Refund Policy

Version: 1.0
Effective date: July 2026

Introduction

This Refund Policy regulates the conditions, procedure, and limitations applicable to refunds for users of the reseller.ba platform.

This Policy applies together with the Terms of Service, Privacy Policy, and SLA document.

In the event of any inconsistency, the Terms of Service shall take precedence, followed by the SLA and then this Policy.

This Policy does not limit any rights granted to the user under mandatory applicable laws.

1. Service Cancellation

The USER may submit a cancellation request through the user control panel or another available official communication channel.

Cancellation prevents future renewal only if the request is submitted and recorded before the renewal is processed.

Deleting a service, removing a domain from the user's system, ceasing to use the service, or notifying an end customer shall not automatically be considered a valid cancellation request.

2. General Rule

Fees for billing periods that have already started, services that have been activated, or billing periods paid in advance are generally non-refundable.

No proportional refund shall be granted for the unused part of a billing period after activation, except:

• where expressly stated otherwise;
• where a refund or compensation arises under the SLA;
• where the service could not be delivered due to Globalhost's fault;
• where a refund is required by applicable law.

3. Domains

Fees for successfully registered, renewed, or transferred domain names are non-refundable.

This is because, once the service has been completed, the funds are paid to the relevant registry or registrar, and the completed transaction generally cannot be reversed.

A refund shall not be granted where:

• the user entered the domain name incorrectly;
• the registration was completed using incorrect information provided by the user;
• the user subsequently changed their mind;
• the domain was suspended due to a violation of applicable rules;
• the transfer was rejected due to an invalid EPP code, a locked domain, or a registry restriction;
• the domain expired because it was not renewed on time.

If the registration or transfer was not completed and the funds were not irrevocably transferred to a third party, the amount may be returned to the user's account balance or refunded through the original payment method.

4. Licences

Fees for licences that have been activated, issued, or assigned are generally non-refundable.

If the licence has not been activated, the request will be reviewed in accordance with the licence provider's rules.

Cancelling a licence does not entitle the user to a refund for a licence period that has already started.

5. Hosting Services

No refund shall be granted for the remaining part of the billing period of an activated hosting service solely because the user or the user's end customer has stopped using the service.

A refund may be considered where:

• the service was not activated;
• the ordered product cannot technically be delivered;
• an evident duplicate charge occurred;
• there are grounds for compensation under the SLA;
• Globalhost approves a refund due to a documented administrative error.

6. Prepaid Balance and User Account Credit

Funds granted as promotional credit, a bonus, SLA compensation, or another form of non-cash credit:

• cannot be paid out in cash;
• cannot be transferred to another account without approval;
• may have a limited validity period;
• may be used exclusively for future services on the platform.

A request for the refund of an actually paid but unused balance will be reviewed individually after deducting:

• outstanding payment obligations;
• the costs of services already provided;
• non-refundable third-party costs;
• banking and transaction fees;
• promotional and bonus amounts.

7. Promotional Offers

Services purchased at a promotional price are subject to the specific terms of the relevant promotion.

A refund for a promotional package may be limited or excluded where:

• the service has already been activated;
• the promotion included a non-refundable domain or licence;
• a bonus or another benefit has already been used;
• the restriction was clearly stated before the purchase.

8. Duplicate or Incorrect Payment

In the event of a duplicate payment, the user should provide:

• the pro forma invoice or invoice number;
• the date and amount of the payment;
• evidence of both transactions;
• details of the account from which the payment was made.

Following verification, the excess amount may be refunded or recorded as an available account balance.

9. SLA Compensation

Compensation relating to service unavailability shall be processed in accordance with the SLA document.

SLA compensation is generally granted as credit to the user's account for future services.

Compensation is calculated based on the wholesale price paid by the reseller for the affected service, rather than the price charged by the reseller to the end customer.

Globalhost is not a party to the retail relationship between the reseller and the reseller's customer and shall not be responsible for additional promises, refunds, or compensation offered by the reseller to the customer.

10. How to Submit a Request

A request must be submitted through the user control panel or an official support ticket and should include:

• the name of the affected service;
• the order, invoice, or transaction number;
• the payment date;
• the reason for the request;
• the requested resolution;
• relevant supporting evidence.

An incomplete request may be returned to the user for additional information.

11. Deadline for Submitting a Request

A request should be submitted without undue delay and no later than 30 days after the disputed charge or relevant event, unless a different deadline is prescribed by the SLA or applicable law.

For domains, licences, and services that are processed automatically, the request should be submitted immediately after the issue is identified.

12. Refund Processing

An approved refund may be issued:

• to the user's account balance;
• through the same payment method originally used;
• by bank transfer;
• through another mutually agreed method.

The refund method may depend on the payment type, the technical capabilities of the payment processor, and applicable legal requirements.

Bank fees, card processor fees, currency conversion costs, and other non-refundable transaction charges may be deducted from the refund amount where permitted by law.

13. Reasons for Rejection

A request may be rejected where:

• the service falls within a non-refundable category;
• the service was properly delivered;
• the issue was caused by the actions of the user or the user's customer;
• the account or service was suspended due to a violation of the Terms of Service;
• the user failed to provide the required evidence;
• the request is based on incorrect or misleading statements;
• the user is requesting a refund of a retail amount that was not charged by Globalhost;
• the request was submitted after the applicable deadline;
• the refund is not permitted under the rules of the registry, manufacturer, or provider.

14. Refunds and Data Deletion

Approval of a refund does not mean that the relevant data must be deleted immediately.

Certain information concerning the account, payment, order, and communication will be retained for the periods required by applicable law.

15. Chargebacks and Payment Disputes

Before initiating a chargeback procedure, the user should contact Globalhost in an attempt to resolve the issue.

An unjustified chargeback, false dispute of a properly delivered service, or concealment of relevant facts may result in:

• suspension of the user account;
• temporary disabling of services;
• charging the user for the costs incurred;
• termination of the business relationship;
• other available legal measures being taken.

16. Amendments to the Policy

Globalhost reserves the right to amend this Policy.

The current version shall be published on the reseller.ba platform.

This document has been issued electronically and is valid without the stamp or signature of an authorized person.