At SULV Finance, we are committed to providing high-quality VPS and cloud hosting services. We understand that sometimes services may not meet your expectations or requirements. This Refund Policy outlines the conditions under which refunds may be issued for our services.
1. Satisfaction Guarantee
SULV Finance offers a 100% satisfaction guarantee on all our services. If you're not completely satisfied with the quality, reliability, or performance of any service, we will provide a refund or credit at our discretion.
This guarantee applies to both one-time purchases and subscription services.
2. Eligibility for Refunds
You may be eligible for a refund in the following circumstances:
- Service Unavailability: Extended service outages beyond what is covered in our Service Level Agreement (SLA)
- Service Quality Issues: Persistent performance problems that significantly impact your operations and cannot be resolved by our technical team
- Billing Errors: Incorrect charges or duplicate billing
- Service Cancellation: Prorated refund for unused portion of prepaid services, subject to the terms below
- General Dissatisfaction: If you are unhappy with a service for any reason during the first 14 days of service (our trial period)
3. Refund Request Timeframe
To be eligible for a refund, you must notify us of the issue within:
- 14 days of service activation for trial period refunds
- 7 days of the occurrence for service quality or availability issues
- 30 days of the charge date for billing errors
Refund requests made after these timeframes may be considered on a case-by-case basis but are not guaranteed.
4. How to Request a Refund
Refund Request Process:
- Contact Customer Service: Reach out to us via email at billing@sulvfinance.com, by phone at +442272809991, or through the "Support" section in your account.
- Provide Order Details: Include your account ID, the services in question, and the reason for your refund request.
- Documentation: If applicable, provide documentation of the issue (such as service outage logs or billing statements).
- Review: Our customer service team will review your request and may ask for additional information if needed.
- Resolution: We will process your refund or offer an appropriate solution within 5-7 business days of receiving your complete request.
5. Refund Processing
5.1 Refund Methods
Refunds will be issued using the same method of payment used for the original purchase when possible. If the original payment method is no longer available, we will work with you to determine an alternative refund method.
5.2 Processing Time
Once approved, refunds will be processed within 5-7 business days. However, the time it takes for the refund to appear in your account depends on your payment provider and may take an additional 5-10 business days.
5.3 Partial Refunds
In some cases, we may issue partial refunds based on:
- The duration of service already used
- The nature and severity of the service issue
- Any promotional discounts applied to the original purchase
6. Non-Refundable Items
The following items are generally not eligible for refunds:
- Domain Registration Fees: Due to the immediate registration with domain authorities, domain registration fees are non-refundable.
- Setup Fees: One-time setup fees for custom configurations are non-refundable after the work has been completed.
- Add-on Services: Third-party licenses or services that have been activated.
- Services Cancelled After Trial Period: Services cancelled after the 14-day trial period may not be eligible for refunds except for the unused portion as specified in your service agreement.
- Services Terminated Due to Policy Violations: Services terminated due to violations of our Acceptable Use Policy or Terms of Service are not eligible for refunds.
7. Cancellation Policy
7.1 Service Cancellation
You may cancel your services at any time by contacting our customer service team or through your account management portal. The refund eligibility for cancelled services depends on the service type and timing of cancellation:
- Monthly Services: For monthly subscription services, cancellations take effect at the end of the current billing cycle, and no refund is provided for the remainder of that cycle.
- Annual Services: For annually billed services, you may be eligible for a prorated refund of the unused portion, less any applicable discounts and fees, if cancelled outside the trial period.
7.2 Data Retention After Cancellation
Upon service cancellation, we will retain your data for a limited period as specified in our Data Retention Policy. After this period, all data will be permanently deleted from our systems. It is your responsibility to back up any data before cancelling services.
8. Service Credits as an Alternative
In some cases, we may offer service credits instead of monetary refunds. Service credits:
- Can be applied to future service purchases or renewals
- May be offered at a higher value than the equivalent cash refund
- Are typically valid for 12 months from the date of issue
- Cannot be transferred or converted to cash
9. SLA Credits
Service Level Agreement (SLA) credits for service unavailability are handled according to the terms specified in your service agreement and are separate from this refund policy. SLA credits are typically applied automatically to your next billing cycle.
10. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective when posted on this page with a revised "Last Updated" date. We encourage you to review this policy periodically for any changes.
11. Contact Information
If you have any questions about this Refund Policy, please contact us:
