Refund Policy

1. Scope

This Refund Policy applies to products and services purchased directly from Extent Technologies Limited.

Different terms may apply where a quotation, Statement of Work, SLA, order form or other written agreement expressly establishes different refund or cancellation conditions.

HostOrient-branded retail products are governed by the applicable HostOrient Refund Policy.

This Refund Policy should be read together with our Terms & Conditions, Acceptable Use Policy, and applicable Service Level Agreement.

2. General Principle

Extent Technologies provides primarily enterprise infrastructure, engineering and customised technology services. Many services involve:

• reserved infrastructure;
• dedicated hardware;
• allocated IP resources;
• engineering labour;
• licensing;
• facility resources;
• bandwidth commitments; or
• third-party costs.

For this reason, payments are not automatically refundable simply because a customer decides not to continue using a service. Refund eligibility depends on the service and the stage at which work or provisioning has occurred.

3. Cancellation Before Provisioning

A prepaid order may generally be cancelled before provisioning or work begins, subject to approval.

If no resources have been allocated and no non-recoverable cost has been incurred, the applicable amount may be refunded.

Third-party fees already incurred may be deducted where permitted by law.

4. Colocation

The following are generally non-refundable once provided or incurred:

• installation charges;
• rack preparation;
• cross-connect fees;
• cabling;
• remote-hands services;
• power-installation work;
• engineering labour; and
• third-party charges.

Recurring colocation charges are normally non-refundable for a billing period that has already begun unless:

• the service agreement states otherwise;
• there has been a verified billing error; or
• applicable law requires otherwise.

Deposits, where applicable, are handled according to the customer's colocation agreement. Outstanding invoices, damage, missing equipment or other contractual charges may be deducted from a refundable deposit where legally permitted.

5. Bare-Metal Dedicated Servers

Dedicated servers may involve hardware reservation, provisioning and IP/network allocation. Setup fees and completed configuration work are normally non-refundable.

Amounts paid for an active service period are normally non-refundable after provisioning unless the applicable service agreement expressly provides a money-back guarantee.

6. Cloud VPC and Virtual Machines

Cloud resources may be provisioned immediately. Charges relating to consumed resources, activated virtual infrastructure, bandwidth or completed service periods are generally non-refundable.

Verified duplicate charges or billing errors will be corrected upon verification.

7. Dedicated Email Infrastructure

Dedicated email-server services may require server provisioning, IP allocation, software setup, DNS configuration, reputation preparation, and engineering work. Setup fees and work already completed are generally non-refundable.

An inability to achieve a particular inbox-placement result does not automatically create a refund entitlement unless a specific written deliverability guarantee was provided.

8. Corporate Email Services

Mailbox setup, migration, configuration and completed administrative work are generally non-refundable once performed.

Unused future recurring service periods may be handled according to the applicable service agreement.

9. Website Development

Project deposits and milestone payments become non-refundable to the extent they correspond to:

• work already completed;
• time already allocated;
• approved designs;
• development completed;
• purchased assets; or
• third-party costs.

If the customer cancels a project before completion, Extent Technologies will determine the amount attributable to work performed and costs incurred. Any remaining refundable balance may then be returned.

10. Custom Software and ERP Development

Custom software projects involve dedicated engineering resources. Deposits and milestone payments are generally non-refundable after the corresponding project stage has commenced.

If a project is terminated early, the customer remains responsible for:

• work completed;
• approved milestones;
• committed engineering time;
• licensed products;
• infrastructure;
• purchased third-party services; and
• other non-recoverable expenses.

The project agreement may define more specific cancellation terms.

11. IP Phone and IPBX

Fees relating to completed installation, PBX configuration, licensing, hardware, SIP provisioning or engineering work are generally non-refundable.

Recurring-service refunds are determined by the applicable agreement.

12. Hardware and Third-Party Products

Where Extent Technologies supplies physical hardware or third-party products, the applicable warranty and return rights depend on:

• product condition;
• manufacturer policy;
• distributor policy;
• whether the product was specially ordered;
• whether it has been activated;
• applicable law; and
• the applicable sales agreement.

A product that arrives materially defective, damaged or materially different from the order should be reported promptly. We may request photographs, serial numbers, diagnostic information or other reasonable evidence. Available remedies may include repair, replacement, manufacturer warranty assistance, account credit, or refund.

Custom-ordered, licensed, activated or specially imported items may not be eligible for discretionary return.

13. SLA Credits

Where an infrastructure service is covered by a Service Level Agreement, failure to achieve an SLA commitment may result in service credits.

SLA credits are governed exclusively by the applicable SLA. An SLA credit is not automatically equivalent to cancellation, full refund, or cash compensation.

14. Duplicate and Incorrect Payments

Verified duplicate payments or billing errors will be corrected. Customers should provide:

• invoice number;
• transaction reference;
• payment date;
• amount; and
• relevant payment evidence.

15. Third-Party Fees

The following may be non-refundable after being committed:

• software licences;
• certificate fees;
• telecommunications charges;
• hardware orders;
• shipping;
• customs;
• cloud-provider fees;
• carrier charges; and
• other third-party services.

Where a third-party supplier provides a refund to Extent Technologies, we will determine the corresponding customer refund based on the applicable transaction.

16. Renewal Payments

Cancellation of a recurring service stops future renewal according to the applicable cancellation procedure.

Cancellation after a new billing period has begun does not automatically create a prorated refund unless the service agreement provides one.

17. Abuse or Terms Violations

Customers whose services are terminated because of unlawful activity, fraud, network abuse or material violation of our Acceptable Use Policy may not be entitled to a refund for the affected service period, subject to applicable law and the relevant agreement.

18. Refund Method

Approved refunds are normally returned through the original payment method where reasonably possible. Where that is not possible, another lawful method may be used after verification.

Bank, mobile-payment, card or payment-gateway processing times are controlled by the relevant provider.

19. Currency and Fees

The final amount received by a customer may be affected by exchange-rate changes, payment-provider charges, bank fees, or cross-border transaction fees. Extent Technologies is not responsible for independent fees charged by a customer's financial institution or payment provider.

20. Statutory Rights

Nothing in this Refund Policy limits rights that cannot legally be excluded under applicable law. Where applicable law provides greater protection, the mandatory legal requirement will apply.

21. Refund Requests and Contact