This Refund Policy sets out when you get money back from Xenax Cloud India Private Limited ("Xenax Cloud", "we", "us", "our"), how much, and how to ask. It forms part of our Terms of Service and governs on questions of refunds, except that where the Terms of Service, the Acceptable Use Policy, the Privacy Policy, the Service Level Agreement or a separate signed agreement gives you something more favourable than this Policy does, that applies instead.
To claim a refund, email billing@xenaxcloud.com and say clearly that you are claiming a refund.
Submitting the cancellation form is not a refund request. Both steps are required.
| Your situation | What you get |
|---|---|
| You cancel within 15 days of your first term starting, for a qualifying reason, and send a written claim | Refund less a 25% administrative deduction plus applicable tax, capped at ₹2,500, and less the exclusions in Section 2.4, Section 2 |
| You cancel before the service was provisioned (GPU servers excluded) | Refund less 6% plus applicable tax: Section 3 |
| We cancel before provisioning, for reasons of our own | Full refund, no deduction: Section 4 |
| You paid twice, or paid the wrong invoice | Full refund, no deduction: Section 5 |
| You cancel mid-term, after the 15 days, or at a renewal | No refund as of right. We may offer one at our discretion, Section 6 |
| We reduced a feature, terminated you through no fault of yours, changed the terms or a sub-processor, or force majeure ran past 60 days | Pro-rata refund of the unused period: Section 7 |
| Domain, dedicated server, GPU server once provisioned, colocation, licence, migration, extra IP or extra bandwidth | Not refundable, Section 8 |
| Account suspended or terminated for your breach, or you did not complete identity verification | No refund, Section 8 |
Every claim needs a separate written request within 30 days. See Section 14. The table is a summary; the numbered sections govern.
We offer a 15-day money-back guarantee on Web Hosting, WordPress Hosting, Reseller Hosting, VPS, cloud servers and RDP.
This guarantee is for a customer who genuinely finds the service unsuitable. It is not a way to use a service for two weeks and then have it free. We assess the reason you give, and the decision is ours. The criteria we apply are set out below.
| Normally accepted | Normally refused |
|---|---|
|
|
If we refuse, we tell you which of these applies and why. You can escalate under Section 18. Nothing in this Section affects any right you have under the Consumer Protection Act, 2019, in particular, if the service was deficient, your remedy does not depend on our discretion.
We retain 25% of the refundable amount plus applicable tax, up to a maximum of ₹2,500. The refundable amount is what you paid for the service, including tax, after removing the items excluded by Section 2.4. The deduction is never more than ₹2,500 however large the order.
| Refundable amount | We retain | You get back |
|---|---|---|
| ₹199 | ₹49.75 | ₹149.25 |
| ₹2,000 | ₹500 | ₹1,500 |
| ₹10,000 | ₹2,500 | ₹7,500 |
| ₹50,000 | ₹2,500 (capped) | ₹47,500 |
This covers provisioning, identity verification and payment processing already carried out on your order, costs that do not scale with the size of the order, which is why the deduction is capped.
It is not a setup fee. We do not charge one, and nothing is added to your invoice when you buy. It applies only where a refund under this Section is actually made, and it is disclosed before you purchase.
"The server felt slow" is not by itself a ground for a refund. Send specifics, timestamps, test results, traceroutes or monitoring output, and we will check them against our own monitoring and logs. Where the problem was qualifying downtime, your remedy is the service credit under the Service Level Agreement, not a refund.
Because identity verification happens before provisioning, there is a window in which you have paid but nothing has been delivered. If you ask us to cancel in that window, we refund what you paid less 6% plus applicable tax: a smaller deduction than Section 2, because nothing was provisioned.
The 15-day limit, the reason assessment, the one-per-customer limit and the 25% deduction in Section 2 do not apply. Where both this Section and Section 2 could apply, this Section applies: it is the more favourable of the two. The 6% deduction is disclosed here and on the product page before you purchase.
This is different from failing to complete verification. If you simply do not complete identity verification within 7 days, or verification fails because the information you gave was false, Section 4 of the Terms of Service applies and the fees are not refundable. We were ready to deliver and the failure was not ours. This Section is for a customer who asks us to cancel, not one who goes quiet.
This Section does not apply to GPU servers. Those are bought in for your order and are non-refundable from the moment we confirm it, Section 6.4 of the Terms of Service and Section 8 below.
We may decline to process repeated order-and-cancel cycles under this Section where the pattern suggests the ordering is not genuine.
If we cancel your order or terminate your service for reasons of our own, not because of anything you did. You get a full refund of the unused amount with no deduction of any kind. We absorb the payment processing cost ourselves. This applies where we decline an order on a risk assessment that is not about your conduct, where we cannot supply the capacity or configuration ordered, where we withdraw a product, or where we cancel for any other reason of our own.
This does not apply where we cancel or terminate because of your breach, your failure to complete identity verification, or your failure to pay. Those are dealt with in Section 8.
