starts immediately after a case is being open in our ticketing system. The customer is solely responsible for being aware of the case as well as for resolving the case according to the provided time frame.

Immediately after the cancellation takes place IntroNexus will provide a backup archive to the customer containing all customer data hosted on the cancelled/terminated service.

The backup archive will be available for 7 calendar days after the same is made available for download. It is the customer’s responsibility to ensure that the backup archive is being downloaded completely within the timeframe given by IntroNexus.

In case the reason for the cancellation of service by IntroNexus is different than a Terms of Service violation by the customer, IntroNexus will issue a prorated partial refund for the remaining months of service the Web Hosting product or service has been prepaid for The amount of the refund is calculated on the following basis:

The full prepaid amount minus the remaining months of service multiplied by the price per month of the cancelled service.

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