Refund policy

1. Scope, definitions and relationship with the other documents

1.1. This Policy sets out how prices are formed, the methods of payment, the moment from which a service is deemed to have been provided, the grounds for and the procedure of a refund, and the cases in which a refund is impossible.

1.2. The Policy is an integral part of the Terms of Service — for a Consumer Client, for a Retail Business Client and for an Other Client — and of the Distributor Agreement — for a Partner Client. On matters of payment and refunds, the provisions of this Policy prevail over the Provider's other documents, save where another document expressly refers to a specific clause of this Policy and provides otherwise. The Terms of Service are a public contract under Ukrainian law — one the provider undertakes to conclude with anyone who applies, on terms identical for all; the Distributor Agreement is not a public contract and is concluded in the manner established by that Agreement itself, so incorporating this Policy into it makes neither that Agreement nor this Policy a public contract in the part concerning a Partner Client.

1.3. The Provider — the individual entrepreneur — a natural person registered in Ukraine as an entrepreneur — whose particulars are set out on the Our Details page.

1.4. The Client — the person who orders the Provider's services. The extent of the right to a refund depends on two circumstances that are independent of one another: (a) whether the Client is a consumer, that is, a natural person who orders services for personal needs (art. 1 of the Law of Ukraine "On Protection of Consumer Rights" No. 1023-XII), and (b) whether it adhered to this Policy in connection with carrying on entrepreneurial activity (part 3 of art. 634 of the Civil Code of Ukraine). Those circumstances are not opposites: a person may not be a consumer and at the same time not have adhered to the Policy in connection with entrepreneurial activity. For the purposes of this Policy, Clients therefore fall into four categories:

1.4.1. Consumer Client — a natural person who orders services for personal needs not directly connected with entrepreneurial activity or with the performance of the duties of an employee (art. 1 of the Law of Ukraine "On Protection of Consumer Rights" No. 1023-XII). Section 6 of this Policy applies additionally to such relations. Law No. 1023-XII ceases to have effect on the day the Law of Ukraine "On Protection of Consumer Rights" No. 3153-IX enters into force (cl. 3 of section IX “Final and Transitional Provisions” of Law No. 3153-IX), which enters into force one year after the day of its publication but not earlier than the day martial law is terminated or lifted. From that day, every reference in this Policy to Law No. 1023-XII is to be read as a reference to the corresponding provisions of Law No. 3153-IX, and the extent of a Consumer Client's rights is determined by Law No. 3153-IX. The Provider undertakes to bring this Policy into conformity with Law No. 3153-IX before the day it enters into force; until that day, the provisions of this Policy that give a Consumer Client more rights than Law No. 3153-IX remain in force as an agreement of the parties.

1.4.2. Partner Client (purchaser) — a person who has concluded the Distributor Agreement with the Provider and orders services for resale to its own customers through the EPP interface. The legal form is irrelevant: a party to that Agreement may be a legal entity, an individual entrepreneur, or a natural person not registered as an entrepreneur, on the sole condition that they are able to perform section 11 of that same Agreement (its clause 3.6). The Law of Ukraine "On Protection of Consumer Rights" No. 1023-XII does not extend to such relations — not because of that person's form, but because the services are ordered for resale rather than for personal needs (art. 1 of that Law defines a consumer by the purpose of acquisition). Part 3 of art. 634 of the Civil Code of Ukraine applies to terms set out by the Provider in a standard form, and art. 627 of the same Code applies to a Partner Client who is a natural person and not an entrepreneur. No credit limit is granted to such a Partner Client (cl. 4.9.1).

1.4.3. Retail Business Client — a legal entity or an individual entrepreneur that orders services for its own needs in connection with carrying on entrepreneurial activity, on the Terms of Service, and is not a purchaser. Law No. 1023-XII does not extend to it either, and section 6 of this Policy does not apply to it. Clauses 4.4—4.7.1, 4.9—4.9.2, 4.10 and 4.11 of this Policy do not apply to it: tariff plans, the connection fee, the credit limit, suspension for an exhausted credit limit and penalty interest are provided for only by the Distributor Agreement. Clauses 4.9.3 and 4.9.4 (forced overdraft) apply to it in the same way as to any other Client. In every other respect it has the same rights to a refund as a Consumer Client, save for section 6.

1.4.4. Other Client — a person that is neither a Consumer Client nor a person that adhered to this Policy in connection with carrying on entrepreneurial activity. That category includes, in particular:

• a natural person who orders services otherwise than for personal needs and is not registered as an individual entrepreneur;
• a non-entrepreneurial society or institution — a civic organisation, a charitable organisation, a religious organisation, an association of co-owners of a multi-apartment building, a trade union;
• a person carrying on independent professional activity — an advocate, a notary, a private enforcement officer, an insolvency practitioner, a forensic expert;
• a budgetary institution, a state authority or a local self-government body.

Such a Client is not a consumer within the meaning of art. 1 of Law No. 1023-XII, so section 6 of this Policy does not apply to it. At the same time part 3 of art. 634 of the Civil Code of Ukraine does not apply to it either, and the terms of this Policy bind it on the general basis of freedom of contract (art. 627 of the same Code). The clauses listed in cl. 1.4.3 do not apply to it, and in every other respect the extent of its rights to a refund is the same as that of a Retail Business Client. This Policy does not deprive such a Client of the rights the law confers on it on grounds other than Law No. 1023-XII.

1.4.5. A separated subdivision of a legal entity (a branch, a representative office) cannot be a party to the contract: the contract is concluded by the legal entity itself, and the subdivision acts in its name under a power of attorney. The money on the balance, the right to have it refunded and the right to submit an application under section 9 belong to the legal entity; an application in its name is signed by its director or by a person whose authority has been evidenced (cl. 9.6).

1.5. A Client's category is determined by the Client's own statement, made when placing an order or sent to the Provider by email. The Provider records the category stated together with the record of acceptance of the terms — noting the date, the time and the account from which the statement was made — and states it on the settlement documents, so that the applicable regime is a recorded fact and not an assumption. As at the date this edition is approved there is not yet a separate field for the Client's category in the control panel, so the statement is recorded in the particulars of the account and in the correspondence; once such a field exists, it is recorded there. Until the Client has stated otherwise in writing, the Provider proceeds on the basis that the order is being placed by a natural person for personal needs, and applies section 6; the burden of proving the contrary rests with the Provider.

1.6. Registry — the person that maintains the register of the relevant domain zone and directly performs operations on domain names: the administrator of the public domain and/or the operator of the register within the meaning of the Regulations of the zone concerned. The Provider is not a registry.

1.7. Balance — the remainder of money, recorded by the Provider, that has been paid by the Client in advance and is intended to pay for the Provider's services.

1.8. Operation — an individual act on a domain name (registration, renewal of the term, transfer from another registrar or to another registrar, change of particulars, restoration, withdrawal of delegation) that the Provider transmits to the registry on the Client's instruction.

1.9. Tariff plan — the set of terms that determine the amount of the connection fee, the minimum advance and the percentage of the Provider's commission. Tariff plans are provided for only by the Distributor Agreement and apply only to a Partner Client.

1.10. Message Queue — the queue from which the Client receives the results of operations and the Provider's notifications. Technically it is implemented by the poll command of the EPP protocol. Only the term "Message Queue" is used hereafter.

1.11. Identifier of the operation (technically, the svTRID) — the value the Provider assigns to the operation, which the Client receives in the response to every command; an operation is established by it in the Provider's logs, in the itemisation and in the settlement documents. The identifier the Client assigned to the command (the clTRID) is accepted in addition, but on its own may not be enough to find the operation: it is not unique in the Provider's systems, because the Client chooses it. What both identifiers are made of is described in clause 7.3 of the Our Details page. Only the term "identifier of the operation" is used hereafter.

1.12. Public Domain Regulations — the document the edition in force of which is published by the operator of the register of the .UA domain, HOSTMASTER LLC, on the Internet at https://hostmaster.ua/policy/2ld.ua. The Provider neither makes nor changes that document.

1.13. .UA Domain Name Dispute Resolution Policy (.UA-DRP) — the policy the edition in force of which is published by the administrator of the .UA domain on the Internet at https://hostmaster.ua/policy/ua-drp; disputes under it are heard by the Arbitration and Mediation Center of the World Intellectual Property Organization.

