Payment Policy

Billing & Payment

Orders paid through credit card, debit card, UPI, net banking, wallet or other instant payment methods will be activated after successful payment confirmation and verification.

Orders paid through bank transfer, cheque, demand draft, cash deposit or other offline payment methods will be processed only after the payment has been received and cleared.

All prices displayed on the HostGraber website are exclusive of applicable taxes unless specifically mentioned otherwise.

GST, payment gateway charges, platform fees, transaction charges and other applicable taxes or third-party charges are non-refundable.

14-Day Money-Back Guarantee

HostGraber provides a 14-day money-back guarantee only on eligible first-time shared hosting or web hosting purchases.

The money-back guarantee is applicable only when:

• The customer is purchasing an eligible hosting service for the first time.
• The refund request is submitted within 14 calendar days from the service activation date.
• The customer has not previously purchased, cancelled or received a refund for the same or a similar HostGraber service.
• The account has not violated the HostGraber Terms of Service, Acceptable Use Policy or applicable law.

Second-time and subsequent sign-ups are not eligible for the money-back guarantee. Customers who previously held an account, cancelled it and registered again will not be treated as first-time customers.

Services Not Eligible for Refund

Unless otherwise required under applicable law, refunds are not available for:

• Domain registration
• Domain transfer
• Domain renewal
• VPS hosting
• Cloud hosting
• Dedicated servers
• GPU servers
• Colocation services
• Email hosting
• Reseller hosting
• Windows hosting
• Forex VPS
• Tally on Cloud
• cPanel licences
• Plesk licences
• LiteSpeed licences
• Softaculous licences
• WHMCS licences
• Windows OS licences
• SQL licences
• SSL certificates
• SiteLock
• SpamExperts
• Google Workspace
• Microsoft 365
• Paid software licences
• Paid support services
• Managed services
• Migration services
• Installation charges
• Professional services
• Custom development
• Third-party products

Conditions Where Refunds Will Not Be Approved

Refund requests will not be approved where:

• The service was suspended or terminated due to spam, email abuse, malware, phishing, illegal activity, excessive resource use, misuse, prohibited content or a violation of HostGraber policies.
• The HostGraber technical team does not identify any server-side or infrastructure-related issue with the service.
• The issue relates to difficulty using the client portal, hosting dashboard, control panel, interface or website.
• The request is based on dissatisfaction with the UI, UX, dashboard layout, control panel interface or visual design.
• The customer purchased the service by mistake or intended to purchase from another provider.
• The customer is unable to create a website, deploy an application, configure DNS records, install software or manage the service.
• The issue relates to third-party software, scripts, plugins, themes, applications, licences or customer-side configuration.
• The customer decides to switch to another provider or compares HostGraber services with another provider after purchase.
• The customer already owns an active product and purchases another product or service.
• The customer upgrades, downgrades or modifies an existing service.
• The refund request is submitted after 14 calendar days from activation.
• The order was purchased during a promotional offer, sale or campaign, including Black Friday, Cyber Monday, free-domain offers or other discounted promotions.

Technical Issue Claims

Valid and relevant evidence may be required when claiming a refund due to technical issues.

Evidence may include:

• Service downtime records
• Error screenshots
• Support ticket history
• Server monitoring reports
• Evidence that the hosting dashboard was inaccessible
• Evidence showing that the issue originated from HostGraber infrastructure

Refunds will not be issued where the reported issue cannot be reproduced, verified or attributed to HostGraber infrastructure.

Cancellation Process

Cancellation requests must be submitted through the HostGraber Client Area or from the customer's registered email address. Cancellation requests submitted through unofficial channels may not be accepted.

Customers may select:

• Immediate Cancellation: The service may be terminated immediately and access may be removed.
• End-of-Term Cancellation: The service will remain active until the end of the prepaid billing period.

All outstanding invoices, late fees or unpaid balances must be cleared before certain cancellation, transfer or service release requests can be completed.

Refund Method & Processing

Approved refunds may generally be credited to the customer's HostGraber Wallet after deducting applicable GST, payment gateway charges, platform fees, transaction fees and other non-refundable charges.

Refunds to the original payment method may be provided where HostGraber is unable to fulfil an order within the communicated timeline or where required by applicable law.

