1. Information We Collect

1.1 Personal Information

When you create an account or purchase services, we collect:

• Identity Information: Name, email address, phone number, billing address
• Payment Information: Credit card details, billing information (processed securely through payment processors)
• Account Information: Username, password (encrypted), security questions
• Communication Data: Support tickets, emails, chat logs with our team

1.2 Technical Information

We automatically collect certain technical data:

• Server Usage Data: CPU usage, bandwidth consumption, disk space usage
• Access Logs: IP addresses, login times, control panel access
• Network Data: Traffic patterns, connection logs for security monitoring
• Device Information: Browser type, operating system, device identifiers

1.3 Customer Content

While we provide the infrastructure, we do not access, view, or monitor the content you store on your dedicated servers unless:

• Required for technical support troubleshooting (with your consent)
• Necessary to investigate abuse complaints or security incidents
• Required by law or legal process

2. How We Use Your Information

We use collected information for the following purposes:

• Service Delivery: Provisioning servers, managing your account, processing payments
• Customer Support: Responding to inquiries, troubleshooting technical issues
• Security: Detecting and preventing fraud, abuse, and security incidents
• Compliance: Meeting legal obligations and enforcing our Terms of Service
• Service Improvement: Analyzing usage patterns to improve our infrastructure
• Marketing: Sending service updates, promotional offers (with opt-out option)
• Billing: Generating invoices, processing payments, managing subscriptions

3. Information Sharing

We do not sell your personal information. We may share your data with:

3.1 Service Providers

• Payment processors (Stripe, PayPal) for transaction processing
• Data center partners for infrastructure services
• Cloud services for backup and disaster recovery
• Analytics providers for service improvement

3.2 Legal Requirements

We may disclose information when required by law, including:

• Valid subpoenas, court orders, or legal process
• Law enforcement requests in accordance with applicable laws
• Protection of our rights, property, or safety
• Investigation of fraud, abuse, or security incidents

3.3 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity. You will be notified of any such change via email.

4. Data Security

We implement industry-standard security measures to protect your information:

• Encryption: TLS/SSL encryption for data in transit, AES-256 encryption for stored passwords
• Access Controls: Role-based access controls, multi-factor authentication for staff
• Network Security: Firewalls, intrusion detection systems, DDoS protection
• Physical Security: Secure data centers with 24/7 monitoring and access controls
• Regular Audits: Periodic security assessments and penetration testing
• Incident Response: Documented procedures for security breach notifications

5. Data Retention

We retain your information for different periods depending on the type:

• Account Information: Retained while your account is active plus 2 years
• Billing Records: Retained for 7 years for tax and accounting purposes
• Support Tickets: Retained for 3 years for quality assurance
• Server Logs: Retained for 90 days for security and troubleshooting
• Deleted Servers: Data securely wiped within 24 hours of termination

6. Your Rights

You have the following rights regarding your personal information:

• Access: Request a copy of the personal data we hold about you
• Correction: Update or correct inaccurate information in your account
• Deletion: Request deletion of your account and associated data
• Portability: Request your data in a machine-readable format
• Objection: Object to processing of your data for marketing purposes
• Restriction: Request restriction of processing in certain circumstances

To exercise these rights, contact us at privacy@samrahost.com

7. Cookies and Tracking

Our website uses cookies and similar technologies:

• Essential Cookies: Required for website functionality and security
• Analytics Cookies: Help us understand how visitors use our website
• Preference Cookies: Remember your settings and preferences
• Marketing Cookies: Track advertising effectiveness (can be disabled)

You can control cookies through your browser settings, but some features may not function properly if cookies are disabled.

8. Children's Privacy

Our services are not directed to individuals under 18 years of age. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us immediately at privacy@samrahost.com.

9. International Data Transfers

Your information may be transferred to and processed in countries outside your residence. We ensure appropriate safeguards are in place, including:

• Standard Contractual Clauses approved by the European Commission
• Adequacy decisions by relevant data protection authorities
• Compliance with Privacy Shield framework where applicable

1. Purpose

This Acceptable Use Policy ("AUP") outlines prohibited activities and usage guidelines for Samra Host services. This policy protects our infrastructure, network, customers, and the broader internet community.

By using our services, you agree to comply with this AUP and ensure that anyone using your server(s) also complies with these terms.

