Effective date: March 2026 · Last updated: March 2026 · This policy does not affect your statutory rights under the EU Consumer Rights Directive (2011/83/EU), the EU Digital Content and Digital Services Directive (2019/770/EU), and their implementing legislation in Member States.
1. Scope: Consumer or Business?
This policy contains different provisions depending on whether the customer is a consumer (B2C) or a business (B2B). Please read the relevant sections according to your status.
| Customer type | Definition | Applicable framework |
|---|---|---|
| Consumer (B2C) | A natural person acting for purposes outside their trade, business, craft, or profession | Section 2 applies + EU mandatory consumer rights apply in full |
| Business (B2B) | A natural or legal person acting for purposes relating to their trade, business, craft, or profession | Section 3 applies; mandatory consumer rights do not apply |
2. Consumers — EU Statutory Right of Withdrawal (Directive 2011/83/EU Article 9)
Your statutory right: As a consumer residing in the EU/EEA, you have the right to withdraw from the contract within 14 calendar days from the date the contract was concluded, without giving any reason. This right is a mandatory consumer right under European Union law and cannot be waived or restricted by contractual provisions.
2.1 Commencement of the withdrawal period
The 14-day withdrawal period begins from the moment the order is confirmed and the contract is concluded.
2.2 Exercising the right of withdrawal
To exercise your right of withdrawal, you may choose one of the following methods:
- By email: Send a clear written notice to billing@rystat.com with the subject line "Notice of Withdrawal". Please include your order number and state your intention to withdraw.
- Written notice: You may use the model withdrawal form below (not mandatory):
— MODEL WITHDRAWAL FORM (optional) —
To: RYSTAT / Unifics Limited <billing@rystat.com>
I/We [name] hereby give notice that I/we withdraw from my/our contract for the purchase of the following service [service name], ordered on [order date / order number].
Name:
Address:
Date:
It is sufficient to dispatch your withdrawal notice before the expiry of the 14-day period; the notice does not need to be received by RYSTAT within that period.
2.3 Refund following withdrawal
Upon receipt of a valid notice of withdrawal, RYSTAT shall refund all payments within 14 calendar days of the date of receipt of the notice. The refund shall be made using the same means of payment as used for the original transaction, unless the parties have expressly agreed otherwise.
2.4 Exception to the right of withdrawal — Digital services already delivered (Directive 2011/83/EU Article 16(m))
An exception to the right of withdrawal may apply in respect of digital content and digital services. However, for this exception to be valid, both of the following conditions must be satisfied at the time of ordering:
- The customer (consumer) must have given express consent to the commencement of performance of the service before the expiry of the 14-day withdrawal period; AND
- The customer (consumer) must have acknowledged that they will lose their right of withdrawal once the service has been fully performed.
RYSTAT cannot exclude the right of withdrawal unless both conditions are expressly satisfied during the order process. If this consent mechanism was not clearly presented during checkout, the consumer retains their right of withdrawal. RYSTAT records these consents electronically during the ordering process and retains such records for the applicable retention period.
2.5 Summary of withdrawal status by service type (consumers)
| Service type | Right of withdrawal | Condition |
|---|---|---|
| Web hosting, VDS/VPS, email (not yet activated) | Yes — 14 days | Unconditional withdrawal if service has not been activated |
| Web hosting, VDS/VPS, email (activated and performance commenced) | No — exception applies | Article 16(m) consent must have been obtained at the time of ordering |
| AI services (first API call made) | No — exception applies | Article 16(m) consent required at the time of ordering |
| Domain name registration | No — exception applies | ICANN rules and third-party activation required; order confirmation required |
| SSL certificate (activated) | No — exception applies | Third-party activation costs have been incurred |
| Website Builder (not yet used) | Yes — 14 days | Provided no content has been published |
2.6 Pre-contractual information regarding the right of withdrawal
Pursuant to Article 6(1)(h) of the EU Consumer Rights Directive, clear and comprehensible information regarding your right of withdrawal is provided before the order is completed. This information is presented during the checkout process. If a consumer concludes the contract without having received this information, the withdrawal period may be extended by 12 months (Directive Article 10).
