Refund Policy

1. Overview

Hostao LLC operates Suhep on a subscription-based model. This Refund Policy describes the circumstances under which we offer refunds and the process for requesting them. By using our Service and making a purchase, you agree to this Refund Policy.

2. Refund Eligibility

Refund or credit requests may be reviewed in the following circumstances:

• Billing errors: If you were charged incorrectly or charged twice for the same period, we will review and correct the duplicate or incorrect charge.
• Material service issues: If a real service failure materially affected your approved paid setup, we may review refund or credit options based on the account arrangement and impact.
• Approved plan changes: If the Suhep team confirms a downgrade, cancellation, or billing adjustment for your account, any resulting credit or refund will follow that approved arrangement.
• Other account-specific cases: During the current rollout, refund handling may depend on the exact activation path, payment method, and plan terms used for your account.

3. Non-Refundable Items

The following are generally not eligible for refunds unless the Suhep team explicitly confirms otherwise in writing:

• Charges that match the approved billing arrangement for the account
• One-time setup or onboarding fees already delivered
• Add-on features or additional usage charges beyond agreed plan limits
• Accounts terminated due to violation of our Terms of Service

4. How to Request a Refund

To request a refund, please:

• Email us at billing@suhep.com with the subject line "Refund Request"
• Include your account email address and the reason for your refund request
• Attach any relevant documentation (e.g., screenshot of incorrect charge, downtime evidence)

The billing team will review the request and confirm the next step based on your account setup, payment method, and eligibility.

5. Processing Time

If a refund or credit is approved, the processing path depends on the payment method and provider involved in your account setup.

Timelines can vary by provider, country, and the original billing arrangement. The Suhep team will confirm the applicable processing path when the request is reviewed.

6. Cancellation Policy

Cancellation handling depends on the billing path active on your account. Some accounts may have billing controls visible in-product, while others may still require manual review through the Suhep team.

• Cancellation does not automatically trigger a refund
• Any remaining access period depends on the approved billing arrangement for the account
• Data retention, export, and closure timing should be confirmed with the Suhep team for your setup if they matter to the request

7. Contact Us