Refund Policy

1. Refund Eligibility

Oryzen Hosting offers a limited 24-hour refund window exclusively for verified technical incompatibility. All refund requests are evaluated on a case-by-case basis and are subject to approval.

1.1 Eligible Reasons for Refund

Refunds may be considered ONLY for the following reasons, within 24 hours of service activation:

• Required Linux Distribution Not Available: The Linux distribution you need is not available on the purchased plan
• Critical Hardware Feature Missing: A critical hardware feature required for your workload is missing (e.g., virtualization support, specific CPU instruction sets)
• Verified Technical Incompatibility: Documented technical issues that prevent the service from functioning as advertised

1.2 Non-Eligible Reasons (No Refunds)

In accordance with Indian consumer protection guidelines, refunds are NOT provided for:

• Change of mind, buyer's remorse, or accidental purchase
• Performance expectations not met (unless service is fundamentally broken)
• User configuration errors, misconfiguration, or lack of technical knowledge
• Services used beyond the 24-hour window
• Location-specific latency (you select the location at purchase)
• Bandwidth or resource usage beyond allocated limits
• Third-party software compatibility issues
• Failure to read service specifications before purchase
• Services that have been actively used or configured

2. Service-Specific Refund Rules

2.1 VPS Hosting (Quantum & Horizon)

• 24-hour refund window for technical incompatibility only
• Refund requests must be submitted via support ticket within 24 hours of activation
• Service must not have been actively used or configured beyond basic testing

2.2 Game Server Hosting

• No refunds for game server hosting under normal circumstances
• Refund may be considered ONLY if there is a verified technical issue that prevents the game server from deploying, reported within 24 hours
• Configuration issues, plugin conflicts, mod incompatibilities, or performance complaints are not eligible for refunds
• Once the game server instance is deployed and accessible, no refunds are provided

2.3 Bot Hosting

• No refunds for bot hosting services under any circumstances
• Bot hosting is a low-cost, instant-deployment service with no refund eligibility
• All bot hosting purchases are final

2.4 Dedicated Servers

• 24-hour refund window for technical incompatibility only
• Refund requests must be submitted within 24 hours of server handover
• Hardware failures are covered under our SLA, not refund policy

3. Refund Processing

3.1 Refund Method

All approved refunds are processed as account credit only, not as cash refunds to original payment method. This helps us absorb processing costs and maintain sustainable pricing for all customers.

• Account Credit: Refund amount is added to your Oryzen account balance for future purchases
• No Cash Refunds: We do not process refunds back to original payment methods (cards, UPI, crypto wallets)
• Credit Validity: Account credits never expire and can be used for any future Oryzen service

3.2 Processing Time

Refund requests are processed within 24 hours to 7 days depending on:

• Complexity of the request
• Verification requirements
• Support ticket queue volume

3.3 Fees and Deductions

The refund amount may be reduced based on actual usage:

• Bandwidth Usage: Fees deducted for bandwidth consumed during the service period
• Resource Usage: Fees deducted for CPU, RAM, or disk usage beyond baseline
• Payment Gateway Fees: Non-refundable transaction fees charged by payment processors
• Crypto Network Fees: For crypto payments, blockchain network fees are not refunded

3.4 Cryptocurrency Refunds

For payments made via cryptocurrency:

• Refunds are processed as account credit OR in the same cryptocurrency, depending on the situation
• The amount refunded is the exact amount received at the time of purchase
• Crypto network fees and exchange rate fluctuations are not covered by Oryzen
• If refunded in crypto, the transaction is sent to the original wallet address

4. Special Cases

4.1 Monetary Refunds

Monetary refunds (cash back to original payment method) are ONLY applicable in cases of:

• Significant fault from Oryzen Hosting (e.g., prolonged service outage due to our infrastructure)
• Legal requirement or court order under Indian consumer protection law
• Payment processing errors on our end

All monetary refund requests are reviewed by management and approved at our sole discretion.

4.2 Service Downgrades

• No refunds are provided for service downgrades
• Downgrades are only permitted at the next billing cycle
• Any price difference is applied as account credit for future billing

4.3 Promotional/Discounted Orders

• No refunds for services purchased with promotional codes, discounts, or special offers
• This includes codes like WELCOME10, seasonal promotions, or bundle deals
• Promotional pricing is offered as-is with no refund eligibility

4.4 Account Termination

• No refunds for accounts terminated due to:
• Violation of Terms of Service
• Violation of Acceptable Use Policy
• Abuse, fraud, or illegal activities
• Non-payment or chargebacks
• Terminated accounts forfeit all unused service time and prepaid amounts

5. Service Credits

If a service disruption is confirmed to originate from Oryzen infrastructure (not user configuration), we may issue account credits at our discretion as a goodwill gesture.

5.1 Credit Eligibility

Credits may be issued for:

• Confirmed infrastructure outages affecting your service
• Hardware failures on our end (not covered by SLA)
• Network issues originating from our infrastructure

5.2 Credit Exclusions

Credits are NOT applicable for:

• User misconfiguration or software errors
• Resource exhaustion due to your usage
• External provider issues (upstream networks, DDoS attacks)
• Force majeure events (natural disasters, power outages beyond our control)
• Scheduled maintenance with proper notice (48 hours)

5.3 Credit Terms

• Credits are issued as a goodwill gesture and are subject to internal review
• Credits are non-transferable and non-refundable
• Credits never expire and can be used for any future Oryzen service
• Credits cannot be exchanged for cash

6. Chargebacks & Payment Disputes

Initiating a chargeback, payment dispute, or reversal through your payment provider for services rendered will result in:

• Immediate permanent termination of all services associated with your account
• Permanent ban from Oryzen Hosting
• Potential referral to collections or legal action for recovery of funds plus administrative fees

Important: If you have a billing concern, contact our support team BEFORE initiating a dispute. We are committed to resolving legitimate issues fairly in accordance with Indian consumer protection guidelines.

7. Indian Consumer Protection Compliance

This Refund Policy is designed to comply with the Consumer Protection Act, 2019 and related Indian regulations:

• Transparent Terms: All refund conditions are clearly stated before purchase
• Fair Practices: No unfair trade practices; refunds evaluated objectively
• Grievance Redressal: Dedicated Grievance Officer for complaint resolution
• No Hidden Charges: All fees and deductions are disclosed upfront
• Reasonable Timeframes: Refund processing within 24 hours to 7 days

If you believe your consumer rights have been violated, you may contact our Grievance Officer or file a complaint with the National Consumer Helpline (1915) or your State Consumer Disputes Redressal Commission.

8. How to Request a Refund

To request a refund:

1. Open a support ticket at https://oryzen.in/tickets
2. Select "Billing" or "Refund Request" as the department
3. Provide detailed explanation of the technical incompatibility
4. Include evidence if applicable (error logs, screenshots, etc.)
5. Submit within 24 hours of service activation

Our support team will review your request and respond within 24-48 hours.

9. Changes to This Policy

We may update this Refund Policy from time to time. We will notify you of any changes by:

• Posting the updated policy on this page
• Updating the "Last updated" date
• Sending email notification for significant changes

Your continued use of our services after changes constitutes acceptance of the updated policy.

10. Contact Us

If you have any questions about this Refund Policy, please contact us:

• Support: Open Support Ticket
• Billing: Open Billing Ticket
• Email: business@oryzen.in