AlexHost Money-Back Guarantee: Complete Refund Policy Explained

AlexHost offers a 30-day money-back guarantee on eligible hosting services, allowing customers to request a full refund within 30 calendar days of the transaction date — no lengthy justification required. This window applies to first-time purchases of qualifying products and covers the base service cost, subject to the specific deductions and exclusions detailed below.

Understanding exactly what is and is not refundable before you commit to a plan prevents disputes and ensures you select the right service from the start. This policy document covers every scenario: standard refunds, dedicated server cancellation fees, cryptocurrency refund rules, non-refundable product categories, and identity verification requirements.

What the 30-Day Money-Back Guarantee Covers

The guarantee period begins on the Transaction Date — defined as the date a product or service is purchased, or the date on which an automatic renewal is processed under the applicable Terms of Use agreement. If you cancel within 30 days of that date and your account qualifies, AlexHost initiates the refund promptly.

Eligible Products Under the Standard Refund Policy

The following services qualify for a refund under the standard 30-day terms:

• Shared Hosting (including WordPress Hosting and LiteSpeed-optimized plans)
• VPS Hosting (Linux-based Virtual Private Servers)
• Windows VPS (Virtual Private Servers running Windows Server)
• Dedicated Servers (subject to additional cancellation fees — see dedicated server rules below)

If you are evaluating a VPS Hosting plan or considering a Dedicated Server deployment, the 30-day window gives you meaningful time to benchmark performance, test network throughput, and validate resource allocation against your workload before your investment is locked in.

First-Time Purchase Requirement

This is the most commonly misunderstood clause in the policy: the 30-day money-back guarantee applies exclusively to first-time purchases of a given product category. If you previously purchased a shared hosting plan, received a refund, and then purchased a new shared hosting plan, the second purchase is not eligible for another refund. This restriction applies per product type, not per account.

Practical implications:

• A customer who previously refunded a shared hosting plan and now purchases a VPS with cPanel for the first time is eligible for a VPS refund.
• A customer who refunded a VPS plan and repurchases the same VPS category is not eligible.

Products That Are Non-Refundable

Certain product categories are explicitly excluded from the refund policy regardless of when the cancellation request is made:

• Domain registrations — Once a domain is registered, the registry fee is non-recoverable. AlexHost cannot reclaim costs paid to the upstream registry on your behalf. You can manage or transfer your domain, but no monetary refund is issued. See Domain Registration for details on transfer options.
• Purchased IP subnets — Additional subnet allocations tied to a dedicated server are non-refundable.
• Third-party software licenses — This includes cPanel licenses, Softaculous, and any other add-on software procured through AlexHost. These costs are passed directly to the software vendor and cannot be recovered.
• Promotional code orders — If your purchase was completed using an active promotional or discount code, refunds are not available.
• AUP-violating accounts — Any account found to have violated the Acceptable Use Policy is ineligible for a refund under any circumstances.

Special Case: Free Domain Bundled With Hosting

AlexHost occasionally offers a free domain registration when you purchase an annual hosting plan. If you request a refund on that hosting plan, the following applies: the hosting fee may be refunded, but the bundled domain name will be suspended, not transferred to you. The domain is not yours to keep if the qualifying hosting plan is cancelled.

Dedicated Server Cancellation: Fee Structure

Dedicated servers carry a more complex refund structure due to the physical provisioning costs involved. When a first-time dedicated server order is cancelled within the eligible window, the following deductions apply before the refund is issued:

Example: If you paid 100 EUR for a dedicated server, your maximum refund would be calculated as: 100 EUR minus the 5 EUR installation fee, minus 30% of 100 EUR (30 EUR) = 65 EUR returned.

This fee structure reflects real infrastructure costs: server provisioning, BIOS configuration, OS installation, and network port activation are labor-intensive processes that occur immediately upon order confirmation. If you are still evaluating whether a dedicated server is the right fit, review the Dedicated Servers specifications page before committing.

Cryptocurrency Refund Rules (BTC and USDT)

Refunds processed via cryptocurrency gateways operate under a separate set of rules due to blockchain transaction costs and exchange rate volatility.

Bitcoin (BTC) Refund Policy

If your refund amount is below the $100 threshold, AlexHost cannot process it through the Bitcoin network. You must request an alternative payment method.

USDT TRC20 Refund Policy

USDT TRC20 is the recommended fallback for smaller cryptocurrency refunds. The $5 fee covers network gas costs on the TRON blockchain, which, while lower than Ethereum mainnet, still incur real transaction overhead.

Critical note for crypto users: Before requesting a BTC refund, confirm that your net refund (after the $20 fee) meets the $100 minimum. A $115 refund request, for instance, would yield $95 after fees — falling below the minimum and requiring a switch to USDT TRC20.

