Official Refund Policy

Refund Policy

At Al-Hayah Hosting, we are committed to full transparency in all financial dealings. Below is our complete and detailed refund policy and official procedures.

14 Days
Refund Guarantee Period
72 Hours
Refund Execution Time

Article 1: Eligible Refund Cases Refundable Cases

The client is entitled to request a refund of the paid amount within a maximum of 14 days from the service delivery date. Al-Hayah Hosting commits to processing the refund within 72 hours of accepting the request, in the following cases:

  • 1
    Service Delivery Delay A delay in delivering the requested service exceeding 14 days from the fee payment date.
  • 2
    Specification Mismatch The client receives a service that differs from the previously agreed specifications or those mentioned in the plan details on the website.
  • 3
    Accounting Errors A technical error in the billing system resulting in double or undue charges being deducted from the client by mistake.
  • 4
    Repeated Disruptions Violating Uptime Guarantee The service experiencing repeated disruptions during the trial period or initial subscription days, with an uptime rate below 95%.
  • 5
    Fundamental Technical Failure from Company Servers A fundamental technical failure on the institution's servers preventing the client from benefiting from the service, with no alternative solutions available.
  • 6
    Persistent Technical Support Failure The client may request a refund if the technical support team fails to find a root solution to a core technical issue that completely prevents service operation, provided the issue lies within Al-Hayah Hosting's server infrastructure or its basic configurations covered by support.
Technical Support Exceptions — Refund right is forfeited in the following cases:
  • Errors or vulnerabilities in the client's own website code.
  • The client's insistence on using or activating certain libraries or add-ons that technical support has confirmed cause conflicts, excessively consume server resources, or threaten its stability.
  • Any erroneous modifications made by the client or a third party inside the server, or any requests falling outside the scope of the agreed technical management level for the service.

Article 2: Non-Refundable Cases Service Delivered as Agreed

No Refund Applies The client has absolutely no right to claim a refund if the agreed service was delivered with all its specifications and within the specified delivery date.

Article 3: Non-Refundable Services Regulatory Clause

Regulatory Clause Domain registration fees, software licenses, and add-on services (such as SSL certificates) are completely non-refundable once activated. Their value will be deducted from any refunded amount if applicable.

Article 4: Refund Method Regulatory Clause

Regulatory Clause Refunds are processed exclusively through the same payment method used by the client at the time of purchase. The client bears any banking fees or commissions that may arise from the transfer process.

Article 5: Service Termination Upon Refund Regulatory Clause

Regulatory Clause Upon approval of a refund request and return of funds to the client, Al-Hayah Hosting reserves the right to immediately cancel the service and permanently delete all related data without prior notice.

Article 6: Terms of Use Violation Regulatory Clause

Regulatory Clause The client has no right to claim a refund if their service was suspended due to a violation of any terms in the "Terms of Use Agreement" (e.g., intellectual property violations, DDoS flooding, or uploading malicious files).

Refund Request Procedure Steps & Guidelines

1

Official Request Channel

Refund requests must be submitted exclusively by opening a Support Ticket directed to the "Sales / Accounts Department" from within the client portal registered with the service. Requests submitted via external email, social media, live chat, or phone calls will not be accepted.

2

Required Ticket Information

The refund ticket must clearly include: invoice number, the name or domain of the service to be cancelled, and a detailed reason for the refund request supported by evidence if available (e.g., referencing previous support ticket numbers that prove the existence of the problem or technical failure).

3

Review & Decision Period

Al-Hayah Hosting commits to reviewing the request and verifying its compliance with the refund conditions. The ticket will be responded to with acceptance or rejection (with reasons for rejection explained) within a maximum of 72 business hours from the ticket opening date. Upon acceptance, the refund will be initiated within 72 hours.

4

Avoid Duplicate Tickets

The client must not open more than one ticket for the same refund request. Adding unnecessary replies to a ticket under review may delay the response process, as the ticket's timestamp is updated in the system with each reply.

5

Financial Disputes — Chargebacks & Disputes

If the client opens a financial dispute or complaint with the payment gateway (e.g., PayPal or the card-issuing bank) before attempting to resolve the issue amicably via a refund ticket, or during the review period; Al-Hayah Hosting reserves the right to immediately suspend all services linked to the client's account and freeze the membership entirely until the dispute is resolved. The client's right to expedited refund processing is also forfeited.

6

Abuse of Policy

Al-Hayah Hosting management reserves the full right to reject any refund request if fraud, manipulation, or clear abuse of the refund policy is detected (e.g., repeated purchase-and-refund cycles by the same client without a genuine technical reason, or using the service for a temporary purpose before claiming a refund).

7

Right to Amend

This refund policy is an integral part of Al-Hayah Hosting's general "Terms of Use Agreement." Management reserves the right to amend or update it at any time according to business requirements. All amendments are effective immediately upon publication on the official website and apply to all new requests.

Have a question about a refund request?

Contact our Sales & Accounts team by opening a ticket from inside your registered account and we will get back to you as soon as possible.