1. General rule
Refunds depend on the service, provisioning status, billing model and mandatory law. A money-back guarantee applies only where a product page or order expressly states one.
2. Potentially eligible amounts
Where an express refund period applies, eligible prepaid hosting charges may be refundable if the request is submitted within that period and the account is in good standing. SLA service credits may apply separately.
3. Common exclusions
- Domain registration, renewal, redemption and transfer fees after submission.
- Software and third-party license charges after activation.
- Dedicated IP addresses and setup or customization fees.
- Usage-based compute, bandwidth or storage already consumed.
- Professional or managed work already performed.
- Dedicated/custom hardware committed for the customer.
- Amounts associated with fraud, abuse or policy violation.
4. Mandatory rights
Nothing in this policy limits mandatory statutory cancellation or refund rights that apply to a particular customer or transaction.
5. Refund method
Approved refunds are normally returned to the original method where practical. Promotional credit is not redeemable for cash unless law requires it.
6. Requests
Submit refund requests through the customer portal or billing@alpinelayer.ch and identify the invoice, service and reason.