Cancellations, Refunds & Billing Support

Cancellation & Refund Policy

Last Updated: May 5, 2026

Simple Summary

This policy explains when a service can be cancelled, when a refund may be available, which services are normally non-refundable, and how refund requests are reviewed. Our goal is to keep cancellations and billing matters clear, fair, and easy to understand.

1. Service Activation & Delivery

A service is considered activated when the order has been approved and the service has been provisioned, login details have been sent, account resources have been reserved, or the service becomes available inside the client area.

Some services are activated automatically after payment, while others may require manual review, identity verification, fraud checks, provider availability checks, or additional setup time.

2. Cancellation Requests

Customers can request cancellation through the AwakeHost client area. Using the client area helps us verify the account securely and process the request correctly.

• Cancellation requests should be submitted before the next renewal date.
• Cancelling a service stops future renewal billing for that service, where the request is submitted before renewal processing.
• A cancellation request does not automatically mean a refund is approved.
• Services may remain active until the end of the paid billing period unless immediate cancellation is requested or required.

Requests sent through social media, live chat, or informal messages may not be treated as verified cancellation requests unless the account owner is authenticated.

3. Refund Eligibility

Refund eligibility depends on the service type, activation status, billing cycle, usage, reason for cancellation, and whether any third-party or infrastructure cost has already been incurred.

In general, refund requests are reviewed more favorably when they are submitted soon after the first order and before the service has been heavily used, abused, transferred, renewed, upgraded, or customized.

Refund approval is not automatic. Each request is reviewed based on the service type, order status, usage, account history, and reason for cancellation.

4. Eligible Hosting Refunds

Eligible hosting refunds may be considered when:

• The refund request is submitted within the applicable review window.
• The service has not been used for spam, abuse, phishing, malware, resource abuse, or policy violations.
• The issue relates to a service problem that AwakeHost is unable to reasonably resolve.
• The service has not already consumed significant resources, bandwidth, licensing, support time, or provider costs.
• The customer has submitted the request from the verified account or client area.

Where possible, our team may first try to resolve the service issue before a refund decision is made.

5. Non-Refundable Services & Charges

Some services involve third-party costs, registry charges, software licensing, infrastructure reservation, or manual work. These items are normally non-refundable once ordered, activated, issued, or processed.

• Domain services: domain registrations, renewals, transfers, redemption fees, restoration fees, and registry charges.
• Software licenses: control panels, server licenses, premium plugins, WHMCS, LiteSpeed, CloudLinux, Softaculous, and similar third-party software.
• SSL certificates: SSL certificates that have been issued or activated.
• Setup or migration work: one-time setup, migration, configuration, custom support, or administrative work already performed.
• Add-ons and upgrades: dedicated IPs, storage upgrades, backup add-ons, management add-ons, or similar resources already provisioned.
• Abuse-related services: services suspended or terminated due to spam, phishing, malware, chargeback abuse, fraud, or policy violations.
• Cryptocurrency payments: blockchain and crypto payments are usually non-refundable because of network settlement, volatility, and processor limitations.

If a non-refundable charge is part of a larger order, only the eligible part of the order may be considered for refund.

6. Renewals

Renewal payments are used to keep services active for the next billing period. Customers are responsible for reviewing renewal dates, invoices, and active services inside the client area.

• To avoid renewal charges, cancellation should be submitted before the renewal date.
• Renewed services may not be refundable once the new billing period has started or provider costs have been incurred.
• Domain renewals are normally final once processed by the registry or registrar.
• If a renewal was made in error, customers should contact billing support as soon as possible for review.

AwakeHost may send renewal notices, but customers should not rely only on reminders. It is important to keep account email addresses and payment details up to date.

7. VPS & Infrastructure Refunds

VPS and infrastructure services often involve immediate resource allocation, IP assignment, software installation, and upstream provider reservation. For this reason, VPS-related refunds may be limited after provisioning.

A refund may be reviewed if the service cannot be delivered as ordered or if a major provisioning issue cannot be resolved within a reasonable time. However, refunds are generally not available for issues caused by customer-side configuration, unsupported software, self-managed server administration, blocked ports required by provider policy, operating system misuse, or third-party application problems.

Where a VPS refund is approved, the refunded amount may be reduced by consumed usage, license charges, payment processing costs, provider reservation costs, or non-refundable add-ons.

8. Technical Issues & Support Review

If a customer experiences a technical issue, we encourage them to contact support before requesting cancellation. Many hosting issues can be resolved through configuration changes, migration assistance, DNS correction, resource review, or software troubleshooting.

Refunds are normally not approved for issues outside AwakeHost’s reasonable control, including:

• Customer-side DNS errors, domain configuration issues, or incorrect nameserver setup.
• Problems caused by third-party themes, plugins, scripts, applications, or custom code.
• Issues caused by unmanaged server configuration or unsupported software.
• Slow performance caused by unoptimized websites, oversized media, malware, external scripts, or local ISP routing.
• Blocked accounts or services caused by spam, phishing, malware, abuse, or policy violations.

9. Refund Method & Processing Time

Approved refunds are normally returned to the original payment method where possible. Refund processing time may depend on the payment provider, bank, card network, or settlement method.

• Card and wallet refunds may take several business days to appear.
• Bank transfer refunds may require additional verification.
• Crypto payments are usually not reversible and may not be refundable.
• If the original payment method cannot receive a refund, account credit may be offered where appropriate.

AwakeHost may deduct non-refundable third-party costs, gateway fees, consumed resources, or approved service charges where applicable.

10. Account Credit

In some cases, AwakeHost may offer account credit instead of a direct refund. Account credit can usually be used toward future eligible AwakeHost services.

Account credit has no cash value unless AwakeHost agrees otherwise, and it may not be transferable to another person or account.

11. Payment Disputes & Chargebacks

If there is a billing concern, customers are encouraged to contact AwakeHost billing support before opening a payment dispute or chargeback. Most billing questions can be reviewed and resolved faster through support.

If a payment dispute, chargeback, reversal, or unauthorized payment claim is opened, the related account or service may be placed on hold while the payment provider reviews the case. This helps protect the account, prevent further billing activity, and preserve service records during the investigation.

If the dispute is resolved in the customer’s favor, access and billing status will be reviewed accordingly. If the dispute is reversed in AwakeHost’s favor, any outstanding balance, provider fees, or dispute-related costs may need to be settled before services are restored.

12. Fraud, Abuse & Policy Violations

Refunds are generally not available for accounts or services involved in fraud, payment abuse, spam, phishing, malware, illegal activity, network attacks, repeated abuse complaints, or serious violations of AwakeHost policies.

Where an account is restricted due to abuse or security risk, AwakeHost may retain necessary service records, logs, invoice information, or communication history for security, compliance, payment, and investigation purposes.

13. How to Request a Refund

To request a refund, customers should submit a ticket from the verified client area. This helps us confirm account ownership and review the service history accurately.

• Log in to the AwakeHost client area.
• Open a billing or cancellation ticket.
• Select the service related to the refund request.
• Explain the reason for cancellation or refund review.
• Include screenshots, error messages, or support ticket references if relevant.

Our billing team will review the request and respond with the available options.

14. Policy Updates

AwakeHost may update this Cancellation & Refund Policy from time to time to reflect changes in services, payment methods, provider rules, billing processes, or legal requirements. The latest version published on this page will apply to future orders, renewals, and refund requests.

15. Contact Billing Support

Questions about cancellations, refunds, invoices, renewals, or payment issues may be sent to our billing team.

Existing customers should use the client area where possible so account-related requests can be handled securely.