Money-back guarantee and refund policy

1. Scope of the guarantee

It covers the first payment of a hosting plan (Basic, Plus, Ultra Plus, Business or WebMaster) contracted for the first time by a natural or legal person. It runs from the service activation date and may be exercised once per customer.

Within 30 days you may request a refund without giving a reason. Knowing it helps us improve, but it is not a condition.

2. Exclusions

Domain registrations, transfers and renewals, paid SSL certificates, third-party software licenses and any service eCloud pays to an external provider on the Customer's behalf, as these are final and irreversible charges. If the plan included a free .com domain, on requesting a refund the domain is deducted at list price so you keep it, or released if you prefer.

Renewals of plans already used; development services, governed by approved milestones and non-refundable partial payments; dedicated business email or custom configurations; plans purchased under promotions that expressly state their exclusion; and services suspended or terminated for breaching the acceptable use policy or for fraud.

The free trial involves no payment and therefore no refund.

3. Procedure

Request it on WhatsApp at +58 412-425.12.54 or by email to info@server-ecloud.com from your registered address, stating the order number and, if you wish, the reason. We confirm receipt the same business day and decide within a maximum of 3 business days. Once approved, the service is cancelled and its data kept for 15 days so you can export it.

4. Timing, method and currency of refund

We refund through the same method you paid with, to the originating account: Pago Móvil or transfer in bolívares, PayPal in USD or Binance Pay in USDT. It takes up to 5 business days from approval, subject to bank or gateway processing times.

If you paid in bolívares, we refund the same bolívar amount you paid, regardless of BCV rate changes between payment and refund. Fees charged to the Customer by banks or gateways are non-refundable. VAT is refunded when the invoice can be voided or a credit note issued under SENIAT regulations.

5. Chargebacks and disputes

Please request a refund through this channel before opening a dispute or chargeback with your bank, PayPal or Binance. A chargeback opened without a prior request is treated as a breach: eCloud may suspend all your services, submit evidence of the agreement and the service provided, and claim the handling costs incurred.

6. Downtime compensation

If hosting infrastructure was available less than 99.9% in a month due to causes attributable to eCloud, you may request within the following 30 days a credit in service days proportional to the downtime, capped at one month of service. This credit is the sole compensation for downtime and is not paid in cash.

7. Cancellations outside the guarantee

You may cancel any service at any time; cancellation takes effect at the end of the paid period and does not generate a pro-rated refund, unless eCloud has seriously and demonstrably breached its essential obligations.

8. Abuse of the guarantee

The guarantee exists so you can try the service without risk, not to fund temporary projects. eCloud may deny it to anyone who has used it before, to duplicate accounts, or where resource usage during the period indicates improper exploitation (for example, bulk email campaigns or intensive consumption followed by cancellation).