1.14. The edition of the registries' documents and the keeping of copies of them. The edition of the documents referred to in cl. 1.12 and 1.13 and in the list of rules of the domain zones (Terms of Service, clause 2.15) that applies to an operation is the edition that was in force at the moment that operation was performed. The Provider has no contractual right to require a registry to give advance notice of a change to such documents and cannot guarantee the Client that their edition will remain unchanged (cl. 13.4). From the date this edition of the Policy enters into force, the Provider keeps a dated copy of every edition of those documents in force during the period in which it performed operations, and supplies such a copy to the Client on its request within the period established by cl. 9.3; as regards editions in force before that date, the Provider supplies the copy that is in its possession and states the address of official publication of the document.

2. Prices, currency and taxes

2.1. Prices are set and recorded in hryvnia. The balance and all settlements for operations are maintained exclusively in hryvnia.

2.2. The cost of an operation is a single final sum, set by the Client's tariff plan in force and published in the Price List (cl. 2.7). That sum covers the fee that the registry charges the Provider for the operation concerned, the mandatory taxes and levies the Provider pays on every hryvnia it receives, and the Provider's remuneration. The amount of the fee that the registry charges the Provider for an operation is the registry's confidential information and is not stated in public materials; that information belongs to the registry and may not be disclosed without its prior written consent. The method of calculating the cost of an operation for a Partner Client is set out in cl. 9.1 of the Distributor Agreement. This does not limit the Client's right to obtain a full itemisation of the sum it has itself paid (section 12).

2.3. If the registry charges the Provider no fee for an operation, that operation is free of charge for the Client as well: the Provider's remuneration is calculated from that fee, so where the fee is nil the remuneration is nil.

2.4. The Provider is on the simplified taxation system (group three, chapter 1 of section XIV of the Tax Code of Ukraine). The Provider is not registered for value added tax, so no VAT is charged on the cost of the Services: no amount of value added tax is added to the published price, either when an order is placed or when an invoice is issued. VAT invoices (the tax documents that entitle a buyer to a VAT credit in Ukraine) are not issued. These particulars are given in fulfilment of the seventh paragraph of part one of art. 7 of the Law of Ukraine "On Electronic Commerce" No. 675-VIII (part one of that article is divided into paragraphs, not into numbered clauses), which requires it to be stated whether tax is included in the price.

2.5. The price of an operation in hryvnia is final and is not revised once it has been fixed. The price in force at the moment the funds for the operation are reserved (cl. 2.7) is fixed in the itemisation of that operation and remains unchanged thereafter, including when an invoice and an act are issued: no recalculation — neither in the Provider's favour nor in the Client's — is made after that moment. The way in which the Provider determines its own costs of an operation, and the terms of its settlements with the registries, do not form part of the content of its obligation to the Client and are not stated in this Policy (cl. 2.2). This does not concern the Client's payments received in a foreign currency: the official rate of the National Bank of Ukraine applies to their crediting to the balance (cl. 3.2), and cl. 11.5 applies to their return.

2.6. Settlements are made to the precision of one kopiyka. Rounding is applied to the total amount of the operation.

2.7. The prices and tariff plans in force are published in the Price List at https://namespace.com.ua/pricing. The price of an operation is determined at the moment the money for that operation is reserved and is not revised by a subsequent change to the Price List (cl. 13.6).

2.8. The procedure for changing prices and tariffs is set out in section 13.

2.9. Free price check. Before performing an operation the Client has the right to find out its current price free of charge — by the price-check command in the EPP interface or by writing to the address for financial enquiries (cl. 9.1). Such a check is not a chargeable operation and does not reduce the balance. It reports the price in force at the moment of the check and fixes no price for the future: a price is fixed only at the moment the money for an operation is reserved (cl. 2.7). Transfer of a domain name from another registrar is an exception: the Provider uses the price reported when the transfer application was submitted as a ceiling, and if the price has risen by the moment the transfer completes, the operation is rejected and no money is debited.

2.10. Premium domain names. A registry classifies certain domain names as premium and sets its own fee for each operation on them, different from the ordinary fee for the zone concerned. The cost of an operation on such a name is calculated under the general rule in cl. 2.2 and published in the Price List; the price applied is the one in force at the moment the funds for the operation are reserved (cl. 2.7). A Client planning an operation on a premium name for a substantial sum may notify the Provider in advance at the address for financial enquiries; if the registry refuses to perform the application on grounds relating to the state of the Provider's own settlements with it, cl. 7.2.1 applies.

3. Payment methods and the moment a payment is received

3.1. Payment is made exclusively by bank transfer to the Provider's current account. The details of the accounts — hryvnia, US dollar and euro — are set out on the Our Details page and on the invoice. The Provider does not accept cash and does not accept payment cards directly; a transfer that a payer makes from its own payment card or in its own bank's application to the Provider's current account is an ordinary transfer and is not intermediated by any payment agent of the Provider. An invoice issued in hryvnia is paid to the hryvnia account; an invoice issued in a foreign currency is paid to the corresponding foreign-currency account named on the invoice itself.

3.2. A payment is deemed received by the Provider from the moment the money is credited to its account. Until that moment the balance is not topped up and chargeable operations remain unavailable. The time a payment takes depends on the bank or payment operator and is not controlled by the Provider. Crediting to the balance is done automatically from the bank statement, as a rule within 30 minutes of the money reaching the Provider's account; the Provider does not guarantee that time. A payment received in a foreign currency is credited to the balance in hryvnia at the official rate of the National Bank of Ukraine set for the date the money was credited to the Provider's account (cl. 292.5 of art. 292 of the Tax Code of Ukraine); the rate applied is retained with the record of the payment and stated in the itemisation.

3.3. Transfer charges, including on international transfers. Each party bears its own bank's fees. That rule means the following:

3.3.1. A payment by the Client to the Provider. The payer bears its own bank's fee and the fees of correspondent banks. Those fees reduce the sum that actually reaches the Provider's account; the sum that arrives is precisely the sum credited to the balance. The fees withheld never reach the Provider and are not refunded by it (cl. 8.8). So that the full amount of the invoice is credited to the balance, an international payment should be sent with all bank charges borne by the payer — the "OUR" instruction in the payment order. If fees have been withheld from the transfer, the Client pays the difference between the invoice amount and the sum credited by a separate payment; until that difference is paid, the available balance may prove insufficient to pay for an operation (cl. 4.8).

3.3.2. A refund by the Provider to the Client. The Provider bears its own bank's transfer fee and does not deduct it from the sum refunded: the sum is transferred in full (cl. 11.4). The fees of correspondent banks and of the recipient's bank, which those banks withhold from an international transfer, do not depend on the Provider, are not compensated by it and are not covered by the sum refunded. A Client wishing to avoid such deductions may state in its application the details of an account held in hryvnia at a bank in Ukraine; the Provider acts on such an application on the same terms and within the same periods.

3.3.3. The Provider establishes no fee, charge or deduction of its own for receiving a payment or for making a refund.

3.4. A payment must carry particulars that allow the payer and the account to which the money is to be credited to be identified unambiguously. A ready-made payment purpose line — with the invoice number, the name of the service and the identifier of the account (clID) — is printed on the invoice itself; it need only be copied. Crediting to the balance is done by matching the payment purpose against the identifier of the account or against the invoice number; a payment that cannot be matched is not credited to the balance and is held pending investigation (cl. 10.3). The consequences of a payment being impossible to identify are set out in section 10.

3.5. The Provider does not require from the Client, beyond what is needed to make and identify the payment, particulars without which it is impossible to conclude and perform the contract (part 4 of art. 7 of the Law of Ukraine "On Electronic Commerce" No. 675-VIII).

3.6. A payment must make it possible to establish unambiguously which account it was made for. Another person may pay for the Client (article 528 of the Civil Code of Ukraine), provided the payment purpose shows the account or the invoice number. A payment for which the account cannot be established is not credited to the balance and is returned to the payer in the manner set out in section 10. A person who has paid for the Client does not become a party to the contract, acquires no rights in respect of the balance, and may demand neither the Services nor a refund. For a Partner Client an additional restriction applies: the Provider accepts payments neither from its resellers, nor from its registrants, nor from its other customers — a Partner Client conducts settlements with them itself and in its own name (clause 11.7.4 of the Distributor Agreement). The first payment, by which a Partner Client accepts that Agreement, is in every case made from the applicant's own account.

3.7. Restrictions imposed by sanctions legislation. The Provider does not effect a payment, does not credit money to a balance and does not transfer money in a refund where this is prohibited by the sanctions legislation of Ukraine, or where the Provider's bank refuses to carry out the operation on that ground. In that case the Provider notifies the Client without delay of the refusal and of its ground, to the extent that notification is not prohibited by law, and the money remains in the account until the obstacle is removed or until it is returned to the payer. The periods in section 9 do not run while such a prohibition is in effect. The Provider introduces no verification procedures of its own beyond those carried out by its bank, and promises none.

