Refund Policy

Refund Policy

CloudWave Bangladesh & CloudWave Hosting (CLOUDWAVE CORP LTD) · Last updated: October 8, 2026

At CloudWave Bangladesh, we aim to provide high-quality hosting services and to be open about how refunds work. We offer a 7-day money-back guarantee on hosting packages. To qualify, you must follow the terms below.

Please note: domain registration, VPS servers, dedicated servers, licenses and software fees, service-related fees, and CloudWave Console Wallet balance are non-refundable.

1. Hosting Packages: 7-Day Money-Back Guarantee

The guarantee applies to hosting packages (shared, WordPress, corporate, reseller and email hosting). You may request a refund within 7 days of service activation if one of the following applies:

• Server performance issues: the server has significant problems, such as frequent downtime or very slow loading speeds, that we cannot resolve within a reasonable period.
• Support availability: support was unavailable for an extended period and your issue was not handled in a timely manner, causing a disruption in service.
• Service quality: the service does not match the specifications we advertised, or does not deliver the expected functionality, and we cannot resolve the issue promptly.
• Failure to resolve hosting issues: CloudWave cannot resolve a technical issue with the hosting service, including server-side problems that prevent your account from working normally.

Refund requests must be submitted within 7 days of activation, and you must give a valid reason for your dissatisfaction.

2. Non-Refundable Items

The following are not refundable under any circumstances, except where we are required to refund by law:

• CloudWave Console Wallet balance. Funds added to your CloudWave Console Wallet are non-refundable. They cannot be withdrawn, cashed out, transferred to another person, or returned to the original payment method, whether or not they have been used. Wallet funds can only be used to pay for Console services (see Section 3).
• Domain registrations, renewals and transfers.
• VPS servers (including Linux, Windows VPS/RDP, BDiX and residential plans) and dedicated servers.
• Licenses and software fees (for example Windows, cPanel and control panel licenses).
• Service-related fees: account migration, server configuration, IT support, web design, software development, and other work charged for time and effort.
• Bulk SMS credits once purchased.
• Add-ons and extras such as additional IPs, backups and SSL certificates, once they are delivered or activated.

3. CloudWave Console Wallet and Hourly Services

• Wallet balance is non-refundable. Please add only the amount you expect to use. Your balance stays in your Wallet and can be used for Console services. It is not a bank or deposit account and earns no interest.
• Hourly usage is non-refundable. Charges for hours of server use, snapshots, add-ons and other metered services are charged for resources already reserved for you and cannot be refunded, including when you stop, destroy or forget a server.
• Bandwidth overage is non-refundable. If you destroy a server before its billing period ends, the included bandwidth allowance is reduced in proportion to the hours it ran, and usage above that reduced allowance is charged per GB. The estimated charge is shown in the Console before you confirm. Once you confirm, the charge is final.
• Auto-suspend. If your Wallet cannot cover running services, they may be suspended or destroyed. Charges applied before or at that point are final.
• Negative balances must be paid back before new Services are provided.

If you believe a Console charge was calculated wrongly (for example, a billing error on our side), contact support within 7 days of the charge with the server name or IP and the date. If we confirm the mistake, we will correct it by crediting your Wallet or adjusting the charge.

4. When a Refund Will Not Be Processed

We will not process a refund request in the following cases:

• Resolved issues: the issue behind the request, including a domain or service issue, has already been resolved or mitigated.
• Abusive or unprofessional behavior: the request follows aggressive or disrespectful communication, including offensive language or threats.
• Unethical or fraudulent activity: you have engaged in fraud or misuse of services, or violated our Terms & Conditions.
• Suspension due to abuse: the account was suspended for breaking our policies, including spam, illegal content or abusive behavior.
• Spamming or unsolicited advertising: the account is involved in spam, unsolicited email campaigns or the distribution of spam advertisements.
• Chargebacks: a chargeback or payment dispute was opened before you contacted us. We may also suspend your Services while a dispute is open.

5. Exclusions

• Change of mind: we do not give refunds because you changed your mind or no longer need the service after purchase.
• Perception-driven refunds: we do not give refunds based on opinions or dissatisfaction that is not related to how our services work.
• Renewals: renewal payments are not refundable once the renewal has been processed. Please cancel before the renewal date if you do not want to continue.
• Customer-side issues: problems caused by your own website code, plugins, themes, scripts, server configuration or third-party software.
• Promotional and discounted services: offers and discounted plans may follow the specific terms shown with the offer.

No demo periods. We do not offer demo or trial periods as part of our refund policy, because they can attract spam and fraudulent activity. Before buying, we encourage you to read reviews from our existing clients on Facebook, Google and other third-party websites.

6. How to Request a Refund

1. Contact our support team within the first 7 days of service activation, using a support ticket, live chat, WhatsApp or email.
2. Give a detailed explanation of your issue, including your account email, the service name or domain, and any supporting evidence such as screenshots or error messages.
3. Our team reviews your request and may ask you for more information or give us a chance to fix the problem first.

7. Refund Processing

• Approved refunds are returned to the original payment method wherever possible. Where the original method cannot receive a refund (for example, some mobile wallets, cryptocurrency payments or offline payments), we may offer another reasonable method.
• The decision to approve or deny a refund is at the discretion of CloudWave Bangladesh, in line with this policy.
• If a refund is approved, the amount is credited within 7-10 business days. Your bank or payment provider may need additional time to show it.
• Payment gateway and bank charges, and currency conversion differences, may be deducted from the refund where they cannot be recovered from the provider.
• When a refund is approved, the related service will be cancelled, and data on it may be permanently deleted.

8. Duplicate or Erroneous Payments

If a payment gateway charges you twice for the same order or top-up because of a technical error, tell us within 7 days and send the transaction details. After we verify it, the duplicate payment will be reversed to the original payment method. This is a correction of a payment error and not a refund of Wallet balance.

9. Conclusion

CloudWave Bangladesh is committed to excellent service and support. We encourage open communication and will try to address any concern promptly. This policy protects both our customers and our business by setting clear and fair rules for service quality, customer behavior and issue resolution.

By using our services, you confirm that you have read, understood and agreed to this Refund Policy and our Terms & Conditions.

Contact: support@cloudwavebd.com · +88 01531693993 · Support ticket at cloudwavebd.com/billing