1. Overview
At SparrowHost, we want you to be fully satisfied with our cloud infrastructure services. This Refund Policy outlines the conditions under which refunds are granted, the process for requesting a refund, and the timeline you can expect.
This policy applies to all services offered by SparrowHost Technologies Private Limited and forms part of our Terms & Conditions. By purchasing our services, you agree to this Refund Policy.
2. Refund Eligibility
2.1 New Customer — 7-Day Money-Back Guarantee
First-time customers are eligible for a full refund within 7 days of their first paid service activation, provided that:
- The request is made within 7 calendar days of the initial payment
- The account is not in violation of our Acceptable Use Policy
- No more than 10 GB of egress bandwidth has been consumed
- The service was not a custom-configured dedicated server or colocation service
The 7-day money-back guarantee applies only to your first purchase and cannot be claimed more than once per customer.
2.2 Service Outage Refunds
If we fail to meet our 99.9% monthly uptime SLA, you are eligible for service credits as described in Section 4 (SLA Credits). In cases of extended or repeated outages exceeding 24 hours in a single month, you may request a partial pro-rated refund for the affected period.
2.3 Billing Errors
If you have been incorrectly charged due to a billing error on our part (e.g., charged for a service you did not purchase, charged twice for the same service, or charged after cancellation), you are entitled to a full refund of the incorrectly charged amount. Billing error claims must be raised within 60 days of the charge.
2.4 Annual Plan Cancellation
Customers on annual billing plans who cancel within the first 30 days of a new annual period are eligible for a pro-rated refund for the unused months, minus any applicable discounts already applied. After 30 days of an annual period, no refund is available for the remaining months.
3. Non-Refundable Items
The following are not eligible for refunds under any circumstances:
- Domain registration and transfer fees
- SSL certificates once issued
- Dedicated servers with custom hardware configurations
- Colocation services after the first 7 days of the service period
- Bandwidth overage charges
- IP address blocks once allocated and announced
- Setup and onboarding fees
- Services terminated for Acceptable Use Policy violations
- Partial months on monthly billing plans (prorating is not available except under Section 2.2)
- Add-on services such as managed backups, DDoS protection upgrades, and monitoring packs, once activated for the billing period
4. SLA Credits
SLA credits are not cash refunds. They are applied as account credits to your next invoice. Credits are calculated based on the monthly service fee for the affected service:
- 99.0%–99.89% uptime: 5% credit
- 95.0%–98.99% uptime: 10% credit
- Below 95.0% uptime: 25% credit
SLA credits are not cumulative and are capped at 25% of the monthly service fee per calendar month. Credits must be claimed by contacting support@sparrowhost.net within 30 days of the incident.
Credits will not be issued for:
- Scheduled maintenance communicated at least 48 hours in advance
- Downtime caused by your actions, misconfigurations, or software
- Force majeure events (natural disasters, internet backbone outages, etc.)
- DDoS attacks targeting your specific IP addresses
5. How to Request a Refund
To request a refund, follow these steps:
- Email our billing team at billing@sparrowhost.net with the subject line: "Refund Request — [Your Account Email]"
- Include the following information:
- Your registered email address and account ID
- Invoice number(s) for the charge(s) in question
- Reason for the refund request
- Supporting evidence where applicable (e.g., screenshots of the issue)
- Our team will review your request and respond within 2 business days with a decision.
- If approved, the refund will be processed to your original payment method within the timeline described in Section 6.
Refund requests can also be submitted via our support portal. Refund requests submitted through channels other than billing@sparrowhost.net or the support portal may experience delays.
6. Refund Timeline
Once a refund is approved, processing times depend on your payment method:
- Credit / Debit Card: 5–10 business days (processing time varies by bank)
- UPI / Net Banking: 3–5 business days
- Digital Wallets: 1–3 business days
- Account Credit: Applied immediately to your SparrowHost account balance
Refunds are issued in the original currency and payment method. We are not responsible for currency conversion fees or delays introduced by banks or payment processors.
7. Cancellation
You may cancel any service at any time from your account dashboard. Cancellation takes effect at the end of the current billing period — your service will continue to run until then.
- Monthly plans: Cancel anytime; service runs until end of current month. No refund for the current period.
- Annual plans: Cancel anytime; service runs until end of the annual period. Pro-rated refund available within the first 30 days of a new annual period (see Section 2.4).
- Immediate termination: If you wish to terminate a service immediately, contact support. No refund will be issued for the remaining period.
After cancellation, your data will be retained for 7 days to allow for recovery, after which it is permanently deleted.
8. Chargebacks
We strongly encourage you to contact our billing team before initiating a chargeback with your bank or card issuer. Chargebacks are costly and time-consuming for both parties.
If a chargeback is filed without first contacting us, your account will be immediately suspended pending investigation. If the chargeback is found to be fraudulent or unjustified, your account will be permanently terminated and the amount may be referred to a debt collection agency.
Verified, legitimate billing disputes will always be resolved promptly when raised directly with our team.
9. Disputes
If you are dissatisfied with a refund decision, you may escalate your dispute to our management team by emailing legal@sparrowhost.net with full details of your case. We will review escalated disputes within 5 business days and provide a final decision.
If a dispute cannot be resolved through our internal process, it shall be resolved through arbitration or the courts of New Delhi, India, in accordance with our Terms & Conditions.
10. Contact
For all billing and refund inquiries:
- Billing email: billing@sparrowhost.net
- General support: support@sparrowhost.net
- Legal / Escalations: legal@sparrowhost.net
Our billing team is available Monday–Friday, 9:00 AM–6:00 PM IST.