All our sign ups go through a stringent fraud detection process. Our verification department cross-checks all the information given during the signup. We do it to make sure that the account owner is aware of what he/she have paid for. Also, cross-checking has to be done in order to check whether the account owner knows about the payment made from his/her account. All the accounts can be set up only after confirming that the singup is valid.
Payments: All charges are shown in Euro. Payments are to be made in EUR. We accept the following types of payment:
Billing Cycles: We accept monthly, quarterly, semi-annual & annual payments.
Accounts paid for by wire transfers & bank transfers will be setup only after we get an evidence of the payment being done successfully. A copy of the payment receipt has to be sent to our billing department. Customers may scan the receipt or take a screen-shot of the one & email it as an attachment to firstname.lastname@example.org. Such accounts will be set up after receiving the copy of the bank / wire transfer receipt.
To change your billing cycles, contact email address & cancellation / termination of services we require a written authorization in the form of an email. Same requests via either live-chat or the toll free number won’t be accepted.
Account renewal reminders will be sent 15 (Fifteen) days before the actual renewal / due date. It will be done to ensure that our clients get enough time to make payment(s). The second reminder will be sent before the due date and the third & final reminder will be sent on the day of renewal.
A maximum grace period of 5 (Five) days will be given to all unpaid accounts that have past the renewal / due date, only in order to follow a written agreement that has been reached with our billing team. The hosting service will be suspended within the 6th (Sixth) day of the account being past due and a notification email will be sent to inform about the suspension of service. The backup, if purchased / applicable, will be provided only after the user pays all the dues during the suspension period, i.e. between 6th and 10th days (both days inclusive).
For the renewal fee / dues to be paid we allow up to 5 (Five) days of usage the service after the account has been suspended. The account will be terminated permanently and all data held within that particular account will be deleted from the server right after the period of additional 5 days will have been over. The backup won’t be provided to the client after termination under any circumstances.
We have a 30-day money back guarantee period within which the customer is free to cancel their service & claim a refund of the charges that had been paid. However, domain registration charges, domain transfer charges & dedicated servers do not come under the purview of this 30-day period. All the additional features added to an account are charged according to the Billing Cycle. Additional items are non-refundable. The refund does not cover the followings:
Dedicated IP Addresses
Any additional over-usage
Any control panel charges / anti-virus program charges
If the domain registration expires due to the end of the auto-renew process, please notify us immediately and we will try our best to renew the domain name for you. However you should be aware of your responsibility to pay a onetime payment of redemption fee & the renewal charges of the domain to renew your domain (this is the amount charged by our registrar, eNom) if the domain was pushed into the redemption period.
If you decide to cancel your hosting before the renewal date or wish to transfer your domain name to another service provider, remember that you still have to pay domain registration/transfer charges till the action of closing/transferring will be completed.
If you want to transfer your domain name away from Tucha you have to pay an administration fee of €6.24 (the information is valid for domains purchased on or after the 5 June 2014). After receiving the payment and clarifying the details and your completing all the transfer procedures correctly, we will generate the required transfer code or update the IPS tag for the domain.
We cannot guarantee the successful registration of any domain name that is available for pre-registration. If we are unable to register any domain name you have purchased under pre-registration, we will provide a full refund in the form of account credit.
A pro-rated refund is given in case of cancellations within the next due renewal. Only charges for the un-used period would be refunded. If the cancellation request is received within the period from six to zero days before the renewal date, this cancellation request will be effective on the following billing cycle and charges for the current month will apply.
: Tucha does not allow to charge backs to occur to its merchant accounts and contracts with VISA/ MASTERCARD International, American Express and its Discover Financial services. It is not recommended to initiate a charge back hence, The customer agrees with the billing policies (this document) and the terms and conditions as outlined in this document. Tucha will use this document and customers agreement at the time of the order to wholeheartedly fight against a charge back and/or dispute.
If the customer has supplied a valid reason for the refund, Tucha will gladly apply this refund but only if the requirements specified above are met.
Any dispute/ charge back attempts will immediately result on suspension of the web hosting account and another charge will be applied the customer’s credit card under the same order/ authorization number. Any customer, who provides a credit card charge back in response to a bill and/or order placed at Tucha, will be subject to collections and legal action.
Charge backs will never be an acceptable means of attaining a refund. By ordering an account you are bound by these terms and conditions and must follow and agree with them. The following amounts will be applied for all charge backs: €31.25 Charge back processing fee, €125 penalty for charge back usage. In addition if collections action is required a 22% collections the fee will be assessed as well for the total amount.
Accounts terminated due to any hosting violation, breach of our policies (TOS & AUP) are not entitled to any sort of refund what-so-ever. Instances where tuchacloud.com has had to delete or terminate accounts (after having evidence to substantiate the charges / violations) due to complaints of copy-right infringement, internet watchdog complaints would also not be entitled for any refund at all.
Billing Information: You can update your billing information from the Personal Account. If you do not have the access for changing some information, you need to contact our Billing Department via Helpdesk & the changes will be made in 24 hours. Periodically contact our customers regarding account status may become necessary for us. If the information that was provided to us is not current, it may lead to a failure on receiving notices. Customers are solely responsible for keeping all personal and billing information current at all times. We are not responsible for actions that has happen as a result of a customer's failure on responding to our notices.
At any point of time, in case if the compensation has to be given for not having been able to provide the services guaranteed by the website, the amount won’t be bigger than 1 month's hosting fees.
Only first time sign-ups are eligible for refunds & the 30-day money back guarantee period.
Please raise a ticket with the Billing Department from your Personal Account for any further queries or clarifications.