Refund Policy

Effective Date: December 20, 2024

1. Overview

This Refund Policy explains when refunds are available for HostJamstack services provided by DRP Solutions ltd. Different services have different refund terms based on their nature and delivery model.

Company Information

DRP Solutions ltd
Company number: 208392740
Address: Trakia, bl 216, Vh B, ap 8, Plovdiv, Bulgaria
Email: refunds@hostjamstack.com
Website: hostjamstack.com

2. Service Categories

HostJamstack offers three main categories of services with different refund policies:

• Hosting Services (Monthly subscriptions)
• Support Packages (One-off services)
• Domain Services (Annual registrations)

3. Hosting Services Refunds

3.1 Hosting Plans

• Growth Plan: €10/month
• Pro Plan: €20/month
• Enterprise Plan: Custom pricing

3.2 Refund Eligibility

30-Day Money Back Guarantee

• Full refund available within 30 days of initial subscription
• Applies to first-time customers only
• Valid for monthly charges only, not for overages or add-ons

3.3 Refund Conditions

Eligible for Refund:

• Service fails to meet advertised uptime (below 99% in first 30 days)
• Technical issues preventing basic functionality
• Service not delivered as described
• Account cancelled within 30 days of initial signup

Not Eligible for Refund:

• Overages and usage-based charges
• Services used for more than 30 days
• Account termination due to Terms of Service violations
• Change of mind after 30-day period
• Prorated amounts for partial months (less than €5)

3.4 Refund Process

1. Submit refund request via email to refunds@hostjamstack.com
2. Include account details and reason for refund
3. Allow 5-7 business days for review and processing
4. Approved refunds processed within 10 business days

3.5 Partial Refunds

• Monthly subscriptions: No prorated refunds for early cancellation
• Annual subscriptions: Prorated refunds available if cancelled within first 30 days

4. Support Packages Refunds

4.1 Support Package Types

• Tiny Tweak: €10 (single hosting task)
• Quick Fix: €25 (small setup fixes)
• First Deploy: €50 (repo to production)
• Launch Pack: €100 (polished go-live)
• Migration Mini: €250 (small site migration)

4.2 Satisfaction Guarantee

48-Hour Review Period

• You have 48 hours after delivery to review completed work
• Full refund if deliverables don't match the package description
• Partial refund for incomplete work (prorated based on completion)

4.3 Refund Conditions

Eligible for Refund:

• Work not completed as described in package details
• Technical errors in our implementation causing site issues
• Delivery significantly delayed without prior notice (>5 business days)
• Work fails basic functionality tests

Not Eligible for Refund:

• Change in project requirements after work begins
• Work completed but customer changes their mind
• Issues caused by changes made after our delivery
• Work cancelled by customer after completion
• Dissatisfaction with design choices not specified in package

4.3 Refund Amounts

• Full Refund: Work not started or major failure to deliver
• Partial Refund: Work partially completed (prorated)
• No Refund: Work completed satisfactorily per package description

4.5 Work Already Performed

If work has already been completed and delivered:

• No refund if work meets package specifications
• You retain access to completed work
• We may retain completed work in our records

5. Domain Registration Refunds

5.1 Domain Registration Policy

Domain registrations are generally non-refundable due to immediate processing with registries.

5.2 Limited Refund Eligibility

Refunds Available Only For:

• Technical errors in registration process preventing domain use
• Duplicate registrations due to system errors
• Registrations cancelled within 24 hours AND domain not yet activated

5.3 Non-Refundable Situations

No Refunds For:

• Successfully registered domains (even if unused)
• Domain transfers
• Premium domain fees
• Registration fees after DNS activation
• Change of mind after successful registration
• Domains that have been configured or used

5.4 Grace Period Deletions

• Some domain extensions allow "grace period deletions"
• Available only for specific TLDs and within registry timeframes
• Subject to registry fees and policies
• No guarantee of refund even if deletion is possible

6. Refund Request Process

6.1 How to Request a Refund

1. Email Request: Send to refunds@hostjamstack.com
2. Subject Line: "Refund Request - [Service Type] - [Account Email]"
3. Include Information:
   • Account email address
   • Service purchased and date
   • Order/invoice number
   • Detailed reason for refund request
   • Supporting documentation if applicable

6.2 Review Process

• Initial Response: Within 24-48 hours
• Review Period: 5-7 business days for complex cases
• Decision Notification: Email notification of approval/denial
• Processing Time: 5-10 business days for approved refunds

6.3 Appeal Process

If your refund request is denied:

• You may appeal the decision within 14 days
• Provide additional information or documentation
• Final decision made by management team

7. Refund Methods

7.1 Payment Method

Refunds are issued to the original payment method.

