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Refund Policy

We strive to ensure your satisfaction with our hosting services. However, if you are not completely satisfied, you may be entitled to a refund under the conditions outlined below. This policy is in compliance with EU and Estonian consumer protection laws, including the Consumer Rights Directive (2011/83/EU) and the Estonian Consumer Protection Act.

1. Right of Withdrawal

1.1. If you are a consumer (as defined under EU law), you have the right to withdraw from your service agreement within 14 days without giving any reason.
1.2. The withdrawal period will expire 14 days from the date of purchase or the date the agreement was entered into.

2. Exceptions to the Right of Withdrawal

2.1. Under EU law, the right of withdrawal does not apply to:

  • Digital services already provided or commenced with your consent and acknowledgment of loss of withdrawal rights.
  • Personalized or custom services tailored to your specific requirements.

2.2. If the service was activated or used during the withdrawal period, you may receive only a partial refund to account for the usage. The refund amount is determined based on the number of days the service was used during the withdrawal period. The more days used, the smaller the refund. Only the unused portion of the service period will be refunded.

2.3. Important Clarifications

  • The day of service activation is counted as the first day of use.
  • Refund requests must be submitted within 14 days of the original purchase date.
  • Refunds may be declined if more than 50% of the subscription duration has already been used.

All refunds are processed to the original payment method within 5–10 business days.

3. How to Exercise Your Right of Withdrawal

3.1. To exercise your right of withdrawal, you must inform us by sending a clear written statement to:

  • Email: support@ishosting.com
  • internal ticket system in Personal Account

3.2. You may use the EU standard withdrawal form, but it is not obligatory.

3.3. To meet the withdrawal deadline, it is sufficient for you to send your communication regarding your exercise of the right of withdrawal before the withdrawal period has expired.

4. Refund Eligibility and Process

4.1. Refunds are processed only for payments made directly to WEBRAIN OÜ. Third-party payment fees (if any) are non-refundable.
4.2. Refunds will be issued to the original payment method within 14 days of approving your refund request.
4.3. If services have been partially consumed, refunds will be prorated based on the duration and usage of services.
4.4. In cases of voluntary refunds, we may deduct the transactional fee charged by the payment provider from the amount to be refunded. This deduction will reflect the actual cost incurred during the transaction.
4.5. Refunds from the personal account balance replenishment transactions are not possible. The balance can only be used to pay for our services.
4.6 VAT Refunds:

  • If VAT was applied to the original transaction, it will generally be refunded along with the original amount if the refund is issued under the right of withdrawal (within 14 days) or due to a failure to provide the agreed service.
  • If a partial refund is issued due to partial service consumption, the refunded VAT will be proportionate to the refunded amount.
  • If a refund is issued for reasons outside legal obligations (e.g., voluntary refunds or goodwill refunds), VAT may not be refundable depending on tax regulations.
  • Businesses registered for VAT within the EU may need to reclaim VAT through their own tax authority if the refund does not include VAT.
  • Any VAT refund will be processed in accordance with EU and Estonian tax laws and may be subject to additional administrative requirements.

5. Non-Refundable Services

The following services are non-refundable:

  • SSL certificates.
  • Additional services provided by third parties.
  • Payments for licenses (panels, OS, etc.) are not refundable for the paid month and considered to be used

6. Refunds Mandated by Law

6.1. Refunds are provided in full for:

  • Withdrawal within 14 days under the Consumer Rights Directive.
  • Goods or services that are defective or not as described.
  • Breach of contract where services were not delivered as agreed.

6.2. Refunds are also mandated for unauthorized charges or unfair commercial practices.
6.3. Where services were partially used, refunds may be prorated based on the unused portion of the contract.

7. Termination and Non-Payment

7.1. Failure to Pay
If you fail to pay the fees due for the Services, we may suspend or terminate your Services and pursue any collection costs incurred by the Company, including without limitation, any arbitration and legal fees and Company's reasonable attorneys' fees. If any check is returned for insufficient funds, the Company may impose a minimum processing charge plus any applicable taxes. Services will not be reactivated until all outstanding amounts are paid. We are not responsible for any deleted or lost Subscriber Content that results from any suspension or termination of the Services.

Dedicated servers: once the Dedicated Servers are overdue, we will not automatically activate the Dedicated Servers. Contact the Company's technical support department via Ticket to get help with Dedicated Server reactivation. 

7.2. Termination Procedure
You may terminate the Services you have purchased at any time during the Term using the Management section of the services or by submitting a request to the technical support department. A cancellation request is subject to verification of ownership of the account and/or domain, as determined in the sole discretion of the Company. In the event of such cancellation, you must pay all fees and charges accrued prior to the entry into force of such cancellation, in accordance with the terms of the offer. Upon account deletion, all Client Content will be permanently deleted from the server. Please back up all Client Content before contacting the Company and canceling your account.

7.3. Termination by Company
Company may terminate your access to the Services, in whole or in part, including deletion or confiscation of all files, content, and/or domain name registrations, without notice in the event that: you fail to pay any fees due hereunder to Company, you violate the terms and conditions of these Terms, your conduct may harm Company or others, cause Company or others to incur liability, or disrupt Company's business operations (as determined by Company in its sole discretion), you are abusive toward Company's staff in any manner, or for any other lawful reason, including to comply with applicable law, or as otherwise specified in these Terms. In such an event, the Company will not refund to you any fees paid in advance of such termination, and you shall be obligated to pay all fees and charges accrued prior to the effectiveness of such termination.

8. Disputes and Governing Law

This refund policy is governed by the laws of the European Union and the Republic of Estonia. Any disputes shall be resolved under the jurisdiction of Estonian courts.

If you have any questions about this policy, please contact us via any available method on our website.