4. Balance, advance, connection fee and credit limit

Scope of this section. Clauses 4.4—4.7.1, 4.9—4.9.2, 4.10 and 4.11 concern a Partner Client alone: tariff plans, the minimum advance, the connection fee, the credit limit, suspension for an exhausted credit limit and penalty interest are provided for only by the Distributor Agreement. Clauses 4.9.3 and 4.9.4 (forced overdraft) concern every category of Client. A Consumer Client, a Retail Business Client and an Other Client are not offered tariff plans and are granted no credit (cl. 10.7 of the Terms of Service). Clauses 4.1—4.3 and 4.8 concern every category of Client, save for the provisions of cl. 4.8 on the low-balance threshold, which concern a Partner Client alone.

A separate statement about a negative balance. The assertion "only a Partner Client can have a negative balance" would be untrue, and this Policy does not make it. A Client of any category, including a natural person, may come to have a negative balance — but in one case only, and not by the Provider's will: where the registry has itself carried out an automatic renewal of a registration term that nobody ordered and that the Provider could neither decline nor cancel (cl. 4.9.3 and cl. 8.9). A credit limit (cl. 4.9) and a forced overdraft (cl. 4.9.3) are two different things with different rules, and this Policy does not conflate them.

4.1. Money credited to the balance is prepayment for the Provider's services. Until it is debited for a specific operation it remains the Client's money. The legal basis is art. 6 of the Civil Code of Ukraine (acts of civil legislation and the contract) and art. 627 of the same Code (freedom of contract).

4.2. Money on the balance is not electronic money, is not used for settlements with third parties, and may be applied solely to payment for the Provider's services or returned to the Client in the manner set out in section 11.

4.3. The balance has no expiry date. An unspent remainder is not annulled and is not written off by the Provider for want of activity.

4.4. The minimum advance provided for by a Partner Client's tariff plan is not a fee and is not retained by the Provider. It is credited in full to the Client's balance, is spent on paying for operations on the same footing as any other money, and is refundable in the manner set out in section 11.

4.5. The connection fee is a one-off fee for creating an account, generating and issuing the credentials for access to the EPP interface, and providing access to the OT&E test environment. That service is deemed to have been provided in full from the moment the Client is given the credentials and the access; the sum paid for it is not refundable (cl. 8.6). The connection fee is not credited to the balance. The connection fee is charged once for the whole duration of the contract: it is not charged again on a subsequent change of tariff plan, including a move to a plan with a higher minimum advance. Its amount is set by the Price List (cl. 2.7).

4.6. A change of a Partner Client's tariff plan. The grounds for and the conditions of moving to another tariff plan, including the conditions for keeping it, are set out in section 9 of the Distributor Agreement; this Policy determines only the monetary consequences of such a move:

4.6.1. the new commission rate applies to the first operation whose money is reserved after the change is entered in the Platform;

4.6.2. an operation whose money has already been reserved keeps its price even if the plan changed before it completed: the sum is fixed at the moment of reservation and is debited in exactly the sum fixed (cl. 2.7 and cl. 13.6);

4.6.3. a change of plan has no retrospective effect: the cost of services already provided is not recalculated, either in the Provider's favour or in the Client's, and no difference on past operations is refunded;

4.6.4. moving to a plan with a lower minimum advance does not require the balance to be brought up to any particular sum, while moving to a plan with a higher minimum advance takes effect from the moment the remainder of the balance reaches that minimum advance.

4.7. A withdrawal of money from the balance is not in itself a ground for changing the tariff plan and does not bring about an immediate move of the Partner Client to a plan with a higher commission. If a ground for moving to another plan has nonetheless arisen under section 9 of the Distributor Agreement, such a move is made only in the manner established by that section — with a warning and with a period allowed to remove the ground — has no retrospective effect (cl. 4.6.3) and may not worsen the terms as compared with the plan on which the Partner Client was admitted to the Platform.

4.7.1. A note on a nil minimum advance. Where a Partner Client's tariff plan provides for a minimum advance of UAH 0.00, that means only that no advance is required on connection. No chargeable operation is performed while there is not enough money on the balance to pay for it: such an operation is rejected immediately (cl. 4.8) and does not wait for a top-up.

4.8. If the available balance — taking account of the credit limit, where one has been granted — is insufficient to pay for a particular operation, that chargeable operation is rejected immediately, with the corresponding error code. It is not retained in a pending-payment state and is not performed automatically once the balance is topped up: after topping up, the Client submits it again. The low-balance threshold is a warning level only: it does not block operations and is not a contractual event. The threshold is set individually for each Partner Client, in any amount, on its application, and may be changed at any time by writing to the address for financial enquiries. The warning is sent to the address for financial notices stated in the account, is duplicated as a message in the Message Queue; it is sent no more than once every twenty-four hours for as long as the remainder stays below the threshold. If a Partner Client has not set a threshold, no warnings are sent, and it monitors the remainder itself. Rejection of an operation because of insufficient funds is not a failure of performance by the Provider and is not a ground for compensation, including where the domain name was registered by another person as a result of such rejection.

4.9. A credit limit is a service that the Provider itself grants. A credit limit is a deferral of payment for the Provider's own services, granted on a Partner Client's application and by decision of the Provider, that is, known in advance both in amount and in the time at which it arises. It is not a financial service and is not granted in any form other than a deferral of payment for the Provider's services. The conditions on which it is granted, the criteria, the size, the period for repayment and the grounds for cancelling it are set out in clauses 10.5—10.8 of the Distributor Agreement; those conditions are the same for every Purchaser that meets them.

4.9.1. A credit limit is granted solely to a Partner Client, that is, to a legal entity or an individual entrepreneur. No deferral of payment is granted, in any amount, to a Consumer Client, to an Other Client or to any natural person who is not an entrepreneur (cl. 10.7 of the Terms of Service). The Provider does not grant a deferral to a natural person on that person's application, predictable in amount and in time, so as not to transfer to the Client the legal consequences that the legislation attaches to consumer credit.

4.9.2. Consequences of exhausting the credit limit. Where the credit limit is used up in full, access to chargeable operations is suspended automatically, and once the debt is cleared to a level below the limit it is restored automatically, without a separate application. Debt arising on the ground set out in cl. 4.9.3 is not counted towards the exhaustion of the limit, and that exception is not limited by any period: when the credit limit is tested, the amount of such charges still outstanding is added back to the balance and it is that increased figure which is compared with the limit. The exception operates until the balance first becomes non-negative; from that moment those charges are treated as discharged (cl. 10.7.1 of the Distributor Agreement).

4.9.3. A forced overdraft is neither credit nor a service. A negative remainder on the balance may arise without any application by the Client and without any decision of the Provider — where the registry has itself carried out an automatic renewal of the registration term of a domain name (cl. 8.9), invoiced the Provider for it, and the Provider had no means either of declining such a renewal or of cancelling it. In that case:

• the Client's obligation is to reimburse the cost of the operation the registry performed, not to repay credit granted to it; the ground is a service actually provided (art. 903 of the Civil Code of Ukraine), and the period for paying for it is set out in cl. 12.6 of the Terms of Service for a Consumer Client, a Retail Business Client and an Other Client, and in cl. 12.6.4 of the Distributor Agreement for a Partner Client;
• this Policy establishes no permitted size of negative remainder: a forced overdraft is not a limit, is not granted, is not agreed, and is not predictable either in amount or in the time at which it arises;
• no interest, commission or charge for the use of money accrues on the amount of a forced overdraft, in any amount;
• it may arise for a Client of any category, including a natural person, and is in no way an exception to the prohibition on credit established by cl. 4.9.1;
• the obligation to pay arises irrespective of the state of the account, including where access to the account was blocked at the moment of the renewal, in particular on the Client's own application.

4.9.4. Legal characterisation of a forced overdraft. The Law of Ukraine "On Consumer Lending" No. 1734-VIII does not extend to an unauthorised overdraft, that is, to an excess over the sum of an operation carried out on an account which is not predictable in amount or in the time at which it arises (cl. 6 of part 2 of art. 3 of that Law). A negative remainder under cl. 4.9.3 is precisely that. At the same time, the provisions on the settlement of overdue debt always apply — to such an overdraft as well (the first paragraph of part 2 of art. 3 of that Law): in particular the requirements of art. 25 of that Law on interaction with a debtor (the requirements as to ethical conduct). The Provider complies with them. The Provider does not engage collection companies in the settlement of such debt: under part 2 of art. 12 of that Law such a right must be expressly provided for by the contract, and this Policy does not provide for it and will not.