7.2 Currency and Fees

• Refunds issued in original currency (EUR)
• Any payment processor fees may be deducted
• Currency conversion fees are customer's responsibility

7.3 Failed Refund Attempts

If refund to original payment method fails:

• We will contact you for alternative refund method
• May require additional verification
• Processing may take longer

8. Chargeback Policy

8.1 Chargeback vs. Refund Request

• Always contact us before initiating a chargeback
• Chargebacks may result in immediate service suspension
• We prefer to resolve disputes directly

8.2 Chargeback Consequences

• Account suspension during chargeback investigation
• Additional fees may apply for chargeback processing
• Future payments may require alternative methods

8.3 Disputing Chargebacks

We will dispute illegitimate chargebacks with appropriate documentation.

9. Special Circumstances

9.1 Service Outages

Extended Outages (>24 hours):

• Service credit or prorated refund
• Calculated based on outage duration
• Excludes scheduled maintenance

9.2 Data Loss

If we cause data loss:

• Full refund of affected services
• Assistance with data recovery efforts
• Additional compensation may be considered

9.3 Service Discontinuation

If we discontinue a service:

• 60 days advance notice
• Full refund of unused portions
• Migration assistance when possible

10. European Consumer Rights

10.1 EU Consumer Protection

EU consumers have additional rights under European consumer protection laws:

• 14-day "cooling off" period for online purchases
• Right to cancel certain services without reason
• Enhanced protection for defective services

10.2 Distance Selling Regulations

• Right to cancel within 14 days for distance sales
• Applies to hosting services (not domain registrations)
• Refund processed within 14 days of cancellation

10.3 Digital Services Exception

Note: Digital services that begin immediately upon purchase may not qualify for the 14-day withdrawal period if you explicitly consent to immediate service delivery.

11. Refund Limitations

11.1 Maximum Refund Amount

Maximum refund cannot exceed the amount paid to us for the specific service in question.

11.2 Time Limitations

• Refund requests must be made within specified timeframes
• No refunds for services purchased more than 12 months ago
• Some services have shorter refund windows

11.3 Account Standing

Refunds may be denied for accounts with:

• Previous Terms of Service violations
• History of excessive refund requests
• Outstanding balances or disputes

12. Non-Monetary Remedies

Sometimes instead of refunds, we may offer:

• Service Credits: Applied to future bills
• Service Upgrades: Enhanced features at no cost
• Extended Service: Additional time on current plan
• Migration Assistance: Help moving to another provider

13. Dispute Resolution

13.1 Internal Resolution

• First attempt to resolve disputes through customer service
• Escalation to management team if needed
• Good faith effort to find mutually acceptable solution

13.2 External Resolution

If internal resolution fails:

• EU consumers can use EU Online Dispute Resolution platform
• Arbitration or legal proceedings in Plovdiv, Bulgaria
• Bulgarian law applies to all disputes

14. Policy Updates

14.1 Changes to Policy

We may update this Refund Policy with:

• 30 days advance notice via email
• Website announcement
• Changes apply to future purchases only

14.2 Grandfathering

Existing customers retain refund terms from their original purchase date for that specific service.

15. Contact Information

15.1 Refund Requests

Email: refunds@hostjamstack.com
Subject: "Refund Request - [Service Type]"
Response Time: 24-48 hours

15.2 General Questions

For questions about this policy: Address: DRP Solutions ltd, Trakia, bl 216, Vh B, ap 8, Plovdiv, Bulgaria

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Last updated: December 20, 2024

This Refund Policy is designed to be fair to both customers and our business while complying with applicable consumer protection laws.