2. Prohibited Activities

2.1 Illegal Content and Activities

• Distribution, hosting, or transmission of illegal content
• Child sexual abuse material (CSAM) in any form
• Content that violates intellectual property rights
• Piracy, warez, or distribution of cracked software
• Online gambling (except where explicitly licensed)
• Sale of controlled substances or illegal goods
• Counterfeit goods or services
• Identity theft or fraud

2.2 Network Abuse

• DDoS Attacks: Launching or participating in distributed denial-of-service attacks
• Port Scanning: Unauthorized scanning of networks or systems you don't own
• Botnets: Operating, hosting, or controlling botnet infrastructure
• Network Exploits: Exploiting vulnerabilities to gain unauthorized access
• Packet Spoofing: Forging network packets or IP addresses
• Man-in-the-Middle Attacks: Intercepting or modifying network traffic

2.3 Email and Messaging Abuse

• Spam: Sending unsolicited bulk email (UCE/UBE)
• Email Harvesting: Collecting email addresses without permission
• Phishing: Impersonating entities to steal credentials or information
• Mail Bombing: Overwhelming email systems with messages
• Open Relays: Operating open SMTP relays or proxies
• Spoofing: Forging email headers or sender information

2.4 Security Violations

• Attempting to breach or bypass security measures
• Unauthorized access to accounts, servers, or networks
• Distributing malware, viruses, trojans, or ransomware
• Hosting phishing pages or credential-stealing sites
• Cryptojacking or unauthorized cryptocurrency mining
• Operating services that facilitate hacking or cracking

2.5 Resource Abuse

• Cryptocurrency mining (without prior written approval)
• Excessive resource consumption affecting other customers
• Using services to provide public proxies or VPNs for abuse
• Running "bulletproof hosting" services
• Torrent trackers or file-sharing sites with primarily pirated content

3. Acceptable Use Guidelines

3.1 Server Security

Customers are responsible for:

• Keeping operating systems and software up-to-date with security patches
• Implementing strong passwords and authentication methods
• Configuring firewalls and security software appropriately
• Monitoring server logs for suspicious activity
• Responding promptly to abuse notifications from our team

3.2 Email Best Practices

If you operate email services, you must:

• Implement proper SPF, DKIM, and DMARC records
• Use opt-in methods for mailing lists
• Provide clear unsubscribe mechanisms
• Monitor and address bounce rates and complaints
• Comply with CAN-SPAM Act and similar regulations

3.3 Content Hosting

For web hosting and content delivery:

• Ensure you have rights to host and distribute content
• Implement DMCA takedown procedures if hosting user content
• Maintain appropriate content moderation for user-generated sites
• Comply with age verification requirements for adult content (where legal)
• Display clear terms of service and privacy policies

4. Abuse Reporting and Investigation

4.1 Reporting Abuse

If you become aware of violations, report them to abuse@samrahost.com with:

• Detailed description of the violation
• Relevant server IP addresses or domains
• Evidence (screenshots, logs, email headers)
• Date and time of incidents

4.2 Our Investigation Process

When we receive abuse complaints, we will:

• Review the complaint and gather evidence
• Investigate the server and activity in question
• Contact the customer for clarification or remediation
• Take appropriate enforcement action if violations are confirmed
• Respond to the complainant within 24-48 hours

5. Enforcement and Penalties

5.1 Warning

For minor first-time violations, we may issue a warning with a deadline for remediation (typically 24-48 hours).

5.2 Suspension

Serious violations or repeated minor violations may result in immediate service suspension until the issue is resolved.

5.3 Termination

The following violations result in immediate termination without refund:

• Child exploitation material
• DDoS attacks or botnet operations
• Severe security breaches affecting other customers
• Repeated violations after warnings
• Illegal content or activities

5.4 Legal Action

We reserve the right to:

• Report illegal activities to law enforcement
• Cooperate with legal investigations
• Pursue legal action for damages to our infrastructure or reputation
• Ban customers from future service use

6. DMCA and Copyright

We comply with the Digital Millennium Copyright Act (DMCA). To file a copyright complaint:

• Send notices to dmca@samrahost.com
• Include all required DMCA information (17 U.S.C. § 512(c)(3))
• We will forward notices to customers and suspend access if appropriate
• Customers may file counter-notices if content is wrongly identified
• Repeat infringers will have service terminated

7. Policy Updates

We may update this AUP at any time to address new threats or clarify existing policies. Material changes will be communicated via email. Continued use of services after changes constitutes acceptance of the updated policy.

