SLA & Refund Policy

Effective Date: 18^th Dec, 2018
Last Updated: 21^st Feb, 2026

This page sets out two related but distinct commitments: Part A covers when and how you can get your money back, and Part B covers the uptime and performance standards we commit to while your Service is active. Both are incorporated into, and governed by, our Terms of Service.

Part A — Refund Policy

A.1 General Principle

Refund eligibility depends on the Service type, as set out below, and applies only to the initial, first-time purchase of a given Service by a new customer, unless stated otherwise. Renewals, add-ons, and the items listed in Section A.5 are excluded from the money-back guarantee.

A.2 Money-Back Guarantee by Service Type

A.3 How to Request a Refund

1. Submit a cancellation/refund request through your client area or by emailing [Insert Refund Request Email], including your account/order ID and the reason for the request.

2. Requests must be submitted within the applicable money-back window in Section A.2. Requests received after the window has closed are not eligible, except where required by law.

3. We may ask clarifying questions or attempt to resolve the underlying issue before processing a refund.

4. Once a cancellation/refund is confirmed, please allow up to [Insert, e.g., 14 days] for the cancellation and refund process to complete, and a further [Insert, e.g., 7–10 business days] for the refunded amount to reflect in your original payment method, depending on your bank or payment provider.

5. Data warning: Once a cancellation request is processed, your hosting data is deleted from our servers and cannot be retrieved or restored. Back up everything you need before requesting cancellation.

A.4 Right of Withdrawal (EU/EEA Consumers)

If you are a consumer residing in the European Union or European Economic Area, you may have a statutory right to withdraw from your purchase within 14 days of the contract without giving a reason, in addition to (not instead of) the money-back guarantee in Section A.2. This statutory withdrawal right does not apply to: domain name registrations, SSL certificates, or any service where you have expressly requested and consented to immediate performance before the 14-day period ends (in which case the right of withdrawal is excluded once performance is complete). This right does not apply to business/non-consumer customers.

A.5 Non-Refundable Items

The following are non-refundable under all circumstances, except where required by applicable law:

- Domain registration, renewal, and transfer fees (beyond any applicable registry grace period).

- SSL certificates once issued.

- Third-party software and control-panel licenses (cPanel/WHM, Plesk, Softaculous, WHMCS, LiteSpeed, Microsoft, Google Workspace, etc.).

- Dedicated server setup fees and hardware provisioning costs.

- Custom development, migration, or configuration work already performed.

- Paid support incidents already delivered.

- Taxes, payment-processing fees, and refund-processing fees.

- Accounts terminated for violation of our Acceptable Use Policy, Terms of Service, or for confirmed fraud/abuse.

- Promotional, heavily discounted, or free-trial-converted purchases, unless the specific promotion states otherwise.

- Any Service showing resource usage substantially beyond reasonable evaluation (e.g., high traffic, large-scale email sends, production-level use) during the refund window, assessed case-by-case to prevent abuse of this policy.

A.6 Free Domain Offers

If your hosting plan included a free domain and you cancel the hosting service within or after the refund window, the standard registration cost of that domain (per our published pricing) will be deducted from any refund due. If the refund amount is less than the domain's cost, you will be responsible for paying the difference, or the domain will be forfeited; ownership of a forfeited domain remains with Sysop Solutions. If you wish to keep and transfer the free domain to another provider instead, standard transfer fees apply, and the domain will not be released until those fees are settled.

A.7 Renewals

- The money-back guarantee applies only to first-time/initial purchases, not renewals, unless explicitly stated at checkout for a specific promotion.

- If you do not cancel before your renewal date, the renewal charge is final and non-refundable, except for confirmed billing errors (Section A.8).

- We recommend disabling auto-renewal or setting a reminder if you do not intend to continue a Service. Renewal reminders are typically sent [Insert, e.g., 30 days] before expiry, but timely renewal remains your responsibility.

A.8 Billing Errors and Duplicate Charges

If you believe you were charged in error (duplicate charge, incorrect amount, unauthorized transaction), contact us within [Insert, e.g., 30 days] of the charge at [Insert Billing Email]. We will investigate and issue a corrective refund or credit where an error is confirmed, regardless of the standard refund windows above.

