Effective Date: 19 September 2026
Last Updated: 19 September 2026

At INS-CO, we aim to provide reliable Products and Services and maintain clear and fair billing practices.

This Return and Refund Policy explains when cancellations, returns, credits, and refunds may be available for Products and Services purchased from INS-CO.

This Policy should be read together with our Terms and Conditions of Sale, Terms of Service, and Datenschutzerklärung.

Nothing in this Policy limits any mandatory rights you may have under applicable consumer protection law.

1. Scope

This Return and Refund Policy applies to Products and Services purchased directly from INS-CO, including, where applicable:

• IT services;

• technical support;

• consulting services;

• professional services;

• network and infrastructure services;

• cybersecurity services;

• hosting;

• VPS services;

• dedicated servers;

• cloud services;

• colocation;

• VPN and DVPN services;

• CDN and IPFS services;

• domain registration and renewal;

• SSL certificates;

• software and digital Products;

• subscriptions;

• staffing and outsourcing services;

• logistics and warehouse services;

• custom development;

• migration services;

• field engineering services;

• wireless and network surveys; and

• other Products or Services supplied by INS-CO.

Different Products and Services may have different cancellation and refund rules because of their nature and because third-party providers may be involved.

2. General Refund Principle

Refunds are considered according to:

• the type of Product or Service;

• the applicable Order or Agreement;

• whether the Product or Service has already been supplied;

• whether work has already been performed;

• whether third-party costs have already been incurred;

• the reason for the refund request;

• applicable warranty or service-level terms; and

• mandatory applicable law.

A payment does not automatically become refundable simply because a Customer no longer wishes to use a Product or Service.

3. Consumer Rights

If you are a consumer and mandatory consumer protection laws apply to your purchase, nothing in this Policy is intended to remove or restrict those rights.

Depending on the applicable law and circumstances, consumers may have statutory rights relating to:

• withdrawal or cancellation;

• defective Products;

• non-conforming Products;

• digital content;

• digital services;

• repairs;

• replacement;

• price reduction;

• termination; or

• refunds.

Where mandatory law provides a right to a refund, that right will apply regardless of any conflicting provision in this Policy.

4. Right of Withdrawal for Eligible Consumers

Where applicable law provides a statutory withdrawal period for consumer purchases made online or at a distance, eligible consumers may have the right to cancel within the legally applicable period.

The withdrawal period and applicable exceptions depend on the type of Product or Service and the applicable law.

The withdrawal right may not apply, or may cease to apply, in circumstances permitted by law, including certain situations involving:

• fully performed Services;

• personalised or customised Products;

• digital content supplied immediately;

• Services requested to begin before expiry of the withdrawal period;

• Products made specifically to the Customer’s specifications;

• domain registrations;

• third-party services that cannot reasonably be cancelled;

• services that have already commenced at the Customer’s request; or

• other legally recognised exceptions.

Where consent or acknowledgement is legally required before a Service begins during a withdrawal period, INS-CO may request that consent before commencing the Service.

5. Cancellation Before Service Commencement

Where a Customer requests cancellation before INS-CO has begun providing a Service, INS-CO will review the request.

Where cancellation is permitted, INS-CO may issue a full or partial refund after deducting:

• non-refundable third-party costs;

• transaction or payment-processing costs where legally permissible;

• work already performed;

• committed resources;

• administrative costs where legally permissible; and

• other amounts that are properly due under the applicable Agreement.

Mandatory consumer rights remain unaffected.

6. Services Already Performed

Professional, consulting, technical, engineering, development, migration, support, implementation, staffing, or other Services that have already been performed are generally not refundable to the extent permitted by law.

If a Customer cancels a Service after work has started, the Customer may remain responsible for:

• work already completed;

• time already spent;

• resources already allocated;

• third-party costs;

• travel or field-service expenses;

• materials purchased specifically for the project; and

• other non-recoverable costs.

Where a fixed-price project includes specific cancellation terms, those terms will apply.

7. Recurring Services and Subscriptions

For recurring Services, subscriptions, hosting plans, support plans, and similar Services:

• cancellation normally prevents future renewal;

• cancellation does not automatically refund amounts already paid for the current billing period;

• fees for the current period may remain payable until the end of that period;

• any unused portion is refundable only where the applicable Order, Agreement, SLA, or applicable law provides for a refund.

