This Refund Policy explains when we do — and do not — issue refunds for the Melonslab Services. It forms part of, and should be read together with, our Terms of Service.
1. Our general position
Our services are sold on a non-refundable basis. As a rule we do not issue refunds. Where we choose to, it is a discretionary gesture of goodwill — it is not an admission of fault and does not waive this policy or create any entitlement to a refund on another occasion.
2. New deployments — 7-day window
As an exception, you may request a refund for a newly deployed service within 7 days of its initial deployment. Any refund we approve is granted at our discretion and is always pro-rated to reflect the time the service was available to you.
After the 7-day window the service is non-refundable. The window applies to the first deployment of a service only — it does not apply to renewals of an existing service.
3. What is never refundable
Regardless of the window above, the following are non-refundable once incurred: domain registrations, renewals and transfers; setup or one-off fees; third-party costs passed through to you; renewals of existing services; and any service suspended or terminated for breach of our terms or non-payment.
4. Service issues and downtime
If your concern is about availability or a service fault rather than a change of mind, any compensation is governed exclusively by our Service Level Agreement, which provides service credits as the remedy for missed uptime. This Refund Policy does not add to, or replace, those remedies.
5. How to request a refund
To request a refund, contact our billing team at billing@melonslab.com with your account details, the service concerned and the reason for your request. We review each request individually and aim to respond promptly. Approved refunds are returned to the original payment method wherever possible.
6. Chargebacks are prohibited
If you are dissatisfied, the proper channel is to raise it with us first — by contacting billing@melonslab.com or following our complaints procedure. We will always work with you to resolve a genuine billing problem.
Initiating a chargeback or payment dispute instead of contacting us is a breach of these terms. Because a fair and accessible channel is available to you, we treat unjustified chargebacks as fraudulent. We will contest every such chargeback with our payment providers using account, usage and communication records, and we may suspend or terminate the account while a dispute is open.
In serious cases we reserve the right to recover the disputed amounts, any associated fees and any resulting damage — including through legal action.
7. Changes to this policy
We may update this Refund Policy from time to time. Where a change materially affects your rights, we will give reasonable notice — for example by email or a notice on our website — before it takes effect.
8. Contact
Billing and refund questions can be sent to billing@melonslab.com.