Cancellation, Refund & Returns Policy

1. Service Cancellation Procedure

This Refund and Returns Policy forms part of our Terms of Service (Section 10) and governs all cancellation and refund requests for Services purchased from APT COM (operated by MTI Trading).

To cancel a Service, you must submit a formal cancellation request via a support ticket to our Billing Department through the APT COM HelpDesk at least 3 business days before your next renewal date.

Once a cancellation is processed, all files, databases, emails, and backups associated with the account will be permanently deleted in accordance with our Backup Policy. Please download a full backup of your data before submitting a cancellation request.

2. Money-Back Guarantee Eligibility

• Shared Hosting Plans: Eligible for up to a 3-day money-back guarantee on first-time accounts.
• VPS Hosting & Dedicated Servers: Strictly non-refundable once provisioned, due to immediate hardware and license allocation costs.
• First-Time Orders Only: The money-back guarantee applies only to a Customer’s first order with APT COM. It does not apply to account renewals, plan upgrades, additional hosting accounts, or second/subsequent orders.

3. Non-Refundable Items (10 Categories)

The following items and services are strictly non-refundable under any circumstances:

1. Domain Name Services: Registration, transfer, renewal, redemption, or privacy protection fees. Once a domain is registered or renewed with the registry, it cannot be cancelled or refunded.
2. SSL Certificates & Setup Fees: Any commercial SSL certificate, installation fee, or one-time setup charge.
3. Dedicated IP Addresses: Monthly or annual Dedicated IP allocations.
4. Third-Party Software Licenses: Including cPanel/WHM, LiteSpeed, CloudLinux, Imunify360, Softaculous, WHMCS, JetBackup, or any other paid license.
5. Add-On Allocations: Additional backup services, extra NVMe storage, or bandwidth add-ons.
6. Administrative & Security Services: Migration fees, custom configuration fees, malware cleanup, or administrative intervention charges.
7. Custom Software & Web Development: Website design, custom development, or consultation services once work has commenced.
8. Reseller Hosting Plans: After the initial eligibility window, if any, specified on the plan order page.
9. Promotional or Discounted Offers: Services purchased under special promo codes, flash sales, or bundled free-domain packages (if a free domain was included with an eligible hosting plan, the regular retail price of the domain will be deducted from any approved refund).
10. Service Renewals: Any automated or manual renewal payment after the initial billing period.

4. Refund Processing & Gateway Deductions

• Processing Time: Approved refunds are processed within 3 to 7 working days after confirmation by our Billing Department.
• Payment Method: Refunds are issued only to the original payment method used for the purchase (e.g., SSLCommerz, bKash, Nagad, Rocket, bank transfer, or card), or as APT COM Client Area credit if the original payment gateway does not support direct reversal.
• Transaction Fees & Exchange Rates: Payment gateway processing charges, mobile banking cash-out/transfer fees, bank wire charges, and currency conversion differences are non-refundable and will be deducted from the refunded amount.
• Duplicate or Overpayments: Accidental duplicate payments made for the same invoice will be credited to your APT COM account balance or refunded upon verification, minus any gateway transaction fees.

5. Chargebacks & Payment Disputes

Filing an unauthorized dispute or chargeback will result in immediate suspension or termination of all Services under your account, forfeiture of any refund eligibility, and application of an administrative dispute-handling fee where applicable.

6. Forfeiture of Refund for TOS / AUP Violations

No refund of any kind will be issued if your account or Service is suspended or terminated due to a violation of our Terms of Service, Acceptable Use Policy (Section 4 of the TOS — including phishing, malware, spam, DMCA abuse, or resource abuse), or any applicable law.

7. How to Submit a Refund Request (Step-by-Step)

1. Log in to the APT COM Client Portal using your registered email address.
2. Open a new support ticket in the Billing Department within the 3-day guarantee window.
3. Include your Invoice Number, the Domain/Service Name, and the reason for your cancellation and refund request.
4. Our Billing Specialists will verify eligibility within 24–48 hours and process approved refunds within 3–7 business days.