If a subscription has a minimum contractual term, cancellation during that term may remain subject to the agreed contractual conditions.

8. Hosting Services

Hosting Services may include shared hosting, managed hosting, cloud hosting, application hosting, or other infrastructure services.

Because hosting resources may be allocated specifically to a Customer, refunds depend on the applicable plan and Order.

Unless otherwise stated in the applicable Service terms:

• setup or activation fees may be non-refundable once the Service has been activated;

• fees for a current billing period may be non-refundable after Service activation;

• third-party costs may be non-refundable;

• future recurring charges may be cancelled according to the applicable cancellation procedure.

Where a Service is defective or materially fails to meet an agreed contractual specification, the Customer should contact INS-CO so that the issue can be investigated and an appropriate remedy can be considered.

9. VPS Services

VPS services may involve the immediate allocation of dedicated virtual resources.

Once a VPS has been provisioned, refunds are generally subject to the specific VPS plan or Agreement.

Unless otherwise stated:

• setup or activation fees may be non-refundable;

• allocated resources may not be refundable for unused time;

• cancellation normally applies to future billing periods;

• data migration or restoration work may incur separate charges;

• third-party licence charges may be non-refundable.

Where a VPS cannot be provided due to an INS-CO service failure, INS-CO will investigate the issue and may provide an appropriate service credit or refund where required by the applicable Agreement or law.

10. Dedicated Servers

Dedicated server services may involve hardware allocation, provisioning, configuration, installation, licensing, and other costs incurred specifically for a Customer.

Because of these commitments, dedicated server orders may be subject to special cancellation terms.

Once hardware or infrastructure has been allocated or provisioned, a refund may not be available except where:

• the applicable Agreement expressly permits it;

• INS-CO is unable to provide the contracted Service;

• a refund is required under applicable law; or

• INS-CO otherwise agrees to a refund.

Custom hardware, special configurations, licenses, and third-party services may be subject to separate non-refundable costs.

11. Domain Names

Domain registration and renewal services are subject to the rules of the applicable domain registry and registrar.

Once a domain has been successfully registered or renewed, the registration or renewal fee is generally non-refundable unless:

• the relevant registry or registrar permits cancellation and refund;

• INS-CO agrees to a refund;

• an error attributable to INS-CO requires a refund; or

• applicable law requires a refund.

Domain names may be registered immediately after an Order is placed. Customers should therefore carefully review domain names before confirming an Order.

A domain registration may not be reversible simply because the Customer entered an incorrect domain name, changed their mind, or no longer wants the domain.

12. SSL Certificates

SSL certificates may be ordered, issued, configured, or activated through third-party certificate authorities.

Once an SSL certificate has been issued or activated, refunds are subject to the applicable certificate provider’s terms.

If the certificate has not yet been issued, a refund may be possible depending on the applicable provider and Order.

Third-party certificate fees that cannot be recovered may be deducted from any refund where legally permissible.

13. Software and Digital Products

Digital Products may include:

• software;

• licences;

• downloadable Products;

• digital documentation;

• configuration files;

• digital assets;

• access credentials;

• activation keys.

Where a digital Product has already been supplied or activated, refunds may be restricted where permitted by applicable law.

Where mandatory consumer withdrawal rights apply, INS-CO will comply with the applicable statutory requirements.

14. Custom Development and Custom Products

Custom-developed software, configurations, integrations, designs, documentation, or other Products created specifically for a Customer may not be returnable or refundable once development or production has commenced, except where required by law or agreed in writing.

If a project is cancelled after commencement, the Customer may be responsible for:

• completed work;

• work in progress;

• committed development resources;

• third-party services;

• licences;

• infrastructure;

• materials; and

• other agreed project costs.

15. Consulting and Professional Services

Consulting, advisory, engineering, audit, assessment, survey, migration, implementation, and professional Services are generally billed for time or deliverables actually provided.

Once a scheduled engagement has commenced, fees may not be refundable except where:

• the applicable Agreement provides otherwise;

• INS-CO has materially failed to provide the agreed Service;

• the parties agree otherwise; or

• mandatory law requires a refund.