After approval, refund processing may take up to 14 days. The amount may require an additional 7 to 10 working days to appear, depending on the payment gateway, bank or financial institution.

Payments made through bank transfer, cheque, demand draft, money order, cash deposit or similar offline methods may be refunded only as HostGraber Wallet credit.

Domain Payments

Domain Registration

Domain registration payments are non-refundable once the domain name has been successfully registered.

Domain Transfer

Domain transfer fees and related registry charges are non-refundable once the transfer process has started or the transfer has been completed.

Domain Renewal

HostGraber may send renewal reminders before domain expiry. However, customers remain responsible for renewing their domains on time. HostGraber will not be responsible for expiry, redemption charges, deletion or loss of a domain caused by delayed or missed renewal.

Once a domain has been renewed, the renewal payment cannot be cancelled or refunded.

Free Domain Transfers

Where a domain was provided free with a hosting plan, applicable registration, renewal or transfer fees must be paid before the domain can be transferred to another provider.

Domain Infringement

Customers must not register domain names that infringe or imitate trademarks, brands, business names or intellectual property rights belonging to third parties.

The customer will be solely responsible for claims, disputes, penalties or legal action arising from an infringing domain registration.

Late Payment or Non-Payment

Unpaid invoices may result in suspension or termination of hosting, cloud or related services.

A late fee of INR 99 may be added to an overdue invoice where the payment is not made before service suspension.

Suspended services may be restored only after all outstanding invoices, late fees and applicable reactivation charges have been paid.

Once an account or service has been terminated, its data may be permanently deleted. Any later order may be treated as a new service and previous data may not be restored.

HostGraber may refuse to activate new services or orders for customers who have unpaid invoices or outstanding account balances.

Software Licence Pricing

Third-party software licence providers may modify their prices, billing models, policies, taxes or licensing conditions.

Such changes may become applicable to HostGraber customers from the effective date communicated by the third-party provider.

Order Confirmation

Customers are responsible for reviewing the product model, configuration, specifications, compatibility, quantity, delivery address and commercial terms before confirming an order.

For configured servers, bulk orders, imported products or special procurement, the quotation, purchase order, proforma invoice or written confirmation may form part of the applicable order terms.

Order Cancellation

Standard product orders may be cancelled before dispatch, subject to order status and any expenses already incurred by HostGraber.

Orders cannot be cancelled after dispatch. Customers must follow the applicable return process after delivery.

The following orders may become Non-Cancellable and Non-Refundable (NCNR) once procurement, reservation, configuration, assembly, testing or preparation has started:

• Custom-configured servers
• Configure-to-order systems
• Build-to-order systems
• Special procurement orders
• Imported-on-demand products
• Bulk enterprise hardware orders
• Reserved hardware
• Products sourced specifically for a customer

7-Day Return Window

Eligible return requests must be submitted within seven calendar days from the delivery date.

A return may be accepted where:

• The product is dead on arrival.
• The wrong product was delivered.
• The product was damaged during transit.
• A verified hardware defect is discovered after delivery.
• The delivered product materially differs from the specifications confirmed in the order.

The return window does not automatically guarantee a refund. All return requests are subject to verification, inspection and approval by HostGraber.

Transit Damage

Damage caused during shipping must be reported within 24 hours of delivery.

The customer should:

• Not install or power on the damaged product.
• Keep the original packaging and shipping labels.
• Take clear photographs of the outer packaging.
• Take clear photographs of the damaged product.
• Provide an unboxing video where available.
• Submit the claim through an official HostGraber support channel.

Claims submitted after 24 hours may not qualify as transit damage and may instead be reviewed under the applicable warranty terms.

Return Request Requirements

Customers requesting a return, replacement or refund may be required to provide:

• Order number
• Invoice copy
• Product model
• Product serial number
• Clear photographs of the product
• Photographs of the packaging
• Unboxing video
• Diagnostic reports
• Error messages or screenshots
• A detailed description of the issue

Incomplete information may delay or prevent approval of the return request.

Return Authorisation

Products should not be returned without written approval or return authorisation from HostGraber.

Unauthorised returns, cash-on-delivery returns or products sent to an incorrect address may be refused.

The customer must follow the packaging, courier and return instructions provided by the HostGraber support team.

