Billing Policy

This policy is last updated on 17/03/2018

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Billing Policy

30-day money back guarantees policy for new accounts:

We have a 30-day money back guarantee for all new hosting accounts excluding dedicated servers. If you terminate your services within the first 30 days of the contract, a full refund will be issued for the web hosting charges excluding control panel charges, external software’s license fees, Domain Registrations and Domain Transfers Charges.

In case the account is canceled after the first 30 days customer will be eligible for a pro-rated refund. Pro-rated refunds will not be given for repeated cancellations from the same customer.

Package Renewal:

All renewals will be at the regular rate. Introductory offers do not apply to renewals unless explicitly stated by Woocloud Ltd through an official channel.

You will receive an email regarding your renewal 15 days prior to the renewal due date for the monthly and quarterly billing cycle and 30 days prior to the renewal date for the semi-annual, annual, biannual & triannual billing cycle.

An additional reminder will be sent before the due date and the final reminder would be sent on the day of renewal.

Auto Debit:

We do have an auto debit facility. You are able to store your credit card details in your billing account and your credit card will be charged each month on the due date of the invoice.

Account Suspension:

A grace period of 5 (Five) days will be given to any or all unpaid accounts past the renewal date. The hosting service will be suspended on the 6th (Sixth) day of the account being past due and a notification email would be sent informing about the suspension of service. Backup, if purchased / applicable, will be provided only after the dues are paid during the suspension period, i.e. between 6th and 10th days (both days inclusive) of the account being past due date.

We would allow up to 5 (Five) days after the account has been suspended, for the renewal fee to be paid. The account will be terminated permanently once this period of additional 5 days is over. After your account has been terminated, we can no longer guarantee the recovery of your data. Although all best efforts will be made to recover data past this point if invoices are paid. However, there is no guarantee that data can be successfully restored.

Cancellation:

To cancel your service, you must submit an official cancellation request using the client area. Woocloud Ltd will not accept other means of cancellation, for account security reasons. You are solely responsible for notifying Woocloud Ltd of cancellation.

If the cancellation request is received on or after the renewal date, the invoice will be payable and the cancellation will apply from the start of the next billing cycle.

Refunds:

Accounts that are terminated due to Terms of Service violations, copyright infringement, complaints received from authorized legal agencies, government departments, spam deterrent agencies or any other recognized internet authority, Woocloud Ltd is not liable to refund any charges paid by the customer. We terminate accounts only after having evidence to substantiate the charges/violations levied. Domain registrations, setup fees, and migration fees are not refundable.

Account Verifications:

We have a very strict accounts verification process. Our verification department personnel will be calling up customers who have signed-up for our hosting services & cross-verify all the information submitted during purchase. Accounts are then processed & forwarded for hosting once the information is verified. Under no circumstances would accounts be setup without having been verified. Woocloud Ltd would not be responsible for delayed account setups in cases where customers do not respond to verification phone calls.


VAT Policy:

If you live outside UK, then you may qualify for UK VAT exemption. VAT will not be charged on future invoices once we have confirmed your eligibility by validating address and identity details.

Upon sign-up we must charge VAT on your first invoice; if eligibility for VAT exemption is proved, the VAT charged on this invoice will be refunded in the form of a credit to your billing account and future invoices will be VAT exempted.


For any change in contact details, billing cycle changes, account upgrades/downgrades, cancellation or termination of hosting services, written authorization is mandatory and to be submitted using the client area. Requests on our live-chat & our toll-free number would not be accepted. All email communications have to be done from the registered email address.

If you have any questions about our Billing Policy, please email us at billing [at] woocloud.co.uk.