Refund Policy

We have prepared this Refund Policy to explain when you can request a refund with respect to products and services acquired from Trustname or through us from our partners and/or affiliates (collectively “Services”).

General Terms

Please be aware that by completing your purchase, you explicitly agreed to our Terms of Service and Refund Policy, which clearly state: “All sales are final. No refunds. No exceptions.” However, in certain cases, and solely at Trustname’s discretion, a refund may be granted if we determine that the level of service provided did not meet reasonable expectations—please note that in most cases, refund requests will be declined.

• In no event is the same Service eligible for more than one refund.
• Service(s) must be cancelled before we can issue a refund.
• No refunds will be made for domains that are involved in any type of abuse, including but not limited to trademark infringement. This includes domains that are the subject of and/or involved in a trademark infringement allegation and/or proceeding.
• No refund will be made if your Service(s) are suspended or terminated for cause.
• If purchased Service(s) include free domain name registration or a free SSL certificate as part of a promotion or sale of the Service(s), and you cancel the purchased Service(s), the standard price for the domain name or SSL certificate will be deducted from the refund amount. If the refund amount is less than the standard price for the domain or SSL certificate, you must either elect to pay the difference or forfeit the domain, in which case, ownership of the domain will revert back to Trustname.
• All refunds are processed in U.S. dollars: you, the customer, bear sole responsibility for any fluctuations in the exchange rate(s) between the time of payment and the time of refund.
• Unless specifically requested otherwise, all refunds are credited to your Trustname account balance.

  • Orders paid via Trustname account funds can only be refunded as account credit.

  • Payments made via credit card or PayPal may be eligible for a refund to the original payment method (see important note below).

  • Cryptocurrency payments are non-refundable, and no exceptions can be made.

• If you choose to have your refund issued to your original payment method (such as a credit card or PayPal), you agree that — for compliance reasons — any future transactions using that same payment method will be permanently blocked. For future purchases and renewals, you will have the option to pay using your account balance or cryptocurrency only.

• Trustname is not liable for any fees, conversion costs, or delays imposed by your bank, credit card issuer, or PayPal in the case of a refund.

• Any processing fee(s) will be deducted from a refund.
• Additional refund requirements may apply based on specific terms and conditions notified to you when purchasing any Service(s).

Special Terms

Domain Name Registration

• Unless this Refund Policy specifically provides for a refund, all fees for domain name registrations and related domain name Service(s) are non-refundable, in whole or in part, even if your domain name registration is suspended, cancelled or transferred prior to the end of your then current registration term.
• New domain name registrations may be refundable, at the sole discretion of Trustname,  only if at the moment of initiation of the refund both the following conditions are met: (i) domain name refund is initiated within 96 hours from such domain name registration and (ii) more than 24 hours have passed from the moment of initiation of last refund of any other domain name registration. Please note that, in some cases, cancellation and refund are not available for new domain registrations due to restrictions imposed by the applicable registry or registry operating company.
• The following ccTLD registries DO NOT permit refunds upon cancellation:
  • .ae (including .ae.org)
  • .ag
  • .ai
  • .am
  • .ar.com
  • .asia
  • .at
  • .au
  • .be
  • .bz
  • .ca
  • .cat
  • .cc
  • .ch
  • .cl
  • .cm
  • .cn.com
  • .com.au
  • .com.pt
  • .cx
  • .cz
  • .de (including .com.de)
  • .dk
  • .es (including .com.es, .nom.es, and .org.es)
  • .eu
  • .fi
  • .fm
  • .fr
  • .frl
  • .gg
  • .gr (including .gr.com)
  • .hu
  • .in (including .co.in, .in.net)
  • .is
  • .it
  • .jp
  • .jp.net
  • .la
  • .lc
  • .li
  • .lt
  • .lu
  • .lv
  • .mn
  • .mx (including .com.mx, .net.mx)
  • .nl
  • .nu
  • .pe
  • .ph
  • .pk
  • .pl (including .com.pl, .net.pl, .info.pl, .biz.pl)
  • .pm
  • .pt
  • .pw
  • .re
  • .ru (including .com.ru, .net.ru, and .org.ru)
  • .sc
  • .se (including .com.se)
  • .sg
  • .tf
  • .to
  • .tv
  • .uk (including .co.uk, .org.uk, .me.uk)
  • .us
  • .vc
  • .wf
  • .ws
  • .xxx
  • .yt
• No refunds are available for fees paid for After Market Domain Names unless your After Market Domain Name registration is rejected or cancelled by Trustname, the registry or the third party seller.
• No refunds are available for the Trustname Aftermarket subscription.
• No refunds are available for fees paid for Premium Domain(s).
• No refunds are available for fees paid for any of the following:
  • Additional fees paid for Pre-Orders, Sunrise or Landrush periods or participation in an Early Access Program; or
  • Fees paid for related Service(s).

