Refund policy and how to request one.

We try to make refunds simple. Here's what's covered and what isn't.

Hosting refunds

30-day money-back guarantee on all shared hosting plans (Stream, Current, Rapids, Delta).

If you sign up for a hosting plan and decide within 30 days it's not for you, contact support — full refund, no questions about why.

After 30 days: prorated refund of unused months.

• You bought annual, used 4 months → refund 8 months ($X × 8/12)
• You bought monthly, mid-month → refund prorated to days remaining

VPS refunds

7-day money-back guarantee on VPS.

VPS uses dedicated resources we provision specifically for you, so the window is shorter than shared hosting. After 7 days, prorated refund based on hours unused.

Domain refunds

Domains are non-refundable. Once registered, the registry charges us regardless of whether you use the domain or not. We can't refund what we can't get back.

Exceptions:

• Failed registration (registry rejected the domain): full refund
• Within 5 days, on first-time customers, for typo'd domains: case-by-case, ask support

Add-on refunds

• SSL premium certs: prorated based on remaining validity
• Backup retention upgrade: 30 days money-back
• Email-only plans: 14 days money-back

What we don't refund

• Domain registrations after 5 days
• Used resources (e.g., bandwidth overage charges already incurred)
• Setup fees on enterprise/managed plans (clearly disclosed at order)
• Affiliate program earnings already paid out

How to request a refund

1. Panel → Support → New Ticket → Category: Refund Request
2. Mention which subscription/order you want refunded
3. Briefly say why (helps us improve, doesn't affect approval)
4. Submit

Response within 4 business hours typically. Refunds processed within 1‑3 business days from approval.

How long until I see the money back

After we approve the refund:

• Original card: 5‑10 business days for funds to appear (most banks 5-7)
• Wallet balance: instant — usable immediately for future purchases
• PayPal: 3‑5 business days

If you don't see funds within 14 days of our approval, contact your bank. They sometimes hold incoming refunds for fraud verification.

Wallet vs card refund

By default, refunds go back to original payment method (the card you paid with).

You can request refund to wallet instead — usually faster, immediate availability, useful if you're staying with us and just want to switch services.

Wallet balance never expires.

Chargebacks

Don't initiate a chargeback through your bank without contacting us first. Chargebacks:

• Cost us $25 each (regardless of outcome)
• Lock your account for 30 days during dispute
• Are slower than asking us directly (45‑60 days vs 1‑3)

We'll always refund a legitimate request. Just open a ticket — much smoother for both sides.

Partial refunds

If you want to keep some services and refund others (cancel hosting but keep domains), specify in the ticket. We handle the math.

Returning purchased domains

You can transfer a domain to another registrar (we don't refund but you keep the domain).

You can also delete the domain from your account — this doesn't trigger a refund, but stops auto-renewal so you don't pay again next year.

Changes of mind on multi-year purchases

Bought a 3-year domain registration and changed mind? We can convert to 1-year and refund the difference, only if the request comes within 14 days of purchase and the registry allows the change (most do).

After 14 days, multi-year purchases stand. Plan ahead.

EU consumer protection

Customers in the EU/UK have additional rights under the Consumer Rights Directive:

• 14-day cooling-off period for digital services purchased online (this is on top of our 30-day hosting guarantee)
• The cooling-off doesn't apply if you've started using the service AND explicitly waived the right (we ask for this consent at signup for instant activation)

If you want to invoke the EU 14-day right, mention it in the ticket — we honour it without question.

Disputes

If you're unhappy with our refund decision, escalate to support-escalations@rivervo.com. A senior person reviews within 48 hours.