Returns policy and right of withdrawal

If you concluded the contract as a private individual, outside your professional activity (consumer), you have the right to withdraw from the contract within 14 days, without giving any reason and without penalties, in accordance with OUG nr. 34/2014 (Romanian Government Emergency Ordinance no. 34/2014 on consumer rights).

The withdrawal period expires 14 days after the day the contract is concluded. The contract is concluded on the day we send you the order confirmation by email. To meet the deadline, it is sufficient to send your withdrawal statement before the 14 days have expired.

The right of withdrawal applies to contracts concluded by consumers. Companies and sole traders (PFA) can cancel their services at any time from the client account (see the section “Business customers”).

You can also exercise your right of withdrawal online at my.hoston.ro/index.php?m=retragere (“Withdraw from contract here”). If you use this online function, we will send you, without undue delay, an acknowledgement of receipt of the withdrawal on a durable medium (for example, by email), including its content and the date and time of its submission.

1. 1Open the withdrawal functionClick “Withdraw from contract here”. The page is public: you do not need to log in. If you are logged in to your client account, your details are filled in automatically.
2. 2Fill in three pieces of informationYour name, the contract you are withdrawing from (the service or the order or invoice number) and the email address at which you will receive the confirmation. The reason is optional.
3. 3Confirm the withdrawalClick “Confirm withdrawal”. We do not ask for any other steps, phone calls or additional confirmations.
4. 4Receive the confirmation by emailWe immediately send you an acknowledgement of receipt, with the full text of your statement and the date and time at which you sent it.

You can also withdraw by any other unequivocal statement: an email to info@hoston.ro (subject “Withdrawal from contract”), a letter to HOSTON SRL, Str. I.L. Caragiale nr. 47, Mărășești, jud. Vrancea, 625200, România, or the model form below. Using the form is not mandatory.

We refund all amounts received for the contract you withdrew from without undue delay and no later than 14 days from the day we received your withdrawal statement.

The refund is made using the same payment method you used for the order, unless you have expressly agreed otherwise. You do not pay any fees for the refund.

We do not withhold fixed activation, installation or setup fees. The only amount we may withhold is the proportionate amount described in the next section, and only if the conditions set out there are met.

Web hosting, reseller hosting, VPS servers and email are continuous services. Even if they have been activated, you can withdraw within the 14 days.

• If, when ordering, you expressly requested, using the separate checkbox in the cart, that the service start before the withdrawal period expires, you owe an amount proportionate to the service provided up to the date you informed us of your withdrawal. The amount is calculated from the total order price: the number of days used divided by the number of days in the billed period, multiplied by the total price.
• If you did not make this express request, you owe nothing for the period in which you used the service and you receive the full amount paid back.

Example: for a plan paid annually at 365 lei (RON), withdrawn on the 5th day, the proportionate amount is 5/365 × 365 = 5 lei; you are refunded 360 lei.

Registering a domain is carried out immediately with the registry of the extension (for example RoTLD for .ro). That is why, if you have a domain in your cart, we ask you, using a separate checkbox, to expressly confirm that you request immediate registration and that you acknowledge you lose the right of withdrawal for the domain once it has been registered.

• If you gave this express consent, once the domain has been registered you can no longer withdraw for that domain (OUG 34/2014, art. 16).
• If the domain has not been registered yet, you can withdraw and receive the full amount paid for it.
• Withdrawing from a web hosting contract does not affect the domain registered in the same order, which remains yours.
• For SSL certificates you can withdraw within 14 days as for the other services: if the certificate has already been issued at your express request to start the service, only the proportionate amount, calculated as above, is withheld; if it has not been issued, you receive the full amount paid.

Paying the renewal invoice extends the existing contract for the same service. A new order, including switching to a different product, concludes a new contract, with its own 14-day withdrawal period.

The form below corresponds to the model in the annex to OUG nr. 34/2014. You can print it, fill it in and send it by post, or scanned by email; you will also find it in the order confirmation email and on the printable page in my.hoston.ro. It is not mandatory: the online function is faster.

In addition to the statutory right of withdrawal, HostON offers a 30-day commercial guarantee for web hosting, WordPress, eCommerce, Web Performance and reseller plans. The guarantee is in addition to your statutory rights and does not limit them.

• it applies to the first invoice of a new customer, within the first 30 calendar days from activation;
• it can be used only once per customer;
• it does not apply to renewals, upgrades and add-on services;
• it does not cover domains, SSL certificates and VPS servers;
• it does not apply if the service was suspended for breaching the Resource Usage Policy.

Requests are sent to info@hoston.ro or from the client account, and the amount is refunded within 14 days at most. Details on the Money-back guarantee page.

Companies, sole traders (PFA) and other professionals do not benefit from the statutory right of withdrawal. They can cancel their services at any time from the client account, without penalties, and the money-back guarantee applies to them under the same conditions as to private individuals. The online withdrawal function is intended for consumers; for contracts concluded as a company, the function shows you how to cancel the service.