Refund Policy

Last modified on April 1, 2025.

1. Service Cancellation

1.1. Cancellation by Client

Clients may cancel Services at any time by submitting a written request through the Sunetix Customer Portal or via email to support@sunetix.org. Cancellations take effect either immediately or at the end of the current billing cycle (“Next Billing Date Cancellation”). Immediate cancellations terminate Services upon approval but do not entitle the Client to refunds for unused periods.

1.2. Data Responsibility

Clients are solely responsible for maintaining independent backups of all data hosted on Sunetix’s infrastructure. Sunetix disclaims liability for data loss during or after cancellation. Clients may request permanent data erasure in writing; otherwise, Sunetix retains data for thirty days post-cancellation for potential restoration. Data is permanently deleted thereafter unless retention is required by law.

2. Termination by Sunetix

2.1. Grounds for Termination

Sunetix reserves the right to terminate Services immediately without prior notice in the event of material breaches of the Terms of Service (ToS), Acceptable Use Policy (AUP), or applicable laws. Grounds for termination include, but are not limited to, Client involvement in illegal activities, fraudulent practices (e.g., multi-accounting, payment fraud), non-payment of fees for fourteen days or more, actions threatening infrastructure security or stability, or other violations deemed severe at Sunetix’s sole discretion.

2.2. Termination Measures

Depending on the nature and severity of the breach, Sunetix may impose a temporary suspension of Services, restrict specific features, terminate Services immediately without refund, or schedule termination for the next billing cycle. Sunetix may also prohibit the Client from placing new orders indefinitely. The determination of severity and appropriate action is made on a case-by-case basis.

2.3. Pre-Termination Process

For non-material breaches, Sunetix will issue a support ticket detailing the violation and provide a resolution period, typically between 24 and 72 hours. The Client is solely responsible for addressing the issue within this timeframe. Failure to resolve the violation may result in escalation to termination.

2.4. Post-Termination Obligations

All outstanding fees for the remainder of the billing cycle and future charges under active Service Orders become immediately due upon termination. The Client must promptly transition Services to another provider. Sunetix disclaims responsibility for data loss, service continuity, or post-termination support.

2.5. Data Handling

Data associated with terminated Services is retained for thirty days unless permanent erasure is requested in writing. Sunetix may retain data longer if required by law or for dispute resolution. Clients waive all claims related to data loss post-termination.

2.6. Survival

Provisions addressing payment obligations, data retention, and liability limitations survive termination indefinitely.

3. Refund Eligibility

3.1. Discretionary Refunds

Refunds are issued solely at Sunetix’s discretion and are not guaranteed. Clients may request refunds under limited circumstances, which Sunetix evaluates on a case-by-case basis. Refund eligibility is contingent upon strict compliance with the Terms of Service (ToS) and this Refund Policy.

3.2. Eligible Circumstances

Refunds may be considered if Services are canceled prior to activation and no access or resources have been provisioned. Refunds for prepaid periods are prorated based on unused service time, excluding setup fees, domain registrations, SSL certificates, or third-party licensing costs. Service Level Agreement (SLA) credits, as detailed in Section 5 (Service Credits) of the SLA, constitute the exclusive remedy for downtime and are applied as account credits, not cash refunds.

3.3. Non-Refundable Items

No refunds are issued for domain registrations, SSL certificates, cryptocurrency payments, setup fees, or Services terminated due to Client violations of the ToS, Acceptable Use Policy (AUP), or fraudulent activity. Services explicitly marked as “non-refundable” at the time of purchase are ineligible for refunds under any circumstances.

3.4. Refund Process

Approved refunds are processed within ten business days via the original payment method, minus transaction fees imposed by third-party processors. Refunds are issued to the original payment account and may be subject to processing delays or fluctuations in value due to currency exchange rates or other external factors. Sunetix disclaims liability for any such variations. Refunds for annual plans are prorated based on the unused portion of the billing cycle.

3.5. Exclusions

Refunds are denied for partial performance degradation, latency, or issues caused by Client actions (e.g., misconfigurations, resource overages). Force Majeure events, scheduled maintenance, or third-party service failures are excluded from refund eligibility.

3.6. Survival

Refund obligations and exclusions survive termination of Services indefinitely.

4. Chargebacks and Disputes

4.1. Dispute Resolution

Clients must notify Sunetix in writing at billing@sunetix.org of any billing discrepancies or disputes prior to initiating a chargeback. Sunetix will investigate the claim and respond within five business days. Both parties agree to negotiate in good faith to resolve disputes promptly. Failure to contact Sunetix before filing a chargeback constitutes a material breach of this Agreement.

4.2. Chargeback Fees

Unauthorized chargebacks incur a non-negotiable administrative fee of fifty dollars ($50.00) per dispute. Services are suspended immediately upon receipt of a chargeback and remain inactive until the dispute is resolved. Reactivation requires payment of all outstanding balances, including the administrative fee and any third-party processor penalties.

4.3. Fraudulent Chargebacks

Chargebacks deemed fraudulent or abusive (e.g., disputes filed despite Services being rendered as agreed) result in permanent termination of all Services and blacklisting from future purchases. Sunetix reserves the right to pursue legal action to recover losses, including legal fees and damages.

4.4. Reversal of Funds

If a chargeback is resolved in Sunetix’s favor, the Client must repay the disputed amount in full, including fees, within three business days. Failure to comply results in permanent account termination and debt collection proceedings.

4.5. Evidence Submission

Sunetix may contest chargebacks by submitting evidence of Client authorization, service delivery logs, and correspondence. Clients waive all claims related to chargeback outcomes once Sunetix submits such evidence to payment processors.

4.6. Survival

Obligations related to chargeback disputes, repayment, and penalties survive termination of this Agreement indefinitely.

5. General Terms

5.1. Modifications

Sunetix reserves the right to modify this Refund Policy at any time. Material changes will be communicated via email or account notifications thirty days prior to taking effect. Continued use of Services after modifications constitutes acceptance of the revised terms.

5.2. Governing Law and Jurisdiction

This Policy is governed by Ukrainian law. Disputes arising from refunds or chargebacks are resolved exclusively through arbitration at the International Commercial Arbitration Court (ICAC) in Kyiv, Ukraine, as detailed in Section 11 (Dispute Resolution) of the ToS.

5.3. Entire Agreement

This Refund Policy, along with the General Terms and Conditions for Services (ToS) and Service Level Agreement (SLA), constitutes the entire agreement between the Client and Sunetix. No oral or written representations outside these documents are binding.