4.10. If a Partner Client does not clear a negative balance within the period set, the Provider has the right to suspend the performance of operations until the debt is cleared in full. This right is contractual and is based on art. 627 of the Civil Code of Ukraine (freedom of contract) and on part 3 of art. 538 of the same Code, under which, where one party has failed to perform its obligation, the other party has the right to suspend performance of its own. Art. 651 is not cited here: it concerns the alteration and rescission of a contract, not the suspension of its performance. The Provider applies no statutory sanctions unilaterally in doing so and invokes none: the right stated is purely contractual and flows only from those two articles of the Civil Code of Ukraine. The procedure for suspension — including the facts that it occurs automatically and that notice is sent at the moment of suspension — is set out in sections 10 and 14 of the Distributor Agreement. A negative remainder made up solely of a forced overdraft (cl. 4.9.3) is not a ground for suspension, and that exception is not limited by any period (cl. 10.7.1 of the Distributor Agreement and cl. 4.9.2 of this Policy). Suspension does not extend to the issue of a transfer code or to confirming the transfer of a domain name to another registrar (cl. 11.7).

4.11. For delay in clearing a negative balance, a Partner Client pays, at the Provider's demand, penalty interest (a penalty accruing for each day of delay) at twice the discount rate of the National Bank of Ukraine in force during the period for which the penalty is payable. That rate is set by law — by the second paragraph of part 3 of art. 549 of the Civil Code of Ukraine, added by the Law of Ukraine No. 4196-IX of 09.01.2025 — and applies without a separate agreement; this Policy establishes no penalty rate of its own and none higher (a contract may set only a lower rate). The same rate is also the ceiling under art. 3 of the Law of Ukraine "On Liability for the Late Performance of Monetary Obligations" No. 543/96-VR. The Provider does not accrue the penalty automatically: it is calculated and presented by a separate written demand. A claim for a penalty is subject to a limitation period of one year (cl. 1 of part 2 of art. 258 of the Civil Code of Ukraine). References to the provisions of the Commercial Code of Ukraine do not apply, since that Code ceased to have effect on 28.08.2025 under the Law of Ukraine No. 4196-IX. A penalty interest is not a charge for the use of money: it accrues only for delay in payment after the period set for paying the corresponding invoice has expired, and does not accrue on the amount of a forced overdraft (cl. 4.9.3) before that period expires. This clause does not apply to a Consumer Client, to a Retail Business Client or to an Other Client (clauses 1.4.3, 1.4.4 and cl. 10.7 of the Terms of Service).

5. The moment a service is provided

This section is decisive for all the subsequent sections on refunds.

5.1. The Provider is not a registry, does not maintain a register and does not create objects in it. The Provider's obligation is to transmit the Client's duly completed application to the registry and to pass the registry's response to the Client. The Provider cannot guarantee, and does not guarantee, that a particular domain name will be registered.

5.2. An application is deemed accepted for processing from the moment the registry's registration system issued the Provider with a confirmation of its acceptance (cl. 6.3 of the Public Domain Regulations).

5.3. Processing of an application by a registry is not instantaneous. For domain zones covered by the Public Domain Regulations, the time taken to process an application may not exceed 120 hours (cl. 6.4 of the Regulations). The operator of the register and the administrator of the public domain must be distinguished: the administrator sets the rules of the zone and grants the registrar the right to work in it, while the operator of the register technically runs the registration system; one and the same person may perform both roles, and different zones may be served by different registration systems. The 120-hour limit is established by the Regulations, not by a contract with any particular administrator or operator, and its application is not confined to the zones of any one of them: the Regulations apply to every zone whose administrator's contract expressly refers to them, including as supplemented by the regulations of the zone concerned. For zones not covered by the Public Domain Regulations, the time for processing an application is established by the rules of the zone concerned and is stated on the zones page at https://namespace.com.ua/zones (cl. 13.5 of the Terms of Service).

5.4. An operation may be accepted by the Provider's platform asynchronously: the Client immediately receives a response that the operation has been accepted for processing, while the final result arrives later. Acceptance of an operation for processing is not a confirmation of registration or of the performance of the operation, and the Provider does not present it as performance.

5.4.1. The channels through which the result of an operation arrives, and which of them is decisive. The result of an operation arrives through two channels: the Message Queue (cl. 1.10) and email — Message Queue messages are duplicated by a message to the address stated in the account, in the Client's language of service. The Message Queue is decisive: it is the standard channel of the EPP protocol, whose state the Provider maintains and can confirm. Email is duplication; its non-delivery affects neither the fact of notification nor the running of any period under this Policy, since the delivery of a message depends on the recipient's mail server. This does not concern notices for which this Policy or the Terms of Service expressly require dispatch by email (in particular the notices under clauses 6.1 and 8.9.3) — those are governed by the rules of the clause concerned.

5.5. A service relating to an operation on a domain name is deemed to have been provided from the moment the registry confirmed that the operation concerned had been performed. From that moment the result of the service is irreversible: the registry does not cancel performed operations and does not return to the Provider the fee it has charged for them. At the same time, from the moment the application is transmitted to the registry the Provider has done everything that depends on it, and can no longer stop performance (cl. 5.6); the consequences of a declaration of rescission received after that moment are set out in cl. 6.6.3.

5.6. An application is transmitted to the registry automatically once the money has been reserved on the balance. The reservation becomes a debit from the moment referred to in cl. 5.5 and, if the operation is not performed, is released (cl. 7.2). There is no technical means of withdrawing an application after it has been transmitted to the registry.

5.7. Services not connected with operations in the register (connection, access to the control panel, to the EPP interface, and to the OT&E test environment) are deemed to have been provided from the moment the corresponding access is granted.

5.8. The factual circumstances of an operation — the time it was accepted, the content of the application transmitted, the registry's response and the amount debited — are established from the logs of the Provider's platform. An operation is established by its identifier (cl. 1.11), which the Client receives in the response to the command and sees in the itemisation. Those records are evidence within the meaning of procedural law and do not deprive the Client of the right to adduce any other evidence. The retention periods of the logs are set out in cl. 7.2 of the Privacy Policy:

• the log of EPP protocol commands sent and received, and the object change history — 1,095 days;
• the log of the actions of the Provider's operators — 1,825 days;
• the Message Queue and service notifications — 1,095 days;
• technical traces — 7 days.

The period of 1,095 days equals the general limitation period of three years (art. 257 of the Civil Code of Ukraine), that is, a log is kept for at least as long as the Client has the right to bring proceedings in respect of the operation concerned. Records of payments, debits and settlement documents are kept indefinitely (cl. 12.6).

6. The Consumer Client's right to rescind a distance contract

6.1. After an order has been placed and before the provision of the service begins, the Provider sends the Client, to the email address stated in the account, a confirmation of the electronic transaction. Part 11 of art. 11 of the Law of Ukraine "On Electronic Commerce" No. 675-VIII requires such a confirmation to contain: the terms and procedure for the exchange (return) of goods or for refusal of the work or service; the name of the Provider, its place of business and the procedure for the receipt of claims; guarantee obligations and information about other services connected with the maintenance or repair of a good or with the performance of work or the provision of a service; and the procedure for rescinding the contract, where its term is not defined. The Provider states all of those particulars in the confirmation and, where an item has no subject matter in its services (exchange of goods, their maintenance and repair), says so expressly. For a Consumer Client the confirmation additionally:

6.1.1. repeats the information required by part 2 of art. 13 of Law No. 1023-XII — the name of the Provider, its place of business and the procedure for the receipt of claims; the principal characteristics of the service; the price and the terms of payment; guarantee obligations and other related services; other terms of performance of the contract; the minimum duration of the contract if it provides for services to be supplied periodically; the period for which offers are accepted; and the procedure for rescinding the contract. The list of that information and where it is disclosed are also set out in cl. 3.7.1 of the Terms of Service. Part 1 of art. 13 imposes no information duty — it lists the contracts to which the article does not apply;

6.1.2. contains, as a separate sentence, the warning of the loss of the right of rescission once the service has been provided in full by electronic means of communication with the Consumer Client's consent (cl. 1 of part 5 of art. 13 of Law No. 1023-XII);

6.1.3. is sent by electronic message, that is, in the manner provided for by part 3 of art. 13 of that Law, and the Provider retains proof that it was sent together with its exact text (cl. 6.5).

The Provider does not accept payment and does not transmit an application to the registry until the confirmation under this clause has been sent. If the confirmation is not sent, or does not meet the requirements of part 3 of art. 13, the period under cl. 6.2 and the consequences under cl. 6.6.3 apply.

