Refund Policy

This policy sets out the conditions under which a refund may be granted for services provided by Clouder. Terms vary by service type: some services qualify for a money-back guarantee over a defined period, while others — due to their nature (fees paid to third parties, immediate activation) — are non-refundable.

Shared web hosting plans come with a 14-day money-back guarantee from the date the service is activated.

For a first subscription, the Customer may request a full refund of hosting fees if the request is made within this period.

This guarantee does not apply to renewals or add-on fees (domain names, licenses, certificates, third-party options). After the 14-day period, the current hosting subscription is no longer refundable, including in case of early termination.

Domain name registration, renewal and transfer fees are non-refundable. Registering a domain name triggers an immediate, final payment to the relevant registry (notably ANRT for .ma domains), which cannot be cancelled.

A domain name whose information or supporting documents do not meet regulatory requirements may be suspended or removed in accordance with ANRT’s naming decision, with no refund or compensation.

Virtual private servers (VPS) are provisioned and activated immediately after payment; since resources are dedicated and reserved, they are not covered by the money-back guarantee.

No refund is granted for the current period in case of early termination of a VPS.

Any request related to a technical malfunction attributable to Clouder is handled case by case by support.

Professional email and Google Workspace licenses are billed per user and per period. Since fees paid to the publisher are non-recoverable, these services are non-refundable once activated, including in case of a reduced number of users or early termination during the period.

Services suspended or terminated due to the Customer’s breach of the Terms of Service (unlawful content, spam, non-payment, etc.) do not give rise to any refund.

Setup, configuration or migration fees already incurred are non-refundable.

Discounts, promotional offers and any credits cannot be refunded in cash.

Any refund request must be sent to Clouder support from the client area or by email to contact@clouder.ma, specifying the service concerned and the reason.

The request must be submitted within the timeframe applicable to the service concerned, where such a timeframe exists.

Clouder reviews the request and informs the Customer of its decision within a reasonable time.

When a refund is granted, it is made, as far as possible, using the same payment method used for the order. Processing time depends on the relevant payment provider. Where applicable, fees paid to third parties (registries, publishers, payment providers) are deducted from the refunded amount.