Return Policy

In accordance with Government Emergency Ordinance no. 34/2014 on consumer rights in contracts concluded with professionals (transposing EU Directive 2011/83/EU), any individual (consumer) has the right to withdraw from the contract with HOSTON SRL within 14 calendar days from the date of order acceptance, without giving any reason and without any penalty.

The right of withdrawal is exercised by sending a written notification to info@hoston.ro or via the contact form, before the expiry of the 14-day period.

Important: The right of withdrawal applies exclusively to individuals acting as consumers (not for professional or commercial purposes). Legal entities and sole traders do not benefit from this right.

For web hosting services, the consumer may request withdrawal within 14 calendar days from the service activation date.

Refund conditions:

• If the service has not been activated: full refund of the amount paid
• If the service has been activated and the consumer explicitly requested immediate performance: HostON has the right to retain an amount proportional to the services already rendered up to the date of withdrawal
• The installation/activation fee of 10 EUR + VAT becomes due if the service was activated and the consumer withdraws

In addition to the legal right, HostON offers a 30-day money-back guarantee for new customers — details in the "30-Day Money-Back Guarantee" section below.

For VPS and Dedicated services, the consumer may request withdrawal within 14 calendar days from the date of order acceptance.

• If the server has not been configured/activated: full refund
• If the server has been configured: the installation and configuration fee of 50 EUR + VAT becomes due and is deducted from the refunded amount
• Consumed technical support hours are non-refundable

Registered domains are not eligible for refund, regardless of TLD (.ro, .eu, .com, .net, etc.), as registration involves immediate performance of the contract with the top-level domain registry (ROTLD, EURID, Verisign, etc.), and the amount paid by HostON to the registry is non-recoverable.

This exception is in accordance with Art. 16 lit. (m) of OUG 34/2014, which excludes from the right of withdrawal "the supply of digital content not supplied on a tangible medium if the performance has begun with the consumer's prior express consent".

By placing a domain registration order, the consumer expressly consents to immediate performance and acknowledges that the right of withdrawal is lost at the time of actual registration with the registry.

Issued SSL certificates are not eligible for refund after issuance, as the issuance process involves immediate activation of the certificate at the Certificate Authority (CA). If the certificate has not yet been issued (e.g. incomplete documentation), a full refund is possible.

In addition to the legal right of withdrawal, HostON offers a 30-day money-back guarantee for hosting plans (Shared, WordPress, eCommerce, Performance), applicable exclusively to the first invoice for new customers.

Conditions:

• Applicable within the first 30 calendar days from activation
• Valid once per customer
• Does not apply to renewals, upgrades or additional services
• Does not cover registered domains, SSL, VPS/Dedicated, Reseller services
• Does not apply if the account was suspended for abusive activity

To request withdrawal or a refund:

1. Send a written request to info@hoston.ro with the subject "Return Request" or "Contract Withdrawal"
2. Include in the request: full name, email address associated with the account, order/invoice number, and reason for request (optional)
3. You will receive a receipt confirmation within 24 hours
4. The eligible amount will be refunded within a maximum of 14 calendar days from confirmation of the request, via the same payment method used

Bank or payment processing fees borne by HostON for the return of the amount are charged to the consumer only if they explicitly chose a different refund method from the original.

Pursuant to Art. 16 of OUG 34/2014, the right of withdrawal does not apply to:

• Services fully performed with the consumer's express consent before the expiry of the 14-day period
• Registered domains (contract performed with the registry)
• Issued SSL certificates
• Services customised to the consumer's specifications (e.g. dedicated servers with custom configuration)
• Renewed services — the right of withdrawal applies only to the first purchase of a new service

For any questions about the return policy or to exercise the right of withdrawal, contact us at info@hoston.ro or at +40 733 371 801 (Mon–Fri, 09:00–18:00).