Refund Policy

Websites: https://on1xcloud.com/ · https://on1x.kz/

Legal basis: the Civil Code of the Republic of Kazakhstan, the Law of the Republic of Kazakhstan “On Consumer Rights Protection” (to the extent applicable), the Law of the Republic of Kazakhstan “On Personal Data and Their Protection”, the Digital Code of the Republic of Kazakhstan, and other applicable regulatory legal acts of the Republic of Kazakhstan.
Purpose of the document: to establish a transparent procedure for refunding payments for VPS/VDS and related services, including a contractual 7-day guarantee for new Clients.

1. General Provisions

1.1. This Policy applies to payments for ON1X Cloud Services and forms part of the Public Offer. Terms are used in the meanings assigned to them in the Offer.

1.2. This Policy does not limit the rights granted to an individual consumer by the laws of the Republic of Kazakhstan. In the event of a conflict, the mandatory provision of law applies.

1.3. For legal entities and individual entrepreneurs, refunds are made on the contractual terms of this Policy unless otherwise provided by an individual agreement.

2. Refunds for Improper Performance of Services

2.1. Where a material defect in the Service is confirmed, the Client may demand correction of the defect, a proportionate price reduction, repeat performance, termination and refund, or another remedy provided by law.

2.2. The refund amount is determined taking into account the period of actual availability and the nature of the defect.

2.3. Short scheduled maintenance periods, failures of external networks, actions of the Client, attacks against the Client’s resource, and malfunction of the Client’s software do not in themselves constitute a defect in the Provider’s Service.

3. Cases in Which Refunds Are Normally Not Provided

for a period during which a properly functioning Service was actually provided and used;
for one-time work, individual configuration, migration, administration, licences, and other services already fully performed;
for dedicated IP addresses, additional resources, and third-party services, to the extent of the period already provided or non-refundable expenses;
where termination results from a serious breach of law, security rules, or prohibitions, provided that the retained amount complies with the law and the amount of documented claims;
to a third party or to payment details different from the original source of payment, except in documented cases of succession or where a refund by the original method is impossible.

Note: this list may not be used to deny a mandatory refund to a Consumer where such refund is required by law.

4. Procedure for Submitting an Application

4.1. An application must be sent from the confirmed Account e-mail address to [email protected] or submitted through the Personal Account.

4.2. The application must include:

the full name or entity name, Account identifier, and Order number;
the date and amount of payment and the payment method;
the grounds for the refund and the amount requested;
a description of the issue and evidence, where the refund relates to a defect;
refund details where refund by the original method is technically impossible;
for a representative, a document confirming authority.

4.3. The Provider may request the minimum documents necessary for identification, fraud prevention, and compliance with payment-organisation requirements. A copy of an identity document is requested only where there is a lawful and proportionate basis.

5. Review and Payment

5.1. A Consumer’s claim is reviewed in accordance with the laws of the Republic of Kazakhstan. Where the Provider disagrees with the demands, it sends a reasoned written response no later than 10 calendar days after receipt of the claim.

5.2. An approved amount is sent within 10 business days after the decision, unless another period is established by law or payment-system rules. The actual crediting time depends on the bank or payment organisation.

5.3. A refund is made by the same method and to the same payment instrument from which the payment was received. Where technically impossible, a cashless transfer to the payer’s account is permitted after verification of the details.

5.4. If the application data does not match the Account data or there are indications of fraud, the review may be suspended pending clarification; the Client will be asked to provide the missing information.

6. Service Cancellation and Data

6.1. Submission of an application does not automatically delete the VPS. The Client must expressly state whether immediate termination of the Service is required.

6.2. Before termination, the Client must independently export their data. After deletion of the VPS, recovery may be impossible.

6.3. If a full refund is approved, access to the relevant Service is terminated no later than the time the refund is sent, unless otherwise agreed.

7. Chargebacks and Disputed Payments

7.1. Before initiating a chargeback, the Client is advised to submit a claim to the Provider. The Client may not receive a refund simultaneously from both the Provider and the payment organisation.

7.2. Upon receipt of a chargeback, the Provider may suspend the related Services pending clarification and may provide the payment organisation with documents concerning the Order, activation, and use to the extent necessary to resolve the dispute.

Contacts

General matters, contracts, and finance: [email protected]
Technical support, incidents, security, and complaints: [email protected]