Domain Name Transfers

• Refundable only if both the following conditions are met: (i) the domain name transfer is unsuccessful and (ii) refund is initiated within 30 days from payment for such transfer. 
• In most cases of an unsuccessful attempt to transfer a domain name to Trustname, we will automatically refund any fees paid as an account credit.

Domain Name Renewal

• Unless this Refund Policy specifically provides for a refund, all fees for domain name renewals and related domain name Service(s) are non-refundable, in whole or in part, even if your domain name is suspended, cancelled or transferred prior to the end of your then current registration term.
• A domain name renewal may be refundable, at the sole discretion of Trustname, if you, the registrant, cancel the domain name renewal for a valid reason and the cancellation is processed within 5 days (120 hours) after renewal for the most of TLDs. Please note that, in some cases, cancellation and refund are not available for domain renewals due to restrictions imposed by the applicable registry or registry operating company.

Web Hosting

• Unless this Refund Policy specifically provides for a refund, all fees for Web Hosting and related Service(s) are non-refundable, in whole or in part, even if your Web Hosting Service(s) are suspended or terminated prior to the end of your then current contract term.
• Package fees for Shared Hosting, Stellar, Stellar Plus, Stellar Business, Reseller Hosting, Nebula, Galaxy Expert, Universe Pro, VPS hosting, VPS Pulsar, VPS Quasar, and VPS Magnetar may be refundable, at the sole discretion of Trustname, if you, the account holder, cancel within thirty (30) days after purchase. Only first-time Shared Hosting, Stellar, Stellar Plus, Stellar Business, Reseller Hosting, Nebula, Galaxy Expert, Universe Pro, VPS hosting, VPS Pulsar, VPS Quasar, and VPS Magnetar accounts are eligible for the 30-day money-back guarantee.
• Renewals of Web Hosting may be refundable, at the sole discretion of Trustname, if you, the account holder, cancel your hosting within forty-eight (48) hours after the renewal.
• In other cases a prorated refund may be provided upon consideration.
• No refunds are available for the following:

• Any additional features, services or upgrades added to your Web Hosting package and purchased at additional fee;
• Any fees related to domain name registrations associated with your Web Hosting package;
• Any fees related to SSL certificates associated with your Web Hosting package;

Private Email Hosting

• Unless this Refund Policy specifically provides for a refund, all fees for private email hosting and related Service(s) are non-refundable, in whole or in part, even if your private email hosting Service(s) are suspended or terminated prior to the end of your then current contract term.
• New purchase or renewal of a paid Private Email service may be refundable, at the sole discretion of Trustname, if you, the account holder, contact us to cancel the Private Email subscription for a valid reason and the cancellation is requested within 7 days after the charge.

SSL Certificates

• Unless this Refund Policy specifically provides for a refund, all fees for SSL Certificates are non-refundable, in whole or in part.
• If a refund is available, fees for SSL Certificates will be refunded in the form of an account credit.
• In order to qualify for a refund you must do one of the following within ninety (90) days after purchase: that is, you must 1) obtain issuance and thereafter make a written request for a refund within fifteen (15) days of that date; 2) attempt at issuance and be unsuccessful, in which case the refund will be credited to your account automatically; or 3) make no attempt at issuance but make a written refund request to Trustname.

Ultimate Uptime Anycast DNS

• Unless this Refund Policy specifically provides for a refund, all fees for Ultimate Uptime Anycast DNS and related Service(s) are non-refundable, in whole or in part, even if your Ultimate Uptime Anycast DNS Service(s) are suspended, cancelled or transferred prior to the end of your then current contract term.
• Fees for the Services may be refundable, at the sole discretion of Trustname, if you cancel the Services within five (5) days after purchase.

