Refund Policy

Refund Policy Overview

At MyHBD (Hosting Big Data B.V.), we strive to maintain 'perfect' customer service and satisfaction. This policy outlines when and how refunds may be provided for our services.

✓Our Commitment

• Fair and transparent refund process
• Case-by-case evaluation of refund requests
• Professional customer service approach
• Clear communication throughout the process

iImportant Notes

• Refunds are not automatically guaranteed
• Identity verification may be required
• Processing fees may apply
• Some services have specific refund limitations

Consumer Right of Withdrawal

EU and Dutch consumer rights

If you buy as a consumer and not for business or professional purposes, you may have a statutory 14-day right to withdraw from an online service contract. This right is separate from MyHBD's discretionary refund and service-credit policy.

• For services, the withdrawal period normally starts on the day after the contract is concluded.
• If you ask us to start the service during the withdrawal period, you may have to pay a proportionate amount for the service already supplied.
• If a service is fully performed before the withdrawal period ends, the withdrawal right may be lost only where legally allowed and after your explicit agreement and acknowledgement.
• Business, reseller, and professional-use orders are handled under the contract terms and do not receive consumer withdrawal rights.

How to withdraw

Send a clear withdrawal request to [email protected] or through the client area. Include your account email, order number, service name, and a statement that you want to withdraw from the contract.

Refund timing

Where a statutory withdrawal refund is due, we will reimburse eligible amounts without undue delay and no later than 14 days after receiving your withdrawal notice, using the original payment method where reasonably possible.

Refund Conditions

Refunds may be considered under the following specific circumstances:

1Service Unavailability

Compensation may be provided when your server is offline or completely unavailable due to issues on our end.

Note: Brief maintenance windows and scheduled downtime are not eligible for refunds when proper notice is provided.

2Resource Deficiency

Service is considered not provided if you do not receive the full allocated resources specified in your service plan (CPU, RAM, or Disk space).

• Verified through monitoring data
• Must be reported within reasonable timeframe
• Technical validation required

3Service Quality Issues

Significant performance degradation or service quality issues that substantially impact your ability to use the service as intended.

Important: Internet channel performance and connectivity issues outside our direct control are not guaranteed and may not qualify for refunds.

Service Definitions

When Service 'Begins'

Service is considered to have begun when you receive your server access credentials (login details, IP address, and connection information), regardless of whether you immediately begin using the service.

Active Service Period

• Begins when access credentials are provided
• Continues through the paid service period
• Ends at service termination or expiration
• Billing occurs regardless of actual usage

Service Availability

• Server responds to network requests
• Allocated resources are fully available
• Management interfaces are accessible
• Support services are responsive

Non-Refundable Services

⚠️ Services Not Eligible for Refunds

The following services and payment methods are generally not eligible for discretionary refunds, except where mandatory consumer law requires otherwise or where MyHBD caused a qualifying service failure:

Service Types

• Cryptocurrency payments: may require manual review and may be refunded as account credit or equivalent value where a refund is legally required or approved
• Dedicated Server Services: Physical hardware services
• Promotional Services: Discounted or promotional offerings
• Setup fees: one-time configuration charges after setup work has started or been completed

Usage-Based Exclusions

• Unused service periods: partial-month goodwill refunds after activation
• Add-on Services: Additional features and upgrades
• Domain registrations: domain name registrations or renewals submitted to the registry
• License Fees: Third-party software licenses

Important: Nothing in this policy limits mandatory rights that consumers may have under Dutch or EU law.

Refund Request Process

How to Request a Refund

1
Contact Support: Submit a support ticket or email us at [email protected] with your refund request and detailed explanation.
2
Provide Documentation: Include relevant details such as service dates, issues experienced, and any supporting evidence.
3
Account Review: We may verify account ownership, order status, KYC approval status, and original payment details where reasonably necessary.
4
Review Process: Our team will review your request and may conduct technical investigations to verify the reported issues.
5
Decision & Processing: You'll receive a decision within 5-7 business days. Approved refunds are processed within 10-15 business days.

