Refund Policy

This Refund Policy (“Policy”) applies to all services purchased from LumaDock, a platform operated by LumaDock Ltd. By ordering or using our services, you agree to the terms outlined below. Our objective is to provide transparency and fairness while protecting against misuse of our money-back guarantee.

1. Money-Back Guarantee

• The money-back guarantee may be used once per customer and covers one service from the customer's first order.
• If the first order contains more than one eligible service, the guarantee applies to the lowest-priced eligible service in that order. Where two or more services share the lowest price, it applies to the one activated first. All other services in the order are not covered and continue under their normal billing terms.
• For VPS and VDS services, a full refund may be requested within 30 calendar days from the activation date of the covered service.
• The refund is limited to the amount paid for the covered service.
• The guarantee applies to a genuine new customer. It does not apply to renewals, upgrades, plan changes, add-ons, service extensions, or subsequent orders, and once used it is not available again on any account.
• Dedicated servers, bare-metal servers, colocation, custom infrastructure deployments, reserved capacity, special orders, and any service marked as non-refundable are not covered by any money-back guarantee.
• Refund eligibility is subject to this Policy, our Terms of Services, Acceptable Use Policy, Anti-Spam Policy, fraud checks, verification checks, abuse review, and fair-use limitations.

2. Deductions for Bundled or Discounted Services

If your order included free or discounted third-party products such as domain registrations, SSL certificates, or control-panel licenses, their retail value will be deducted from the refundable amount.

3. Non-Refundable Services

The following services and circumstances are not eligible for refunds:

• Domain names, including registration, transfer, renewal, redemption, restoration, or related registry fees.
• Third-party licenses and software, including cPanel, Plesk, Microsoft, CloudLinux, LiteSpeed, operating system licenses, control panels, or similar products.
• SSL certificates and other security, encryption, or certificate products.
• Dedicated servers, bare-metal servers, colocation, custom infrastructure deployments, reserved capacity, special orders, or manually provisioned services.
• Additional add-ons or resources, including extra IPv4 addresses, storage volumes, backup slots, snapshots, monitoring checks, DDoS add-ons, bandwidth add-ons, or similar extras.
• Renewals, upgrades, plan changes, service extensions, account credit purchases, deposits, administrative fees, setup fees, migration fees, support hours, or professional services.
• Accounts suspended or terminated due to violations of our Terms of Services, Acceptable Use Policy, or Anti-Spam Policy.
• Services used for spam, phishing, malware, scanning, brute force, denial-of-service activity, DDoS activity, network abuse, illegal activity, excessive abuse reports, or other activity that creates operational, security, legal, reputational, or upstream-provider risk.
• Refund requests connected to fraud, chargeback risk, false information, failed verification, duplicate Accounts, related Accounts, promotional abuse, refund abuse, referral abuse, affiliate abuse, or attempts to bypass the one-time new-customer nature of the money-back guarantee.
• Data recovery, backup restoration, or administrative work performed after an account has been deleted, suspended, terminated, or expired.
• Any product or service provisioned through third parties where LumaDock acts solely as a reseller, intermediary, or ordering agent.

4. Refund Process

• Refund requests must be submitted via a support ticket in the Client Area.
• Approved refunds will be processed within 7 business days of approval.
• Refunds are typically issued to the original payment method. If this is not possible, an alternative method or account credit may be arranged by mutual agreement.
• Refunds apply only to full billing cycles monthly, bi-annually, or annually. No prorated or partial refunds are provided for unused time after the applicable money-back guarantee period.
• Any unpaid invoices or outstanding balances will be automatically deducted from the refund amount.

5. Processing Time & Payment Provider Delays

Once processed by LumaDock, refunds may take additional time to appear in your account depending on your bank, card issuer, or payment gateway. LumaDock cannot control these external processing times and is not responsible for such delays.

6. Abuse Prevention and Verification

The money-back guarantee is intended to let genuine new customers try eligible LumaDock services with confidence. It is not intended to provide free short-term infrastructure, repeated trial periods, temporary attack capacity, disposable servers, or repeated refund opportunities.

• LumaDock may deny, withhold, reduce, reverse, or recover refunds where it reasonably suspects refund abuse, promotional abuse, technical abuse, network abuse, DDoS activity, fraud, chargeback risk, false information, failed verification, duplicate or related Accounts, or attempts to circumvent this Policy.
• LumaDock may require identity, business, address, payment, ownership, or other verification before approving a refund, especially where an Order, Account, payment method, IP address, device, usage pattern, support history, abuse history, chargeback history, or refund history appears suspicious.
• Failure or refusal to complete requested verification, or providing false, misleading, incomplete, inconsistent, or unverifiable information, may result in loss of refund eligibility, suspension or termination of Services, account closure, and refusal of future Orders.
• Multiple, duplicate, related, or commonly controlled Accounts may be treated as a single Customer for refund eligibility, promotional eligibility, fraud review, abuse handling, billing, and enforcement purposes.
• Repeated refund requests, repeated cancellations, repeated first-order claims, or patterns of purchasing and cancelling Services may result in loss of refund eligibility and may lead to account suspension or permanent closure.

7. Confirmation & Documentation

Refunds are confirmed by issuing a credit note or invoice document corresponding to the refunded amount. This confirmation will be sent once the refund transaction is complete.

8. Contact

If you believe you qualify for a refund or have questions about this Policy, please contact our Billing Department through the Client Area under Billing & Payments.