Refund and Dispute Policy
- Effective Date: 2 April 2025
- Company Name: DataVex
- Website: www.datavex.eu
At DataVex, we are committed to providing a
high level of service.
Our Refund and Dispute Policy outlines the conditions for refunds and how we
handle disputes.
1. Refund Policy
We offer a refund for hosting services only under specific conditions outlined below:
Eligibility for Refunds
- DataVex are eligible for a refund within 3 days of the service activation date.
- Refund requests after 3 days will not be considered, except in cases where we fail to deliver our service as promised (e.g., uptime issues, service failures).
How to Request a Refund
To request a refund:
- Submit a request via our support channel at [email protected] or through your client dashboard
- Include your account information, details of the service you wish to cancel, and the reason for the refund request.
- We will process eligible refunds within 7–10 business days, and the amount will be refunded to the original payment method.
Refund Processing Time
Refunds are processed back to the original payment method. The time
it takes for the funds to reflect in your account depends on your
payment provider.
2. Dispute Resolution
If you encounter any issues with our services or have a dispute regarding a refund request or service delivery, we encourage you to contact us to resolve the matter.
Steps for Dispute Resolution:
- Initial Contact: Please reach out to our support team at [email protected] within 30 days of the issue arising. Provide details such as your account information, the issue at hand, and any relevant supporting documentation.
- Investigation: We will investigate your concern and aim to resolve it within 5–7 business days. Our team will work with you directly to find a solution that meets your needs.
- Escalation: If the matter is not resolved to your satisfaction, you may request the issue be escalated to our senior management team for further review.
- Alternative Dispute Resolution: If the issue cannot be resolved through our internal process, you may seek mediation or arbitration as outlined below:
- Mediation and/or arbitration will take place in accordance with the laws of the EU.
- Both parties agree to resolve the dispute using the services of a third-party arbitrator if necessary.
Dispute Exclusions:
- Submit a request Disputes regarding services already refunded or services outside the 3-day refund window.
- Disputes involving third-party services or software.
3. Chargebacks
If you initiate a chargeback through your payment provider, we will consider it a serious breach of our Terms of Service. In the event of a chargeback:
- Your account will be suspended or terminated immediately.
- You will be required to pay any applicable fees associated with the chargeback.
- If the chargeback is unjustified, we will take appropriate legal action to recover any losses.
4. Changes to Refund and Dispute Policy
We may update or modify this Refund and Dispute Policy at any time. Any changes will be posted on our website, and you will be notified of major changes through your registered email address.