1. Service Level Commitment

Samra Host commits to providing the following service levels for all dedicated server hosting plans:

2. Uptime Calculation

Uptime percentage is calculated as follows:

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

2.1 Measured Components

• Network Availability: Connectivity from our network edge to your server
• Power Availability: Electrical power to your dedicated server
• Cooling Systems: HVAC maintaining optimal temperature

2.2 Excluded from SLA

The following are not counted as downtime for SLA purposes:

• Scheduled maintenance (with 72 hours advance notice)
• Emergency maintenance (security patches, critical infrastructure)
• Issues caused by customer configuration or software
• DDoS attacks exceeding our mitigation capacity
• Force majeure events (natural disasters, terrorism, war)
• Third-party service failures (DNS, external APIs)
• Customer-initiated suspensions or terminations
• Customer's failure to respond to critical notifications

3. Service Credits

If we fail to meet our SLA commitments, you are eligible for service credits calculated as follows:

3.1 Credit Request Process

To claim service credits:

• Submit a request within 30 days of the incident
• Provide specific dates and times of downtime
• Include any error messages or screenshots
• Email: sla-claims@samrahost.com

3.2 Credit Application

• Credits are applied to future invoices only
• Credits cannot be redeemed for cash
• Credits expire if account is cancelled
• Maximum credit per month: 100% of monthly fee
• Credits are the sole remedy for SLA violations

4. Hardware Support

4.1 Hardware Failure Response

We commit to the following response times for hardware failures:

• Critical Components (CPU, RAM, Motherboard): 4 hour replacement
• Storage Devices (NVMe, SSD): 4 hour replacement
• Network Interface Cards: 2 hour replacement
• Power Supplies: 2 hour replacement (redundant systems)

4.2 Proactive Monitoring

Our infrastructure team monitors:

• Hardware health indicators (SMART data, temperature)
• Network connectivity and packet loss
• Power draw and PSU status
• RAID array status and disk failures

5. Support Response Times

5.1 Support Channels

• Emergency Hotline: 24/7 phone support for critical issues
• Ticket System: Email-based support with priority routing
• Live Chat: Real-time support during business hours
• Customer Portal: Self-service knowledge base and documentation

6. Network Performance

6.1 Bandwidth Guarantee

• 1 Gbit/s port speed on all servers
• Unlimited bandwidth (fair use policy applies)
• Multiple Tier 1 transit providers
• Redundant network paths for failover

6.2 Network Quality Metrics

• Packet Loss: Less than 0.1% during normal operations
• Latency: Sub-5ms within data center network
• Routing: BGP anycast with automatic failover

6.3 DDoS Protection

• Up to 10 Gbps DDoS mitigation included
• Always-on protection with automatic detection
• Layer 3/4 and Layer 7 attack mitigation
• Real-time traffic analysis and filtering

7. Scheduled Maintenance

7.1 Maintenance Windows

• Standard maintenance: Tuesday-Thursday, 2:00 AM - 6:00 AM EST
• Minimum 72 hours advance notice via email
• Maintenance portal shows scheduled work
• Most maintenance performed without downtime

7.2 Emergency Maintenance

In cases of security vulnerabilities or critical infrastructure issues:

• Best effort notification (minimum 4 hours when possible)
• Detailed post-incident reports provided
• Minimized impact through rolling updates

8. Data Center Infrastructure

8.1 Power Systems

• N+1 redundant power distribution
• Multiple utility power feeds
• Diesel generators with automatic failover
• UPS systems providing seamless power continuity
• 48 hours minimum fuel capacity

8.2 Cooling and Climate Control

• N+1 redundant HVAC systems
• Hot aisle / cold aisle containment
• Temperature maintained at 68-72°F
• Humidity controlled at 40-60% RH

8.3 Physical Security

• 24/7 on-site security personnel
• Biometric access controls
• Video surveillance with 90-day retention
• Man-trap entrances
• Fire suppression systems

9. Monitoring and Reporting

9.1 Real-Time Monitoring

We provide:

• Public status page: status.samrahost.com
• Real-time incident updates
• Historical uptime statistics
• Scheduled maintenance calendar

9.2 Monthly SLA Reports

Available in your customer portal:

• Detailed uptime statistics
• Incident summaries and root causes
• Performance metrics
• Service credit calculations

10. SLA Exclusions and Limitations

10.1 Customer Responsibilities

This SLA does not cover issues caused by:

• Customer applications or configurations
• Operating system issues or kernel panics
• Software bugs or misconfigurations
• Exhausted server resources (CPU, RAM, disk)
• Customer-initiated reboots or changes

10.2 Third-Party Dependencies

We are not responsible for:

