Refund Policy

This Refund Policy (hereinafter referred to as the "Policy") outlines the terms and conditions for the refund of funds for domain name registration, renewal, and management services provided by Xelvo.net. We strive to maintain a high level of service quality, and requests for refunds are extremely rare. Nevertheless, we understand that unforeseen circumstances may arise that require consideration of a refund.

1. Refund Request Procedure

To initiate a refund procedure, if such an option is provided for by this Policy, the Client must:

Create a request (ticket) through the billing panel, addressed to the Sales Department.
Verify their identity by providing a copy of an identity document (e.g., passport). This information is strictly confidential and is necessary to protect the interests of both the Client and Xelvo.net from unlawful actions.
Clearly describe the nature of the problem and the period during which, in the Client's opinion, grounds for a refund arose.

Please note: Failure to comply with the requirements for submitting the application form (if applicable) and a copy of the identity document shall constitute grounds for refusal to consider the refund request.

Upon approval of the request, the refund will be processed automatically using the same method and in the same currency as the original payment. The processing time for refunds may vary depending on the payment system. In the event of non-receipt of a refund within 30 (thirty) calendar days or other refund-related inquiries, the Client should contact the Sales Department via the ticket system.

2. Cases Where Refunds Are Not Issued

Refunds are not issued in the following situations:

Cryptocurrency Payments: Refunds are not possible for payments made using cryptocurrencies (e.g., Bitcoin, USDT) due to the inability to unequivocally identify the payer.
Domain Registration/Renewal Services (except as described in Section 2.1): For these services, refunds are not provided after successful domain registration or renewal, as these actions are final and non-cancellable. Corrections to domain spelling, changes to the domain zone, or transfer of the paid amount to another domain name after registration/renewal are not possible. You may order and pay for another domain name.
Promotional and Discount Offers: Refunds are not issued for services purchased at a discount or as part of promotional offers.
Service Renewals: Refunds are not provided for the renewal of products or services if the renewal has already been successfully completed.
Domain on Blacklists/Domain Blocking: In the event that the Client's domain is placed on blacklists or blocked by third parties (e.g., registrar, anti-spam organizations) due to reasons related to the Client's activities, Xelvo.net may assist in resolving the issue, but no refund or domain replacement will be provided in such cases.
Local Domain Unavailability: If the domain is unavailable only to the Client or a limited group of individuals due to factors beyond Xelvo.net's control (e.g., issues with the Client's DNS servers or internet service provider), no refund will be issued.
Client Violations: Refunds are not provided in cases of complaints against the Client (related to spam, malicious activity, violation of domain usage rules, or other violations), even if these complaints are subsequently deemed unfounded, or if they resulted from hacking/pranks, as such situations are outside the scope of Xelvo.net's responsibility.
Abuse of Refund Policy: If it is determined that the Client intentionally uses the refund policy to repeatedly obtain free services (fraud), the Client's account will be blocked without the possibility of a refund. Transfer of funds between accounts is not permitted.
Service Termination Initiated by Client: If the Client terminates the use of services before the end of the paid period, no refund will be provided for the unused period. Partial refunds or recalculations for unused time are not foreseen.

2.1. Specifics for International Domain Zones

For international domain zones (.com, .biz, .name, .net, .travel, .pw, .org, .info), a rule applies that allows the person who paid for the domain name to cancel the registration within four (4) calendar days from the moment of registration, i.e., to refuse the domain, and receive a refund of the paid registration cost, minus a penalty for cancellation.

To cancel registration with a refund within the specified period, submit a request to customer support via the ticket system, attaching the following:

For individuals: a color scanned copy of the passport (main spread and page with registration address).
For legal entities: a copy of the TIN certificate.

After the four-day refund period expires, domain name registration cancellation is performed only upon application from the registrant (owner) without the possibility of a monetary refund.

2.2. Specifics for National Domain Zones (.ru, .su, .рф)

For domain names registered in the national zones .ru, .su, or .рф, a refund of funds after successful registration is not provided. In such cases, only the procedure for canceling registration by application of the domain owner is possible, without a refund of the paid cost.

3. Alternative Measures for Technical Issues

If the Client encounters technical problems caused by Xelvo.net that prevent the full use of purchased services (e.g., issues with DNS management, unavailability of the domain control panel), Xelvo.net will take the following actions:

Firstly, all possible measures will be taken to resolve the problem.
As compensation, an extension of the service's validity period (e.g., domain registration renewal) for an equivalent period during which the service was unavailable may be offered.
If problem resolution is impossible or the proposed solution is unsatisfactory to the Client, at Xelvo.net's discretion, a refund for the last paid tariff period (day, month, etc., in accordance with the Client's subscription terms) may be issued, except in cases where the domain registration/renewal service has already been successfully completed.

4. Area of Responsibility

Xelvo.net is responsible for providing domain registration, renewal, and management services, as well as technical support for these matters. The Client bears full responsibility for the choice of domain name, compliance with registrar rules, domain usage, and all actions occurring through the use of this domain on the Internet.