This Cancellation and Reimbursement Policy (referred to as 'the Policy') forms an agreement between you – the user of our hosting and associated services (collectively, 'the Services') – and Hosting tweb.host, operating in conjunction with LiquidNet US LLC, a United States company based in Fort Lauderdale, Florida, and LiquidNet Ltd., a United Kingdom company based in London, UK. All billing and hosting services are delivered by LiquidNet US LLC and LiquidNet Ltd., with billing processes managed accordingly.
For simplicity, Hosting tweb.host, LiquidNet US LLC, and LiquidNet Ltd. will be referred to as 'We,' 'Us,' 'Our,' and 'Service Provider' in this document.
CANCELLATION & REIMBURSEMENTS
The Service Provider's accounts are established on a prepaid basis. Clients of the Service Provider may choose to discontinue their accounts at any time; however, they will receive a full reimbursement for the service only if the cancellation request is submitted within 30 days of the account's purchase, in line with our Money-Back Guarantee Policy.
To cancel an account, the Client must send an email or a support ticket to our Sales Department and provide any authentication details requested by the Service Provider. Other methods of requesting cancellation will not be accepted. Any incentives (such as free bonuses) offered to the Client upon signing up will also be rescinded.
Domain name registrations/transfers, service enhancements, and web hosting plan renewals are categorized as non-reimbursable services (detailed below) and cannot be cancelled or reimbursed after they have been activated at the client's request. The Client will retain the option to transfer their domain to an alternative host.
Cancellations made after the initial 30-day period, as well as accounts terminated by the Service Provider due to violations of our Terms of Service (where the client has chosen not to rectify the violation), do not qualify for the 30-day money-back guarantee.
All credit requests for payments made via VISA, MasterCard, American Express, and Discover are processed within 48 hours of the reimbursement request's submission (via email or ticket, as previously mentioned). The funds will be credited back to the Client's credit/debit card and will affect the Client's card balance according to the terms of service of the credit/debit card issuer.
All credit requests for payments made via PayPal are processed within 48 hours of the reimbursement request's submission (via email or ticket). The funds will be credited back to the Client's PayPal account and will affect the Client's PayPal balance in accordance with PayPal's terms of service.
MONEY-BACK GUARANTEE POLICY
The Service Provider extends a 30-day money-back guarantee. If you are not satisfied with our hosting services, you can submit a reimbursement request through a trouble ticket opened from your web hosting control panel, or via email sent to
All recurring payments, and all payments made via Western Union or bank wire transfer, are non-reimbursable and are not covered by the 30-day money-back guarantee.
NON-REIMBURSABLE SERVICES
The following are considered Non-Reimbursable Services: all service enhancements, wallet top-ups, and plan renewal services purchased from the Web Hosting Control Panel; all 1-year or multi-year domain registration or transfer services acquired at sign-up or from the Web Hosting Control Panel.
All domain registrations and domain transfers are final, do not include any money-back guarantee, and will incur a fee calculated based on the actual NON-PROMOTIONAL annual price of the purchased domain's TLD, multiplied by the number of years of registration or transfer. Any reimbursement amount credited to the Client in accordance with our 30-day money-back guarantee will not include the cost of non-reimbursable services (if any) that were purchased with the Client's web hosting plan upon sign-up (i.e., the Client will receive a partial reimbursement on the original transaction if they purchased non-reimbursable services with their web hosting account).
PAYMENT REVERSALS (CHARGEBACKS)
Chargebacks are not recognized as a method for obtaining a reimbursement. Any Client who initiates a credit card chargeback in response to a bill or order placed with the Service Provider will be subject to a full investigation.
When signing up for a web hosting account with the Service Provider, clients agree to the conditions set forth in our Guidelines for Acceptable Use (GAU) and the Web Hosting Terms of Service. Consequently, the Service Provider, as well as our authorized payment processors (e.g., PayPal, WorldPay, 2CheckOut), will refer to these documents as evidence of the Client's agreement, especially if a Client initiates a chargeback inquiry based on points they initially accepted but now contest.
If and when a chargeback report is received, the Service Provider's team will first attempt to contact the user. Concurrently, the user's account will be suspended (to protect our system from fraudulent activity and misuse) and will remain suspended until the reasons for the chargeback are clarified and a decision on appropriate action is made.
If the chargeback resulted from a misunderstanding, a reverse payment procedure will be initiated with our authorized payment processors, and the account will be reactivated.
If the user has submitted a chargeback request based on groundless arguments (as determined by our own judgment and these Web Hosting Terms of Service), then a dispute will be initiated with our authorized payment processors, in which the Web Hosting Terms of Service and the Guidelines for Acceptable Use of the Service Provider will serve as proof of the Client's agreement. The payment processors will then, considering all provisions in these legal documents, decide whether the Client had sufficient grounds for the chargeback or if the Service Provider is entitled to a reverse payment.
In the event that the chargeback originates from a fraudulent user and no reverse payment procedure can be initiated, the respective hosting account will remain suspended.
