Refund policy

This policy supplements our terms of sale. It explains when you can cancel an order, withdraw from a contract, or obtain a refund.

1. Cancelling an order before set-up

Until the service has been set up, you can cancel your order by writing to us (client portal or support@atlashoster.com). If a payment has been collected, it is refunded using the same payment method as at checkout.

2. Right of withdrawal (consumers)

If you are a consumer (you buy outside any professional activity), you may withdraw without giving a reason within the period set by the law that protects you:

• customers based in Morocco: the period provided by Law No. 31-08 for distance contracts;
• customers based in the European Union: 14 days from the conclusion of the service contract, under Directive 2011/83/EU.

To exercise this right, write to us before the period ends, quoting your order number. The template below is optional.

If you asked for the service to start during the withdrawal period, you owe us the part of the service already provided when you tell us you are withdrawing, calculated pro rata. This request is recorded by an optional checkbox, not pre-ticked, at checkout on the site. If the service is fully performed before the period ends with your express agreement, the right of withdrawal ends.

The right of withdrawal does not apply to business customers ordering for their business.

3. Services concerned and exceptions

• Hosting, servers, managed services, email, backups, storage: pro rata refund in the cases above.
• Domain names: registration is made with a third-party registry; it may no longer be refundable once registered.
• Custom or quoted services: the accepted quote's terms apply in addition to this page.
• A service period already started is not refunded on ordinary termination (see the terms of sale, "Term, renewal and termination"), except in the cases above or as a goodwill gesture.

4. Faulty or unavailable service

For downtime, the remedies are those of our service level commitments (SLA). If a service does not match what was ordered and we cannot fix it, we refund the affected part.

5. How to request a refund

1. Write to us from the client portal (ticket) or at support@atlashoster.com, with your order or invoice number and the reason.
2. We acknowledge receipt and review the request.
3. If approved, the refund is made through the original payment method (bank transfer, card via the payment provider, PayPal).

6. Contact and disputes

Questions: support@atlashoster.com. Failing an amicable solution, the governing law and competent courts are those stated in the terms of sale. EU consumers keep the mandatory rights of their country of residence.

Withdrawal form template (optional)

To Atlas Hoster: I hereby give notice that I withdraw from my contract for the following service: …………………………. Ordered on: …………………………. Name: …………………………. Address: …………………………. Date: ………………………….