Last Revised: 2026-08-18 09:26

BILLING, CANCELLATION & CREDIT POLICY

Article 1 — Introduction, Scope & Company Identity

1.1. This document ("Billing, Cancellation & Credit Policy", hereinafter "DOC-011") constitutes the exclusive and binding regulatory framework (Single Source of Truth) governing financial transactions, billing cycles, upgrades, cancellation procedures, fee assessments, and account credit management between the sole proprietorship operating under the trade name "Prootzos Online" (hereinafter the "Provider") and the contracting natural or legal person (hereinafter the "Client").

1.2. Company Identity (Single Source of Truth):

Trade Name: Prootzos Online
Representative (CEO): Prountzos Nikos
Tax Seat & Mailing Address: 46 Karkavitsa Str., GR-27131, Pyrgos Ilia, Greece
Tax Identification Number (VAT): EL 047648274 | Tax Office: Pyrgos Ilia
Contact Email: contact@prootzos.com
Telephone Line: +30 2621 121 373
Official Website: https://prootzos.com

1.3. Remote-First Operating Model: The Provider operates strictly under a Remote-First model. The registered address serves solely for tax compliance and official postal correspondence. There is no physical retail store, reception facility, or capability for in-person cash transactions. All financial, management, and administrative operations are executed electronically via the Client Area.

1.4. Hierarchy & Document Interdependence: This document forms an integral part of the Provider's documentation architecture and is applied in direct conjunction with the General Terms of Service (DOC-001) and the Common Definitions Registry (DOC-002).

Article 2 — Billing Cycles, Invoicing, Payments & Prorated Billing

2.1. Automated Invoicing via Client Area: The issuance of billing documents (proforma invoices and definitive tax invoices/receipts) is handled automatically via the Client Area. Every order, subscription, or billable engagement is logged in the system with a unique transaction identification number.

2.2. Billing Cycles & Advance Payment: All recurring subscription services (Shared Hosting, Managed VPS, Managed Dedicated Servers, Email Hosting, Standalone DNS Plans) are payable in advance for the selected billing period (monthly, quarterly, semi-annually, annually, or multi-year). Service provisioning or renewal commences strictly upon verified payment clearance.

2.3. Renewal Notification Schedule:

Renewal Proforma Invoice Issuance: The system generates the renewal proforma invoice fourteen (14) calendar days prior to the subscription expiration date.
Payment Reminders: Automated reminders are dispatched at seven (7), three (3), and one (1) day prior to the expiration date (Due Date).
Payment Due Date: The final payment due date coincides with the expiration date of the active billing cycle.

2.4. Accepted Payment Methods & Transaction Security (PCI-DSS):

Payments are processed exclusively through electronic means: Credit / Debit / Prepaid Card, Electronic Bank Transfer (wire transfer) to the Provider's official bank accounts, or utilization of available Account Credit.
Exclusion of Card Data Storage: The Provider does not store, record, or process primary payment card data (PAN, CVV2, PIN). All electronic payments are processed via encrypted redirection or tokenization through PCI-DSS Level 1 certified payment gateways.

2.5. Tax Details & Electronic Invoicing: The Client bears sole responsibility for the accuracy, completeness, and timely updating of their tax details (Full Legal Name/Entity, Business Activity, VAT Number, Tax Office, Registered Address) within the Client Area. Definitive tax invoices are issued electronically and transmitted to the IAPR myDATA digital platform in compliance with Greek tax legislation.

2.6. Upgrades, Downgrades & Prorated Billing:

Package Upgrades: The Client may request an upgrade of their hosting plan or allocated computing resources at any time via the Client Area. The charge is calculated on a prorated basis (Prorated Billing) for the remaining duration of the active billing cycle, based on the price differential between the two packages. The upgrade is provisioned automatically upon settlement of the corresponding invoice.
Package Downgrades: Downgrade requests take effect exclusively at the start of the next billing cycle. No account credits or cash refunds are issued for the unexpired portion of the current billing cycle in the event of an early downgrade.

