Refund & Payment Policy

1. Introduction

This Refund & Payment Policy outlines the terms and conditions related to refunds, payments, billing, and related matters for services provided by Fusion Arc Hosting – A Fusion Arc Telecom LLC Company. By using our services, you agree to adhere to the terms outlined in this policy.

2. Refund Policy

2.1. 30-Day Money-Back Guarantee

Fusion Arc Hosting offers a 30-day money-back guarantee on all Web Hosting and Reseller Hosting packages under the following conditions:

• Eligibility: Refunds are limited to one per customer. Multiple services or signups do not qualify for additional refunds.
• Exclusions:
  • Setup Fees: Refunds do not cover setup fees for Shared Hosting, Reseller Hosting, or any other services.
  • Additional Services: Costs associated with additional services such as WHMCS licenses, license upgrades, domain registrations, domain transfers, migrations, dedicated IPs, LiteSpeed for VPS, Sitelock Security, or any WHMCS MarketConnect products are non-refundable.
• Xalix Website Builder & Store: Refunds are available only within 30 days from the purchase date. No refunds will be processed beyond this period.
• Refund Request Procedure: To request a refund, submit a written request via email to sales@fusionarchosting.com within 31 days of cancellation. Ensure that the request is distinct from the cancellation request.
• Processing Time: Refunds will be processed within 31 days from receipt of the refund request.
• Exceptions: Refunds will not be issued for accounts terminated due to violations of our Terms of Service (TOS) or Acceptable Use Policy (AUP).
• Domain Registrations and Transfers: All domain registrations and transfers are final. Refunds are not provided due to non-recoverable registry fees.

2.2. Refund Request Procedure

1. Submit Request: Email your refund request to sales@fusionarchosting.com. Include your account details and reason for the request.
2. Verify Eligibility: Ensure the request is within the 30-day money-back guarantee period and meets all criteria.
3. Confirmation: You will receive a confirmation email upon receipt of your refund request.
4. Processing: Refunds will be processed within 31 days. You will be notified once the refund has been issued.

2.3. Refund Denial

Refunds may be denied in cases where:

• The request is made after the 30-day guarantee period.
• The request does not meet the specified criteria.
• The account was terminated due to TOS or AUP violations.

2.4. Partial Refunds

In cases where a partial refund is deemed appropriate (e.g., for unused portions of a service or product), the refund amount will be calculated based on the unused service period or a prorated basis.

2.5. Special Circumstances

• Service Downtime: Refunds for service downtime are evaluated on a case-by-case basis and may be issued as service credits rather than monetary refunds.
• Promotional Offers: Refunds related to promotional offers or discounted services will be handled according to the specific terms of the promotion.

3. Payment Policy

3.1. Invoice Payment Terms

• Due Date: All invoices are due on the specified due date. Failure to make timely payment may result in service interruptions.
• Grace Period: A 4-day grace period is provided for late payments. Accounts not settled within this period will be subject to suspension.
• Late Fees: Delinquent invoices will incur a late fee of 15% of the invoice amount or a minimum of $5, whichever is greater. This fee must be paid to reactivate the suspended account.
• Account Termination: Accounts remaining unpaid for more than 14 days will be terminated. We will attempt to contact you 24 hours prior to termination. Terminated accounts will result in the permanent deletion of all data, including backups, with no possibility of recovery.

3.2. Promotional Pricing

• First-Time Discounts: Initial discounts are available for first-time customers. These discounts apply only to the first billing cycle and will revert to the regular rate upon renewal.
• Renewal Rates: All services will renew at the standard rate after the promotional period ends.
• Long-Term Pricing: Customers are incentivized with additional discounts for signing up for longer terms (annual, biennial, or triennial). The best available pricing is displayed on our website.

3.3. Auto-Renewal

• Automatic Renewal: All hosting services, including Web Hosting, Reseller Hosting, and any additional services, are set to automatically renew at the end of each billing cycle. This ensures uninterrupted service unless explicitly canceled by the customer.
• Notification: Customers will receive a renewal reminder via email 7 days before the renewal date. It is the customer’s responsibility to ensure their payment details are current to avoid service interruptions.
• Opt-Out: To disable auto-renewal, customers must cancel their services at least 7 days before the end of the current billing cycle. Cancellations can be requested via email to sales@fusionarchosting.com or through the account management dashboard.
• Refunds on Auto-Renewal: Refunds are not provided for auto-renewed services if the renewal occurs and the service is not canceled before the renewal date.

3.4. Payment Methods

• Accepted Methods: Payments can be made using major credit cards, PayPal, and other methods specified on our website.
• Processing Fees: Any applicable payment processing fees will be added to the total invoice amount.
• Failed Payments: If a payment fails due to insufficient funds or other issues, the invoice will remain due, and the account may be subject to suspension until the payment is successfully processed.

3.5. Billing Disputes

• Dispute Notification: If you believe there is an error on your invoice, notify us within 7 days of the invoice date by contacting us at sales@fusionarchosting.com.
• Resolution: Disputes filed after 7 days may not be eligible for resolution. We will investigate and resolve valid disputes as promptly as possible.

4. Additional Terms

4.1. Service Cancellation

• Cancellation Request: To cancel a service, submit a written request via email or through your account dashboard. Ensure you cancel any additional services to prevent further charges.
• Notice Period: We recommend providing a notice period of at least 7 days prior to the end of the billing cycle to avoid additional charges.

4.2. Data Retention and Backup

• Backup Responsibility: It is the customer’s responsibility to maintain backups of their data. We do not guarantee the retention of data after account termination.
• Backup Fees: If you request a backup of your data after termination or during service suspension, additional fees may apply.

4.3. Service Suspension and Termination

• Suspension: Accounts may be suspended for non-payment, TOS or AUP violations, or other reasons as outlined in our policies.
• Termination: Upon termination, all data, including backups, will be permanently deleted. Recovery of data after termination is not possible.

4.4. Changes to Policies

• Policy Amendments: We reserve the right to update or amend this Refund and Payment Policy at any time. Changes will be communicated via email, a prominent notice on our website, or by updating the policy.
• Customer Acknowledgment: Continued use of our services after any policy changes signifies acceptance of the revised terms.

4.5. Contact Information

For questions or concerns regarding this policy, please contact us at:

Fusion Arc Hosting – A Fusion Arc Telecom LLC Company
PO Box 1766
Gypsum, Colorado 81637-1766
Email Address: sales@fusionarchosting.com

Effective Date

This Refund and Payment Policy is effective as of 08/30/2024.