Refund Policy
Please review our refund eligibility guidelines, free domain terms, and payment processing timelines.
1. Overview
At HostUp, we are committed to providing premium hosting solutions backed by state-of-the-art server infrastructure. We want you to be completely satisfied with our services. This Refund Policy describes the conditions under which refunds are issued for hosting packages purchased on our main website (hostup.online) or via our secure client portal (my.setupage.com).
2. Hosting Packages & Eligibility
Our refund rules vary depending on the billing cycle chosen at the time of purchase:
- Monthly Hosting Packages: All monthly hosting subscriptions are non-refundable. Once a monthly term has commenced, no partial or full refunds will be issued for that period.
- Yearly Hosting Packages: Yearly hosting packages include a 30-day money-back guarantee. If you are not fully satisfied with your yearly hosting subscription, you can submit a refund request within 30 days of the initial purchase date.
Free Domain Terms & Deductions
If a customer purchases hosting for the first time and receives a **free domain** as part of a promotional package, and subsequently requests a refund within the eligible 30-day money-back period, the cost of the domain ($15.00 USD) will be deducted from the total refund amount. The customer will retain full ownership of the domain name, which can be managed via the HostUp client portal. The remaining balance of the hosting package will be refunded to the original payment method.
3. Billing and Client Portal Security
To ensure maximum security and database isolation, HostUp hosts its billing system, client account profiles, and ordering pipeline (WHMCS) on a separate server hosted at my.setupage.com.
When logging in via hostup.online/login, you will be securely redirected to my.setupage.com. Although the domain name differs for technical and security reasons, the portal is fully owned, operated, and branded as HostUp. All payment transactions, invoices, and refund requests are securely logged and processed under this setup.
4. Refund Processing Timeline
Once a cancellation request and refund request are submitted via the client area and approved by our billing department:
- Refunds will be processed back to the original payment method (e.g., Credit Card, Visa, Mastercard, Stripe, or other gateways used during signup).
- Please allow 7 to 10 business days for the funds to appear in your account, depending on your financial institution's processing times.
5. How to Request a Refund
To initiate a refund, please follow these steps:
- Log in to your client account at my.setupage.com/index.php?rp=/login.
- Navigate to the "Services" tab and select the hosting plan you wish to cancel.
- Click "Request Cancellation" and fill out the cancellation request form, indicating that you are requesting a refund under the 30-day money-back guarantee.
- Alternatively, you can open a billing support ticket directly through the portal, or email us at info@hostup.online.