• External DNS service failures
• Content delivery networks (CDNs)
• External API or service dependencies
• Transit provider issues beyond our network

10.3 Maximum Liability

• Service credits are the sole remedy for SLA violations
• Total credits capped at 100% of monthly service fee
• No liability for indirect or consequential damages
• Credits must be claimed within 30 days

1. Registration Terms

1.1 Eligibility

To register a domain through Samra Host, you must:

• Be at least 18 years of age
• Provide accurate and complete registration information
• Have the legal right to use the domain name
• Not infringe on trademarks or intellectual property rights
• Comply with ICANN policies and registry requirements

1.2 Registration Process

• Domain availability checked in real-time
• Registration typically completed within minutes
• Confirmation email sent upon successful registration
• DNS propagation may take 24-48 hours

2. WHOIS Information

2.1 Required Information

You must provide accurate WHOIS contact information including:

• Registrant name (individual or organization)
• Mailing address
• Email address
• Phone number
• Administrative and technical contacts

2.2 WHOIS Privacy Protection

• Privacy protection available for eligible TLDs
• Masks personal information from public WHOIS
• Free with most domain registrations
• Some registries do not allow privacy protection
• Privacy may be temporarily lifted for legal inquiries

2.3 WHOIS Accuracy

• ICANN requires accurate WHOIS information at all times
• You must update information within 7 days of changes
• Failure to maintain accurate WHOIS may result in domain suspension
• Annual WHOIS accuracy verification emails sent

3. Domain Renewals

3.1 Renewal Process

• Domains must be renewed before expiration date
• Auto-renewal available (recommended)
• Renewal reminders sent 30, 15, and 7 days before expiration
• Grace period of 30 days after expiration (varies by TLD)

3.2 Pricing

• Renewal prices may differ from initial registration
• Registry price increases passed to customers
• 30 days notice provided for price changes
• Multi-year registrations available for price protection

3.3 Expired Domains

• Grace Period (30 days): Can be renewed at standard price
• Redemption Period (30 days): $150 redemption fee applies
• Pending Delete (5 days): Domain cannot be recovered
• After deletion, domain returns to public availability

4. Domain Transfers

4.1 Transferring to Samra Host

• Domain must be unlocked at current registrar
• Obtain authorization (EPP) code from current registrar
• Domain must be at least 60 days old
• Transfer includes 1-year registration extension
• Transfer typically completes in 5-7 days

4.2 Transferring Away from Samra Host

• Unlock domain in your control panel
• Obtain EPP code from your dashboard
• Initiate transfer at new registrar
• Approve transfer via email confirmation
• 60-day lock period after transfer completion

4.3 Transfer Restrictions

• Cannot transfer within 60 days of registration
• Cannot transfer within 60 days of previous transfer
• Domain must not be locked or suspended
• All outstanding invoices must be paid

5. Domain Disputes and Suspensions

5.1 UDRP (Uniform Domain-Name Dispute-Resolution Policy)

• Trademark holders may file UDRP complaints
• Domain may be locked during dispute proceedings
• Decisions made by independent arbitration panels
• We will comply with all UDRP decisions

5.2 Reasons for Suspension

Domains may be suspended for:

• Non-payment or expired registration
• Inaccurate WHOIS information
• Trademark infringement complaints
• Court orders or legal requirements
• Malicious activity or abuse
• Violation of our Terms of Service

6. Domain Security

6.1 Registry Lock

• Additional security feature for high-value domains
• Prevents unauthorized transfers or changes
• Available for eligible TLDs
• Contact support to enable

6.2 Two-Factor Authentication

• Protect your account with 2FA
• Required for high-value domain operations
• Reduces risk of unauthorized access

7. Refund Policy

7.1 Domain Registration Refunds

• Domain registrations are generally non-refundable
• Refund may be available within 5 days if unused
• Registry fees are non-recoverable
• Contact billing@samrahost.com for refund requests

1. Filing a DMCA Notice

1.1 Required Information

To file a valid DMCA takedown notice under 17 U.S.C. § 512(c)(3), you must include:

• Physical or electronic signature of copyright owner or authorized agent
• Identification of copyrighted work claimed to be infringed
• Identification of infringing material and its location (URL)
• Your contact information (address, phone, email)
• Statement of good faith belief that use is not authorized
• Statement that information is accurate under penalty of perjury
• Statement that you are authorized to act on behalf of copyright owner

1.2 Where to Send

DMCA Agent:
Email: dmca@samrahost.com
Subject: "DMCA Takedown Notice"
Address: [Legal Department Address]

