Refund policy

Primcast and its staff endeavor to work directly with clients to identify and resolve any service-related issues in a reasonable and timely manner. A refund will be considered only if all reasonable troubleshooting and remediation efforts have been exhausted and a refund is determined by Primcast to be the sole remaining remedy.

Refunds are governed strictly by this refund policy and the Primcast terms of service.

1. Refund eligibility

Refunds are granted only in the following two circumstances:

• Primcast is unable to provision or deliver the hosting or streaming service as specified in the terms of service, due to an issue solely within Primcast's control; or
• The client submits a written refund request within three (3) calendar days of initial service activation, regardless of billing frequency.

No other circumstances qualify for a refund.

2. Billing cycles and refunds

Refund eligibility is not affected by billing frequency. Monthly, quarterly, annual, or other prepaid billing cycles do not create an automatic or implied right to a refund.

All prepaid services are considered earned upon provisioning and availability, subject only to the limited refund conditions stated in this policy.

3. Out-of-stock, build-to-order, and special-order services (important)

Certain dedicated server configurations offered by Primcast require build-to-order provisioning and may be temporarily out of stock due to hardware availability.

Once the client agrees to wait for the stated delivery window:

• The order is deemed a special-order, build-to-order service;
• No refundfull or partialmay be requested or issued;
• The standard three (3) day refund window does not apply;
• Any subsequent cancellation request will be treated as a termination, not a refund.

Once Primcast orders hardware components or allocates inventory specifically for the client's configuration, the service becomes non-refundable and all costs incurred are considered earned.

4. Refund calculation (if eligible)

• Refunds are issued on a pro-rated basis using monthly pricing;
• A minimum of one (1) full month is non-refundable if cancellation occurs after three (3) days;
• A 15% administrative fee is deducted;
• Usage-based charges are deducted prior to refund;
• A standardized 30-day month is used for calculations.

5. Non-refundable circumstances

• Client-side configuration or software issues;
• Third-party network or protocol issues;
• Dissatisfaction after the refund window;
• Special-order or build-to-order services;
• Unused service time;
• Downtime credits (no cash value).

6. Cancellation and billing

Failure to cancel before the billing cycle ends results in charges through the end of that cycle.

7. Chargebacks and disputes

Initiating a chargeback without following this policy constitutes a material breach and may result in immediate termination.

8. Refund request procedure

Clients must contact Primcast support through official channels and retain written records. Approved refunds are processed within 48 hours.

9. Final authority

All refund determinations are made solely by Primcast in accordance with this policy and the terms of service.