Apexhost Refund Eligibility Guidelines
Introduction
This article explains when an Apexhost refund request may be eligible for review. Refund eligibility depends on the timing of the cancellation request, the type of service involved and whether Apexhost has already incurred third-party or cost-of-goods-sold expenses for the service.
These guidelines are intended to help customers understand when a refund may be considered and why some charges cannot be reversed after they have been processed.
Before You Request a Refund
Before submitting a refund request, please review the following points:
* Cancellation requests should be submitted via email or support/billing ticket before the next charge occurs.
* Refunds may be reviewed if a service was billed after it had already been cancelled due to an Apexhost system fault.
* Services that include cost-of-goods-sold expenses may not be refundable once Apexhost has incurred the cost.
* Apexhost cannot cover third-party costs, supplier charges or other expenses caused by late cancellation, missed renewal dates or poor planning by the customer.
Refund Eligibility Criteria
A refund request may be eligible for review where the request meets the applicable criteria below.
Cancellation requested before the charge occurred
Customers should submit cancellation requests before the relevant renewal or billing charge occurs. If a cancellation request was submitted on time but the service was still billed because of an Apexhost system fault, the charge may be reviewed for a refund.
Service does not include cost-of-goods-sold expenses
Some products and services involve direct supplier costs or other non-recoverable expenses. If Apexhost has already incurred those costs, the service may not be refundable, even if the customer no longer requires it.
No costs caused by late cancellation or poor planning
Apexhost will not front bills, third-party charges or supplier costs where the charge resulted from a customer not cancelling in time, missing a renewal notice or otherwise failing to plan ahead.
How to Submit a Refund Request
1. Review the refund eligibility criteria in this article.
2. Confirm whether the cancellation request was submitted before the charge occurred.
3. Gather any relevant details, such as the invoice number, service name and cancellation request date.
4. Contact Apexhost Support and explain why you believe the charge should be reviewed.
5. Wait for Apexhost to assess the request against the relevant service, billing and supplier-cost details.
Additional Information
Refunds are assessed based on the service type, billing timing and whether Apexhost has already incurred non-recoverable costs. Submitting a cancellation request as early as possible is the best way to avoid unwanted renewal charges.
If you are unsure whether a service will renew automatically or whether it includes third-party costs, contact Apexhost Support before the renewal date.
Frequently Asked Questions
Can I receive a refund if I forgot to cancel before renewal?
In most cases, charges caused by late cancellation or missed renewal dates are not refundable, especially where Apexhost has already incurred supplier or cost-of-goods-sold expenses.
What if I was billed after I cancelled?
If you submitted a valid cancellation request before the charge occurred and were billed because of an Apexhost system fault, the charge may be reviewed.
Are third-party costs refundable?
Third-party costs and non-recoverable supplier charges are generally not refundable once they have been incurred by Apexhost.
Related Articles
* Cancelling an Apexhost service
* Understanding invoices and renewals
* Managing services in the Apexhost Client Area
Need More Help?
If you require further assistance, please contact Apexhost Support at support@apexhost.com.au.