If you paid twice for the same invoice, paid an invoice that was not yours, or paid an amount you did not owe, that is not a refund. It is a correction of an error.
You get the full amount back with no deduction, including the tax component. The 15-day window, the reason assessment, the one-per-customer limit and the 25% deduction do not apply, and neither does anything in Section 15. Tell us at billing@xenaxcloud.com with the transaction reference and we will verify it against our records.
Once the 15 days have passed, and on any renewal, there is no refund as of right. If you cancel mid-term, your service continues until its due date and then stops. Prepaid fees for the remainder are not returned. Annual and longer terms are priced lower precisely because they are a commitment.
This does not apply where the service was deficient, or where Section 7 gives you a refund, or to any right you have under the Consumer Protection Act, 2019.
That is the baseline, not the ceiling. We may, entirely at our discretion, offer a refund or an account credit above what this Policy requires. When we consider it, we look at:
A decision under this Section is a concession we choose to make, not a right you hold. You may still escalate it under Section 18.
These do not depend on the 15-day window, the reason assessment, the one-per-customer limit, or our discretion. In each case you get a pro-rata refund of prepaid fees for the unused period, calculated as in Section 9:
The exclusions in Section 8 do not defeat these refunds, except that we cannot refund a domain registration, transfer or renewal that has already completed at the registry, or an amount already paid to a third-party licensor, in those cases the refund covers everything else. Where a separate signed agreement covers a service, that agreement governs.
Our obligation to pay a refund under the first, second, fourth and fifth bullets above sits outside the liability cap in Section 28.2 of the Terms of Service. See Section 28.4 of that document.
Nothing in this Section affects any right you have as a consumer under the Consumer Protection Act, 2019, or any refund payable under Section 4 or Section 7.
Where this Policy or the Terms of Service provides a pro-rata refund, we calculate it on whole calendar days: the amount you paid for the term, divided by the number of days in the term, multiplied by the number of days remaining from the date the service actually stops.
The administrative deduction in Section 2.3 does not apply to a pro-rata refund under Section 4 or Section 7.
Where a refund is calculated, it is based on what you actually paid, not the list price. If you bought at a discount, the discounted amount is the base.
Section 6.1 is the exception: where we make a discretionary refund on a longer term, we may first deduct the value of any discount given for that longer commitment.
Opening multiple accounts to claim a promotion or a refund more than once is dealt with under Section 3.5 of the Terms of Service.
Account credit is a balance held on your account that can be used against any future invoice with us.
All our pricing and invoicing is in Indian Rupees. A refund returns the same rupee amount. Where you funded the payment in another currency, the amount you finally receive depends on your bank's or card issuer's exchange rate on the day, and any gain or loss on that conversion is yours.
Refunds are paid, in this order of preference:
We do not refund to a third party's account, card or wallet. If the payment was made from an account you do not hold, a company card, a family member's account, tell us early and we will agree a route with you rather than leaving it to the last step.
| Step | When |
|---|---|
| You must send your written refund claim | Within 30 days of the date you submit the cancellation request, not the date the cancellation takes effect |
| We acknowledge the claim | Within 24 hours |
| We tell you our decision | Within 7 days of receiving a complete claim |
| We pay an approved refund | Within 30 days of receiving a complete claim |
| Money reaches you | Add your bank's or card issuer's own processing time, typically 5-10 working days after we send it |
Where a claim is incomplete, both the decision and payment clocks run from when we receive what we asked for. We will tell you in the acknowledgement what is missing.
Refunds are calculated on the amount you paid including tax, so the tax component of what is refunded comes back to you.
How we document it depends on the reason:
Where a Section 34 credit note is issued, it must be declared by 30 November following the end of the financial year in which the supply was made, or the date the annual return is filed, whichever is earlier. If you claimed input tax credit on the original invoice, you must reverse it and confirm to us that you have done so, as the law requires before we can adjust our own liability.
The amount you receive is not reduced by the tax treatment of the refund.
If you believe a charge is wrong, raise it with us first. You have 90 days from the charge to dispute it, Section 7.6 of the Terms of Service.
If you initiate a chargeback:
A chargeback is slower and more costly for both parties than a billing ticket.
We may set off any refund due to you against any amount you owe us on any account under your control, unpaid invoices, taxes properly chargeable, or amounts recoverable under Section 16. We will tell you what we have set off and against what.
| Refund claims and billing | billing@xenaxcloud.com |
|---|---|
| Grievance Officer | Mr. Sanket Tripathi, grievance@xenaxcloud.com |
| Technical support | support@xenaxcloud.com |
| Postal address | Xenax Cloud India Private Limited, H. No. 17, Jyoti Nagar, Fatehpur Road, Banda - 210001, Uttar Pradesh, India |
This Policy is amended in the same way as the Terms of Service, material changes are notified at least 15 days in advance under Section 30 of that document. A change to this Policy does not affect a refund claim already submitted.
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