16. Field Engineering, Travel and On-Site Services

For Services requiring personnel to travel to a Customer location, cancellation may result in charges for:

• work already performed;

• travel;

• accommodation;

• transportation;

• booked personnel;

• equipment;

• third-party contractors;

• cancellation charges imposed by third parties.

The amount payable will depend on the applicable quotation or Agreement.

17. Third-Party Products and Services

Some INS-CO Products and Services depend on third-party providers.

Examples may include:

• cloud services;

• domain registries;

• SSL certificate authorities;

• hosting infrastructure;

• software licences;

• telecommunications providers;

• payment providers;

• shipping providers;

• data centre providers;

• external APIs.

Where a third party does not permit INS-CO to recover a payment, INS-CO may be unable to provide a refund unless:

• INS-CO is responsible for the relevant failure;

• the applicable Agreement provides otherwise; or

• mandatory law requires a refund.

18. Duplicate Payments

If you accidentally make the same payment more than once, please contact INS-CO promptly.

After verifying the duplicate transaction, INS-CO may refund the duplicate amount using the original payment method where technically and legally possible.

19. Incorrect Payments

If you believe you have paid the wrong amount or paid an invoice incorrectly, contact us as soon as possible.

We may request:

• invoice number;

• payment reference;

• transaction date;

• amount paid;

• payment method;

• account information.

We will investigate the payment and correct confirmed errors where appropriate.

20. Failed or Reversed Payments

A failed payment does not cancel an invoice or contractual payment obligation.

If a payment is reversed, charged back, or otherwise not successfully received by INS-CO, the Customer may remain responsible for the outstanding amount.

INS-CO may suspend Services where permitted by the applicable Agreement and law.

21. Chargebacks

Customers should contact INS-CO before initiating a payment chargeback where possible.

If a Customer initiates an unjustified chargeback after receiving Products or Services, INS-CO may provide relevant transaction and service records to the payment provider or financial institution to dispute the chargeback.

Nothing in this section limits a Customer’s legal rights to dispute an unauthorised or fraudulent transaction.

22. Refunds for Service Failures

If INS-CO materially fails to provide a paid Service in accordance with an applicable Agreement, the Customer should contact support as soon as possible.

Depending on the circumstances, INS-CO may provide:

• technical remediation;

• replacement Service;

• additional Service time;

• service credit;

• partial refund;

• full refund; or

• another appropriate remedy.

The applicable Service Level Agreement (“SLA”), if any, may provide specific remedies for service interruptions or failures.

23. Service Credits

Where an applicable SLA provides service credits, those credits will be calculated according to the terms of the applicable SLA.

Unless expressly stated otherwise, service credits:

• are not automatically convertible into cash;

• may be applied against future invoices;

• may be subject to claim deadlines;

• do not constitute an admission of liability.

Mandatory legal rights remain unaffected.

24. Refund Exclusions

To the extent permitted by applicable law, refunds may not be available for:

• Services already fully performed;

• customised Services;

• custom development already completed;

• domain registrations or renewals;

• issued SSL certificates;

• activated software licences;

• consumed hosting resources;

• third-party costs that cannot be recovered;

• Services cancelled after work has commenced;

• Customer-requested configuration or migration work already completed;

• unused time on a Service where the applicable contract does not provide a refund;

• Products damaged or altered through Customer misuse;

• Products or Services purchased through unauthorised third parties.

These exclusions do not override mandatory consumer protection rights.

25. Defective or Non-Conforming Products

If you receive a Product that is defective, damaged, or materially different from what was agreed, contact INS-CO promptly.

Depending on the Product and applicable law, available remedies may include:

• repair;

• replacement;

• correction;

• re-performance;

• price reduction;

• refund;

• cancellation.

Consumer statutory rights regarding conformity and defective Products remain unaffected.

26. Refund Request Procedure

To request a refund, contact:

Email: support@ins-co.com

Where appropriate, include:

• full name;

• company name;

• customer/account ID;

• invoice number;

• Order number;

• Product or Service concerned;

• date of purchase;

• reason for the request;

• relevant supporting information.

Providing complete information helps us process requests more quickly.

27. Refund Review

After receiving a refund request, INS-CO may review:

• the applicable Order;

• the Service status;

• usage records;

• payment records;

• support history;

• contractual terms;

• third-party costs;

• applicable statutory rights.

We may contact you if additional information is required.

