General policy
MooseHost services are billed in advance for each billing period (typically monthly). Because server resources are reserved for you the moment your payment is processed, we don't offer refunds or credits for partial or unused time once a billing period has started. You can cancel at any time to stop future charges — your service simply won't renew for the next period.
When we will issue a refund
- We failed to deliver the service. If your server never provisions or is unusable due to a fault on our end that we can't resolve promptly, we'll refund that billing period in full.
- Billing errors. Duplicate charges, incorrect amounts, or other billing mistakes on our end are refunded as soon as we catch or you report them.
How to request a refund
Open a ticket at moosehost.net/tickets/create with your order/invoice details and a description of the issue. We review refund requests individually and aim to respond within a few business days.
Chargebacks
If you have a billing issue, please contact us first — we'd rather resolve it directly. Filing a chargeback with your bank without first reaching out may result in suspension of your service while the dispute is investigated.