A.9 Chargebacks

Initiating a chargeback or payment dispute with your bank or card issuer without first contacting us may result in immediate suspension of your Services pending resolution. We will attempt in good faith to resolve any billing dispute directly with you (typically within [Insert, e.g., 7 days]) before escalating. We reserve the right to dispute unwarranted chargebacks and to recover any fees imposed on us by our payment processor as a result.

A.10 Refund Method

Refunds are issued to the original payment method wherever possible. If the original method is unavailable (e.g., an expired card), we may issue store credit or request alternative payment details, at our discretion. Where repayment would violate applicable law (e.g., sanctions restrictions), repayment will not be made.

A.11 Refund Eligibility and Account Termination

If your account is suspended or terminated for violating our Acceptable Use Policy or Terms of Service, you forfeit eligibility for any refund, including for unused prepaid time. If we discontinue a Service line entirely, we will issue a prorated refund for unused prepaid time, unless we offer — and you accept — an equivalent replacement Service. (See Part B, Section B.10 for the separate reasons a server or account may be terminated.)

Part B — Service Level Agreement (SLA)

B.1 Scope and Definitions

B.1.1 Scope. This SLA applies to: Shared Hosting, Cloud Hosting, Reseller Hosting, VPS/Cloud Servers, Managed WordPress Hosting, Dedicated Servers, Email Hosting, and DNS Services, unless a plan-specific SLA states otherwise (Section B.9).

B.1.2 "Monthly Service Fee" means the total amount you paid for the affected Service in the billing month in question. If paid as an upfront lump sum covering multiple months, it is calculated as the lump sum divided by the number of months covered.

B.1.3 "Monthly Uptime Percentage" is calculated as:

Monthly Uptime % = 100 × (Total Minutes in Month − Downtime Minutes) / Total Minutes in Month

B.1.4 "Downtime" means the total minutes in a calendar month during which the Service is completely unreachable from our network due to a failure within our infrastructure, as confirmed by our monitoring systems and support team.

B.1.5 "Exclusions" means unavailability caused by:

(a) Force majeure events beyond our reasonable control (natural disasters, war, submarine-cable/telecom failures, riots, etc.);

(b) Your own actions or inactions in connection with your use of the Service;

(c) Your own or a third party's equipment, software, or technology not under our direct control;

(d) Your failure to follow required configuration guidance;

(e) Your unlawful use of the Service or breach of the Terms of Service;

(f) Your non-payment of applicable fees;

(g) Failure of a third-party ISP or upstream provider outside our control; and

(h) Scheduled Maintenance (Section B.3).

B.1.6 "Service Credit" means the percentage of your Monthly Service Fee credited to your account following a validated claim under Section B.2.

B.2 Uptime Commitment and Service Credits

We will use commercially reasonable efforts to provide a Monthly Uptime Percentage of no less than [Insert, e.g., 99.9%] for the Services in scope (the "Service Guarantee"), excluding Exclusions.

B.2.1 Credit Tiers

B.2.2 Claim Requirements

To claim a Service Credit, submit a request within 30 days of the end of the affected calendar month, including:

(a) A detailed description of the incident, including logs or error messages documenting the outage;

(b) The date, time, and duration of the Downtime;

(c) The affected instance ID(s) or account details; and

(d) Any further information we reasonably request to support your claim.

Failure to submit within this window is deemed an irrevocable waiver of your right to that credit.

B.2.3 Review, Payment, and Limits

- We will review your claim in good faith, which may include a joint investigation with you. In the event of any inconsistency between your records and ours, our system records will prevail unless shown to result from a material error on our part.

- Service Credits apply only to future invoices for the affected Service and cannot be exchanged for cash, unless we state otherwise in writing.

- Total Service Credits for a given Service in any billing month will not exceed 50% of that month's Monthly Service Fee.

- Credits must be used within [Insert, e.g., 12 months] of being issued, or they expire.

- Service Credits are your sole and exclusive remedy for any failure to meet the Service Guarantee. We are not liable for any direct, indirect, consequential, or incidental damages arising from downtime, regardless of the legal theory of the claim.

B.3 Scheduled Maintenance

- Scheduled Maintenance is excluded from all Downtime and uptime calculations.

