Refund Policy

1. Subscription cancellation

1.1 Cancellation procedure

You can cancel your subscription at any time directly from your control panel, under the Billing section. Cancellation is self-service and does not require any action from our team.

1.2 Effect of cancellation

• Cancellation takes effect at the end of the current billing period (monthly or annual)
• You retain access to all your services until the end of the paid period
• No prorated refund is granted for the current period

1.3 Grace period

After the end of the billing period, a 7-day grace period is granted:

• During this period, you can reactivate your subscription without data loss
• Your site displays a maintenance page during the grace period
• Upon expiration of the grace period, permanent deactivation begins

2. Non-refundable services

The following services are non-refundable under any circumstances:

• Domain registration and renewal: domain fees are paid to registrars and are not recoverable
• AI tokens consumed: usage-based artificial intelligence consumption (input and output tokens) is non-refundable
• Setup or migration fees: completed migration services are non-refundable

3. Annual subscriptions

Annual subscriptions are billed as a single payment for 12 months:

• No prorated refund is granted in case of early cancellation
• Cancellation takes effect at the end of the paid annual period
• The free domain included with annual plans remains active until the end of the first registration year

4. Monthly subscriptions

Monthly subscriptions are billed each month:

• Cancellation takes effect at the end of the current month
• No prorated refund is granted for the current month

5. Pro rata refunds as of right

Notwithstanding sections 1.2, 3 and 4, the Client is entitled to a pro rata refund of the unused prepaid portion of the affected service in the following two cases:

• Refusal of a cost increase passed through by a provider during a billing period, in accordance with section 4.7 of the Terms of Use;
• Termination by BorealHost.ai due to discontinuation of a service, absent any breach by the Client, in accordance with section 10.2.1 of the Terms of Use.

The Client also has a right of termination with a pro rata refund where it objects, on reasonable data protection grounds, to a change of subprocessor announced in accordance with section 2.3 of the Data Processing Agreement.

6. Discretionary refunds

BorealHost.ai may, at its sole discretion, grant exceptional refunds in the following situations:

• Confirmed billing errors
• Accidental double billing
• Major technical issues rendering the service unusable and unresolved within a reasonable timeframe

Periods of downtime are compensated exclusively through the service credits provided for in the Service Level Agreement, which constitute the Client's sole and exclusive remedy in that respect. A credit request must be submitted within ten (10) days following the end of the incident.

6.1 Requesting a discretionary refund

To submit an exceptional refund request:

1. Send an email to [email protected] within 30 days of the incident
2. Include details of the incident (dates, description of the issue, impact)
3. Our team will review your request and respond within 15 business days

7. Deactivation and data

After the deactivation of your account:

The final-backup recovery window is 30 days after deactivation. This is not a deadline for erasing every copy. Immutable backup copies may remain for several hundred days, until each copy’s retention lock expires. Billing records have a separate retention period.

• You may request a copy of your data during this period by contacting support
• Billing data is retained for 7 years in accordance with legal obligations

8. Payment disputes

If you dispute a payment with your financial institution (chargeback):

• Your account will be immediately suspended pending resolution of the dispute
• We encourage you to contact us first to resolve any billing issues directly
• Abusive or repeated disputes may result in account termination

9. Contact

For any questions regarding refunds or billing:

• Support: [email protected]
• Billing: [email protected]