Cancellation and Refund Policy

We want you to be confident in your purchase, so please read this policy before ordering. If you are unsure which plan suits your project, our support team will be happy to help you choose before you pay.

1. Why Our Services Are Non-Refundable Once Delivered

Our Services are digital. As soon as your payment is received, we allocate server resources to you, purchase licences, register domain names with registries and request certificates from certificate authorities. Many of these costs cannot be recovered by us once incurred.

For this reason, once a Service has been delivered, the payment for it is non-refundable, regardless of how much the Service has been used.

A Service is considered delivered when it has been activated and the access details have been made available to you in the client area or by e-mail — for example:

• Shared / Web Hosting — the hosting account has been created and control panel access has been provided;
• VPS / VDS — the server has been deployed and its IP address and access credentials have been provided;
• Domain names — the domain has been registered, renewed or transferred;
• SSL certificates and licences — the certificate has been issued or the licence has been activated.

2. When You Are Entitled to a Refund

We will issue a refund in the following cases:

2.1. Service not delivered due to our fault. Activation usually takes up to 15 minutes, but in some cases may take up to 12 hours. If we are unable to activate a paid Service within 12 hours of receiving payment for reasons on our side, and you have completed any verification we requested, you may cancel the order and request a full refund for that Service.

2.2. Duplicate payment. If you were charged more than once for the same invoice, the duplicate amount will be refunded in full.

2.3. Billing error. If you were charged an amount different from the price shown on the invoice or the Website at the time of your order due to an error on our side, the difference will be refunded.

2.4. Termination by Leneex without cause. If we terminate a Service for reasons other than your breach of our Terms or policies, the unused prepaid portion of the fee for that Service will be credited to you.

2.5. Where required by law. Nothing in this policy limits any right to a refund that you have under mandatory law that applies to you.

Outside these cases, any refund is at the sole discretion of Leneex, may be partial, and does not create an obligation to provide similar refunds in the future.

3. Cases That Are Not Eligible for a Refund

Without limiting Section 1, refunds are not available for:

• Services that have been delivered, including partially used billing periods;
• automatic renewals that were not cancelled before the renewal date;
• domain name registrations, renewals, transfers and redemption fees;
• SSL certificates, control panel licences and other third-party licences;
• setup fees, migration fees, and administrative or professional service fees for work already performed;
• funds added to the account balance;
• Services suspended or terminated due to a breach of our Terms and Conditions, the Abuse Handling Policy or any other policy, including unpaid invoices and illegal use;
• the unused part of a billing period after a downgrade or change of billing cycle;
• a change of mind, lack of technical knowledge, or incompatibility of your software with a Service whose specifications were published before purchase;
• temporary unavailability of a Service;
• promotional, discounted or free Services.

4. How to Cancel a Service

4.1. You can cancel any Service at any time through the client area by submitting a cancellation request for that Service. For security reasons, cancellation requests received by other means (such as e-mail or social media) are not accepted, unless you cannot access the client area and your identity has been verified.

4.2. When submitting a request, you can choose:

• End of billing period — the Service stays active until the end of the period already paid for, and then it is terminated and will not renew. This is the recommended option;
• Immediate — the Service and all its data are terminated shortly after the request is processed. The unused part of the billing period is not refunded.

4.3. To avoid being charged for the next period, please submit your cancellation request before the renewal date. If a renewal invoice has already been issued, cancelling the Service will cancel the unpaid invoice.

4.4. Domain names are not cancelled through a hosting cancellation. To stop a domain from renewing, disable auto-renewal for that domain in the client area. An expired domain may still be recoverable for a limited time at the price set by the registry.

4.5. Please back up your data before cancelling. After a Service is terminated, its data may be permanently deleted and cannot be restored.

5. How Refunds Are Made

5.1. To request a refund in any of the cases described in Section 2, please open a billing ticket in the client area within 30 days of the payment concerned, stating the invoice number and the reason for your request.

5.2. We will review your request and reply within 5 business days.

5.3. Approved refunds are credited to your Leneex account balance by default, where they can be used for any of our Services. At your request, the refund may instead be returned to the original payment method where technically possible. In that case, transaction fees charged by the payment provider that cannot be recovered by us may be deducted.

5.4. Payments made in cryptocurrency, and payments made through methods that do not support refunds, can be refunded only to your account balance.

5.5. Refunds to a card or other external payment method are usually processed within 5–10 business days after approval, depending on your bank or payment provider.

6. Chargebacks and Payment Disputes

We understand that billing mistakes can happen, and we are always ready to resolve them. Please contact us before opening a chargeback or payment dispute — this is the fastest way to solve any billing issue.

If a chargeback or payment dispute is opened:

• all Services on your account may be suspended until the dispute is resolved;
• we will provide the bank or payment provider with evidence that the Services were ordered and delivered;
• any chargeback fees charged to us by the payment provider may be charged to your account;
• to restore Services, you will need to pay the disputed amount and any related fees;
• if the chargeback is found to be unjustified or fraudulent, we may permanently terminate your account and refuse future orders.

7. Changes to This Policy

We may update this policy from time to time. Changes do not affect orders paid before the update takes effect.

8. Contact Us

For any billing or refund questions, please open a billing ticket in the client area at leneex.com.

• Company: LENEEX CLOUD LTD
• Registered office: Themistokli Dervi, 41, HAWAII NICOSIA TOWER, 2nd floor, Flat/Office 201, 1066, Nicosia, Cyprus