1. Our Transparency Commitment

At Eleven Orbits, we believe that trust is built on transparency. We strive to provide enterprise-grade infrastructure that powers your digital universe without interruption. However, we understand that sometimes a service may not fit your specific project needs.

This Refund Policy outlines the financial terms governing our VPS Hosting, Managed WordPress, and Professional Services. By purchasing a service from Eleven Orbits, you agree to the terms below.

2. Refund Eligibility by Service Type

2.1. Virtual Private Servers (VPS)

Policy: Non-Refundable Once Provisioned Unlike shared hosting, a VPS requires the immediate allocation of dedicated resources—including static IP addresses, CPU cores, and RAM—which incurs instant costs from our upstream data centers.

  • Standard Rule: Once a VPS instance has been provisioned and activated (i.e., you have received the login credentials), it is non-refundable.

  • The Exception (Defect Window): If you experience a verified hardware failure or network outage caused by our infrastructure within the first 48 hours of deployment, we may, at our sole discretion, issue a full or partial refund. This does not cover software misconfigurations or inability to use a specific OS.

2.2. Managed WordPress & Shared Hosting

Policy: 30-Day Satisfaction Guarantee We stand behind the quality of our managed hosting environment.

  • New Accounts: If you are a new customer and are not completely satisfied with our Managed WordPress or Shared Hosting plans, you may request a cancellation within 30 days of your initial sign-up for a full refund of the hosting fees.

  • Exclusion: This guarantee applies only to the hosting portion of your bill. Domain registration fees and software license fees are deducted from the refund total.

2.3. Professional Services & Management

Policy: Non-Refundable Labor Payments made for “Service-Based Work”—including but not limited to Website Management, Server Setup, Migration Services, or Custom Scripting—are non-refundable.

  • Why? These fees cover the time, expertise, and manual labor of our engineers. Once our team has logged in or commenced work on your ticket, the service is considered “Consumed.”

3. Non-Refundable Items (Strict Exclusions)

To maintain our low pricing and operational integrity, the following items are exempt from any refund, regardless of the timeframe:

  1. Domain Names: Domain registrations are paid immediately to the Registrar (e.g., ICANN/Verisign). We cannot reverse this transaction.

  2. Software Licenses: Third-party licenses (e.g., cPanel, Plesk, CloudLinux, Softaculous) are non-refundable once issued.

  3. Account Top-Ups: Funds added to your Eleven Orbits “Credit Balance” or “Wallet” are non-refundable and must be used for future service payments.

  4. Dedicated IP Addresses: Fees paid for additional IP blocks are non-refundable.

4. Policy Violations & Terms of Service

Zero Tolerance for Abuse No refunds will be issued to any user whose account is suspended or terminated due to a violation of our Terms of Service or Acceptable Use Policy. This includes, but is not limited to:

  • Sending Unsolicited Email (Spam).

  • Hosting Phishing, Malware, or Illegal Content.

  • Launching DDoS attacks from our servers.

  • Crypto-currency mining on unauthorized plans.

If your service is terminated for abuse, you forfeit the remainder of your prepaid term.

5. Chargebacks & Payment Disputes

Important Notice Regarding Fraud Eleven Orbits has a zero-tolerance policy for chargebacks.

  • The Process: If you initiate a chargeback or payment dispute with your credit card issuer or PayPal for a valid charge, your account will be immediately suspended, and all active services (including websites and data) may be terminated to protect our business interests.

  • Resolution: To restore access, you will be required to pay the original amount plus a $50.00 Administrative Penalty Fee to cover our dispute processing costs.

  • Recommendation: If you have a billing issue, please contact our Support Team first. We are here to help and can often resolve issues faster than a bank dispute.

6. How to Request a Cancellation

We make the cancellation process simple and documented.

  1. Log In: Access your Client Area Dashboard.

  2. Navigate: Go to “My Services” and select the product you wish to cancel.

  3. Request: Click “Request Cancellation.” You must describe your reason for cancellation (this helps us improve).

  4. Verification: If you are eligible for a refund under Section 2, you must also open a Billing Ticket referencing your cancellation request ID.

Note: Cancellation requests must be received before your next renewal date. We cannot refund automatic renewal charges if the cancellation was not requested prior to the invoice generation.

7. Policy Modifications

Eleven Orbits reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to this page. It is your responsibility to review this policy prior to making new purchases.

Questions? Contact our Billing Department at: support@elevenorbits.com