Refund & Service Limitation Terms

Effective Date: May 5, 2025
Website: https://mazalacloud.com
Entity: Mazala Cloud, operated by Mazala Limited, Hong Kong

1. General Refund Policy

Mazala Cloud is committed to providing quality services, including domain registration, hosting, DNS management, and SSL provisioning. Due to the nature of digital infrastructure and domain-related services, refund eligibility is strictly limited as outlined below.

a. Non-Refundable Services

The following services are non-refundable under any circumstance, once processed:

  • Domain name registrations, renewals, or transfers (ICANN policies apply)
  • SSL certificate issuance and renewals
  • WHOIS privacy services
  • One-time setup fees for hosting or email
  • Any third-party integrations or platform license costs

These are considered consumed services as soon as provisioning begins or keys are issued.

b. Eligible Refund Scenarios

Refunds may be considered only under these limited conditions:

  • Hosting plans with a billing cycle of 12 months or more, if canceled within 7 days of initial purchase and no substantial usage occurred
  • Service not provisioned due to technical failure solely on Mazala Cloud’s side
  • Duplicate payments or accidental billing errors, if notified within 14 days

Refunds are issued to the original payment method only and may take up to 14 business days to process.

c. Promotions and Trial Offers

All promotional pricing, coupon codes, and free-trial-based activations are non-refundable. Early cancellation does not result in partial refunds or pro-rata credits unless otherwise stated in writing.

2. Service Limitation Terms

Mazala Cloud reserves the right to suspend or restrict access to any service without notice in the following situations:

a. Non-Payment or Disputed Charges

Failure to settle due invoices may result in automatic service suspension, domain lock, or email interruption. Disputed payments without prior communication will be escalated to legal recovery.

b. Misuse or Abuse of Platform

Accounts may be limited or terminated without refund for:

  • Hosting malicious or harmful content
  • Resource overuse or DDoS impact on server infrastructure
  • Spamming, phishing, or unauthorized API usage
  • Violating licensing agreements or registrar rules

c. Force Majeure and Downtime

Mazala Cloud is not liable for:

  • Downtime caused by upstream providers or data center outages
  • DNS propagation delays or registrar-side issues
  • Maintenance windows, infrastructure migrations, or uncontrollable global events

In such cases, no SLA or refund guarantee applies unless specifically outlined in a dedicated Service Level Agreement (SLA).

3. Cancellation Policy

To cancel a service:

  • Submit a formal cancellation request via the client portal or email support@mazalacloud.com
  • Allow 3–5 business days for deactivation and final billing adjustments
  • Backup your data before cancellation. Mazala Cloud is not responsible for data loss after termination.

4. Contact & Dispute Resolution

If you believe a billing error or cancellation was processed incorrectly, please contact us immediately:

📧 Billing & Refunds Department: billing@mazalacloud.com

📍 Mazala Limited – Registered in Hong Kong

All refund requests and service disputes must be initiated within 30 days of the original transaction. Beyond this window, no review or credit will be granted.

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