2. Our Response Process

2.1 Notice Review

• We review all DMCA notices within 24-48 hours
• Verify notice contains all required elements
• Invalid notices will be rejected with explanation

2.2 Content Removal

Upon receiving a valid notice:

• We forward the notice to the customer
• Content is disabled or removed within 24-48 hours
• Customer is notified of the takedown
• Customer may file a counter-notice (see below)

3. Counter-Notices

3.1 Filing a Counter-Notice

If you believe content was wrongly removed, file a counter-notice including:

• Your physical or electronic signature
• Identification of removed material and its former location
• Statement under penalty of perjury that removal was mistake
• Your name, address, and phone number
• Consent to jurisdiction of federal court in your district
• Agreement to accept service of process from complainant

3.2 Counter-Notice Process

• Send counter-notice to dmca@samrahost.com
• We forward counter-notice to original complainant
• Complainant has 10-14 business days to file court action
• If no action filed, content may be restored

4. Repeat Infringer Policy

4.1 Three-Strike Policy

• First Violation: Warning and content removal
• Second Violation: Account suspension and review
• Third Violation: Account termination without refund

4.2 Severe Violations

Immediate termination for:

• Systematic copyright infringement
• Operating piracy or warez sites
• Torrent trackers with primarily infringing content
• Circumvention of previous takedowns

5. False Claims

5.1 Consequences

Filing false DMCA notices may result in:

• Liability for damages under 17 U.S.C. § 512(f)
• Attorney fees and costs
• Potential perjury charges
• Being blocked from filing future notices

1. Types of Abuse

1.1 Network Abuse

• DDoS Attacks: Launching or facilitating denial-of-service attacks
• Port Scanning: Unauthorized network scanning
• Botnets: Command and control infrastructure
• Phishing: Credential theft or impersonation

1.2 Email Abuse

• Spam: Unsolicited bulk email
• Email Bombing: Overwhelming email systems
• Spoofing: Forging email headers

1.3 Content Abuse

• Malware Distribution: Hosting or distributing malicious software
• Illegal Content: Child exploitation, illegal pornography
• Copyright Infringement: Piracy and warez
• Fraud: Scams and fraudulent schemes

2. Reporting Abuse

2.1 How to Report

Report abuse to: abuse@samrahost.com

2.2 Information to Include

• Your contact information
• Description of the abuse
• Server IP or domain name
• Date and time of incidents
• Evidence (logs, screenshots, email headers)
• Any relevant URLs or file paths

2.3 Response Time

• Critical Abuse: Response within 1 hour
• High Priority: Response within 4 hours
• Standard Reports: Response within 24 hours

3. Investigation Process

3.1 Our Actions

1. Acknowledge receipt of report
2. Investigate the complaint thoroughly
3. Contact customer for clarification
4. Take enforcement action if warranted
5. Follow up with reporter

3.2 Customer Notification

• Customers notified of abuse complaints
• Opportunity to respond within 24-48 hours
• Evidence shared when appropriate

4. Enforcement Actions

4.1 Warning

• Issued for minor first-time violations
• Deadline for remediation (typically 24-48 hours)
• Detailed explanation of issue

4.2 Suspension

• Immediate for serious violations
• Service disabled until issue resolved
• Customer must respond and remediate

4.3 Termination

Immediate termination without refund for:

• Child exploitation material
• DDoS attacks
• Severe security violations
• Repeated abuse after warnings
• Failure to respond to critical abuse reports

5. Customer Responsibilities

5.1 Monitoring

• Monitor your server for security issues
• Keep software updated and patched
• Implement proper security measures
• Respond to abuse notifications promptly

5.2 Cooperation

• Respond to abuse inquiries within 24 hours
• Provide requested information and logs
• Take corrective action immediately
• Prevent recurrence of violations

1. 7-Day Money-Back Guarantee

1.1 Eligibility

You are eligible for a full refund if:

• You are a first-time customer (no previous accounts)
• You request a refund within 7 days of initial signup
• Your account is in good standing (no ToS violations)
• You have not exceeded 1TB of bandwidth usage
• The server has not been used for production purposes

1.2 What's Covered

• Full refund of first month's server hosting fee
• Refund processed to original payment method
• No questions asked within the 7-day period

1.3 What's Not Covered

• Setup fees (non-refundable)
• Domain registration fees
• SSL certificates or third-party licenses
• IP address assignments
• Bandwidth overages
• Additional services or add-ons

2. After 7-Day Period

2.1 Standard Policy

After the 7-day guarantee period:

• All payments are non-refundable
• Services are billed monthly in advance
• No partial month refunds for cancellations
• Service continues until end of current billing period

2.2 Exceptions

Refunds may be considered outside the 7-day window in exceptional circumstances:

• Extended Outages: Service unavailable for 72+ consecutive hours
• Billing Errors: Incorrect charges or duplicate payments
• Service Issues: Severe technical problems affecting service usability
• Fraud: Unauthorized charges or account compromise

These exceptions are evaluated on a case-by-case basis by our billing team.

