Ahead Host LLC — Returns & Cancellations Policy
Effective date: October 17, 2025
Entity: Ahead Host LLC (Connecticut, USA)
Governing law & venue: State of Connecticut; exclusive venue in state courts of Hartford County, CT and the U.S. District Court for the District of Connecticut.
This policy explains when you can cancel a service and when a refund may be issued. It applies to all services shown on these pages: /shared/, /reseller/, /nl-web-hosting/, /vps/ (Canada/US/France/Netherlands/Australia — Linux & Windows), /dedicated/, /ssl-certificates/, /domain-registration/, and /fix-hacked-website/.
Plain-English note: We sell online, usage‑based digital services. There is no physical item to “return.” Where we say “return,” we mean cancellation of a service and a possible refund under the rules below.
1) Quick Summary (by product)
| Product | Can I get a refund? | Window | Notes |
|---|---|---|---|
| Shared Hosting | Yes (first purchase per product line) | 7 days | Excludes renewals/add‑ons/overages; AUP violations void eligibility. |
| Reseller Hosting | Yes (first purchase per product line) | 7 days | Same rules as Shared. |
| NL Web Hosting | Yes (first purchase per product line) | 7 days | Same rules as Shared. |
| VPS (Linux/Windows) | No | n/a | Non‑refundable once provisioned. If we fail to provision, we will refund. |
| Dedicated Servers | No | n/a | Non‑refundable once ordered/provisioned. Hardware/setup/licensing costs begin immediately. |
| SSL Certificates | Conditional | Up to 7 days if not yet issued | Once issued by the CA, non‑refundable. |
| Domain Registration/Transfer/Renewal | No | n/a | Registry actions are irreversible; fees are non‑refundable. |
| Malware Cleanup (Fix Hacked Website) | No once work begins | n/a | If we have not started work, we can cancel and refund. Post‑cleanup rework may be offered during the stated monitoring window (no refunds). |
| Third‑party licenses (e.g., Windows, cPanel, Plesk, LiteSpeed) | No | n/a | Non‑refundable once activated for the billing period. |
2) Eligibility Rules (details)
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First purchase only (Shared/Reseller/NL Web): The 7‑day money‑back applies once per customer per product line. Upgrades, plan changes, and additional purchases are not eligible.
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Abuse/violations: If your account breaks our AUP (spam, malware, illegal content, etc.), you lose refund eligibility and we may terminate the service.
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Migrations performed: If we completed a free migration (Shared/Reseller), we may deduct a reasonable migration fee from any refund to cover admin time.
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Setup & overages: Setup fees, bandwidth/disk/CPU overages, admin time, and custom engineering are non‑refundable.
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Bundles/promotions: If a promo bundles a free domain/SSL with hosting and you request a hosting refund, we will deduct the at‑cost price of the domain/SSL (if already registered/issued) before processing any refund.
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Provisioning failure: If we cannot provision a VPS/Dedicated order at all (e.g., inventory error) and you do not accept alternatives, we will cancel and refund in full.
3) Cancellations (how and when)
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How to cancel: Open a support ticket before your renewal date. Turning off auto‑renew prevents future charges.
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When it takes effect: Cancellations are end‑of‑term by default. If you ask for immediate cancellation, the service will be terminated right away and no prorated refund is given unless §1 explicitly allows one.
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Data deletion: After cancellation or non‑payment, data may be deleted per the timelines in our Master Terms (§3). Always keep your own backups.
4) Refund Process (if eligible)
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Method: Refunds go to the original payment method only. If that method cannot accept a refund, we will apply account credit.
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Timing: We submit eligible refunds within 5–10 business days from approval. Your bank/processor may take longer to post the credit.
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Currency & fees: We bill in USD. Banks and gateways may charge non‑refundable fees or use their own FX rates. We refund the USD amount we received; we do not control FX losses/fees.
5) Disputes & Chargebacks
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Talk to us first: Most billing issues are simple to fix. Open a ticket within 7 days of the charge.
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Chargebacks: Filing a chargeback before contacting us may be treated as a breach. We may suspend or terminate services and invoice reasonable processing/collection fees. If the dispute is resolved in our favor, we will restore service after full payment of outstanding amounts.
6) Exceptions Required by Law
If a consumer protection law requires a different outcome for your specific purchase (for example, where a mandatory refund right exists), we will follow the law. This policy does not limit any non‑waivable rights you have.
7) Examples (common scenarios)
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Shared Hosting, new customer, day 3: You ask to cancel → Full refund of hosting fee (minus any migration fee if we already migrated you; minus cost of any domain/SSL that was registered/issued under a bundle).
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Shared Hosting renewal, day 3: Renewals are not covered → No refund; we can cancel at end‑of‑term.
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VPS ordered, provisioned in 10 minutes: You change your mind after access → No refund (VPS is non‑refundable once provisioned).
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Dedicated Server, stock out: We cannot provision. You decline alternatives → Full refund.
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SSL paid but not yet issued: You cancel within 7 days → Refund. If the SSL was issued, → No refund.
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Domain registered today, typo: Registries do not allow cancel/refund after submission → No refund (we can help you register the correct name).
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Malware Cleanup purchased: We have not started → Cancel & refund. If work started → No refund; we will continue work or offer rework within the agreed monitoring window.
8) Changes to this Policy
We may update this policy from time to time. The latest version is posted on our website. Your continued use of services after changes means you accept the new policy.
9) Contact
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Billing & cancellations: Support ticket via the client portal
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Legal notices: As listed on our website/contact page (Connecticut, USA)
Acknowledgment
By ordering, paying for, or using our services, you acknowledge this Returns & Cancellations Policy and agree it works together with the Master Terms of Service and Product‑Specific Terms.
