HostGraber no longer sells physical products through this Payment Policy. Physical server, RAM, storage component, workstation, networking-device and other hardware-sale return or shipping terms are therefore not included in this policy.
Scope of This Policy
This Payment Policy applies to digital, cloud and infrastructure services offered by HostGraber.
Depending on availability, these may include:
- Web and Shared Hosting.
- WordPress Hosting.
- Node.js and Python Hosting.
- Cloud Hosting.
- VPS Hosting.
- Dedicated Server services.
- GPU cloud or server services.
- Server Colocation.
- Email Hosting.
- Reseller Hosting.
- Domain services.
- SSL certificates.
- Software licences.
- Tally on Cloud.
- Managed infrastructure services.
- Migration, support and professional services.
- Other digital or infrastructure services offered by HostGraber.
Billing & Payment
HostGraber services are generally provided on a prepaid basis. Payment must be successfully received and, where required, verified before a new order or renewal is treated as paid.
Instant Payment Methods
Orders paid through supported instant payment methods such as cards, UPI, net banking, wallets or supported online payment gateways may be processed after successful payment confirmation and verification.
Offline Payments
Where HostGraber accepts bank transfer, cheque, demand draft, cash deposit or another offline payment method, the order may be processed only after the payment has been received and cleared.
A gateway notification, payment screenshot, transaction initiation or pending transaction does not by itself establish successful settlement. HostGraber may verify the amount and settlement status before treating an invoice as fully paid.
Payment & Order Verification
HostGraber may review a transaction before provisioning or continuing a service where fraud, payment risk, identity mismatch, unusual activity or another security concern is detected.
We may request information reasonably necessary to verify:
- The identity of the customer.
- Account ownership.
- Payment ownership or authorisation.
- Transaction or payment details.
- Business information where relevant.
- Compliance with applicable KYC requirements.
Provisioning may be delayed or an order may be cancelled where required verification cannot be completed.
Services Not Eligible for Refund
Unless otherwise required by applicable law or expressly agreed by HostGraber, the following services are non-refundable once ordered, provisioned, activated or otherwise committed.
Non-refundable software and third-party products may include cPanel, Plesk, LiteSpeed, Softaculous, WHMCS, Windows, SQL, SSL certificates, SiteLock, SpamExperts, Google Workspace, Microsoft 365 and other paid licences or third-party subscriptions.
When Refunds Will Not Be Approved
A refund request may be declined where the applicable service is non-refundable, where the request falls outside HostGraber's applicable refund terms, or where the issue does not arise from an eligible HostGraber service failure.
- The service was suspended or terminated for spam, phishing, malware, abuse, illegal activity, prohibited content or another policy violation.
- No server-side or infrastructure issue attributable to HostGraber can be identified.
- The complaint concerns the appearance, layout or usability of the client portal, dashboard or control panel.
- The service was purchased by mistake.
- The customer intended to purchase from another provider.
- The customer is unable to build a website, deploy an application, configure DNS or administer the purchased service.
- The issue arises from third-party scripts, plugins, themes, applications, software or customer configuration.
- The customer decides after purchase to move to or compare the service with another provider.
- The purchase is an upgrade, downgrade or modification of an existing service.
- The service was purchased under a promotion or campaign whose terms exclude refunds.
Technical Issue Claims
Where a refund is requested on the basis of a technical failure, HostGraber may request information reasonably necessary to investigate and verify the issue.
Relevant evidence may include:
- Service downtime records.
- Error screenshots.
- Support-ticket history.
- Monitoring records.
- Evidence that the hosting interface or service was inaccessible.
- Information demonstrating that the issue originated from HostGraber infrastructure.
A refund may be declined where the reported problem cannot reasonably be reproduced, verified or attributed to HostGraber's service or infrastructure.
Cancellation
Cancellation requests should be submitted through the HostGraber Client Area or from the customer's registered email address.
Requests submitted through unofficial communication channels may not be accepted as valid cancellation instructions.
Immediate Cancellation
The customer may request immediate cancellation. Access to the applicable service may be removed when the cancellation is processed.
End-of-Term Cancellation
The customer may request cancellation at the end of the prepaid billing period. The service may remain active until the applicable service term expires.
Outstanding invoices, late fees or other balances may need to be cleared before certain cancellation, transfer or release requests can be completed.
Data Backup & Deletion
Customers are responsible for maintaining independent, complete and current backups of websites, databases, applications, email, files and other data stored using HostGraber services.
