Home Refund Policy

Refund, Cancellation, and Credit 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. For operational purposes, an account is treated as a Business Customer if a company name is provided during signup or later added to the profile.
Registry: the relevant domain registry operator for a domain extension.
Billing Cycle: the recurring subscription period (monthly/annual) shown on your invoice/client area.
In-store credit: a non-cash credit added to your AEserver client account, usable for eligible AEserver services. Credit does not expire.

1. General 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 cancellation or refund

All cancellation and refund requests must be submitted by the account owner (or an authorised account contact) via:

the cancellation tool inside the client area (where available), or
a support ticket addressed to the Billing Department.

1.3 Cancellation timing and auto-renewal cutoffs

You may submit a cancellation request at any time. However, to avoid an automatic renewal charge, you must submit your cancellation request before the applicable cutoff:

Hosting subscriptions on automatic payment: cancellation must be received at least 3 business days before the due date; otherwise renewal may be processed automatically 1 day before the due date to avoid downtime.
Microsoft 365 subscriptions: cancel at least 7 days before the end of the Billing Cycle to avoid renewal.
Google Workspace subscriptions: cancel at least 7 days before the end of the Billing Cycle to avoid renewal. For clarity, the Billing Cycle for these services is shown in your client area/invoice, and where shown by calendar month it runs from the 1st day to the last day of the month (Gulf Standard Time, GST).

If a cancellation request is received after the cutoff and a renewal is processed, the renewal charge remains payable and Section 7 (Late Cancellation) may apply.

1.4 Refund method

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

1.5 Processing timeframe

After approval, AEserver processes refunds within 2–5 business days. Your bank/payment provider may require additional time to reflect the refund.

1.6 Taxes and VAT

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

1.7 Fraud, abuse, and Terms breach

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

1.8 Confirmation of cancellation

When AEserver receives a valid cancellation request, you will receive an email confirmation and/or see a cancellation note in the client area. If you do not see confirmation, you must contact support promptly.

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

2.1 Key rule: registry-processed domain actions are generally non-refundable

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

Exceptions: refunds or credits may still be granted where:

required by applicable law, or
AEserver charged you in error, or
the operation did not complete and AEserver did not incur the corresponding third-party cost.

2.2 .ae, .امارات: limited cancellation window (subject to registry rules)

You may request cancellation within the below windows only if registry-level reversal/deletion and fee reversal are available under the relevant registry rules at the time of the request:

(A) New registrations

Cancellation request must be submitted within 72 hours from the time of registration.

(B) Renewals

If you request cancellation after a renewal is processed, the request must be submitted within 72 hours from the renewal date/time.

Important: The timeframes stated above represent the maximum windows permitted by the relevant registry. To allow sufficient time for our team to review and process your request, you must submit it during AEserver business hours. As a best practice, we strongly recommend submitting your request within the first 24 hours to improve the likelihood of a successful outcome.

If the registry confirms reversal, AEserver will refund the eligible domain fee less an administrative fee of AED 50 per domain (plus VAT where applicable). If the registry does not permit reversal, no refund is available.

2.3 Other domain extensions (.com, .net, .me, etc.)

Registrations and renewals for other extensions are non-refundable once processed at registry, including where the registry does not provide a renewal grace reversal option.

2.4 Deletion vs “cancellation” of auto-renew

For domains, “cancellation” may mean either:

disabling auto-renew (recommended if you want to keep the domain until expiry), or
requesting deletion (which may cause permanent loss of the domain, subject to registry rules).

You are responsible for selecting the intended option in your request.

2.5 Accuracy is your responsibility

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

2.6 Compliance, eligibility, and documentation

Some domains require eligibility criteria and/or documentation. If you fail to provide required documentation within a reasonable time, or the registry rejects the application due to ineligibility, AEserver may cancel the request. Refund outcomes depend on whether registry processing occurred and whether any non-refundable third-party fees were incurred. Please refer to our terms of services for more details.

3. Shared Web Hosting

3.1 30-day money-back guarantee

If you purchase a monthly or annual Shared Web Hosting plan (and/or an eligible Website Builder plan where stated on the order page), you may request cancellation within 30 days of purchase for a refund of the hosting plan fees paid.

Not covered (non-refundable):

domain fees (registration/renewal/transfer/restore)
dedicated IPs
SSL certificates (including dedicated SSL)
reseller hosting accounts
AEserver Email Hosting (Business Email)
licences and third-party subscriptions (including Microsoft 365, Google Workspace, cPanel, Plesk, SpamExperts, backup tools)
add-ons (managed support, AMC, migrations/pro services)
managed WordPress, web design services
renewals of hosting products

3.2 Free migration within the first 30 days

If you used a free account migration within the first 30 days, AEserver may decline the 30-day money-back refund or deduct a reasonable migration/service cost, because resources were consumed to perform the migration. Any such deduction will be communicated in writing with a brief breakdown.

3.3 After the 30-day period

After the first 30 days, you may cancel at any time (immediately or end of the Billing Cycle). No refund is provided for unused time, unless required by applicable law or unless AEserver confirms otherwise in writing.

3.4 Data backup and deletion

You are solely responsible for backing up 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. VPS, Cloud Servers, Dedicated Servers, and Usage-Based Infrastructure

4.1 No money-back guarantee

VPS/Cloud Servers/Dedicated Servers and other usage-based infrastructure products are not eligible for a money-back guarantee for monthly or annual billing cycles.

4.2 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 and backup tools)
third-party subscriptions/licences (for example, Google Workspace, Microsoft 365, and similar services)
any other service offered on our Site and not expressly listed as refundable

6. Reactivation and Restoration

6.1 Reactivation of a customer-requested cancellation

If you requested cancellation and later wish to reactivate, AEserver may reactivate the service where technically possible. Any overdue invoices must be paid to make the account current before cancellation is lifted.

6.2 Restoration after termination (requested or non-payment)

If your service has been terminated (by request or due to non-payment), AEserver may charge a restore fee if you request reactivation. Restoration depends on data availability as confirmed by the technical team (for cases when the backup is available in our archives only).

Manual restore fee: AED 500 + VAT (where applicable).

7. Late Cancellation Fees – Shared Web Hosting Only

Because renewals may be processed automatically (unless auto-renew is disabled) to avoid downtime and expiration, if you submit a cancellation request after an automatic renewal payment has been processed, AEserver reserves the right to charge a late cancellation administrative fee of AED 100 + VAT (where applicable) if you request full deletion/termination after renewal.

8. Payment Disputes, Chargebacks, and Returned Cheques

8.1 Chargebacks and payment disputes

AEserver reserves the right to suspend or cancel services in case of payment disputes/chargebacks. Accounts affected by disputes may only be reactivated once disputes are satisfactorily resolved and may be subject to an administrative fee reflecting the costs incurred due to the dispute. Please refer to our terms of services.

8.2 Returned/bounced cheques

If a cheque payment fails to clear, AEserver may impose a returned cheque administrative fee of AED 500 per cheque + VAT, in addition to any bank charges incurred.

9. Overpayments and Account Credits

If you make an overpayment (by choice or otherwise), the amount will be added as in-store credit to your AEserver account and may be used for future renewals or new services. Unless required by applicable law or confirmed by AEserver in writing, overpayments are not refundable as cash value.

10. Support and Escalation

If there is an issue with your account or support experience, please submit a ticket from your client area or email support@aeserver.com.