Refund Policy

We have prepared this Refund Policy to explain when you can request a refund with respect to products and services acquired from ZTABOX or through us from our partners and/or affiliates (collectively “Services”).

General Terms

General terms apply to all refund eligible Services. In addition, there may be special term(s) that apply to a specific product and/or service and those are outlined below.

  • In no event is the same Service eligible for more than one refund.
  • Service(s) must be cancelled before we can issue a refund.
  • No refund will be made if your Service(s) are suspended or terminated for cause.
  • If purchased Service(s) include free domain name registration as part of a promotion or sale of the Service(s), and you cancel the purchased Service(s), the standard price for the domain name will be deducted from the refund amount. If the refund amount is less than the standard price for the domain, you must either elect to pay the difference or forfeit the domain, in which case, ownership of the domain will revert back to ZTABOX.
  • All refunds are processed in Hong Kong dollars: you, the customer, bear sole responsibility for any fluctuations in the exchange rate(s) between the time of payment and the time of refund.
  • Unless you request otherwise, refunds will be credited to your ZTABOX account balance. Purchases made using ZTABOX account funds can only be refunded as account credit. Purchases made by credit card or PayPal may be refundable to the source of payment. ZTABOX is not responsible for any additional charges imposed by your credit card company or PayPal in the case of refund.
  • Any processing fee(s) will be deducted from a refund.

Additional refund requirements may apply based on specific terms and conditions notified to you when purchasing any Service(s).

Special Terms

Domain Name Registration

  • Unless this Refund Policy specifically provides for a refund, all fees for domain name registrations and related domain name Service(s) are non-refundable, in whole or in part, even if your domain name registration is suspended, cancelled or transferred prior to the end of your then current registration term.
  • New domain name registrations may be refundable, at the sole discretion of ZTABOX, if you, the registrant, cancel the domain name registration for a valid reason and the cancellation is processed within 1 day (24 hours) after registration. Please note that, in some cases, cancellation and refund are not available for new domain registrations due to restrictions imposed by the applicable registry or registry operating company.
  • No refunds are available for fees paid for Premium Domain(s).
  • No refunds are available for fees paid for any of the following:
    • Fees paid for related Service(s) such as a PremiumDNS subscription for the domain in question; or
    • Fees paid for related Service(s) such as a SSL Certificates for the domain in question; or
    • Additional fees paid for Pre-Orders or Landrush periods; or
  • In the case of an unsuccessful attempt to transfer a domain name to ZTABOX, we will refund any fees paid as an account credit.

Web Hosting

  • Unless this Refund Policy specifically provides for a refund, all fees for Web Hosting and related Service(s) are non-refundable, in whole or in part, even if your Web Hosting Service(s) are suspended or terminated prior to the end of your then current contract term.
  • Package fees for Web and Email Hosting, VPS Hosting and Email Hosting may be refundable, at the sole discretion of ZTABOX, if you, the account holder, cancel within fourteen (14) days after purchase.
  • No refunds are available for the following:
    • Any additional features, services or upgrades added to your ANY Hosting package and purchased at additional fee;
    • Any fees related to domain name registrations associated with your ANY Hosting package;
    • Any renewals of ANY Hosting and related Service(s).

Email Hosting

  • Unless this Refund Policy specifically provides for a refund, all fees for email hosting and related Service(s) are non-refundable, in whole or in part, even if your email hosting Service(s) are suspended or terminated prior to the end of your then current contract term.
  • If you purchase Email Hosting Services for a domain name not registered with ZTABOX, you must confirm your ownership of the associated domain name. If you fail to provide satisfactory proof of ownership (or domain access rights) within forty-eight (48) hours from purchase, the purchased Service(s) will be cancelled and any fees paid will be automatically refunded as an account credit.

SSL Certificates

  • Unless this Refund Policy specifically provides for a refund, all fees for SSL Certificates are non-refundable, in whole or in part.
  • If a refund is available, fees for SSL Certificates will be refunded in the form of an account credit.

PremiumDNS

  • Unless this Refund Policy specifically provides for a refund, all fees for PremiumDNS and related Service(s) are non-refundable, in whole or in part, even if your PremiumDNS Service(s) are suspended, cancelled or transferred prior to the end of your then current contract term.
  • Fees for the Services may be refundable, at the sole discretion of ZTABOX, if you cancel the Services within five (3) days after purchase.

Non-refundable Services

All other Services are non-refundable, including but not limited to:

  • Transfers or renewals of domain name registrations;
  • Fees for recovery or reactivation of domain names;
  • Dedicated Server or related Service(s);
  • Dedicated IP Addresses;
  • Any Services purchased or acquired at a reduced fee or on promotion; or
  • Any fees paid by you to ZTABOX for providing non-service related support.

Refund Requests

If you think you are eligible for a refund, you can submit a support email. You must include the following information in your request:

  • Why you are asking for a refund;
  • Transaction identifying information (e.g. account username, email address, contact name, contact number, company name, invoice number, domain name, date of purchase); and
  • Any additional information the Customer Service team asks for in order to process your refund request.

Contacts

If you have questions about our Refund Policy, you can contact ZTABOX at





Note: In case of discrepancies between the English and Chinese versions, the English version shall apply and prevail.