Appendix No. 5
To the public offer agreement.
Refund Policy
Last updated on 20.07.2020.
1. Terms and definitions
1.1. Personal account balance – the amount of funds available for use on the Subscriber’s personal account in the Provider’s Automated Settlement System (ASS).
1.2. Trial period – a period during which the Subscriber can test the purchased service and, in the event of a negative decision on cooperation with the Provider, request an unconditional refusal of the ordered service and a refund. A trial period is possible only for the VPS/Cloud Servers service and hosting for 1C Bitrix. The trial period is 7 (seven) calendar days. The trial period does not apply to tariff plans, in the description of which the absence of a trial period is clearly indicated on the company's website. When ordering a tariff plan from ASR, the description of the tariff plan is not taken into account, the restrictions of the tariff plan are indicated only and strictly on the company's website.
2. General Provisions
2.1. The Provider, working in accordance with the current legislation of the Russian Federation and the European Union, undertakes to return funds to the Subscriber in the cases listed in these rules.
2.2. Refunds are possible only and strictly upon the Subscriber’s request.
2.3. The entire amount of unused funds on the balance of the personal account in the Provider's Automated Settlement System (ASS) is subject to return.
2.4. In case of early termination of the ordered service at the initiative of the Subscriber, taking into account the absence of a violation of the Service Level Agreement (SLA) on the part of the Provider, recalculation for the service is not made and funds are not returned to the balance.
2.5. In case of early termination of the ordered service at the initiative of the Subscriber within the trial period (if the tariff plan allows for a trial period), the entire amount of money deposited by the subscriber to the balance of the personal account in the Automated Settlement System (ASS) of the Provider is subject to return. In this case, access to the service is suspended and the service is deleted.
3. Subscriber Identification
3.1. When refunding funds, identification of the Subscriber is mandatory. Refunds to anonymous Subscribers (who have not identified themselves) are not made.
3.2. Subscriber identification means:
3.2.1. For individuals – a copy of the passport or other identity document of the Applicant.
3.2.2. For legal entities – a copy of the power of attorney on behalf of the organization represented by the Applicant, a passport or other document certifying the identity of the Applicant.
3.3. Identification documents must be in color, clear, with easy-to-read inscriptions, and contain no signs of editing (except for watermarks with the name of the Provider and the date of submission of the document).
4. Refund procedure
4.1. After the Provider receives all the necessary documents, the refund procedure is as follows:
4.1.1. If there is an active service within the trial period:
4.1.1.1. The Provider stops the current service, disables automatic renewal and marks the service as "Deleted at the end of the billing period".
4.1.1.2. The Provider deletes all expenses for the service from paragraph 4.1.1.1.
4.1.1.3. The Provider makes a refund in the amount and to the details specified in the refund application.
4.1.1.4. After receiving information from the payment system or bank through which the refund was made about the successful transaction, the Provider resets the balance of the personal account.
4.1.1.5. Upon request, the Provider shall provide the Subscriber with a receipt or payment order for the withdrawal of funds as part of the refund procedure.
4.1.2. In the absence of an active service or upon termination of service:
4.1.2.1. The Provider shall refund the funds in the amount and to the details specified in the refund application.
4.1.2.2. Upon receipt of information from the payment system or bank through which the refund was made about the successful transaction, the Provider shall reset the balance of the personal account.
4.1.2.3. Upon request, the Provider shall provide the Subscriber with a receipt or payment order for the withdrawal of funds as part of the refund procedure.
4.2. The Provider shall process the refund procedure within 7 (seven) business days after receiving all necessary documents from the Subscriber.
4.3. The Provider shall not be held liable for the time it takes to credit funds to the Subscriber's details specified in the application after the refund data has been transferred to the payment system or bank, since these organizations operate according to their own regulations and their activities are not within the Provider's area of responsibility.
