Refund policy

Primcast and its staff endeavor to work directly with clients to identify and resolve any service-related issues in a reasonable and timely manner. A refund will be considered only if all reasonable troubleshooting and remediation efforts have been exhausted and a refund is determined by Primcast to be the sole remaining remedy.

Refunds are governed strictly by this refund policy and the Primcast terms of service.

1. Refund eligibility

Refunds are granted only in the following two circumstances:

• Primcast is unable to provision or deliver the hosting or streaming service as specified in the terms of service, due to an issue solely within Primcast's control; or
• The client submits a written refund request within three (3) calendar days of initial service activation, regardless of billing frequency.

No other circumstances qualify for a refund.

2. Billing cycles and refunds

Refund eligibility is not affected by billing frequency. Monthly, quarterly, annual, or other prepaid billing cycles do not create an automatic or implied right to a refund.

All prepaid services are considered earned upon provisioning and availability, subject only to the limited refund conditions stated in this policy.

3. Out-of-stock, build-to-order, and special-order services (important)

Certain dedicated server configurations offered by Primcast require build-to-order provisioning and may be temporarily out of stock due to hardware availability.

Once the client agrees to wait for the stated delivery window:

• The order is deemed a special-order, build-to-order service;
• No refundfull or partialmay be requested or issued;
• The standard three (3) day refund window does not apply;
• Any subsequent cancellation request will be treated as a termination, not a refund.

Once Primcast orders hardware components or allocates inventory specifically for the client's configuration, the service becomes non-refundable and all costs incurred are considered earned.

4. Refund calculation (if eligible)

• Refunds are issued on a pro-rated basis using monthly pricing;
• A minimum of one (1) full month is non-refundable if cancellation occurs after three (3) days;
• A 15% administrative fee is deducted;
• Usage-based charges are deducted prior to refund;
• A standardized 30-day month is used for calculations.

5. Non-refundable circumstances

• Client-side configuration or software issues;
• Third-party network or protocol issues;
• Dissatisfaction after the refund window;
• Special-order or build-to-order services;
• Refusal to cooperate with reasonable troubleshooting efforts;
• Unused service time;
• Downtime credits (no cash value).

6. Cancellation and billing

Failure to cancel before the billing cycle ends results in charges through the end of that cycle.

Overpayments resulting from failure to cancel third-party subscriptions (such as PayPal) will be refunded once verified.

7. Chargebacks and disputes

Initiating a chargeback or payment dispute without following this policy voids eligibility for the refunds this policy gives, not a refund the law requires; it constitutes a material breach of the terms of service and may result in immediate termination.

Primcast reserves the right to contest invalid disputes and to recover the associated costs.

8. Refund request procedure

Clients must contact Primcast support through official channels and retain written records. Approved refunds are processed within 48 hours.

9. Cryptocurrency payments

Exceptions: a consumer's withdrawal, refunds the law requires, and time not delivered on the GPU marketplace

Paying in cryptocurrency does not reduce the refund due when a consumer withdraws from a contract under section 2 of our Romanian refund policy, or any other refund the law requires. We refund the amount due without undue delay and, for a withdrawal, within 14 days of being told of it, paying in USDC the invoice value of the amount due, at the rate of the day of the refund. We do not impose account credit and you bear no fee for the refund; we bear the network fee. We ask you for the wallet address and the network and confirm them with you before payment.

On the GPU marketplace, a rental paid by invoice whose machine was unavailable gets the time not delivered refunded (the GPU marketplace terms, section 8). Where that invoice was paid in cryptocurrency, the refund is made in the same cryptocurrency: the same share of what was paid as the lost time is of the period, to a wallet address and network that we confirm with you before payment. We bear the network fee. It is not issued as account credit.

All other cases

In every other case, due to the irreversible nature of blockchain transactions, payments made via cryptocurrency are final and non-refundable.

With the exceptions above, Primcast does not issue refunds to cryptocurrency wallets for any other reason, including but not limited to:

• Service cancellations;
• Unused service periods;
• Accidental purchases;
• Changes in business requirements;
• Customer dissatisfaction where the service has been provisioned as ordered.

Otherwise, if a refund, credit, or billing adjustment is approved by our billing department, it will be issued exclusively as account credit. Account credit may be applied toward future invoices, upgrades, new services, or renewals but cannot be redeemed for cash or cryptocurrency. This rule does not apply to a consumer's withdrawal, to a refund the law requires or to the time not delivered on a GPU marketplace rental, which are paid under the exceptions at the start of this section.

By submitting a cryptocurrency payment, the customer acknowledges and agrees to these terms.

10. Final authority

All refund determinations are made by Primcast in accordance with this policy and the terms of service. Our decision does not bind a court or a dispute resolution body, and does not take away a right the law gives a consumer.