Refund Policy

We aim to be transparent about when refunds are and are not available. Certain services (like domain registrations) create irreversible third‑party costs once executed. This policy explains those boundaries.

1. Non-Refundable Items

• Domain registrations, renewals, transfers once submitted to the registry.
• Expired domains recovered from redemption period.
• One‑time setup or provisioning fees after work begins.
• Consumed usage (bandwidth, compute, storage) already delivered.

2. Eligible for Prorated / Conditional Refund

• Annual platform subscriptions (if cancelled within 14 days and < 5% usage of included resources) — platform credits first, cash refund case‑by‑case.
• Accidental duplicate payments (immediate full reversal).
• Billing system errors causing overcharge (difference credited or refunded).

3. Trials & Promotions

Trial periods let you evaluate features without risk. Charges after a trial converts are non‑refundable unless a verifiable platform defect materially prevented use.

4. Downtime & SLA Credits

Instead of refunds we issue service credits when uptime falls below published targets. Credits apply to future invoices and are not convertible to cash.

5. Chargebacks

Please contact us first. Unfounded chargebacks may result in account suspension because they impose additional processing penalties.

6. How to Request a Refund

1. Email billing@colioe.io from your account email.
2. Include invoice ID(s), amount, and reason.
3. We respond within 3 business days with approval, partial credit, or denial rationale.

7. Processing Time

Approved refunds to original payment method: 5–10 business days (card networks). Platform credits apply immediately.

8. Currency & FX

Refunds are issued in the original billing currency. Foreign exchange differences or bank fees are outside our control.

9. Regulatory Exceptions

Where local consumer protection law mandates a broader right of withdrawal we will honor those statutory rights.

10. Contact

Email: billing@colioe.io