28. Refund Processing Time

Where a refund is approved, INS-CO will normally initiate the refund within a reasonable period after approval.

The time required for the funds to appear in your account may depend on:

• the payment method;

• the payment processor;

• the bank;

• the card issuer;

• international payment networks.

INS-CO cannot guarantee the processing time of a third-party financial institution.

29. Refund Method

Where possible, refunds will be made using the original payment method.

Where the original payment method cannot be used, INS-CO may request additional information to process the refund using another lawful method.

We will not request unnecessary financial information.

30. Currency and Exchange Rates

Where a refund is made in a currency different from the currency used by the Customer’s bank or payment provider, exchange-rate differences may occur.

INS-CO is not responsible for exchange-rate fluctuations imposed by banks or payment providers unless required by applicable law.

31. Taxes

Where a refund is issued, any associated VAT or other applicable tax will be handled in accordance with applicable tax law.

32. Cancellation of Recurring Services

Customers who wish to prevent future renewal should submit a cancellation request through the applicable customer portal or contact INS-CO.

Cancellation should be requested before the next billing date where possible.

Unless mandatory law or the applicable Agreement provides otherwise, cancellation does not automatically create a refund for the current billing period.

33. Account Closure

Closing a Customer account does not automatically entitle the Customer to a refund.

Before closing an account, Customers should:

• download required data;

• cancel active Services;

• settle outstanding invoices;

• transfer domains where required;

• request any applicable refund.

Once an account or Service is terminated, certain data may no longer be recoverable.

34. Data After Cancellation

After cancellation or termination, INS-CO may retain certain information where necessary for:

• legal compliance;

• accounting;

• tax requirements;

• fraud prevention;

• dispute resolution;

• security;

• enforcement of contractual rights.

Personal data will otherwise be handled according to our Privacy Policy and applicable law.

35. Promotional Offers and Discounts

Promotional Products and Services may be subject to additional terms.

Unless otherwise stated:

• promotional discounts do not create a general right to a refund;

• free periods may not be converted into cash;

• promotional credits may not be transferable;

• discounted Products may remain subject to the same cancellation restrictions as standard Products.

If a promotional offer has specific refund terms, those terms will apply.

36. Free Trials

Where INS-CO offers a free trial:

• the trial duration will be specified in the relevant offer;

• certain features may be restricted;

• the trial may require payment information;

• the trial may automatically convert into a paid subscription if expressly disclosed before signup.

Customers are responsible for cancelling before the end of the trial where cancellation is required to prevent a paid renewal.

Mandatory consumer rights remain unaffected.

37. Refund Abuse

INS-CO reserves the right to investigate repeated, fraudulent, or abusive refund requests.

Where permitted by law, we may refuse future Orders or restrict Services where there is reasonable evidence of:

• fraud;

• payment abuse;

• repeated unjustified chargebacks;

• manipulation of promotional offers;

• unauthorised use of Services;

• other material abuse.

This does not affect legitimate statutory rights.

38. Business Customers

For business-to-business transactions, refund and cancellation rights are primarily determined by:

• the signed Agreement;

• quotation;

• purchase order accepted by INS-CO;

• statement of work;

• SLA;

• subscription terms;

• these Terms; and

• applicable law.

Business Customers may not have the same statutory withdrawal rights available to consumers.

39. Consumer Protection

Nothing in this Policy excludes, restricts, or replaces any consumer rights that cannot legally be excluded.

If a provision of this Policy conflicts with a mandatory consumer protection law applicable to you, the mandatory law will prevail.

40. Changes to This Policy

INS-CO may update this Return and Refund Policy from time to time.

Changes may be made to reflect:

• new Products or Services;

• changes to billing practices;

• changes to payment providers;

• changes in applicable law;

• changes to our business operations.

The latest version will be published on this page.

The “Last Updated” date will be changed when material amendments are made.

41. Contact Us

For refund, return, or cancellation requests, contact:

INS-CO

Email: support@ins-co.com

For privacy-related matters:

Email: privacy@ins-co.com

Website: https://ins-co.com/

Please include your invoice or Order number whenever possible.

42. Effective Date

This Return and Refund Policy is effective from:

19 September 2026

and was last updated on:

19 September 2026

Quick Refund Summary

Nothing in this Policy limits any mandatory rights provided by applicable law.