Refund and Billing Policy

Draft. This text was prepared as a starting point and has not been reviewed by a lawyer. Croco IT will replace it with the reviewed version; the version number on this page changes when that happens.

Billing cycle

Servers are paid in advance, monthly, quarterly or yearly. A renewal invoice is issued 7 days before the period ends and emailed to you. If it is unpaid on the due date you receive one reminder. A server still unpaid 3 days after the due date is suspended (stopped; you cannot start it). A server still unpaid 14 days after the due date is deleted, with its disks, and its addresses are returned to the pool. These intervals are shown on your invoices and may be changed with notice.

Refunds

• First 48 hours. If a new server does not work as described and we cannot fix it, we refund the first invoice in full. Ask by ticket within 48 hours of the server being created.
• After that. Payments for a period already started are not refunded when you cancel; the server stays yours until the end of the paid period.
• Our fault. Downtime caused by us is compensated with service credit under the Service Level Agreement, not cash.
• Abuse. No refund for a period in which a server was suspended or terminated under the Acceptable Use Policy.
• Refund method. Refunds are made to your account credit, which pays your next invoices. A refund to the original payment method may be arranged by ticket where the provider allows it; transfer fees are deducted.

Changing plan

You can move to a bigger plan at any time; you pay the difference for the rest of the current period and the new resources apply after a reboot. Moving to a smaller plan takes effect at the next renewal; disk size cannot be reduced.

Taxes

Value-added tax is applied at the rate in force in Egypt and shown separately on every invoice. Invoices are available as PDF from the dashboard.

Disputes

If you believe an invoice is wrong, open a ticket before the due date and we will hold suspension while we look at it. Chargebacks filed without contacting us first may lead to suspension of the account until resolved.