- We will provide at least [Insert, e.g., 48 hours'] advance notice via email and/or our status page, except for emergency maintenance required to address an active security threat or critical failure, which may proceed without prior notice.

B.4 Support Response Times

If a server issue is reported, a qualified engineer will begin investigating within 60 minutes. If unresolved after 60 minutes, you will be notified with a status update and an estimated resolution time. Critical/High priority coverage applies 24/7/365 on eligible plans; Normal/Low priority support may follow business hours Monday–Friday, 9:00 AM–6:00 PM IST (UTC+5:30), excluding public holidays. Support response-time targets are goals and are not, by themselves, subject to Service Credits, unless a plan-specific SLA states otherwise.

B.5 Excluded Events

No Service Credit is issued for outages arising from: Scheduled or emergency maintenance; force majeure; customer-caused misconfiguration or resource abuse; DDoS or malicious attacks where reasonable mitigation was applied; third-party service failures outside our control (registries, upstream ISPs, DNS propagation); suspension for non-payment or policy violations; or Beta/trial/free-tier Services.

B.6 Data Backup and Disaster Recovery

- Where backup services are included in your plan, backups run on the schedule described for that plan (e.g., daily database backups with 7-day retention, weekly file backups with 1-day retention).

- Backups are a convenience and do not replace your own independent backup obligations under our Terms of Service. We do not guarantee zero data loss. Use of the Services is at your own risk, and you are solely responsible for maintaining your own independent backups.

- In a catastrophic infrastructure failure, we will make commercially reasonable efforts to restore Service and data from the most recent available backup.

B.7 Security Commitments

We maintain reasonable technical and organizational security measures, including network firewalls, intrusion detection, DDoS mitigation at the network edge, regular patching of our own infrastructure, and account isolation on shared/VPS environments to limit cross-account impact. You remain solely responsible for securing your own applications, CMS installations, plugins, and credentials.

B.8 Monitoring and Status Page

We monitor our infrastructure continuously. Where available, real-time and historical uptime status is published at https://status.sysophost.com/ . Downtime claims are assessed against this monitoring data and our internal system records.

B.9 Plan-Specific Variations

Certain plans — particularly Dedicated Servers or custom/enterprise contracts — may carry a separately negotiated SLA with different uptime commitments, response times, or credit structures. Where a plan-specific SLA conflicts with this document, the plan-specific SLA governs for that Service.

B.10 Server / Account Termination

Your server or hosting account may be terminated for any of the following reasons:

1. You cancel with immediate effect — your service is suspended right away and terminated within [Insert, e.g., 24 hours].

2. You cancel effective at expiration — your service is suspended at the end of your subscription and terminated within [Insert, e.g., 24 hours] afterward.

3. Non-renewal — if you don't renew by the due date, your service is suspended and terminated within [Insert, e.g., 24–72 hours] after expiry.

4. Violation of the Terms of Service — results in immediate suspension and typically prompt termination once we've confirmed the violation.

5. Suspected fraud — flagged by our anti-fraud checks; if requested verification isn't provided, suspension and termination follow immediately.

6. Unresolved dispute or chargeback — we will generally provide a [Insert, e.g., 7-day] window to resolve the issue directly before termination.

Note: Maintain your own backup copy of anything hosted with us. Once a server or account is terminated, all files are deleted and cannot be recovered — see Section B.6 above and our Terms of Service for full backup responsibilities.

B.11 Limitation

The Service Credits described in Part B are your sole and exclusive remedy for any failure to meet the performance commitments in this SLA. This SLA does not limit any additional rights or remedies you may have under our Terms of Service for matters outside its scope.

C. Changes to This Page

We may revise this Refund Policy & SLA periodically to reflect changes in our practices, pricing, or infrastructure. Updates are posted here with a revised "Last Updated" date and apply prospectively, unless required otherwise by law. Continued use of the Services after a change takes effect constitutes acceptance of the revised terms.

D. Contact Us

Sysop Solutions
Refunds/Billing: [email protected]
Support / SLA Claims: [email protected]
Support Portal: https://billing.sysophost.com/
Status Page: https://status.sysophost.com/
Address: Sysop Solutions, 116 - Guru Nanak Marg, Opp. Govt. College, Ambala Cantt, Haryana, INDIA