Once a service is cancelled, suspended or terminated, associated data may be permanently deleted and may no longer be recoverable.
Subject to applicable law and contractual obligations, HostGraber is not responsible for data loss resulting from cancellation, suspension, termination, non-payment or the customer's failure to maintain an independent backup.
Refund Method & Processing
Approved refunds may generally be credited to the customer's HostGraber Wallet after deduction of applicable non-refundable amounts such as taxes, payment-gateway charges, platform fees and transaction charges where applicable.
A refund to the original payment method may be provided where HostGraber is unable to fulfil an order within the communicated timeline, where expressly approved by HostGraber, or where required by applicable law.
Processing Time
After approval, HostGraber may require up to 14 days to process a refund.
Following processing, banks, card issuers and payment gateways may require an additional period before the refunded amount appears in the customer's account.
Payments originally made through bank transfer, cheque, demand draft, money order, cash deposit or similar offline methods may be refunded as HostGraber Wallet credit.
Domain Payments
Domain Registration
Domain registration payments are non-refundable once the requested domain has been successfully registered.
Domain Transfer
Domain-transfer fees and applicable registry charges are non-refundable once the transfer process has started or the transfer has been completed.
Domain Renewal
Customers remain responsible for renewing their domains before expiry, even where HostGraber provides renewal reminders.
HostGraber is not responsible for expiry, redemption fees, deletion or loss of a domain caused by delayed or missed renewal.
A completed domain renewal cannot normally be cancelled or refunded.
Domains Provided with Hosting
Where a domain is provided without a separate charge as part of a hosting promotion or plan, applicable domain registration, renewal or transfer charges may need to be paid before the domain can be transferred away.
Domain Rights
Customers are responsible for ensuring that domain registrations do not infringe third-party trademarks, brands, business names or other intellectual-property rights.
Renewals
Customers are responsible for monitoring their service renewal dates and ensuring payment is completed before the applicable due date.
HostGraber may send invoice or renewal reminders as a convenience, but failure to receive a reminder does not remove the customer's responsibility to renew a service on time.
Renewal pricing may differ from an introductory, promotional or previous purchase price.
Unless expressly stated otherwise, the price applicable at renewal will be the applicable service price at the time of renewal.
Late Payment & Non-Payment
An unpaid invoice may result in suspension or termination of the applicable hosting, cloud, server or related service according to the applicable service terms.
A late fee of INR 99 may be added to an overdue invoice where payment is not completed before service suspension.
A suspended service may be restored only after outstanding invoices, applicable late fees and any applicable reactivation charges have been paid.
Once a service has been terminated, its data may be permanently deleted. A later purchase may be treated as a new service and previous data may not be recoverable.
HostGraber may decline to activate additional services where the customer has unpaid invoices or an outstanding account balance.
Payment Disputes & Chargebacks
If you believe a HostGraber invoice or payment is incorrect, contact our billing team promptly so the transaction can be investigated.
Customers should attempt to resolve a billing dispute directly with HostGraber before initiating a payment reversal or chargeback.
A chargeback or payment dispute may result in temporary service suspension while the transaction and account are reviewed.
Fraudulent chargebacks, misuse of payment instruments or unresolved payment disputes may result in further account restrictions or termination in accordance with the HostGraber Terms of Service.
Third-Party Software & Licence Pricing
Some HostGraber services include or depend on software, licences or subscriptions supplied by third parties.
Third-party providers may change their pricing, billing model, taxes, licensing terms or other commercial conditions.
Such changes may be passed through to HostGraber customers from the applicable effective date.
Third-party licence fees are generally non-refundable once ordered, issued, activated or renewed.
Taxes & Transaction Charges
Prices displayed by HostGraber are exclusive of applicable GST or other taxes unless expressly stated otherwise.
Applicable taxes are added at checkout or invoicing according to current applicable tax requirements.
GST, payment-gateway charges, transaction charges, platform fees and other statutory or third-party charges are generally non-refundable except where required by applicable law.
For international transactions, the customer's bank, card issuer or payment provider may impose foreign-exchange, cross-border or other charges that are outside HostGraber's control.
Billing Questions
If you have a question regarding a payment, invoice, refund, renewal or billing issue, contact HostGraber before initiating a payment dispute.
M301, 3rd Floor, Webel IT Park,
Phase 1, DH Block, New Town,
Kolkata – 700156, West Bengal, India.
Email:
[email protected]