Return & Refund Policy

Trusted Global DC sells digital hosting services, so there is nothing physical to return: a “return” means cancelling a service and, where this policy allows, receiving your money back. This page explains which services carry a money-back guarantee, what is not refundable, how to cancel, and how and when refunds are paid. It forms part of our Terms of Service and is published in accordance with the Consumer Protection (E-Commerce) Rules, 2020.

1. Money-back guarantee at a glance

Service	Money-back window	Applies to
Shared hosting plans	30 days from first activation	First purchase of a plan only
VPS plans	7 days from first activation	First purchase of a plan only
Dedicated servers	No money-back window (see section 3)	Built to order
Add-on services (backups, managed support, SSL, migrations)	Not refundable once activated or delivered	–
Renewals of any service	Not refundable	Cancel before the renewal date instead

2. Eligibility

• The money-back guarantee covers the first purchase of a shared hosting or VPS plan by a customer. It does not apply to a second or later plan of the same type, to upgrades or downgrades, or to a plan bought after an earlier refund.
• The window starts on the day the service is activated, not the day the order is placed.
• The refund is for the hosting fee paid for the plan. Add-ons ordered with the plan are treated separately under section 3.
• A refund will not be given where the account or service has been suspended or terminated for breach of the Terms of Service or the acceptable-use rules, or where we reasonably believe the request is fraudulent or abusive.

3. Services that are not refundable

• Dedicated servers. Each server is procured and configured specifically for you, so fees are not refundable once provisioning has started. If we are unable to deliver a dedicated server within 7 business days of the estimated delivery date and you choose to cancel, we will refund the full amount paid.
• Add-on services. Automated backups, managed support plans, SSL certificates, migration services and similar add-ons are not refundable once the service has been activated or the work has been carried out.
• Renewal payments. Renewals are not refundable. We send reminder emails before every renewal; to avoid being charged, cancel the subscription in the Portal before its next billing date.
• Setup, licence and third-party fees. Any setup fee, software licence or third-party charge shown separately on the plan page is not refundable.
• Partial periods. Outside the money-back window, we do not give pro-rata refunds for unused time when a service is cancelled early.

4. How to cancel a service

1. Sign in to your account and open the Portal.
2. Find the subscription and choose Cancel. You can cancel at the end of the current billing cycle, which keeps the service running until then, or cancel immediately.
3. Download a copy of your data before the service ends. Once a service is terminated its data is deleted and cannot be recovered.

Cancelling a service does not by itself create a refund. If you are within a money-back window, request the refund as described below.

5. How to request a refund

Email [email protected] from the email address registered on your account, with the subject “Refund request”, and include:

• the name of the plan and the order or invoice number;
• the date the service was activated;
• a brief reason for the request (optional, but it helps us improve).

We may ask you to confirm your identity before processing the request. Requests made after the money-back window closes cannot be accepted.

6. How refunds are paid

• We review every request and confirm our decision by email within 5 business days.
• Approved refunds are issued through Razorpay to the original payment method. We cannot refund to a different card, account or wallet.
• Razorpay normally releases the refund within 5 to 7 business days. Your bank or card issuer may take a further few days to show it on your statement.
• GST charged on the original invoice is refunded along with the fee, and a credit note is issued for your records.

7. Failed, duplicate and disputed payments

• If a payment is debited but the order does not complete, the amount is normally reversed automatically by Razorpay or your bank within 7 business days. If it is not, contact us with the transaction reference and we will trace it.
• If you are charged twice for the same order, we refund the duplicate payment in full once it is confirmed.
• Please contact us before raising a chargeback with your bank. Chargebacks raised without giving us the chance to resolve the problem may lead to suspension of the related service while the dispute is investigated.

8. Service credits

Where a plan carries a written uptime commitment and we fail to meet it, the remedy is a service credit applied to your next invoice as described on the plan page. Service credits are not paid out as cash refunds.

9. Your statutory rights

Nothing in this policy limits the rights you have under the Consumer Protection Act, 2019 or any other law that cannot be excluded by agreement. If you are not satisfied with how a refund request has been handled, you can escalate it to our Grievance Officer, whose details are on the Legal Information page. We acknowledge grievances within 24 hours and aim to resolve them within 15 days.

10. Changes to this policy

We may revise this policy from time to time. The version in force when you place an order applies to that order. The “last updated” date at the top of the page shows when it was last changed.