Refund Policy
Refunds at hosting.dalang.io are a human decision, not an automated process.
The panel never moves money on its own. The only normal path: a service fails, the panel opens a ticket on your behalf, then the finance team decides in the Dalang.io dashboard.
1When a refund is considered
- Repeatedly failed domain registration: 3 retryable attempts, or a single terminal error from the registrar.
- Hosting provisioning failed after your balance was already debited.
- A double or incorrect debit.
- A customer stops mid-way through a long period (36 months or more): a pro-rata refund is our obligation, but the formula is not yet established.
2What is not grounds for a refund
- An account suspended for unpaid renewal: you pay to restore it, you do not receive money back.
- An account suspended for abuse: no refund.
- A service that was provisioned successfully: a refund is not a cancel button.
3Limits that apply
- Money returns to the original credit lot, not a new one.
- The refund amount never exceeds what was debited.
- The invoice row is marked, not deleted: the audit trail remains.
4What is not yet established
- The amount threshold that can be decided without the owner: not yet established.
- The pro-rata refund formula for periods of 36 months or more: not yet established.
- A money-back policy (for example an N-day guarantee): there is none. We do not promise a refund within any number of days.
- When the points above are decided, this page is updated and material changes are notified to the email of active accounts.
5Payment disputes (chargeback)
- Card disputes/chargebacks are handled separately from refunds and involve the gateway and the bank; the decision is made by humans.
Contact
Request a refund through support; include the service id, quote/debit id, gross amount, and time of the event. Do not move money through any other channel.