2.7. Add-on Billing & Synchronization: The initial charge for service add-ons (such as Storage Add-ons, Dedicated IPs, Offsite Backups) is calculated on a prorated basis upon ordering, ensuring their renewal date synchronizes with the Next Due Date of the primary connected hosting service.

Article 3 — Non-Refundable Setup Fees & Special Charges

3.1. Infrastructure Setup Fees: Managed Virtual Machines (Managed VPS) and Managed Dedicated Server products are subject to a mandatory, one-time initial setup and provisioning fee (Setup Fee).

This fee covers hardware/resource allocation, Debian OS deployment, Controller integration, Security Baseline hardening (DOC-012), and monitoring stack integration (Monit/Graylog).
Strict Non-Refundable Clause: Setup Fees are strictly and absolutely non-refundable under any circumstances, as they represent fully executed engineering labor and human resource hours consumed at the time of order placement.

3.2. Reactivation Fees: In the event of temporary service suspension resulting from overdue balances or Acceptable Use Policy violations (DOC-003), the Provider reserves the right to levy an administrative reactivation fee to restore network and computing resources.

Article 4 — Promotional Terms, Discounts & Renewal Pricing

4.1. Promotional Scope: Any promotional discount, voucher code, introductory pricing, or temporary rate reduction applies strictly and exclusively to the first (1st) billing cycle of the respective service.

4.2. Automatic Reversion to Standard Price List: Upon completion of the initial promotional period, the subscription automatically renews at the Provider's standard, published catalog rate in effect on the date the renewal proforma invoice is generated.

4.3. Unaltered Technical Specifications: Services procured under promotional or discounted rates remain subject to the exact same technical constraints, cgroups kernel limits, security parameters, and SLA commitments (DOC-004) as standard-rate services, without deviation.

Article 5 — Cancellation Policy, Account Credit Exclusivity & Right of Withdrawal Exceptions

5.1. Absolute Exclusion of Cash/Bank Refunds (Credit-Only Policy): Prootzos Online operates under a strict no cash/bank refund policy. Under no circumstances shall monetary disbursements, bank refunds, card charge reversals, or cash refunds be issued for any provisioned, renewed, or prematurely terminated service.

5.2. Account Credit Issuance & Administration: Any sum approved for refund, SLA service credit adjustment (DOC-004), or cancellation of an eligible service within a guaranteed period (where explicitly provided) shall be credited strictly and exclusively as Account Credit within the Client Area.

5.3. Terms of Account Credit Utilization:

Account credit may be utilized exclusively for settling future invoices, renewals, or procuring new services from the Provider.
Account credit is strictly personal to the registered Client profile, non-transferable, non-assignable, and non-interest-bearing.
Account credit is non-exchangeable for currency and cannot be redeemed for cash at any time.

5.4. Exceptions to the Right of Withdrawal & Consent Mechanism: Pursuant to Article 3ib of Greek Law 2251/1994 (as amended) and EU Directive 2011/83/EU, the statutory right of withdrawal is explicitly excluded in the following instances:

The full execution of hosting and infrastructure services, provided performance commenced with the Client's prior express consent. Confirmation of waiver of the withdrawal right is provided via an active, un-pre-ticked checkbox during checkout in the Client Area. This consent pertains strictly to contract performance (Article 6(1)(b) GDPR) and remains entirely separate from cookie or marketing tracking consents (DOC-006).
The registration, renewal, or transfer of Domain Names, as these constitute personalized digital assets irrevocably registered with competent Registries (EETT, ICANN, Registries).
The issuance and deployment of Commercial SSL Certificates.
Infrastructure Setup Fees for Managed services.
The delivery of Professional Services and technical consulting engagements (DOC-009).

