Billing & Payments

How to request a refund

When a refund applies (only for technical issues we cannot fix, within the periods of our Refund Policy) and how to request it.

Apr 8, 20262 min readrefundpolicychargeback

Refunds follow our Refund Policy. Within the first 14 calendar days, a refund is only possible if the service has a technical issue that we cannot fix within a reasonable time. If there is no such technical issue, no refund applies.

Conditions by service

  • VPS, Cloud Hosting, Web Hosting, Mail Hosting, Game Servers and Remote DDoS Protection: within 14 calendar days of delivery, only for a technical issue we cannot fix within a reasonable time. After that period, the same criterion applies within 30 calendar days.
  • Dedicated Servers: once the server has been delivered, neither the first nor any later payment is refunded. A refund can only be considered within 24 hours of delivery, for a technical problem we cannot fix within a reasonable time.
  • Managed IT Services: within 30 calendar days of purchase, only for a technical issue we cannot fix within a reasonable time.
  • Domain Names: no refund once the purchase has been completed.
  • Setup and provisioning fees, third-party licences, domain registration fees and other charges that cannot be reversed are not refundable (Terms of Use).

Duplicate payments and cancellations

  • Duplicate payments are refunded as credit to your Fusiora account or to the original payment method. Payments by Paysafecard, cryptocurrency, bank transfer, Bizum or Tebex are always refunded as account credit.
  • Payments taken after the date of a cancellation request are refunded if you ask for it.
  • Payment gateway fees are not refunded.
  • Account credit does not expire, can be used on any of our active services and cannot be transferred to another account.

How to request it

  • Open a ticket from the client area in the Billing department, or email info@fusiora.com. Requests made through any other channel are not valid.
  • Include the invoice number and describe the technical issue.
  • Billing replies during its published hours (Mon–Fri, 10:00–20:00 Madrid time; see Contact). Each request is assessed under the Refund Policy.

If anything in this article differs from the Refund Policy, the Refund Policy prevails.

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