Revision of April 22, 2026.
This Policy is an integral part of the Public Offer (Service Agreement) of the GMhost trademark and defines the terms of refunds for services provided by the Provider — the legal entity whose details are listed on the website in the «Documents» section.
1. GENERAL PROVISIONS
1.1. All services provided by the Provider (hosting, rental of virtual and physical servers, access to software, licenses, domain names, SSL certificates, VPN services, and other digital services) are classified as digital services and digital content not supplied on a tangible medium, within the meaning of:
- Art. 9 of the Law of Ukraine «On Consumer Rights Protection»;
- Art. 16 of Directive (EU) 2011/83/EU on consumer rights;
- Art. 12 of Directive (EU) 2019/770 on digital content.
1.2. By ordering and paying for a service, the Customer gives explicit prior consent to immediate performance of the contract by the Provider and acknowledges losing the right of withdrawal once the service has been provided.
2. MOMENT OF SERVICE PROVISION
2.1. A digital service is considered provided in full from the moment access data is sent to the Customer (login/password, activation data, license key, connection instructions, settings, server parameters, etc.) to the Customer's email and/or the placement of such data in the Customer's personal dashboard on the website.
2.2. The fact that access data was sent is recorded in the Provider's system logs and is sufficient proof of service provision.
2.3. The Customer's subsequent non-use of the service, partial use, lack of need for the service, or change of circumstances or intent does not affect the fact of service provision and is not grounds for a refund.
3. REFUNDS ARE NOT POSSIBLE
3.1. For digital services provided by the Provider in accordance with section 2.1 of this Policy, refunds are not issued.
3.2. This condition applies, in particular, to:
- shared hosting services;
- virtual dedicated server (VPS) rental services;
- dedicated physical server rental services;
- GPU server and Mac mini rental services;
- VPN access services;
- domain name registration and renewal services;
- SSL certificate issuance services;
- software licenses;
- any other digital services to which access has been provided under section 2.1.
3.3. By checking the acknowledgement and agreement box when placing an order, the Customer provides written explicit consent to immediate contract performance and waives the right to a refund within the meaning of Art. 16(m) of Directive 2011/83/EU and Art. 9 of the Law of Ukraine «On Consumer Rights Protection».
4. EXCEPTIONS
Despite section 3, refunds are possible in the following cases:
4.1. Technical inability to provide the service through the Provider's fault — if the Provider could not provide access to the service for reasons that arose solely on its side (for example, lack of equipment for activation) and cannot resolve the obstacle within 5 business days.
4.2. Payment error — if the Customer paid more than the service's cost (overpayment), the excess is refunded or credited to the account balance at the Customer's choice.
4.3. Duplicate payment — if the same invoice was paid twice for technical reasons.
4.4. Cases provided by mandatory consumer protection legislation that cannot be excluded by contract.
In cases 4.1–4.3, the refund is issued within 14 calendar days from when the Provider receives a properly filed written request, using the same method as the original payment.
5. HOW TO FILE A REFUND REQUEST
5.1. The Customer files a refund request in electronic form:
- to the address listed in contacts; or
- through the personal dashboard by opening a ticket with the «Refund» type.
5.2. The request must contain:
- account identifier;
- invoice number and payment date;
- grounds for the refund (with reference to section 4 of this Policy);
- refund details.
5.3. The Provider reviews the request within 10 business days and provides a reasoned response.
5.4. In case of refusal, the Customer has the right to appeal the decision as set out in section 7 of this Policy.
6. BALANCE CREDIT
6.1. By separate agreement between the parties, instead of a refund the Provider may credit the relevant amount to the Customer's account balance for use towards other GMhost services.
6.2. The balance credit is not payable in cash or refundable to a card and must be used within 24 months of being credited.
7. DISPUTE RESOLUTION
7.1. All disputes arising in connection with refunds are first resolved through negotiations.
7.2. If no agreement is reached, the dispute is subject to review by Ukrainian courts at the Provider's location.
7.3. For disputes with consumer natural persons, the right to file with a court at the place of residence or with consumer protection authorities under current Ukrainian law is preserved.
8. CHANGES TO THE POLICY
8.1. The Provider has the right to update this Policy. Changes take effect upon publication of the new revision on gmhost.ua.
8.2. For services ordered and paid before a new revision takes effect, the revision in force at the time of payment applies.
13. CONTACTS
- Provider: legal entity details — in the «Documents» section on the company website.
- Phone: +380 44 221 33 43