Required Information

• Account information and service details
• Specific dates and times of issues
• Detailed description of problems experienced

• Screenshots or error messages (if applicable)
• Order number and invoice reference
• Original payment method information

Processing Fees

📊 Refund Processing Information

No processing fee is deducted from refunds that are required by mandatory consumer law. Administrative or payment processing costs may only be deducted from discretionary goodwill refunds where legally allowed.

Processing Fee Breakdown

Refund AmountEligible amount

Processing Fee0% for statutory refunds

Amount ReturnedBased on eligibility

Fee Waiver Conditions

Processing fees may be waived in cases of:

• Extended service outages (>24 hours)
• Significant service failures due to our errors
• Billing mistakes or technical errors
• Fraudulent charges or unauthorized access

When Refunds Are Denied

❌ Refund Denial Reasons

Refunds will be denied in the following circumstances:

Service Availability Issues

• User-Specific Issues: Server unavailable only for specific users or regions
• IP Blacklisting: Server IP address listed in third-party spam or security databases
• Network Routing: Connectivity issues beyond our infrastructure control
• External Dependencies: Third-party service failures affecting your applications

Customer-Related Issues

• Policy Violations: Customers who receive abuse or policy violation complaints
• Inappropriate Communication: Rude, abusive, or inappropriate communication with support staff
• Fraudulent Activity: Suspected fraudulent account activity or payment methods
• Terms Violations: Violation of acceptable use policies or terms of service

Technical Limitations

• Change of Mind: Simple change of mind without service issues
• Compatibility Issues: Software or application compatibility problems
• Performance Expectations: Performance below expectations but within service specifications
• Learning Curve: Difficulty using services due to technical complexity

Service Credits

Alternative to Cash Refunds

In many discretionary cases, we may offer service credits instead of cash refunds. Service credits can be applied to future services and may provide greater value. Service credits will not replace a money refund where a cash refund is required by mandatory law unless you agree.

Credit Benefits

• Full Value: No processing fees deducted
• Flexible Usage: Apply to any future services
• Extended Validity: Credits typically valid for 12 months
• Bonus Credits: May include additional compensation

Credit Usage

• Automatically applied to next invoice
• Can be used for service upgrades
• Transferable between services on same account
• Visible in account dashboard

KYC and Payment Security

KYC before activation

Orders may require KYC approval before activation or acceptance. Because KYC is handled before service activation, we do not require a passport or official ID document for every refund request.

Refund payment route

Refunds are normally returned to the original payment method or credited to the same client account. Additional account or payment verification may be requested only where reasonably necessary for fraud prevention, payment-provider requirements, account ownership, chargeback handling, anti-money-laundering checks, or legal compliance.

Privacy and data minimization

• We request only the information reasonably needed to review and process the refund.
• Existing KYC records may be used to confirm account status where applicable.
• Any additional verification data is handled according to our Privacy Policy and retained only as long as necessary.

Customer Responsibilities

Content and Activity Responsibility

As the account holder, you are fully responsible for:

• Content Management: All content stored on your services
• Internet Activities: All activities conducted through your server
• Legal Compliance: Ensuring all activities comply with applicable laws
• Security: Maintaining proper security measures for your accounts

⚠️ Service Blocking Rights

We reserve the right to block services or terminate accounts if:

• Illegal or prohibited content is detected
• Account is used for fraudulent activities
• Service terms are violated
• Abuse complaints are received and verified
• Court orders or legal requirements mandate blocking

Proactive Communication

• Report service issues promptly for faster resolution
• Maintain current contact information in your account
• Respond to support requests within reasonable timeframes
• Provide accurate information during the refund process

Contact Information

Refund Requests

Primary Contact

[email protected]

Support Portal

Available in client area

Response Time

5-7 business days

Complaints and disputes

If you disagree with a refund decision, contact support first so we can review the case. Consumers may also use applicable Dutch or EU consumer advice, mediation, or dispute-resolution channels where available.

Need Help with Refunds?

Our support team is here to help you with any questions about our refund policy or to assist you with refund requests. We aim to resolve all issues fairly and promptly.

Contact Support