3. Non-Refundable Items

The following are always non-refundable:

3.1 One-Time Fees

• Server setup fees
• Migration services
• Custom configuration fees
• Hardware upgrades
• OS installation fees

3.2 Third-Party Services

• Domain registrations and renewals
• SSL certificates
• Software licenses (cPanel, Plesk, etc.)
• Microsoft Windows Server licenses
• Dedicated IP addresses

3.3 Resource Usage

• Bandwidth overages
• Additional storage purchases
• Backup services
• DDoS protection upgrades

4. Service Terminations

4.1 Voluntary Cancellation

• You may cancel anytime through your customer portal
• Cancellation takes effect at end of current billing period
• No refunds for partial months
• Server data will be deleted 7 days after termination
• Download your data before cancellation

4.2 Company-Initiated Termination

If we terminate your service due to ToS violations:

• No refunds will be provided
• Immediate service suspension
• Data may be retained for investigation
• Outstanding balances remain due

4.3 Non-Payment Termination

• No refunds for suspended accounts
• Late fees will be applied
• Data deletion after 15 days
• Collection actions may be initiated

5. Downgrades and Upgrades

5.1 Server Upgrades

• Available anytime through customer portal
• Prorated charges for remainder of billing period
• New pricing takes effect next billing cycle
• Migration assistance provided if needed

5.2 Server Downgrades

• Request downgrades via support ticket
• No refunds for the difference in current month
• New pricing takes effect next billing cycle
• You must ensure your data fits new server specs

6. Refund Request Process

6.1 How to Request

To request a refund within the 7-day guarantee period:

1. Login to your customer portal
2. Navigate to Billing → Request Refund
3. Select the service and reason
4. Submit the request

Alternatively, email: billing@samrahost.com with subject "Refund Request"

6.2 Required Information

• Account email address
• Invoice number or server hostname
• Reason for refund request (optional within 7 days)
• Preferred refund method

6.3 Processing Time

• Review: Refund requests reviewed within 24 hours
• Approval: Email confirmation sent once approved
• Processing: Refunds processed within 5-7 business days
• Receipt: Depending on your payment method:
  • Credit card: 5-10 business days
  • PayPal: 3-5 business days
  • Wire transfer: 7-14 business days

7. Dispute Resolution

7.1 Chargebacks

Before initiating a chargeback with your bank:

• Contact our billing team first to resolve the issue
• Most billing disputes can be resolved quickly
• Chargebacks result in $25 processing fee
• Account may be suspended pending chargeback investigation
• Fraudulent chargebacks may result in permanent ban

7.2 Billing Disputes

If you believe you were charged incorrectly:

• Email billing@samrahost.com within 30 days
• Include invoice numbers and detailed explanation
• We will investigate and respond within 5 business days
• Legitimate errors will be refunded promptly

8. Fraud Prevention

8.1 Refund Abuse

To prevent fraud and abuse:

• Multiple refund requests from same customer may be denied
• Accounts with history of chargebacks may be rejected
• Suspicious refund patterns will be investigated
• We reserve the right to refuse service to abusive customers

8.2 Account Verification

• Identity verification may be required for refunds
• Refunds only processed to original payment method
• Third-party refunds not permitted
• Additional documentation may be requested

9. Special Circumstances

9.1 Service Credits vs. Refunds

For SLA violations:

• Service credits applied to account (not cash refunds)
• Credits applied to future invoices automatically
• Credits expire if account is cancelled
• See our SLA policy for credit calculations

9.2 Extended Outages

For prolonged service interruptions:

• Prorated credits for downtime exceeding SLA
• Case-by-case review for extreme circumstances
• Documentation of outage required
• Contact support for assistance

10. Important Notes

• Refund policy may be updated at any time
• Changes apply to new purchases after update date
• Existing customers grandfathered under original policy for current service
• Refund policy does not affect your statutory rights
• All refunds subject to our Terms of Service