Article 6 — Pricing for Domain Names, SSL & DNS Services

6.1. Domain Names:

Finality of Transaction: Once an order is submitted and the domain name is successfully registered or renewed with the respective Registry, the transaction is definitive, non-refundable, and non-creditable.
Redemption / Restoration Fees: If a domain enters Redemption Period status due to untimely renewal, recovery incurs the specific redemption fees imposed by the upstream Registry plus the Provider's administrative handling fee (DOC-008).
WHOIS Modifications: Trade/ownership transfers that incur Registry-level charges are billed entirely to the Client.

6.2. SSL Certificates:

Automated Let's Encrypt Certificates: Provided free of charge with hosting packages via the Controller. Successful issuance requires correct DNS routing (A/AAAA records) pointing to the server's IP and unrestricted access to .well-known/acme-challenge/ (without blockage or interference from third-party reverse proxies, firewalls, or CDNs). Issuance failure due to Client-side external routing does not constitute an infrastructure defect.
Commercial SSL Certificates: Billed based on the published annual issuance rate. Once an application is submitted to the Certificate Authority (CA), issuance fees become non-refundable.
SSL Installation Support: Free installation support is provided strictly for SSL certificates purchased directly through Prootzos Online. Third-party SSL certificate installation is a billable professional service (DOC-009).

6.3. DNS Free Service Eligibility Scope:

Free DNS hosting and zone management apply strictly and exclusively to domain names actively registered with Prootzos Online or directly associated with an active hosting package (Shared, Managed VM, Managed Dedicated).
If a domain is transferred away or the underlying hosting service is terminated, free DNS service ceases automatically.
Maintaining standalone DNS zones without active core services is billed under the Standalone DNS subscription plan.

Article 7 — Professional & Specialized Services Billing (DOC-009)

7.1. Scope Creep Protection & Boundaries of Core Management: Core Managed Services cover strictly the operating system, core daemons, and Controller maintenance. Standard support does not include unlimited application code debugging, site speed tuning, or open-ended consulting (DOC-004). Any technical intervention outside these defined boundaries constitutes a Professional Service and is billable.

7.2. Billable Service Rates & Minimum Increments:

Web Server Crash Recovery from vHost Options Directives: The syntax and directives entered in the Controller Options tab on Managed VMs and Dedicated Servers remain the Client's sole responsibility (DOC-012). Technical intervention to resolve syntax errors and restore Apache/Nginx/PHP daemons is billed at a one (1) hour minimum Professional Services charge.
Website Migrations: Free migration covers up to three (3) websites with an aggregate data volume not exceeding 5 GB. Migrations exceeding these thresholds are billed per additional GB or per website under the Professional Services rate card. Full server imports/migrations (cPanel, Plesk, Confixx, etc.) are entirely billable.
Malware Removal & Remediation: Cleaning compromised CMS applications (e.g., WordPress) and removing webshells/malware is billed as a flat-rate service per installation.
Mail Deliverability Troubleshooting: Investigating external DNS configurations, DMARC alignment, and managing RBL delisting requests resulting from Client-originated outbound spam is billed hourly.
Backups & Data Restoration (DOC-010): Local backups generated within the Controller consume quota from the Client's hosting storage allocation. Scheduled Proxmox snapshot backups to external storage nodes for Managed VPS and Dedicated Servers are billed as subscription Add-ons. Manual data extraction from system disaster recovery storage upon Client request is subject to a one-time Administrative Recovery Fee.

7.3. Professional Services Advance Settlement: All ad-hoc professional services and consulting hours are invoiced and executed strictly upon confirmed payment clearance or through an active monthly Support Retainer.

Article 8 — Overdue Accounts, Suspension & Service Termination

8.1. Overdue Account Timeline & Enforcement:

[Due Date: T0] ──────> [T0 + 3 Days] ───────> [T0 + 14 Days] ──────> [T0 + 30 Days]
      │                      │                       │                       │
 Payment Due Date       Temporary Suspension     Contract Termination    Permanent Data Purge
   (Overdue Notice)     (Service Suspension)    (Resource Deprovision)  (Hosting Data Deletion)