Apps Marketplace

• In most cases, Apps purchased or renewed through our Apps Marketplace may be refundable, at the sole discretion of Trustname, if you request cancellation and refund within twenty-four (24) hours after purchase/renewal.
• No refunds are available for Apps which provide an immediate, one-time service and/or incur fees directly related to the product provided: such as, but not limited to, Trustname Legal and Business Card Maker.
• If you purchase an App that provides for a trial period, you must cancel within the trial period to be eligible for any available refunds. That is, if you participate in a free trial period and thereafter continue to access or use the App after the trial period has passed, no refund is available.

Non-refundable Services

All other Services are non-refundable, including but not limited to:

• Redemption Fees (recovery or reactivation of domain names);
• Domain Name Renewals;
• Domain Name Transfers (if the transfer is successful);
• Extended Privacy Protection;
• Google Workspace Email (upgrades and downgrades);

• Website Migration;

• Hosting Setup Fee;
• Trustname Email Storage Addon;
• Trustname Email AI Addon;
• Trustname Email Security Addon;
• Any Services purchased or acquired at a reduced fee or on promotion; or
• All paid support services (fees paid by you to Trustname for providing non-service related support, such as domain name investigation if involved in an abuse, trademark infringement allegation, and/or proceeding).

Refund Requests

If you think you are eligible for a refund, you can submit a helpdesk ticket. You must include the following information in your request:

• Acknowledging that you have read our Refund Policy
• Why you are asking for a refund
• Transaction identifying information (e.g. account username, support pin, transaction number, domain name, date of purchase)

Any products or services that were suspended, canceled, or terminated due to the abusive usage of the products, services, or any other violation of the Terms and Conditions are not eligible for a refund.

The purpose of the refund is for customers to try and understand whether the services provided by Trustname suit their needs. In any way, Trustname will not tolerate abusive usage of refunds (i.e., refunding the same services multiple times and (or) repetitively purchasing and asking for a refund for services purchased in bulk, etc.). Trustname remains a right to unilaterally decline the request for a refund if any of the signs related to the abusage of the refunds occur.

Once submitted, we will review your request and may require that you provide additional information. You acknowledge that you must provide a timely response to information requested. Failure to provide the information we need to evaluate your request may result in a closure of your request. Therefore, we ask you to please check your inbox so that we can provide the best support possible.

Chargebacks

If at any time, we record a decline, chargeback, reversal, payment dispute, risk of payment fraud or other rejection of a charge of any payable fees on your Trustname account (“Chargeback”), this will be considered as a breach of your payment obligations hereunder, therefore you agree that Trustname may pursue all available lawful remedies in order to obtain payment, including but not limited to, immediate termination, without notice to you, of your Trustname account and any domain names or Trustname services registered or renewed on your behalf (“Services”). In addition, this will also result in disabling the option to checkout with a credit card for your Trustname account to limit the risk of payment fraud.

In the event a Chargeback is performed, your Trustname account may be blocked without the option to re-purchase or re-use it, and any data contained in such a Trustname account, including any certain content, features, or capacity of your Trustname account may be subject to cancellation and loss of data. 

Your use of the Trustname Services and the ability to checkout using credit card will not resume until you:

1. verify the payment method used for the disputed transaction, either by providing: 
2. proof of the payment; or 
3. a simple censored photo of the credit card, with uncovered first 6 (six) and last 4 (four)  digits. 
4. pay any applicable fees in full, including any fees and expenses incurred by Trustname and/or any third party services for each Chargeback received (including fees for Trustname Services provided prior to the Chargeback, handling and processing charges and fees incurred by the payment processor).

Cases related to criminal fraud chargebacks or obvious payment fraud (i.e. cases where compromised credit card details were used to make purchases) will result in permanent service termination without any option to recover.

If you have any questions or concerns regarding a payment made to Trustname, we encourage you to first contact our Customer Support team before filing a Chargeback or reversal of payment, in order to prevent the Trustname Services from being canceled and your Trustname account being blocked, and to avoid the filing of an unwarranted or erroneous Chargeback, which may result in your being liable for its applicable fees, in addition to re-payment of all the fees applicable to the Trustname Services purchased (and charged-back) by you.

We reserve our right to dispute any Chargeback received, including by providing the relevant credit card company or financial institution with any information and documentation proving that the User responsible for such Chargeback did in fact authorize the transaction and make use of the Services rendered thereafter.

Contacts

If you have questions about our Refund Policy, you can contact Trustname at support@trustname.com

You may also contact us at:

Fewmoretaps OÜ doing business as Trustname

Roseni tn 13

Harju maakond

Kesklinna linnaosa

Tallinn, 10111

Estonia