At MonneoLTD, we provide digital infrastructure solutions designed to meet the varied needs of users across the United Kingdom and beyond. While we aim to ensure every server configuration meets technical expectations, we understand that questions may arise regarding eligibility for cancellations or refunds. This document outlines our approach in a transparent, fair, and structured manner.
📘 1. About Our Services
MonneoLTD provides non-physical, customizable digital hosting environments, including:
Virtual Private Servers (VPS)
Virtual Dedicated Servers (VDS)
Custom resource configurations based on user requests
These services are provisioned based on real-time allocation of server capacity and may involve system-level customization depending on the user's technical needs. As such, they are not returnable in the traditional sense like physical goods.
🧾 2. Refund Eligibility Conditions
While we do not offer blanket refunds, we do consider refund requests under clearly defined conditions. You may be eligible for a refund if:
You submit a written request within 7 calendar days of your hosting environment being activated.
You experienced a technical issue with server availability or performance that MonneoLTD was unable to resolve within a reasonable timeframe.
The reported issue was caused directly by the hosting environment, and not by any third-party software or improper user configuration.
Your server was not actively used for production workloads, high-traffic deployments, or continuous automated processes.
The server was not modified significantly after initial provisioning in a way that complicates rollback or verification.
Your account is in good standing and not in violation of our Terms & Conditions.
Each case is individually reviewed by our technical and support teams to determine refund validity.
🚫 3. Non-Refundable Situations
The following scenarios are not eligible for refunds under this policy:
Refund requests made after 7 days from server activation
Changes of preference, project delays, or lack of planning on the customer’s side
Issues resulting from third-party integrations, scripts, or software not supported by MonneoLTD
High-volume data transfers, intensive CPU workloads, or any indication of substantial server activity during the active period
Accounts flagged for violation of usage guidelines or abuse reports
Situations where users attempted to circumvent refund timelines by reinstalling or resetting services repeatedly
Services purchased under promotional agreements or discount-based offerings that specify non-refundable terms
We retain the right to make final decisions based on server logs and platform activity analysis.
📅 4. Cancellation Policy
You may request cancellation of your server environment at any time. Cancellation:
Does not entitle you to a refund, unless covered under Section 2
Stops further renewal of hosting plans upon the end of the current cycle
Requires confirmation via email or written request from the registered contact
Upon cancellation, we will:
Securely remove any hosted data and terminate server access
Provide confirmation of service deactivation
Offer technical closure guidance, if requested
Please back up all data prior to cancellation, as terminated environments are not recoverable.
🔄 5. Refund Processing Timeline
If a refund request is approved, MonneoLTD will begin processing within 5 business days. Please note:
Refunds are returned to the original method of contact or transfer, if applicable
Additional processing time may be required depending on external systems (e.g. financial platforms, providers)
We will notify you by email once the request has been resolved, whether approved or denied
We do not offer partial or prorated refunds for time already consumed unless explicitly stated in writing.
📈 6. Evaluation of Technical Claims
When technical faults are claimed, we perform the following steps before evaluating eligibility for refund:
Review of usage logs (CPU, bandwidth, uptime history)
Check for user-side errors or improper configurations
System-level analysis of server behavior within our environment
Confirmation of steps taken by our team to resolve the issue
If the server operated normally and within acceptable parameters, a refund will not be granted.
⚠️ 7. Fair Use and Abuse Protection
To maintain fairness and platform integrity, we reserve the right to refuse refunds if:
Refund claims are frequent, repetitive, or show intent to misuse
The hosting plan was used for unusual activities, such as automated mining, proxy abuse, or unauthorized access attempts
There is evidence of multiple account creation to benefit from refund or trial loopholes
Protecting the platform experience for all users is a core priority.
🔒 8. Data Handling on Cancellation
Once a hosting environment is cancelled:
All stored content is securely removed from our servers
Configuration files, backups, and system data are purged permanently
Access credentials are disabled, and hosting activity is locked
We do not retain backup copies unless explicitly requested prior to cancellation and confirmed in writing.
📋 9. Making a Refund Request
To submit a refund request, please email us at [email protected] with the following:
Subject line: Refund Request – [Your Name]
Full name and registered contact email
Date of service activation
A clear and concise description of the technical issue or reason for cancellation
Optional: Screenshots, logs, or error messages for review
Incomplete or unclear requests may be delayed or rejected.
📬 10. Contact Information
For all refund and cancellation matters, please contact us at:
📍 MonneoLTD – MONNEO LTD.
Deansgate, Manchester M3 3AE
United Kingdom
📧 Email: [email protected]
📞 Phone: +44 161 834 2700
🔖 Company Reference Number: 802210
We aim to create a clear and supportive environment. If something doesn't go as expected, we encourage you to get in touch — we’ll do our best to assess the situation fairly and help you find a reasonable path forward.