Refund & Cancellation Policy

This policy applies to digital hosting services purchased directly from Serivox, including Web Hosting, App Hosting, and Business Email Hosting.

Because Serivox may begin allocating infrastructure, storage, computing resources, mail resources, or technical setup shortly after payment confirmation, refund eligibility depends on the status and use of the purchased service.

Customers may request cancellation through the cancellation tools available for the relevant service in the Serivox Console or by opening a support ticket linked to that service.

The current Console cancellation flow may allow a customer to suspend a service while retaining its data, or request immediate deletion. Suspending a service stops its operation and does not guarantee that it will remain active until the end of a paid period. Cancellation does not automatically create a refund for the current billing period.

Where available, a customer may request immediate deletion. This may permanently remove hosted websites, application files, deployments, databases, email accounts, messages, configuration, logs, or other service data.

Customers are responsible for downloading or backing up required data before requesting deletion. Once deletion is complete, Serivox may not be able to recover it.

A refund may be approved when:

• Payment was completed, but service provisioning had not started.
• The same invoice or order was paid more than once.
• An incorrect amount was charged due to an error attributable to Serivox.
• Serivox is unable to provide the purchased service.
• A confirmed payment did not result in service delivery within the stated delivery period, and Serivox could not resolve the issue.
• A material service failure attributable to Serivox prevented the purchased service from being provided and could not be reasonably resolved.

Requests are reviewed individually based on payment status, provisioning status, service usage, and the circumstances.

A refund will not normally be provided when:

• The service has already been provisioned and used.
• Infrastructure, storage, computing, mailbox, or technical resources have already been allocated.
• The customer changes their mind after service activation or no longer needs the service.
• The customer purchased an unsuitable plan without contacting Serivox for clarification.
• The issue is caused by the customer’s domain, DNS records, source code, application configuration, device, software, or third-party provider.
• The service was suspended or terminated due to non-payment, abuse, prohibited activity, or violation of the Terms of Service.
• The customer requests immediate deletion after service use has begun.
• The customer fails to provide information or complete actions required to activate or operate the service.
• A promotional period or discount ended and the customer received a clearly disclosed renewal price.

Nothing in this section limits rights that cannot legally be excluded under applicable law.

Serivox creates renewal invoices for services approaching renewal. Customers should submit cancellation requests before the next renewal invoice becomes due.

Cancelling after a new billing period has started does not automatically qualify the payment for a refund. Serivox reviews accidental renewal claims individually, particularly where the renewed service has not been used or materially provisioned for the new period.

Submit a request through a support ticket in the Serivox Console, or email hello@serivox.com when Console access is unavailable.

Include:

• Customer name
• Account email address
• Invoice number
• Service reference
• Reason for the request
• Relevant supporting information

Do not send passwords, full card information, security codes, private keys, or private access tokens.

Serivox may review payment confirmation, invoice status, provisioning status, service activation time, resource allocation, service usage, support history, cancellation timing, and relevant technical issues. Additional information may be requested before a decision.

Once approved, Serivox will normally process a refund within 10 business days. Where technically possible, it will be returned through the original payment method.

For manual transfers or methods without automatic reversal, Serivox may request suitable payment details and return the approved amount through an agreed method. The customer’s bank or payment provider may require additional time.

Where appropriate, Serivox may approve a partial or prorated refund when part of the service period or allocated resources has already been used. Any partial-refund decision will be communicated before processing.

Customers should contact Serivox before initiating a chargeback or external payment dispute so Serivox can investigate, correct errors, or process an eligible refund.

Fraudulent or abusive payment disputes may result in service suspension or termination, subject to applicable law.

Serivox may update this policy when its services, billing processes, or legal obligations change. The version published on serivox.com at the time of the relevant transaction will be considered during review.

Serivox
Cairo, Egypt

Email: hello@serivox.com
Phone and WhatsApp: +20 10 3823 2526 · Open WhatsApp