1. Refund policy
1.1 Subscription payments
Vexa Hosting services are sold on a subscription basis (weekly, monthly, or yearly, depending on the plan shown at purchase). To keep a service active, your payment or account balance must remain up to date.
1.2 Non-refundable conditions
To the extent permitted by law, payments are non-refundable once a billing period has started, including where you stop using the service during that period, or where you purchased the wrong plan or changed your mind.
Exceptions may be considered where the service experienced significant downtime primarily caused by Vexa Hosting errors (for example, an infrastructure issue under our control), and you contact us promptly with details so we can investigate.
1.3 ACL / consumer guarantee rights (Australia)
If you are an Australian consumer, you may have rights under the ACL for services that fail to meet consumer guarantees (including being provided with due care and skill and being fit for purpose). Remedies depend on whether a failure is major or minor, and can include a refund, compensation, or having the issue fixed.
Nothing in this policy is intended to exclude, restrict, or modify rights you cannot exclude under the ACL.
1.4 How to request a refund review
If you believe you are entitled to a refund or remedy, contact support through the official Vexa Hosting support channel and include your account identifier, the affected service, the time window of the issue, and any relevant logs or screenshots.
We may ask for additional information to verify the issue, confirm the payment, and prevent fraud or abuse.
2. Revoking access
2.1 Non-payment or insufficient funds
If your payment fails, your subscription is not renewed, or your account balance is insufficient, we may suspend or revoke access to the service. Suspension or termination for non-payment does not create an entitlement to a refund for any elapsed or active billing period.
2.2 Terms of Service and policy violations
If you violate our Terms of Service, Acceptable Use Policy, or other applicable policies, we may suspend or terminate services. In these cases, access may be revoked without a refund, to the extent permitted by law.
2.3 Sharing access with non-paying users
Sharing panel access or reselling/subleasing services to non-paying or unauthorised users may result in immediate suspension or termination. If access is revoked for this reason, refunds are not provided for remaining time in the current billing period, to the extent permitted by law.
If you’re unsure whether an issue qualifies for a refund review, contact support first—we’ll tell you what info we need and what options are available.