1. Money-Back Guarantee
We offer a 30-day money-back guarantee for all new customers. If you are not satisfied with our hosting services for any reason, you may request a full refund within 30 days of your initial purchase date.
This guarantee applies to your first subscription with dnsfox.com. It does not apply to subsequent subscriptions, renewals, or upgrades on existing accounts.
To qualify for the money-back guarantee, you must submit your refund request within 30 calendar days of the original payment date. Refund requests received after this window will be evaluated under our standard refund policy described below.
2. Eligible Refunds
The following situations qualify for a refund:
- New customer cancellation within 30 days — Full refund under our money-back guarantee.
- Annual subscription cancellation after 30 days — Prorated refund for the unused portion of your annual billing period, calculated from the date we receive your cancellation request.
- Service outage exceeding SLA commitments — Service credits or refunds as described in our Service Level Agreement.
- Duplicate or erroneous charges — Full refund of the duplicate or incorrect amount.
3. Non-Refundable Items
The following are not eligible for refunds:
- Accounts terminated for AUP violations — If your account is suspended or terminated due to a violation of our Acceptable Use Policy, no refund will be issued.
- Accounts terminated for fraud — Accounts closed due to fraudulent activity, including payment fraud, identity misrepresentation, or abuse, are not eligible for any refund.
- Partial months on monthly plans — Monthly subscriptions are billed in full for each billing cycle. No prorated refunds are issued for cancellations made partway through a monthly billing period.
- Domain registration fees — Domain registrations are processed through third-party registrars and cannot be refunded once completed.
- Downgrade credits — Credits issued when downgrading your plan are non-refundable and can only be applied to future invoices.
- Add-on services already rendered — One-time services such as site migrations or custom configuration work that have already been performed.
4. How to Request a Refund
To request a refund, you can use either of the following methods:
Support Ticket
Log in to your dnsfox.com dashboard and open a support ticket under the "Billing" category. Select "Refund Request" as the topic and provide your reason for the refund.
Send an email to support@dnsfox.com with the subject line "Refund Request" and include:
- Your account email address
- The subscription or invoice you are requesting a refund for
- The reason for your refund request
We aim to acknowledge all refund requests within one business day.
5. Refund Processing
Once your refund request is approved, the refund will be processed within 5-10 business days. Refunds are issued to the original payment method used for the transaction.
Please note that your bank or payment provider may take additional time to reflect the refund in your account. If you have not received your refund after 10 business days, please contact your payment provider first, then reach out to our support team if the issue persists.
For annual subscriptions canceled after 30 days, the prorated refund amount is calculated based on the number of full months remaining in your billing period at the time of cancellation.
6. Chargebacks and Disputes
We strongly encourage you to contact our support team before filing a chargeback or payment dispute with your bank or credit card company. We are committed to resolving billing issues fairly and promptly.
Filing a chargeback without first attempting to resolve the issue with us may result in:
- Immediate suspension of your account pending investigation
- Loss of eligibility for future refunds on the disputed transaction
- Permanent account termination in cases of fraudulent chargebacks
If you believe a charge is unauthorized or incorrect, please contact us at support@dnsfox.com and we will investigate and resolve the matter as quickly as possible.
7. Free Trial
We may offer free trial periods for new customers. During the trial period, you will not be charged for the service.
At the end of the trial period, your subscription will automatically convert to a paid plan at the price displayed during sign-up, unless you cancel before the trial expires.
You may cancel your trial at any time through your dashboard or by contacting support. No charges will be applied if you cancel before the trial period ends.
8. Plan Changes
When upgrading your plan, you will be charged the prorated difference for the remainder of your current billing period. The new plan pricing takes effect immediately.
When downgrading your plan, the difference between your current plan and the new plan is calculated for the remaining billing period and issued as an account credit. This credit is applied automatically to your next invoice.
Downgrade credits are non-refundable and cannot be converted to cash or transferred to another account. See Section 9 for more details on account credits.
9. Account Credits
Account credits may be issued in the following situations:
- Plan downgrades (prorated credit for the unused portion of the higher-tier plan)
- Service credits for SLA-qualifying outages
- Goodwill credits issued by our support team
All account credits are:
- Non-refundable and cannot be exchanged for cash
- Applied automatically to future invoices
- Non-transferable between accounts
- Subject to expiration 12 months after issuance if unused
10. Contact
For questions about this Refund Policy or to request a refund, contact us at:
Support: support@dnsfox.com
Legal: legal@dnsfox.com