6.2. A Consumer Client has the right to rescind a distance contract within 14 days of the day it received the confirmation of information (part 4 of art. 13 of the Law of Ukraine "On Protection of Consumer Rights" No. 1023-XII). If the confirmation of information does not meet the requirements of part 3 of art. 13 of that Law — that is, if the fact that the information was given is not evidenced in writing or by electronic message — that period is 90 days. If the confirmation of information is corrected within that period, the right of rescission subsists for 14 days from the day the corrected confirmation is received.

6.3. That right does not extend to the case provided for by cl. 1 of part 5 of art. 13 of that Law. That provision has two limbs, both of which must be present at once: (a) the provision of a service by electronic means of communication with the consumer's consent, having occurred before the rescission period expired, and (b) "of which the consumer was informed in the confirmation of information". If either is absent, the right of rescission subsists. An operation on a domain name is performed exclusively by electronic means of communication, and the moment from which the service is regarded as provided is set out in cl. 5.5; until the application is transmitted to the registry the right of rescission subsists in full (cl. 6.6.1). Moreover, part 5 of art. 13 opens with the words "unless the contract provides otherwise", that is, it lays down rules which a contract may vary in the consumer's favour; the Provider does not vary them to the consumer's detriment. Clause 3 of part 5 of art. 13 does not apply to operations on domain names: it concerns a good manufactured or processed to the consumer's order which cannot be sold to other persons, or can be sold only at a substantial financial loss to the seller (provider), whereas the subject matter of the contract is a service and a domain name is not a good (cl. 5.1).

6.4. Therefore, before making payment, the Consumer Client, by a separate act distinct from accepting this Policy as a whole:

6.4.1. gives consent to the provision of the service beginning immediately, before the expiry of the 14-day period for rescinding the contract; and

6.4.2. confirms that it has been warned of the loss of the right of rescission once such a service has been provided in full.

6.4.3. In addition, the warning of the loss of the right of rescission is repeated in the confirmation of information itself (cl. 6.1.2), because cl. 1 of part 5 of art. 13 of Law No. 1023-XII requires that notice of it be given there (cl. 6.3). A declaration in the order form does not substitute for that requirement.

6.4.4. While the corresponding order form is unavailable, the acts under cl. 6.4.1 and 6.4.2 are performed by separate sentences in the application sent by email, the wording of which the Provider supplies in its reply to the Client's enquiry made before the order is placed (cl. 3.4 and cl. 20.4 of the Terms of Service).

6.5. The performance of the acts provided for by cl. 6.4 is recorded by the Provider as evidence, together with the date, the time, the edition of the document the Client agreed to, the account under which they were performed, and the exact text of the warning in the edition that was shown to the Consumer Client. Those acts are not a condition of placing the order: if for any reason only one of them is recorded, the order is still placed and performed, and the Consumer Client retains the right of rescission within the period under cl. 6.2, with the consequences set out in cl. 6.6. This matches cl. 20.4 of the Terms of Service.

6.6. The consequences of a declaration of rescission depend on the stage at which it is received:

6.6.1. if, at the moment the declaration is received, the application has not yet been transmitted to the registry — the money debited for the operation is returned to the balance in full;

6.6.2. if the application has been transmitted but the registry has refused to perform it or has not performed it — cl. 7.2 applies, that is, the money is returned to the balance in full irrespective of the declaration of rescission;

6.6.3. if, at the moment the declaration is received, the application has already been transmitted to the registry — it cannot be withdrawn (cl. 5.6), and the consequences are determined by the registry's response. If the registry refuses or does not perform the operation, cl. 6.6.2 applies. If the registry confirms the performance of the operation, the service has been provided in full, and the right of rescission is lost under cl. 1 of part 5 of art. 13 of Law No. 1023-XII, provided that the Consumer Client was warned of the loss of that right in the confirmation of information (cl. 6.1.2, cl. 6.3 and cl. 6.4.3). If no such warning was given in the confirmation, the right of rescission subsists for the period under cl. 6.2 and the money is returned to the balance in full;

6.6.4. Period for the return of the money. Money is returned to the balance immediately, and no later than the next working day after the day the declaration is received or, in the case of cl. 6.6.3, after the day the registry's response is received. If the Consumer Client has also asked for the money to be withdrawn to a bank account, the periods in section 9 apply; in that case the total period from the day the declaration of rescission is received to the day the money is transferred never exceeds 30 days (part 4 and part 6 of art. 12, applied by part 7 of art. 13 of Law No. 1023-XII). The Consumer Client is informed that, for a breach of that period, part 9 of art. 12 of that Law provides for a penalty of one per cent of the value of the service for each day of delay.

6.7. The unspent remainder of the balance does not fall under this section. Money on the balance is not a service provided but a prepayment, and it is therefore returned in the manner set out in section 11 irrespective of the periods established by art. 13 of Law No. 1023-XII and irrespective of whether any operations were performed earlier.

6.8. This section does not apply to a Partner Client, to a Retail Business Client or to an Other Client, but for different reasons. A Partner Client and a Retail Business Client order services in connection with carrying on entrepreneurial activity, so Law No. 1023-XII does not extend to those relations (art. 1 of that Law), and the terms of this Policy have been accepted by them in the manner set out in part 3 of art. 634 of the Civil Code of Ukraine. An Other Client (cl. 1.4.4) is not a consumer within the meaning of art. 1 of that Law, so no right to rescind a distance contract arises for it; at the same time part 3 of art. 634 does not apply to it, and the terms of this Policy bind it under art. 627 of the same Code.

7. Grounds for a refund

7.1. As a general rule, money is returned to the Client's balance. Withdrawal of money from the balance to a bank account is carried out separately, in the manner set out in section 11.

7.2. The registry has refused to perform the operation, or the operation has not been performed. The amount debited for such an operation is returned to the balance in full, including the Provider's remuneration. Part 2 of art. 903 of the Civil Code of Ukraine gives a provider the right to reasonable payment where performance of the contract has become impossible through no fault of its own; a refusal by the registry is precisely such an impossibility, but the Provider does not exercise that right and returns the whole amount debited. The money is released automatically at the momenthe moment the operation resolves — when the registry's final response arrives, or a message about that object arrives in the Message Queue. A reservation held by an operation that is still running is not released by any timer: while the operation is in progress the funds behind it stay reserved for as long as it takes, because otherwise the operation would be performed unpaid. Separately from that, the platform releases orphaned reservations every five minutes — those with no operation behind them at all (a failure between reserving and sending the application) and with nothing charged or released against them; such a reservation is released once an hour has passed since it was made. No separate application by the Client is needed for this.

7.2.1. A refusal by the registry caused by the state of the Provider's own settlements. If the registry has refused to perform an application on grounds relating to the account or the contract of the Provider itself with that registry (in particular insufficient funds in the Provider's account at the registry, or the blocking of its contract), the Provider has the right to re-transmit the application once that circumstance has been removed, retaining the sum reserved. That re-transmission happens automatically as soon as sufficient funds appear on the Provider's account: nothing is required of the Client, the application stays live and does not need to be submitted again — a second application for the same domain name is refused while the first is still running, and the amount reserved for it is released at once. In that case the Provider is obliged to complete the application, or finally notify the Client that it has not been performed, no later than 24 hours from the first such refusal (the same period is set by clause 7.5.1 of the Distributor Agreement); once that period expires, the sum reserved is released in full and the Client is notified that the application has not been performed. No remuneration of the Provider is charged for such an application in any circumstances. At the Client's request the Provider states that the cause of the delay concerns the Provider and not the application; it does not thereby disclose any particulars of the state of its settlements with the registry. That circumstance is not a circumstance beyond the Provider's control, and it does not affect the periods and rights established by section 6.

7.3. The result of the operation is undetermined. If the registry's response is not received within the period stated in cl. 5.3, or the connection with the registry was interrupted before the response was received, the operation is placed in a reconciliation state. The amount debited is not used by the Provider until the result is established. If the reconciliation shows that the operation was performed, the service is deemed to have been provided (cl. 5.5); if it shows that the operation was not performed, cl. 7.2 applies. The Provider completes the reconciliation no later than 24 hours from the moment the operation is placed in the reconciliation state; if the registry is unavailable for longer, that period is extended by the time of its unavailability, of which the Client is notified. In any event, if the reconciliation has not been completed within five working days, the sum reserved is released in full and the operation is treated as not performed; if it is later established that the operation was performed, the Provider has the right to debit its cost at the price fixed at the moment the application was submitted, having first notified the Client.

7.4. Double debit or a technical error of the Provider. The money is returned to the balance in full. Where the Provider discovers the error, the refund is made without any application by the Client. No separate automated mechanism for detecting double debits has been put in place, so the Provider does not assert that it will discover every such error before the Client does; an application by the Client is considered in the manner set out in section 9 and does not extend the refund period.

