Refund Policy

AEserver Refund, Cancellation, and Credit Policy

This Refund, Cancellation, and Credit Policy (“Policy”) applies to purchases made through AEserver.com (the “Site”) and forms part of AEserver FZE’s  general Terms of Service.

By placing an order on the Site, you confirm that you have read and accepted this Policy.

Definitions

• AEserver / we / us / our: AEserver FZE.

• You / Customer: the person or entity placing an order.

• Consumer: a natural person purchasing primarily for personal (non-business) use.

• Business Customer: any customer that is not a Consumer. This is defined in the profile during sign up – if the company name field is filled,  then the account is considered as a business account.

• Registry: the relevant domain registry operator for a domain extension.

• In-store credit: a non-cash credit added to your AEserver client account, usable for eligible AEserver services. Credit does not expire.

1. General Refund Rules (All Services)

1.1 Statutory rights. Nothing in this Policy limits any non-excludable rights you may have under applicable UAE laws and regulations.

1.2 How to request. All cancellation and refund requests must be submitted via an AEserver support ticket with the billing department from the account owner (or an authorised account contact).

1.3 Refund method. Approved refunds are processed back to the original payment method where possible. If not possible (for example, a closed card/bank account), we may issue in-store credit or agree an alternative method with you, subject to compliance checks.

1.4 Processing time. After approval, AEserver processes refunds within a reasonable timeframe (2-5 business days); however, your bank/payment provider may require additional time to reflect the refund.

1.5 Taxes and VAT. Where applicable, VAT will be handled in accordance with UAE tax rules and reflected in credit notes/tax invoices as required.

1.6 No card surcharges. AEserver does not add extra charges for paying by credit/debit card or Paypal, in line with UAE consumer protection requirements.

1.7 Abuse, fraud, or Terms breach. If your service is suspended or terminated due to fraud, abuse, illegal content/activity, or a material breach of AEserver Terms of Service, any refunds (including under any guarantee period) may be refused to the fullest extent permitted by law.

2. Domain Name Services (Registration, Renewal, Transfer, Restore)

2.1 Key rule: “Processed at registry” is typically non-refundable

Domain services are time-sensitive and are submitted to, and processed by, third-party registries. Once a domain operation is successfully processed at the registry (including registration, renewal, transfer, restore/redemption, or premium allocation), the related fees are generally non-refundable, because the registry and upstream providers typically do not refund those fees to AEserver.

Exception: refunds may still be granted where (i) required by applicable law, (ii) AEserver charged you in error, or (iii) the registry operation did not complete successfully and no registry fee was incurred.

2.2 .ae and .امارات domains (special rule)

You may request a cancellation within 72 hours of initial registration only if the registry-level cancellation/deletion and fee reversal is available under the applicable registry rules at the time of the request. If the registry confirms reversal, AEserver will refund the domain registration fee paid.

• After 72 hours, or if the registry does not permit reversal, the registration becomes non-refundable once processed.

• This clause applies to new registrations & renewals only (not transfers, restores, or premium fees), unless AEserver explicitly confirms otherwise in writing.

• AEserver reserves the right to charge an admin fee.

2.3 Other domain extensions

For all other extensions, registrations and renewals are non-refundable once processed at registry, except where required by applicable law or if the registry operation fails and no registry fee is incurred.

2.4 Failed or rejected operations

If a domain registration/renewal/transfer fails due to a technical failure on AEserver’s side (or is not completed at registry or a 3rd party provider), AEserver will either:

• re-attempt the operation (where feasible), or

• issue a refund or in-store credit for the portion of fees that AEserver did not incur.

2.5 Accuracy is your responsibility

You are responsible for confirming the correctness of the domain string, the selected extension, the registration period, and registrant details before submitting an order. AEserver is not liable for customer input errors (for example, misspellings) once an order is processed.

2.6 Compliance, eligibility, and documentation checks

Some domains require eligibility criteria and/or documentation. If you fail to provide required documentation within a reasonable period, or the registry rejects the application due to ineligibility, AEserver may cancel the request. Refund outcomes depend on whether the registry processing has occurred and whether any non-refundable third-party fees were incurred.

2.7 Cooling-off / right of withdrawal (Consumers)

Where applicable and to the extent permitted by law, if you request immediate performance of a domain service (for example, instant registration), you acknowledge that once the service is processed, it may not be reversible and you may lose any applicable withdrawal/cooling-off right for that completed service. This Policy does not affect any non-waivable rights you may have under UAE law.

3. Shared Web Hosting

3.1 30-day money-back guarantee (Shared Hosting )

If you purchase a monthly or annual Shared Web Hosting plan, you may request cancellation within 30 days of purchase for a refund of the hosting plan fees paid.

Exclusions (not refunded):

• domain registration/renewal/transfer/restore fees

• SSL certificates and other add-ons/licences

• setup fees, migration/pro services

• usage-based charges, overage, or third-party pass-through costs

• fees for services terminated due to abuse, fraud, or Terms breach (to the extent permitted by law)

3.2 After 30 days

After the first 30 days, Shared Hosting customers may request a cancellation of the service. However no fees will be refunded for the unused portion of the service.

3.3 Service faults or misdescription

If you believe AEserver materially failed to provide the service as described, you may submit a written complaint via ticket with details. AEserver will review and respond within a reasonable timeframe and may offer (as appropriate): rectification, replacement service, partial refund, full refund, or account credit, in line with applicable consumer protection requirements.

3.4 Data backup and deletion on cancellation

You are solely responsible for backing up your website files, databases, and email content before requesting cancellation. After cancellation is executed, your hosting account and data may be deleted and may not be recoverable.

4. Cloud Hosting / Dedicated Server Products

4.1 Non refundable

This service is not eligible for a refund for monthly or annual billing cycles.

4.3 Data backup and deletion

You are responsible for backing up all data prior to cancellation. After termination, data may be deleted and may not be recoverable.

5. Add-ons, Licences, and Third-Party Products

Add-ons and licences are generally non-refundable once provisioned/issued, including (without limitation):

• SSL Certificates

• email/spam security services (for example, SpamExperts)

• security products (for example, website protection & backup tools)

• third-party licences (for example, Google Workspace, Microsoft 365, and similar subscriptions)

• Any other services offered on our website and not listed here.

Exception: AEserver may approve a refund or credit only where the third-party provider permits reversal and AEserver has not incurred non-refundable costs, or where required by applicable law.

6. Policy Changes

We reserve the right to amend these Terms at any time without prior notice. Updates are typically posted on our website, and continued use of the Services constitutes acceptance of the revised Terms. By using AEserver’s Services, you confirm that you have read, understood, and agree to these refund policy in their entirety. If you do not agree, you must discontinue using our Services immediately.

Last Updated: 2 January 2026