a question regarding money back guarantees

[webhost17]

Hello, I would like to know what you guys think about my situation. I am a customer of X company and I have used a FREE month which corresponds to a free trial period to test a service. After that my account was closed and some time passed until I decided to request a service, this time I PAY for it.
Around 27 days have passed and I have requested a money back, considering that I am within my 30-days money back guarantee. They tell me it is not possible to give me a refund because I am not a new customers and this only applies to new customers within their first 30 days of service.

I am a bit confused, is it OK to be considered a customers even though you are given a TRIAL service? If this is true then I assume people that get a TRIAL service are not eligible to request a refund once they pay for their service the next month, even if issues are encountered during the second month.

How can this particular company offer 30 days money back guarantee, and at the same time, offer a free trial month, which of course, most people will go with the first free month, so the 30 days money back guarantee is somewhat not valid for most.

I don't understand... I would like to know what you guys think of this and if you think I am on my right to request a refund or not.
The reason being I am not satisfied with the product and had one issue not solved through support.

[John]

Without knowning the ins and outs of the companys TOS its hard to say.

[webhost17]

This is all they say about the guarantee on their website.

1. Your account is cancelled due to a violation of our TOS/AUP.
2. A refund is requested due to limitations of your technical knowledge that keep you from properly operating a VPS or other product or service offered by us and purchased by you.
3. A refund is requested due to infrequent or non-use of your service.
4. A refund is requested due to a technical issue that has not been brought to our attention via one of our approved support channels.
5. You install or operate software that causes instability in the VPS environment and is not supported by us.

I am not in violation of any of those, they told me the only reason why they can't refund is because I am not a new customer, even though I have only used a free trial and after it expired, I had to wait a couple of weeks and then contracted their service, which now I am requesting a refund for. Reasong being I am not satisfied with the product.

[Timmy00]

Typically, if you use the same credit card or physical address for the same service the second time, you normally are not "new" customer anymore, unless it's otherwise stated elsewhere. If they do specify that only new customer is eligible for the promotion, the answer is no, you're not entitled to the refunds.

[webhost17]

Originally Posted by Timmy00

Typically, if you use the same credit card or physical address for the same service the second time, you normally are not "new" customer anymore, unless it's otherwise stated elsewhere. If they do specify that only new customer is eligible for the promotion, the answer is no, you're not entitled to the refunds.

Physical address is the same, credit card couldn't be the same since I didn't pay for the first month, I was given a FREE trial, which makes me doubt if I could be considered a customer or not...

[HostingGuy]

Right, because you have given a free trial before, which means all their promotions targeted to new customer no longer apply to you. This is certainly the case in many established companies which have clearly written agreement when you sign up for a particular promotion.

If it's so written in their agreement, they have every right not to refund you. Especially dealing with small company that their employees can even remember your name and domain name even though you have been apart for some times.

Good luck and if you do keep on pursuing your money back, do keep us update with the details.

[Hostbiz]

Once you are in the system, You are no longer consider a new sign up after... You can't double dip.

[MikeR]

Once you are in the system, You are no longer consider a new sign up after... You can't double dip.

[Tony]

Once you are in the system, You are no longer consider a new sign up after... You can't double dip.

[Tom]

In this case, I think the host is right. You had 30 days of free service to decide if you liked the service. If you sign up after that (even a couple weeks later), you do so knowing the service they provide.

Both the 30-day free trial and the 30-day money back guarantee are so you can test the service for up to 30 days and cancel if you don't like the service. Once you took the 30-day free trial, you should only sign up if you were happy with the service.