7.5. An erroneous or excess payment — in the manner set out in section 10.

7.6. The unspent remainder of the balance — in the manner set out in section 11.

7.7. A unilateral change by the Provider to prices or to the terms of this Policy — the Client has the right to terminate the contract before the changes enter into force and to receive the unspent remainder of the balance in the manner set out in section 11 (cl. 13.5).

7.8. The amount refunded on any of the grounds in this section does not exceed the amount actually paid by the Client for the operation concerned. This limitation does not extend to cases of intentional breach of an obligation (part 3 of art. 614 of the Civil Code of Ukraine), does not exclude or limit the Client's right to claim compensation for losses in the manner established by law, and does not limit the rights of a Consumer Client under the Law of Ukraine "On Protection of Consumer Rights" No. 1023-XII.

8. When a refund is impossible

This section explains the reason, not merely the prohibition. For most of the cases listed, the reason is the same: the registry has already charged the Provider for the operation performed and does not return that charge, and the result of the operation cannot be undone.

8.1. The operation has been performed and confirmed by the registry. The service has been provided in full (cl. 5.5) and the customer is obliged to pay for it (art. 903 of the Civil Code of Ukraine). For a Consumer Client, no right of rescission arises, on the basis of cl. 1 of part 5 of art. 13 of Law No. 1023-XII — subject to the condition set out in cl. 6.6.3.

8.2. Early termination of delegation or deletion of a domain name at the Client's own demand. The registration term paid for is not recalculated and the unused part of it is not refunded: the registry does not return the fee for the unused term. A Client's notice declining to renew the registration term (cl. 12.5 of the Terms of Service) is not in itself a demand for early deletion and does not fall under this clause, unless the Client has expressly asked for the domain name to be deleted before the date referred to in cl. 8.9. The rules of some zones do not allow a domain name to be deleted at the Client's demand at all; in that case the Provider tells the Client so and charges nothing for the request.

8.3. Transfer of a domain name to another registrar. The amount paid for registration or renewal is not refunded. The registration term paid for stays with the domain name and is not lost by the Client.

8.3.1. Who bears the cost of a transfer. The Provider charges nothing for the transfer of a domain name to another registrar or for the issue of a transfer code — neither to the Client nor to the registrar receiving the domain name — and makes a transfer conditional on no payment whatsoever (cl. 11.7). At the same time, the rules of some domain zones, including zones covered by the Public Domain Regulations, provide that a transfer includes a chargeable renewal of the registration term. The registry charges the fee for such a renewal to the registrar to which the domain name is being transferred, not to the Provider; its amount and the manner of paying it are therefore determined by the Client's contract with the new registrar, are not paid to the Provider and are not refunded by it. The registration term paid for at the Provider is not lost by this but extended.

8.4. Deletion, blocking or transfer of a domain name by decision of a court or of the registry, or as a result of a domain dispute resolution procedure. The .UA Domain Name Dispute Resolution Policy (cl. 1.13) limits the consequences of such a procedure to cancellation of the registration or transfer of the domain name (cl. 4(i) of that Policy) and expressly provides that a person has no right to compensation for the money it has paid (cl. 9 of that Policy). The Provider is not a party to such a dispute, does not decide it on the merits, and receives no return from the registry of the sums paid to it.

8.5. Blocking or suspension of services because of the Client's breach of the terms of the contract — in particular because of inaccurate particulars of the registrant, abuse of the services or non-payment. Sums paid for operations already performed are not refunded.

8.6. The connection fee (cl. 4.5). The reason: the service concerned was provided in full at the moment the credentials and the access were issued.

8.7. The exchange rate difference between the date a payment received in a foreign currency was credited and the date it is returned (cl. 3.2 and cl. 11.5). It is not compensated by either party.

8.8. Fees of banks and payment operators withheld by them from a payment. Those sums never reach the Provider (cl. 3.3).

8.9. An automatic renewal of the registration term that the Client did not decline in time. This clause concerns those domain zones in which, once the grace period has elapsed, the registry automatically renews the registration term and invoices the Provider (cl. 7.3 of the Public Domain Regulations); in some zones there is no such renewal, and after the registration term ends the domain name is deleted under the rules of the zone concerned.

8.9.1. After the registration term expires, the registry does not stop publishing the domain name immediately: a 30-day automatic renewal grace period applies. The Provider is obliged to pay the invoice the registry issues for an automatic renewal irrespective of the Client's intentions.

8.9.2. To prevent such a renewal, the Provider itself transmits to the registry a command to delete an unrenewed domain name one day before the grace period elapses, that is, on the 29th day after the registration term ended. The effective last day for renewal at the ordinary renewal price is therefore the 29th day, not the 30th, and a refusal to renew must be declared by the Client no later than three days before that date. After the 29th day the domain name is in the restoration period and can be recovered only at the restore price (cl. 8.11).

8.9.3. Schedule of reminders. The Provider sends reminders that the registration term is approaching its end 30, 15, 7 and 1 day before the date the registration term expires, and after it has expired — a separate notice that the domain name has been blocked, stating the domain name, the date the registration term ended, the specific date of deletion and the length of the restoration period. Reminders are sent by email to the address stated in the Client's account. Those notices contain no figures for the renewal price or the restore price: they name the date until which the ordinary renewal price applies and state that after deletion the domain name comes back at the restore price; the prices themselves are set out in the Price List (cl. 2.7). For a Partner Client the registration-term reminders are duplicated into the Message Queue, which clause 7.2.3 of the Distributor Agreement makes the authoritative channel; for other Clients they are sent by email. The Provider does not transmit a deletion command until the notice stating the date of deletion has actually been sent.

8.9.4. If, notwithstanding the above, the registry has carried out an automatic renewal — in particular because the deletion proved technically impossible — the sum paid to the registry is not refunded, and the Client is obliged to pay for that renewal. The amount of that payment is set out in cl. 12.6 of the Terms of Service for a Consumer Client, a Retail Business Client and an Other Client, and in cl. 12.6.4 of the Distributor Agreement for a Partner Client. For a Consumer Client, a Retail Business Client and an Other Client that obligation does not arise if the Provider did not send the reminders provided for by cl. 8.9.3 (cl. 12.6 of the Terms of Service). For a Partner Client, a failure to send the reminders does not cancel the obligation but is taken into account when objections are considered — cl. 12.6.5 of the Distributor Agreement.

8.9.4.1. Three cases of renewal that this Policy distinguishes. (a) Renewal on the Client's instruction — an ordinary chargeable operation whose price is fixed at the moment the money is reserved (cl. 2.7). (b) The managed automatic renewal service — a service that a Partner Client orders separately and under which the Provider itself renews domain names before the registration term ends; it is charged as an ordinary renewal. (c) A forced automatic renewal, carried out by the registry itself and ordered by nobody — the case described in this clause. A renewal in case (c) is performed by the registry; the Provider can neither prohibit it, nor cancel it, nor recover the sum paid for it. The Client's obligation to pay for such a renewal arises irrespective of the state of its account and of the state of settlements, including where access to the account was blocked on the relevant date, in particular on the Client's own application, and irrespective of whether there is enough money on the balance; the negative remainder that thereby arises is a forced overdraft (cl. 4.9.3).

8.9.5. The increased charge for a forced renewal does not always apply. For a Partner Client, cl. 12.6.4 of the Distributor Agreement sets a doubled renewal cost, and that doubling is a penalty for the fact that name servers were left on the unrenewed domain name, on account of which the registry rejected the deletion command. The doubling does not apply in the cases listed in cl. 12.6.4.1 of that Agreement — in particular where no deletion command was submitted for reasons attributable to the Provider, or where the deletion was not rejected by the registry because of name servers. It is the Provider, and not the Client, that verifies that both grounds are present: before issuing an invoice at the doubled cost it is obliged to check its own logs and to state on the invoice the date of the deletion command and the registry's response code (cl. 12.6.4.2 of that Agreement). Where an amount has been debited at the doubled rate without both grounds, the difference is returned to the balance without a separate application from the Client; this does not deprive a Partner Client of the right to object in the manner set out in section 9. The increased charge does not apply to a Consumer Client, a Retail Business Client or an Other Client in any circumstances (cl. 12.6 of the Terms of Service).

8.10. The list in this section is exhaustive as to the grounds for not refunding money for services provided. It does not limit: the deductions under cl. 9.8 (debt and operations with an undetermined result); the Provider's right to suspend performance of its own obligation where the Client has failed to perform its counter-obligation to pay (part 3 of art. 538 of the Civil Code of Ukraine), in the manner and within the limits established by cl. 4.10 of this Policy and cl. 19.4 of the Distributor Agreement; or the rights conferred on the Provider by law. Any other ground for retaining money that is not named here and not referred to above does not apply.

