Refund Policy

1. Eligibility for Refunds

Refund requests are evaluated on a case-by-case basis. The following conditions apply:

• Within 48 hours: If you are unsatisfied with our service within the first 48 hours of activation, you may request a full refund.
• Service downtime: If our service experiences extended unplanned downtime exceeding our SLA commitments (99.99% uptime), partial or full refunds may be issued.
• Billing errors: Duplicate charges or incorrect billing amounts will be refunded immediately upon verification.

2. Non-Refundable Situations

Refunds will not be issued under the following circumstances:

• Services used for more than 48 hours without prior complaint or ticket submission.
• Violations of our Terms & Conditions or Acceptable Use Policy.
• Custom setup fees, one-time configuration charges, or IP address allocations.
• Services terminated due to abuse, fraud, or illegal activity.

3. How to Request a Refund

To request a refund, please follow these steps:

1. Send an email to hellow@storm-guard.net with the subject line "Refund Request".
2. Include your account details, order/invoice number, and reason for the refund.
3. Our team will review your request and respond within 2-3 business days.

4. Refund Processing

Approved refunds will be processed within 5-10 business days using the original payment method. Please note that processing times may vary depending on your bank or payment provider. Refunds for cryptocurrency payments will be issued at the current market value at the time of processing.

5. Service Credits

In some cases, service credits may be offered instead of monetary refunds. Service credits can be applied to future invoices and do not expire. Credits are non-transferable and cannot be converted to cash.