Refund Policy

The short version

30 days, no questions, on web hosting, business hosting, game servers, and VPS. After that, we'll work with you on case-by-case stuff — but the formal policy is below. We don't play games with refunds; if you're owed one, you'll get one.

This Refund Policy is incorporated into and forms part of our Terms of Service, and your use of SUZKO services is governed by both. Where this document addresses a specific subject, it controls over the Terms of Service to the extent of any conflict on that subject.

Overview

At SUZKO, we want you to be completely satisfied with our services. This Refund Policy outlines the circumstances under which you may be eligible for a refund and the process for requesting one.

Money-Back Guarantee

We offer a 30-day money-back guarantee on select services for new customers. This guarantee applies to your first purchase of the following services:

• Web Hosting
• Business Hosting
• Game Server Hosting
• VPS Hosting

To qualify for the money-back guarantee, you must request the refund within 30 days of your initial service activation date.

The money-back guarantee does not apply to usage-based or metered services (such as AI Studio, Deploy, Business Phone, Business Email, Marketing Automation, Cloud Storage, Cloud Images, and Live Streaming), professional services, domains, custom hardware, or any service terminated for a policy violation. Refund treatment for those services is described below.

A new customeris a customer purchasing an eligible service for the first time, who has not previously held that service or received a refund under this guarantee. The money-back guarantee applies only to a customer's first eligible purchase and may be used once per customer. It does not apply to renewals, upgrades, downgrades, repurchases of a previously held or refunded service, or additional accounts controlled by the same customer.

We may deny, limit, or reverse any refund we reasonably believe to be abusive, fraudulent, or made in bad faith — including serial sign-ups, repeated cancel-and-repurchase cycles, use of multiple or duplicate accounts to obtain additional guarantees, and any attempt to circumvent the one-per-customer limit. Determinations of eligibility and abuse are made at SUZKO's sole discretion.

Refund Eligibility by Service Type

Web Hosting Services

Server Hosting Services

Domain Services

Add-On Services

Cloud & Platform Services

Communications Services

Professional Services

Non-Refundable Items

The following are explicitly non-refundable under any circumstances:

• Domain registrations, transfers, and renewals
• Dedicated server orders (custom hardware)
• Setup fees
• Overage charges
• Usage-based and metered charges already incurred (AI Studio, Deploy, Cloud Storage, Cloud Images, Live Streaming, and similar services)
• Communications usage already incurred — voice minutes, SMS/MMS messages, phone numbers, number porting, and email or campaign sends
• Prepaid credits and account balances that have been consumed
• Professional services once work has begun
• Third-party licenses (Plesk, etc.)
• Services terminated for Terms of Service or Acceptable Use Policy violations
• Services with chargebacks or payment disputes
• Renewal payments (only initial purchase qualifies)
• Services used for more than 30 days

Prorated Refunds

For services that do not qualify for a full refund under our money-back guarantee, we may offer prorated refunds at our discretion for:

• Annual or multi-year prepaid services cancelled early
• Services with documented technical issues we cannot resolve
• Billing errors on our part

Prorated refunds are calculated based on the unused portion of your service term, less any applicable setup fees and discounts received.

How to Request a Refund

1. Open a Support Ticket: Log into your client portal and open a billing support ticket requesting a refund.
2. Provide Details: Include your service name, invoice number, and reason for the refund request.
3. Wait for Review: Our billing team will review your request within 2-3 business days.
4. Receive Confirmation:You'll receive an email confirming whether your refund has been approved or denied.

Refund Processing

Approved refunds are processed as follows:

• Credit Card Payments: Refunded to the original card within 5-10 business days
• PayPal Payments: Refunded to the original PayPal account within 3-5 business days
• Bank Transfer: Refunded via bank transfer within 10-15 business days
• Account Credit: Applied to your account immediately upon approval

Refund Currency

Refunds are issued in the original currency in which the charge was made, for the amount originally charged in that currency. Because exchange rates fluctuate, the amount you receive in your local currency may differ from the amount originally debited. SUZKO is not responsible for any exchange-rate differences, currency-conversion losses, or bank, card, or payment-processor fees applied to a refund, and such differences and fees are not separately refundable.

Service Cancellation

Requesting a refund will result in the cancellation and termination of the associated service. Upon refund approval:

• All data associated with the service will be permanently deleted
• Access to control panels and management tools will be revoked
• Any associated free services or add-ons will be terminated

Important: Please back up all data before requesting a refund. We cannot recover data after service termination.

Disputes and Chargebacks

We encourage you to contact our billing team before initiating a chargeback with your bank or payment provider. Chargebacks incur fees and may result in:

• Immediate suspension of all services
• Account termination
• Collection actions for disputed amounts
• Ineligibility for future services

Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date. The policy in effect at the time of your purchase will govern your refund eligibility.

Contact Information

For refund requests or billing questions, please contact us at:

Last updated: July 16, 2026