1. Shared Hosting Money-Back Period
New shared web hosting purchases may be eligible for cancellation and refund within 7 calendar days from the original activation date, provided the request meets all conditions below:
- The request is for the first purchase of the eligible hosting service.
- The account has not violated our Acceptable Use Policy.
- The service has not been used for spam, phishing, malware, fraud or other abuse.
- The customer provides the invoice number and a clear cancellation reason.
- Any non-refundable domain, licence, setup, migration or third-party charges are deducted.
2. Reseller, Master and Alpha Reseller Hosting
Refund eligibility for reseller services is reviewed according to activation, account usage, created customer accounts, migration or setup work, server resources and third-party costs. A refund is not guaranteed after substantial use or setup.
3. Non-Refundable Services
- Domain registration, renewal, transfer, restoration and redemption charges after processing.
- VPS and dedicated servers after provisioning or setup has started.
- SSL certificates, software licences, control-panel licences and paid add-ons.
- Setup, administration, migration, recovery, customization and professional-service charges once work begins.
- Promotional, discounted, trial, free or account-credit services where stated.
- Renewal payments after the renewed service period has started.
- Services suspended or terminated for policy violation, fraud, chargeback, spam or abuse.
4. Domain Purchases
Domain orders are submitted to third-party registrars and registries. Once a registration, renewal or transfer is successfully processed, it generally cannot be reversed and the related fee is non-refundable. Customers must verify domain spelling before payment.
5. VPS and Dedicated Servers
VPS and dedicated servers involve reserved infrastructure and provisioning costs. Therefore, they are generally non-refundable after provisioning begins. A duplicate payment or an order rejected before provisioning may be reviewed separately.
6. Cancellation Procedure
- Log in to the Asma Host client area.
- Open the relevant service and submit a cancellation request, or email support@asmahost.com from the registered email address.
- Include the service name, domain, invoice number and cancellation reason.
- Download all website, database and email backups before the termination date.
Stopping use of a service or removing website files does not automatically cancel billing. A formal cancellation request is required.
7. Renewal Cancellation
Customers should request cancellation before the next due date. Domain and service renewals already processed may be non-refundable. Customers remain responsible for checking renewal dates even if a reminder email is not received.
8. Refund Processing
Approved refunds are normally initiated within 5 to 10 business days after approval and are returned, where possible, to the original payment method. Banks and payment providers may require additional time to credit the amount.
Payment gateway charges, taxes already remitted or third-party costs may be deducted where permitted and applicable.
9. Duplicate or Failed Payments
If the same invoice is paid more than once, or money is debited but the payment is not reflected, contact support with the transaction reference and invoice number. Verified duplicate or excess payments will be refunded or adjusted as account credit, as appropriate.
10. Chargebacks and Disputes
Customers should contact support before raising a chargeback. A chargeback on a valid and delivered service may result in suspension while the dispute is investigated. We may provide invoices, service activation records, login activity and support communication to the payment provider.
11. Contact for Refund Requests
Email: support@asmahost.com
Phone: +91 9728324202
Support hours: Monday to Saturday, 10:00 AM to 7:00 PM IST.