Supported Refund Payment Methods

AlexHost processes refunds back to the original payment method used at the time of purchase. Supported methods include:

• Credit and debit cards
• PayPal
• Webmoney
• Ukrainian bank cards (UKR Cards)
• Bitcoin (BTC) — subject to crypto-specific rules above
• USDT TRC20 — subject to crypto-specific rules above

Important: AlexHost has no control over additional fees that PayPal or card-issuing banks may apply during the reversal process. Currency conversion fees, cross-border transaction fees, and processing delays are the responsibility of the payment provider. Contact your bank or PayPal directly for clarification on those charges.

Identity Verification During Refund Processing

AlexHost enforces identity verification as part of its fraud prevention and anti-money laundering compliance obligations. When a refund is requested, the payment gateway may require proof that you are the legitimate account holder.

In some cases, this means providing a government-issued Passport ID. This is not arbitrary — it is a direct consequence of bad actors who use hosting infrastructure for illegal activities and subsequently attempt to recover funds. AlexHost does not tolerate illegal use of its network, and the verification step protects both the platform and legitimate customers.

If you decline to provide the requested identification, AlexHost reserves the right to deny the refund request. This policy is applied consistently and is not negotiable on a case-by-case basis.

Accounts found to have engaged in prohibited activities — spam distribution, DDoS attacks, phishing, illegal content hosting, or any other AUP violation — are permanently ineligible for refunds, regardless of the timing of the cancellation request.

Refund Policy Comparison by Product Type

How to Request a Refund

1. Log in to your AlexHost client portal and navigate to your active services.
2. Initiate a cancellation request for the specific product within the 30-day window from the Transaction Date.
3. Submit a support ticket referencing your order number and the reason for cancellation.
4. Complete any identity verification steps requested by the payment gateway.
5. Allow processing time — refunds are initiated promptly upon verification, though the time for funds to appear in your account depends on your payment provider.

If you are cancelling a Shared Web Hosting plan or a VPS with a control panel, ensure you back up all data before submitting the cancellation request. Once a service is terminated, data recovery is not guaranteed.

Renewal Transactions and the Transaction Date Definition

A frequently overlooked detail: the 30-day guarantee resets on each renewal date for eligible products — but only if the renewal constitutes a new billing cycle under the Terms of Use. This means if you forget to cancel before a renewal processes, you may still have a 30-day window from that renewal date to request a refund on the renewed term, provided the product is eligible and this is not a repeat refund request for the same product category.

Always cancel before the renewal date if you do not intend to continue service. Waiting until after renewal and then requesting a refund adds unnecessary complexity and may not always result in a full recovery of the renewal fee.

Technical Decision Matrix: When to Request a Refund vs. Upgrade

Key Takeaways

• The 30-day money-back guarantee is valid only for first-time purchases of each product category.
• Domains, IP subnets, and third-party licenses are never refundable under any circumstances.
• Dedicated server refunds incur a 5 EUR installation fee plus a 30% deduction from the total paid.
• BTC refunds require a minimum net amount of $100 and carry a $20 fixed fee; amounts below $100 must use USDT TRC20 (which carries a $5 fee).
• Refunds are returned to the original payment method; AlexHost has no control over additional fees charged by PayPal or card networks.
• Identity verification may be required; declining to provide it forfeits the refund.
• AUP violations and promotional code purchases are permanently excluded from refund eligibility.
• Always back up your data before submitting a cancellation — service termination is irreversible.

Frequently Asked Questions

Can I get a refund if I purchased a VPS plan using a promotional discount code?

No. Orders completed with an active promotional code are explicitly excluded from the refund policy, regardless of the product type or how recently the purchase was made.

What happens to my free domain if I refund my annual hosting plan?

The hosting fee is refunded, but the bundled domain is suspended — it is not transferred to your ownership. You will need to re-register it separately if you want to retain it.

I paid with Bitcoin and my refund is $90. How do I get my money back?

BTC refunds have a $100 minimum after the $20 fee is applied. Since $90 falls below that threshold, you must request the refund via USDT TRC20 instead, which carries a $5 flat fee and has no minimum amount.

Does the 30-day window apply to automatic renewals?

Yes. The Transaction Date is defined to include renewal dates. If a renewal processes and you did not intend to continue the service, you may request a refund within 30 days of that renewal date, provided the product is eligible and you have not previously received a refund for the same product category.

Why might AlexHost ask for my Passport ID during a refund request?

The payment gateway uses identity verification to confirm you are the legitimate account holder and to prevent fraudulent refund claims. This is a compliance measure, not a discretionary one. Refusal to provide the requested identification results in the refund request being denied.