Refund Policy
Last updated on July 13, 2026
1. Overview
At HeavenCloud, all services are non-refundable by default unless explicitly listed as refundable in this policy. Where refunds are permitted for eligible USA-region purchases, they will only be processed when you provide a valid, specific, and verifiable reason as listed below. Default, vague, incomplete, or false reasons are not accepted. No valid reason = no refund. By purchasing any of our services, you agree to these refund terms.
2. Eligibility for Refund
A refund request may be considered only if all of the following apply:
1. First-time purchase only (not a renewal, upgrade, or migration).
2. Product is one of: USA-region VPS Hosting, USA-region Discord Bot Hosting, or USA-region Lavalink Hosting.
3. Request is submitted within 24 hours of the initial purchase.
4. You provide a valid, verifiable reason from Section 3.
5. Order details are complete (order ID, account email, product name, and USA region confirmation).
If any of the above points are not met, the order is not eligible for a refund.
3. Valid Reasons (USA Region Only)
For eligible USA-region first-time purchases only, HeavenCloud may approve a refund within 24 hours if one of the following is clearly stated and can be verified:
1. Service never provisioned or never delivered after successful payment.
2. Persistent inability to access the service due to a HeavenCloud-side provisioning or panel failure, after support confirms the issue is on our side.
3. Wrong USA product delivered compared to what was ordered (for example, incorrect plan or service type), where we cannot reasonably correct it within a short window.
4. Documented major outage or critical defect caused by HeavenCloud that makes the purchased USA service unusable during the request window, and we cannot provide a timely working fix or equivalent replacement.
4. Non-Eligibility / Not Accepted
The following are not eligible for refund and will be automatically rejected:
1. "I changed my mind" / no longer needed / buyer’s remorse.
2. Ordered by mistake without a HeavenCloud delivery error.
3. Found a cheaper provider elsewhere.
4. Unused service or "did not use it yet".
5. Vague claims such as "not satisfied", "not working", or "bad service" without verifiable evidence.
6. False or misleading claims about downtime, access, or billing.
7. Duplicate or mass refund attempts; chargeback threats used instead of support.
8. Renewals, upgrades, credits already used, add-ons, setup/custom work.
9. Any non-USA region purchase.
10. Any reason that cannot be verified from our systems, logs, or support records.
Submitting false reasons may result in denial and account action under our abuse rules.
5. Non-Refundable Services
The following are strictly non-refundable under all circumstances:
1. Dedicated Servers (all regions) — no refunds.
2. India-region plans (all products) — no refunds.
3. Utah Budget Slices — no refunds.
4. All Minecraft hosting plans.
5. All other non-USA region plans (including Singapore, Germany, Miami, and any location that is not an eligible USA product listed in Section 2).
6. Domain registrations.
7. Custom development / setup work.
8. Dedicated IPs and separately purchased DDoS add-ons.
9. Accounts terminated for abuse or policy violations.
10. Payments made via PayPal.
6. Free Tier Services
Free hosting plans, including our free Discord bot hosting and free Lavalink nodes, do not involve any payment and are therefore not subject to refund. HeavenCloud reserves the right to modify or discontinue free tier services at any time.
7. How to Request a Refund
To request a refund for an eligible USA purchase:
1. Open a support ticket via billing.heavencloud.in or email manas@heavencloud.in within 24 hours of payment.
2. Include order ID, account email, product name, and region (must be USA).
3. State one valid reason from Section 3 with enough detail for verification.
Requests that use default/false reasons from Section 4, or that are missing required details, will be declined.
8. Refund Method
Approved refunds will be issued using the original payment method. Processing times may vary depending on your payment provider. HeavenCloud is not responsible for delays caused by third-party payment processors.
9. Abuse and Violations
Accounts terminated due to violations of our Terms of Service, Acceptable Use Policy, or Fair Usage Policy are not eligible for refunds. Engaging in fraudulent refund requests or submitting false reasons may result in permanent suspension of your account.
10. Service Credits
In cases where a full refund is not applicable, HeavenCloud may offer service credits at its discretion. Service credits are non-transferable and must be used within 90 days of issuance.
11. Policy Change Log
Last updated: July 13, 2026. Change summary: restated eligibility and non-eligibility as numbered points; explicitly added no refunds for Dedicated Servers, India-region plans, and Utah Budget Slices; kept 24-hour window for eligible first-time USA VPS, Discord Bot Hosting, and Lavalink Hosting only.
12. Changes to This Policy
HeavenCloud reserves the right to update this Refund Policy at any time. Changes will take effect immediately upon posting. Continued use of our services constitutes acceptance of the updated policy.
13. Questions about refunds?
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