3. All Customers — General Refund Framework
Beyond the statutory right of withdrawal, refunds or service credits may be considered in the following circumstances. This section governs enterprise (B2B) customers and voluntary policy extending beyond mandatory consumer rights.
3.1 Circumstances where a refund may be considered
- Standard services not yet activated or delivered
- Technical non-delivery attributable solely to RYSTAT
- Clearly erroneous or duplicate charges
- Outages qualifying for SLA service credits (see SLA document)
3.2 Circumstances not covered by refund (without prejudice to mandatory consumer rights)
- Domain name registration, transfer, and renewal (due to third-party costs incurred)
- SSL certificates and products where third-party activation costs have been incurred
- Installation, migration, consultancy, and bespoke labour services (once completed)
- The consumed portion of periodic services that have been delivered and actively used
- Services pertaining to accounts suspended or terminated for AUP violations
This section does not limit the mandatory statutory right of withdrawal available to B2C consumers (Section 2). Consumers in the EU/EEA may exercise their rights under Section 2 independently of the provisions set out in this section.
4. Cancellation and Auto-Renewal
For services with auto-renewal, a cancellation request must be submitted before the renewal date to prevent charges for the next billing period. In the event of mid-period cancellation, no partial refund for the unused portion of the period shall be made unless otherwise agreed in writing, and except where the statutory right of withdrawal applies.
Consumer notice (Directive 2011/83/EU Article 10): Auto-renewal terms are disclosed clearly prior to ordering. For consumers in the EU/EEA, this disclosure is mandatory; failure to provide it may extend the withdrawal period.
5. Request Process
To submit a refund or withdrawal request, please send an email containing the following information:
- Order number or account email address
- Reason for the request (consumers exercising the right of withdrawal are not required to provide a reason; a clear statement of withdrawal is sufficient)
- For consumers: confirmation that the request is made within the 14-day withdrawal period
Email: billing@rystat.com | Response time: within 3 business days
Consumer withdrawal requests received within the statutory period are processed as a mandatory obligation; refunds are completed within 14 calendar days. All other refund requests are assessed on a case-by-case basis.
6. Disputes and Consumer Redress
Consumers in the EU/EEA whose refund requests are denied or not resolved to their satisfaction may:
- Lodge a complaint with the consumer protection authority of their Member State.
- Submit a complaint to the EU Online Dispute Resolution (ODR) platform: ec.europa.eu/odr
- Refer the matter to an alternative dispute resolution (ADR) body.
- Bring proceedings before the courts of their Member State pursuant to Article 18 of the Brussels I Regulation (EU 1215/2012).
RYSTAT's contact address for the EU ODR platform: billing@rystat.com
7. Hosting — 30-Day Satisfaction Guarantee
New customers purchasing a standard Shared Hosting, Cloud Hosting, or Reseller Hosting plan for the first time are entitled to a 30-calendar-day satisfaction guarantee. A full refund will be issued provided all of the following conditions are met:
- The refund request is submitted within 30 calendar days of the purchase date.
- The package has not been previously purchased on the same account (new customer acquisition offer).
- No Acceptable Use Policy (AUP) violation has been recorded on the account.
- Bundled domain names, SSL certificates, and third-party add-on licences are excluded from the refund.
- Where active usage has caused RYSTAT to incur resource costs with its upstream providers, RYSTAT reserves the right to issue a partial refund.
This guarantee applies exclusively to the Shared/Cloud/Reseller Hosting product categories listed above. It does not apply to Managed VDS/VPS, Dedicated Servers, domain names, or SSL products.
Submit your refund request with the order number and reason to billing@rystat.com.
8. Order of Precedence and Conflicts
In the event of any conflict between this Refund Policy and any other contractual document, the following order of precedence shall apply:
- Signed enterprise agreement, order form, or proposal addendum
- Product-specific service terms
- Acceptable Use Policy (AUP)
- Service Level Agreement (SLA)
- Data Processing Agreement / DPA (with respect to data processing matters only)
- Terms of Service
- Privacy Policy
- This Refund Policy
- Sub-processor Framework and other public disclosure documents
The mandatory rights of EU/EEA consumers arising under Directive 2011/83/EU, Directive 2019/770/EU, and their implementing legislation in Member States are preserved notwithstanding any provision of this policy and cannot be restricted by this policy.