Cancellation and Refund Policy

Last updated: 22 April 2026

This Cancellation and Refund Policy explains how you can cancel your services with S.C. CROCKY S.R.L. ("Crocky", "we", "us") and when you are entitled to a refund. It forms an integral part of our Terms and Conditions.

This Policy does not affect the statutory rights you may have as a Consumer under Romanian law (in particular OUG 34/2014) or EU consumer protection law.

1. Definitions

• "Consumer" means a natural person acting for purposes outside their trade, business, craft, or profession.
• "Business Customer" means any legal entity or natural person acting in the course of their trade or profession.
• "Billing Cycle" means the period for which a service is charged (monthly, quarterly, semi-annual, annual, biennial, or triennial).

2. Your Right of Withdrawal (Consumers, 14 days)

2.1 Legal basis

If you are a Consumer, you have a statutory right of withdrawal of 14 calendar days from the date the contract is concluded, without giving any reason, under OUG 34/2014 transposing Directive 2011/83/EU.

2.2 Crocky's 14-day money-back guarantee

In addition to the statutory right, we offer a 14-day money-back guarantee to both Consumers and Business Customers on the following services:

• Shared hosting;
• Reseller hosting;
• Reseller-of-reseller hosting;
• Managed WordPress hosting;
• Game server hosting.

Within the 14-day window, you are entitled to a full refund of the amount paid for the service, with no questions asked. You do not need to justify your request.

2.3 Services NOT covered by the 14-day money-back guarantee

The 14-day money-back guarantee does not apply to:

• Domain registrations and renewals - fully non-refundable once processed;
• Dedicated servers - non-refundable once provisioned (whether by Crocky or by the upstream provider).

These items are also, for Consumers, outside the statutory right of withdrawal in the circumstances set out in Section 2.4.

2.4 Loss of the statutory right of withdrawal for digital content and custom services

Under Art. 16 of Directive 2011/83/EU and OUG 34/2014, Consumers lose the right of withdrawal where:

• The supply of digital content has begun with the Consumer's prior express consent and acknowledgment that the right of withdrawal is thereby lost;
• The service has been fully performed with the Consumer's prior express consent;
• The goods or services are made to the Consumer's specifications or clearly personalized (e.g. dedicated servers specifically provisioned for the Consumer).

When you check out, you are asked to confirm that you wish the service to be provided immediately and that you acknowledge you will lose the statutory right of withdrawal once the service has been fully performed. Where you provide this confirmation, the Crocky money-back guarantee still applies as described above for the covered services.

2.5 How to exercise the right of withdrawal

You may use the model withdrawal form in Annex A at the end of this Policy, or any other clear statement sent to support@crocky.host or to our registered office. The request must include:

• Your full name and the e-mail address registered in the Client Area;
• The service(s) you wish to cancel;
• The order/invoice number.

2.6 Refund time and method

Refunds are processed within 14 days of our receipt of the valid request, using the same payment method you used for the original transaction, unless you agree otherwise. We do not charge any fee for processing the refund.

3. Cancellation After the 14-day Window

3.1 Pro-rata refund for pre-paid multi-month plans

If you cancel a service after the 14-day money-back window, and you have paid in advance for a multi-month Billing Cycle (quarterly, semi-annual, annual, biennial, or triennial), you are entitled to a pro-rata refund for the remaining full unused months of the current Billing Cycle.

How we calculate the pro-rata refund:

1. We take the amount you paid for the current Billing Cycle (excluding any non-refundable items, such as domain registrations);
2. We divide it by the total number of months in the Billing Cycle to obtain a monthly price;
3. We multiply that monthly price by the number of full unused months remaining at the date of cancellation;
4. Partial months already started are not refunded.

3.2 Monthly plans

Monthly plans cannot be refunded after the 14-day window, because the Billing Cycle is shorter than or equal to the money-back window. You may cancel to prevent the next renewal.

3.3 Non-refundable items (always excluded)

The following items are never refunded, even on a pro-rata basis:

• Domain registrations and renewals;
• Dedicated servers once provisioned.

These amounts are deducted before calculating the pro-rata refund.

4. How to Cancel

You can cancel a service at any time through:

• Your Client Area at https://crocky.host (recommended - includes cancellation type and refund preview);
• A support ticket submitted at https://crocky.host;
• An e-mail sent to support@crocky.host from the e-mail address registered in the Client Area.

You may choose between two cancellation types:

• Immediate cancellation - the service is terminated upon request; pro-rata refund (if any) is calculated up to that date.
• End-of-term cancellation - auto-renewal is disabled and the service continues until the end of the current Billing Cycle; no refund is due because you will use the full remaining period.

Cancellations sent via WhatsApp or live chat should be confirmed by ticket or e-mail for audit purposes.

5. Cancellation by Crocky

We may cancel a service in the circumstances set out in our Terms and Conditions, including:

• Non-payment (as per Section 6.6 of the Terms);
• Breach of the Acceptable Use Policy;
• Fraud or suspected fraud;
• Legal or regulatory requirements.

In the case of cancellation by Crocky for breach on your part, no refund is due except where refund is mandatory under applicable law.

In the case of cancellation by Crocky for reasons not attributable to you (e.g. discontinuation of a service line), we will refund the pro-rata unused portion of pre-paid fees.

6. Effect of Cancellation on Data

6.1 Voluntary cancellation

On voluntary cancellation, Customer Content is deleted immediately and without the possibility of recovery. You must export any data you wish to keep before submitting the cancellation request.

6.2 Cancellation for non-payment

Where the service is terminated for non-payment, Customer Content is retained for 14 days after suspension (as set out in the Terms) and then permanently deleted.

7. Chargebacks

If you initiate a chargeback with your card issuer without first contacting us, we may:

• Suspend or terminate your account;
• Retain amounts owed for services already rendered;
• Report the chargeback to fraud prevention networks;
• Recover any chargeback fees from you.

We ask that you contact us at support@crocky.host first to resolve any payment issue before initiating a chargeback. Legitimate refund requests are always processed quickly.

8. Contact

• E-mail: support@crocky.host
• Ticket: https://crocky.host
• Postal address: S.C. CROCKY S.R.L., Strada Drăgăica nr. 5, sat Balasan, mun. Băileşti, jud. Dolj, 205101, Romania

9. Consumer Dispute Resolution

If you are a Consumer and are not satisfied with how a cancellation or refund has been handled, you may:

• Contact the Romanian consumer protection authority - ANPC (Autoritatea Națională pentru Protecția Consumatorilor), https://anpc.ro;
• Use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

Annex A - Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract.)