8.11. The difference between the renewal price and the restore price after the deletion of an unrenewed domain name. If a domain name has been deleted by the Provider under cl. 8.9.2 and the Client restores it, the Client pays the restore price. The difference between the restore price and the renewal price is not refundable only on condition that the Provider sent the notice provided for by cl. 8.9.3, stating the specific date of deletion. If no such notice was sent, the Client is entitled to have that difference returned to the balance.

9. Procedure for submitting and considering a refund application

9.1. An application for a refund is submitted to the email address for financial enquiries billing@namespace.com.ua and, once the corresponding form becomes available, through the control panel as well. The application is submitted from the Client's account or from the email address stated in that account.

9.2. The application must contain: the identifier of the operation (cl. 1.11), or the date, amount and method of payment; the ground for the refund with a reference to a clause of this Policy; and the details for the transfer of the money, if withdrawal of the remainder is being claimed.

9.3. The period for considering the application is 5 working days from the day it is received. If considering it requires a response from the registry or the completion of a reconciliation under cl. 7.3, the period is extended to 20 working days, of which the Client is notified before the original period expires, with the reason stated. The Client is informed of the outcome through the same channel by which the application was submitted. These periods do not apply to cases in which money is returned to the balance automatically and without an application (clauses 7.2, 7.3 and 7.4).

9.4. The period for transferring the money where the application is granted is 7 banking days from the day it is granted. For a Consumer Client, the total period from the day the declaration of rescission is received to the day the money is transferred never exceeds 30 days (cl. 6.6.4).

9.5. Money is returned by the same method and to the same details by which the payment was made, unless the rules of the relevant payment system provide otherwise. A refund to other details is permitted only where a refund to the original details is objectively impossible — in particular where the account has been closed or the payment instrument has ceased to be valid — and provided that the applicant has furnished documentary evidence of that circumstance and that the new details belong to it. A refund of a Client's money to a third party's details is not made in any circumstances. The return of a payment credited in error to the payer itself (section 10), including a payment made for the Client by a third party (cl. 3.6), is not a refund to a third party's details: in that case the money is returned to whoever it came from. Withdrawal of the unspent remainder of the balance is made in hryvnia to the Client's account in the manner set out in cl. 11.5, and the rule on the same details applies to it to the extent that it does not conflict with that clause.

9.6. The Provider has the right to require confirmation that the application has been submitted by the proper person. Any of the following is sufficient: an enquiry from the email address stated in the account; an application signed with the applicant's qualified electronic signature; for a legal entity or an individual entrepreneur, a letter on letterhead signed by the head or by a person whose authority has been evidenced. The volume of particulars requested is limited to what the refund cannot be made without (part 4 of art. 7 of the Law of Ukraine "On Electronic Commerce" No. 675-VIII).

9.7. A refusal to refund must be reasoned and must contain a reference to a specific clause of this Policy.

9.8. There is withheld from the amount to be refunded any sum the Client owes the Provider, including an uncleared negative balance — whether it arose within a granted credit limit (cl. 4.9) or is a forced overdraft (cl. 4.9.3) — and the cost of operations for which a final response from the registry has not yet been received (cl. 7.3). A deduction is permitted only in respect of sums that, on the day of the deduction, are overdue or in a reconciliation state, and does not extend to the amount of a forced overdraft whose payment period has not yet expired. Every deduction is stated on a separate line in the notice of the outcome of the application — with the amount, the ground and the operation it relates to. A sum withheld in respect of an operation with an undetermined result is returned to the Client as soon as the reconciliation is complete, if the reconciliation shows that the operation was not performed. No other deductions are made from the sum refunded (cl. 8.10 and cl. 3.3.3).

10. Erroneous and excess payments

10.1. A payment credited in error — to another person's account, in an amount greater than intended, without the payer being identifiable, or made for the Client by a third party (cl. 3.6) — is money acquired without sufficient legal ground (art. 1212 of the Civil Code of Ukraine) and is returned to the payer or credited to the proper account.

10.2. The period for making an enquiry about an erroneous payment is the general limitation period of three years (art. 257 of the Civil Code of Ukraine). This Policy establishes no shorter period and cannot: a limitation period established by law may not be shortened by agreement of the parties (part 2 of art. 259 of the same Code). The enquiry is accompanied by a document evidencing that the payment was made — a payment instruction or a bank statement bearing the mark of execution, showing the payer, the amount, the date and the purpose of the payment.

10.3. A payment that cannot be identified does not top up a balance until it is established to whom it belongs. The Provider is not answerable for the consequences of a delay in crediting caused by incomplete or erroneous payment details.

10.4. If a payment credited in error has already been spent on operations performed on the instruction of a person who had access to the account, only the unspent remainder is refundable; the question of compensation for the part spent is settled between the Client and that person.

11. Withdrawal of the remainder and refunds on termination of the contract

11.1. The unspent remainder of the balance is returned at the Client's demand at any time, in whole or in part, including on termination of the contract. The procedure for, and the consequences of, the rescission of a services contract are determined by agreement of the parties or by law (the second paragraph of part 1 of art. 907 of the Civil Code of Ukraine; that article has only one part), and the parties have agreed on precisely these consequences.

11.2. This rule extends also to sums paid in as the minimum advance under a tariff plan (cl. 4.4). The minimum advance is not a connection fee and is not retained.

11.3. There is withheld from the amount being withdrawn any sum the Client owes, in accordance with cl. 9.8.

11.4. No minimum withdrawal amount is set, and the Provider withholds no fee for transferring the money. The Provider bears its own bank's transfer fee (cl. 3.3.2). The fees of correspondent banks and of the recipient's bank, which may be withheld from an international transfer outside Ukraine, do not depend on the Provider, are not compensated by it and are not covered by the sum refunded; a Client wishing to avoid them may state the details of an account held in hryvnia at a bank in Ukraine (cl. 3.3.2).

11.5. Currency of the refund. The balance is maintained in hryvnia (cl. 2.1), so refunds are made in hryvnia to an account held in hryvnia. Money received in a foreign currency was credited to the balance in hryvnia at the official rate of the National Bank of Ukraine on the date of crediting (cl. 3.2) and is returned in hryvnia in its hryvnia amount. A refund in a foreign currency is possible only as the return of a specific payment to the very account from which it came, and only in the sum that actually arrived; an exchange rate difference arising between the date of crediting and the date of the return is not compensated by either party (cl. 8.7). Such a return reduces the Provider's income of the period in which it is made (cl. 292.11 of art. 292 of the Tax Code of Ukraine).

11.6. Withdrawal of the remainder is not in itself of any effect on a Partner Client's tariff plan (cl. 4.7).

11.6.1. Automatic renewal while the relationship is being wound down. Termination of the contract and withdrawal of the remainder do not stop the automatic renewal carried out by the registry (cl. 8.9). If, at the moment the contract terminates, the Client's domain names remain with the Provider as their registrar, the Client's obligation to reimburse the cost of such a renewal subsists even after the remainder has been withdrawn (cl. 4.9.3), and the Provider invoices for it in the ordinary way. To prevent such a renewal, the Client, before the contract terminates, transfers its domain names to another registrar (cl. 11.7) or notifies the Provider that it declines renewal within the period set by cl. 8.9.2.

11.7. Termination of the contract does not terminate the registration term of domain names already registered. The Client has the right to transfer them to another registrar; the transfer procedure is set out in section 14 of the Terms of Service and, for a Partner Client, in section 19 of the Distributor Agreement. The Provider does not make the issue of a transfer code conditional on the clearing of a debt: the rules of the domain zones prohibit obstructing a registrant's wish to change its current registrar, and contain no exception for debtors (cl. 14.3.1 of the Terms of Service, cl. 19.4.1 of the Distributor Agreement). A debt is recovered in the manner provided for by the contract and by law, and is not secured by holding a domain name back. As to who bears the cost of the transfer itself, see cl. 8.3.1.

11.8. After the contract is terminated, the Client retains, for 30 calendar days, access sufficient to transfer domain names to another registrar and to export the particulars about them. For a Partner Client that period is 60 calendar days (the Wind-down Period, cl. 19.2 of the Distributor Agreement). The expiry of that period does not deprive the Client of the right to obtain a transfer code and an export on request (cl. 11.7) and does not release the Provider from its duty not to obstruct a transfer.