T0 (Payment Due Date): If an invoice remains unpaid past the due date, the service is marked overdue and the initial overdue notice is dispatched.
T0 + 3 Days (Temporary Suspension): Access to the Controller (vHost, FTP, Mailboxes, Databases) is automatically suspended via an automated API call from the Client Area. The web server displays a standard suspension notice. Disk contents remain intact.
T0 + 14 Days (Contract Termination): The service agreement is terminated automatically due to payment default. Allocated resources (vCPU, RAM, IPs, Storage Quotas) are reclaimed by the Provider's virtualization and hosting infrastructure.
T0 + 30 Days (Permanent Hosting Data Purge): All hosted files, databases, mailboxes, and local backup archives within the Client's storage quota are permanently and irrevocably purged. The Provider accepts no liability for data loss arising from non-payment termination (DOC-010).
Personal Data Retention & Anonymization (GDPR): The T0+30 purge applies strictly to hosting content. Billing and tax records are retained in compliance with Greek Tax Law and myDATA requirements. Following statutory retention expiration, inactive Client Area account profiles are automatically anonymized or purged via automated data retention routines (WHMCS Client Data Retention Automation) in accordance with the Privacy Policy (DOC-005).

8.2. Distinction from Security / Abuse Quarantine: The timeline in Section 8.1 applies strictly to commercial payment defaults (Billing Suspension). In cases of Outbound Abuse, mass spamming, DDoS attacks, malware hosting, or Acceptable Use Policy breaches (DOC-003), the Provider executes immediate technical isolation (Quarantine/Suspension) without notice at the system/firewall level. In such scenarios, security audit logs (Graylog, web/mail logs) are retained in secure storage for the duration mandated by NIS2 incident handling requirements (DOC-012) and statutory regulatory reporting.

Article 9 — Billing Disputes, Chargebacks & Administrative Fees

9.1. Obligation of Prior Direct Communication: If the Client believes an invoicing discrepancy has occurred, they must contact the Provider's billing department directly via the Client Area (submitting a Billing Ticket) within an exclusive window of fourteen (14) calendar days from invoice issuance.

9.2. Unilateral Chargebacks & Disputes: Initiating a payment reversal or chargeback via a banking institution or payment gateway without prior written coordination with the Provider constitutes a material breach of these terms.

9.3. Chargeback Consequences & Administrative Handling Fee:

Upon receipt of a chargeback notice, all active services under the Client profile are suspended immediately for security purposes.
In cases of unjustified, bad-faith, or abusive dispute filings where the service was demonstrably and properly delivered by the Provider, a mandatory administrative handling fee of fifty euros (€50.00) is levied per incident to cover payment gateway dispute fees and legal review costs.
Service restoration occurs strictly upon full settlement of the disputed amount plus the administrative handling fee.

Article 10 — Price Schedule Modifications & Final Provisions

10.1. Price Adjustment Rights: The Provider reserves the right to modify its catalog pricing. Any pricing adjustments shall not affect active, prepaid subscription terms for which payment has already been settled.

10.2. Subscription Rate Change Notification: In the event of price increases affecting recurring subscriptions (Major Change under DOC-001 Governance Framework), the Client shall receive notice via email or Client Area notification at least thirty (30) calendar days prior to the effective date. If the Client does not agree to the adjusted pricing, they may elect not to renew the service.

10.3. Applicable Law & Jurisdiction:

These terms are governed by the Laws of Greece and applicable European Union regulations.
For disputes involving Clients acting in a commercial/business capacity (B2B), exclusive jurisdiction is conferred upon the competent courts of Pyrgos Ilia, Greece.
For contracts with natural persons acting as consumers (B2C), jurisdiction is determined in accordance with mandatory consumer protection statutory provisions (Greek Law 2251/1994, Regulation (EU) 1215/2012).

10.4. Supremacy of the Greek Master Version: This document is executed in the Greek language, which constitutes the official, original, and legally binding Master Version. Any English translation (DOC-011-EN) is provided solely for convenience. In the event of any semantic ambiguity, conflict, or discrepancy between the Greek and English versions, the Greek Master Version shall prevail absolutely.