Product Inspection

Every returned product is subject to physical and technical inspection.

The inspection may include verification of:

• Product serial number
• Asset tags
• Warranty labels
• Hardware configuration
• Internal components
• Physical condition
• Liquid damage
• Power surge damage
• Burn marks
• Missing components
• Missing accessories
• Unauthorised repairs
• Firmware modifications
• BIOS modifications
• Customer-caused damage
• Packaging condition

Inspection is generally completed within two to five business days after HostGraber receives the returned product.

Available Resolution

After inspection, HostGraber may provide one of the following resolutions:

• Technical troubleshooting
• Repair of the product
• Replacement of a defective component
• Replacement of the complete product
• Replacement with an equivalent product
• Store credit
• Partial refund
• Full refund, where applicable

HostGraber may prioritise repair or replacement over a refund where the product can reasonably be repaired or replaced.

Where the same product is unavailable, HostGraber may offer an equivalent product, comparable configuration, upgraded product subject to price adjustment, store credit or refund.

Products Not Eligible for Return

Returns may not be accepted in the following cases:

• Change of mind after purchase
• Wrong product or model ordered by the customer
• Compatibility issues not confirmed before purchase
• Software, operating system or driver-related issues
• Application configuration problems
• Network configuration problems
• Improper installation or handling
• Physical damage after delivery
• Liquid, moisture, fire or power surge damage
• Broken warranty labels or seals
• Removed or altered serial numbers
• Missing components or accessories
• Missing or damaged packaging
• Unauthorised repair or modification
• Modified BIOS, firmware or hardware configuration
• Return request submitted after seven calendar days
• Custom-built or configure-to-order systems
• Imported-on-demand or special-procurement products
• Bulk orders governed by separate contractual terms

Refurbished Hardware Notice

HostGraber sells professionally tested and quality-verified refurbished enterprise hardware.

Customers acknowledge that refurbished products may:

• Show minor scratches, marks, dents or cosmetic wear.
• Have variations in manufacturing year or hardware revision.
• Differ slightly from representative website images.
• Include compatible components from different manufacturers or production batches.
• Contain consumable components such as batteries, CMOS batteries or fans with limited remaining lifespan.

Cosmetic wear that does not affect the normal functionality of the product will not be treated as a defect.

Every eligible refurbished product undergoes hardware diagnostics, component verification, firmware review, cleaning, stress testing and quality inspection before dispatch.

Warranty

Product warranty is separate from the seven-day return policy.

After the return period has expired, eligible hardware issues will be handled under the warranty stated on the product page, invoice, quotation or purchase agreement.

Warranty support may include:

• Technical diagnosis
• Remote troubleshooting
• Product repair
• Replacement of defective components
• Replacement of the product, where applicable

Refunds are generally not issued under warranty where the product can reasonably be repaired or replaced.

Return Shipping Charges

Where HostGraber confirms that a wrong, defective or transit-damaged product was delivered, HostGraber may arrange return shipping or reimburse reasonable approved return shipping charges.

Where a non-defective return is exceptionally approved, the customer may be responsible for return shipping, insurance, testing, repackaging and handling costs.

Restocking Charges

A restocking fee of up to 15% may apply where:

• The returned product is found to be fully functional.
• The return is accepted as a customer convenience exception.
• The packaging is damaged, incomplete or missing.
• Accessories, cables, rails or components are missing.
• Additional cleaning, testing or repackaging is required.

Enterprise & Bulk Orders

Orders placed by businesses, government organisations, educational institutions, resellers, system integrators, data centres and other enterprise customers may be governed by separate quotations, purchase orders, contracts or negotiated commercial terms.

Bulk orders, rack deployments, custom infrastructure, networking projects and special procurement orders are generally non-returnable after customer acceptance unless:

• The delivered product is defective.
• The wrong product was supplied.
• The delivered specification materially differs from the confirmed order.

Refund Processing

Approved Enterprise Store refunds will generally be processed to the original payment method.

The refund amount may exclude shipping charges, installation fees, testing fees, taxes, gateway charges, platform fees, customisation charges and other non-refundable expenses unless the return resulted from an error by HostGraber.

Actual settlement time may vary depending on the bank, payment gateway, card issuer or financial institution.