12. Settlement documents

12.1. Settlement documents are generated by the Provider and sent to the Client by email to the address stated in the account, in PDF format. As at the date this edition is approved, the control panel has no settlement section yet, so email is the only channel by which settlement documents and itemisation are made available; once such a section appears, the documents will be available in the panel as well, and email delivery will continue. A Consumer Client receives an electronic settlement document evidencing the fact that the service was provided, at the email address it has supplied (part 8 of art. 10 of the Law of Ukraine "On Protection of Consumer Rights" No. 1023-XII).

12.2. The parties have agreed on how services provided are to be documented. The fact of payment and the ground for it are evidenced by an invoice drawn up and signed by the Provider; a paid invoice containing the mandatory particulars of a primary accounting document is a primary document. The fact that services were provided is evidenced by the invoice itself, without an act of services rendered (a services-rendered certificate, the primary accounting document customarily signed by both parties in Ukraine) being drawn up — exactly as established by cl. 11.1 of the Terms of Service and cl. 8.8 of the Distributor Agreement. An act of services rendered for a settlement period is a reconciliation instrument, not a condition of evidencing that services were provided: it is drawn up by the Provider unilaterally, does not require the Client's signature, and a failure to sign it is not a ground for treating the services as not provided. The services are deemed accepted by the Client without objection if the Client has not submitted reasoned written objections within the period under cl. 12.7.

As at the date of this edition the Provider's document generator draws up documents on the one-sided model: the invoice carries a note that payment constitutes acceptance of the offer, stating the number of its edition, and the act is a primary document that does not require the Customer's signature. This model applies from the day the offer text is published (cl. 1.5 of the Terms of Service); that day has come. For a counterparty with whom a separate bilateral contract has been concluded, the document is drawn up on the bilateral model — referencing the number of that contract and providing for two signatures. The one-sided arrangement is based on art. 9 of the Law of Ukraine "On Accounting and Financial Reporting in Ukraine" No. 996-XIV, in the wording of the Law of Ukraine No. 4791-IX in force from 01.04.2026, which permits it provided that (a) the act states the date or period of provision of the services, (b) the arrangement is expressly established by a contract between the parties in written form — by this clause — and (c) the transaction is accounted for in its own period. A contract concluded by acceptance of an offer is equated to written form (art. 11 of the Law of Ukraine "On Electronic Commerce" No. 675-VIII).

12.3. The invoice and the act contain the mandatory particulars of a primary accounting document provided for by art. 9 of Law No. 996-XIV, including the date or period of provision of the services. A prepayment invoice is valid for 7 calendar days from the date it is drawn up; a payment made later is credited to the balance, and the services are paid for at the prices in force at the moment the money for the operation concerned is reserved (cl. 2.7).

12.4. The itemisation of operations is made available to the Client through the channels stated in cl. 12.1. For each operation there are stated: the final cost of the operation in hryvnia; the identifier of the operation (cl. 1.11) — the same one the Client quotes in a claim under cl. 9.2; and the date and time of the operation. The Client's tariff plan in force is stated once in the itemisation itself, because it is a property of the account and not of an individual operation; it is given by name, not as a rate of commission (cl. 2.5). Neither the amount of the fee that the registry charges the Provider for the operation nor the manner of determining it is stated in the itemisation: they are the registry's confidential information (cl. 2.2 and cl. 2.5). The final cost of every operation is published in the Price List (cl. 2.7), so the Client can check every debit against it. For a payment received in a foreign currency, the record of that payment — separately from the itemisation of operations — states the official rate of the National Bank of Ukraine at which it was credited to the balance (cl. 3.2).

12.5. No fiscal settlement documents are issued, and the Provider does not use a software cash registrar. The reason: the Provider accepts payment exclusively by bank transfer to a current account (cl. 3.1) and accepts neither cash nor payment cards. Under art. 2 and art. 9 of the Law of Ukraine "On the Use of Cash Registrars in Trade, Public Catering and Services" No. 265/95-VR, a settlement using a payment card is a settlement operation, whereas a transfer to a current account at a bank is not. If the Provider ever begins to accept payment cards directly, this clause will be amended before such acceptance begins. The Provider discharges the duty under part 8 of art. 10 of Law No. 1023-XII by sending an electronic settlement document (cl. 12.1).

12.6. Settlement documents and the records of payments and debits are kept indefinitely and are not removed by the automatic pruning of logs. They remain available to the Client for not less than 1,825 days (five years) from the date they were drawn up. Those periods are not shorter than the statutory minimums: 1,095 days for the primary documents of an individual entrepreneur (cl. 44.3 of art. 44 of the Tax Code of Ukraine) and five years for contracts, bank statements, invoices and acts of services rendered (the List of Standard Documents approved by Order of the Ministry of Justice of Ukraine No. 578/5, as amended by Order No. 40/5). The period of 1,095 days equals the general limitation period of three years (art. 257 of the Civil Code of Ukraine).

12.7. Objections to an invoice or to an act are submitted within 10 calendar days of the day the document concerned was made available, and for a Partner Client within the period established by cl. 17.3 of the Distributor Agreement. Once that period expires, the document is deemed agreed and the services accepted (cl. 12.2). This clause applies only to a Partner Client, to a Retail Business Client and to an Other Client and does not deprive a Consumer Client of the right to challenge a debited amount at any time within the limitation period: missing the period stated in this clause deprives a Consumer Client of no rights.

13. Claims, changes to this Policy and other provisions

13.1. Claims concerning payments and refunds are sent to legal@namespace.com.ua (the address for legally significant notices), copied to billing@namespace.com.ua. The period for considering a claim is 14 calendar days from the day it is received or, where considering it requires a response from a registry, 30 calendar days, of which the claimant is notified before the original period expires. For claims that do not concern payment and refunds, the period is the one established by cl. 24.1 of the Terms of Service, cl. 9.3 of the Our Details page and cl. 21.2 of the Distributor Agreement — 30 calendar days.

13.2. The parties take steps to settle a dispute out of court. This does not deprive either party of the right to apply to a court, nor a Consumer Client of the right to judicial protection under art. 22 of the Law of Ukraine "On Protection of Consumer Rights" No. 1023-XII, nor of the right to apply to the authority exercising state control in the field of consumer protection.

13.2.1. A Consumer Client whose place of residence is outside Ukraine. This Policy does not deprive such a Client of the mandatory guarantees of the consumer protection legislation of its country of residence and does not deprive it of the right to apply to a court at its place of residence, where the legislation of that country confers such a right on it. The Provider states no term that would exclude those rights, since such a term would not hold in any event. As to the language of the authentic edition, see cl. 13.7.

13.3. The Provider has the right to change this Policy and the prices unilaterally. That right is expressly established by contract, which is permitted by part 1 of art. 651 of the Civil Code of Ukraine.

13.4. Changes are published on this page, stating the new edition and the date. Changes initiated by the Provider itself enter into force 30 calendar days after publication. Changes brought about by a change in the rules or prices of a registry enter into force within the period in which the registry introduces them. The Public Domain Regulation allows the registry operator to amend it 30 days before the amendments take effect and, in a case of urgent necessity, simultaneously with their publication (cl. 11 of the Regulation); the amendments are published together with a notice from the administrator of the public domain. The Provider therefore cannot and does not guarantee a longer period of notice in respect of such changes. The same applies to prices: the Provider has no contractual right to require a registry to give advance notice of a change in its prices, and therefore cannot and does not guarantee any longer period of notice of such changes. The Provider gives notice of every such change without delay from the moment it learns of it, and publishes the new edition of the Price List.

13.5. If the Client does not agree with the changes, it has the right to terminate the contract before they enter into force and to receive the unspent remainder of the balance in the manner set out in section 11, without any deductions other than debt in accordance with cl. 9.8.

13.6. The price of an operation for which an order has already been placed and the money debited or reserved is not revised as a result of a change in prices (art. 629 and part 1 of art. 651 of the Civil Code of Ukraine).

13.7. The authentic edition of this Policy is the Ukrainian one. Editions in other languages are provided for convenience; in the event of a discrepancy the Ukrainian edition applies (part 14 of art. 11 of the Law of Ukraine "On Electronic Commerce" No. 675-VIII; art. 30 of the Law of Ukraine "On Ensuring the Functioning of the Ukrainian Language as the State Language" No. 2704-VIII).

13.8. A finding that an individual provision of this Policy is invalid does not entail the invalidity of its other provisions.

13.9. The Provider keeps every previous edition of this Policy and publishes them at https://namespace.com.ua/legal/archive — the same address as the archive of editions of the Terms of Service (cl. 22.7 of those Terms) — stating for each edition its number and the period during which it was in force. The archive page is published, and any edition can be downloaded from it directly; independently of that, the Provider sends any edition by email on request. The edition in force at the moment of acceptance remains available to the Client throughout the term of the contract and for three years after its termination.