FAQ
Billing & Lifecycle
Cancellation and Refund Policy
6min
If you have recently purchased a VPS, you may request a refund within a period of 24 hours from the time of purchase.
1
Send the below fully filled-in template to our support team (messenger, whatsapp, telegram, email, ...). The IP address and the support PIN are displayed in your KVM management dashboard and are mandatory.
2
Request a cancellation through our KVM management portal cancel service with immediate effect (not by the end of the billing period)
Policy Restrictions
- Refund LimitA maximum of 1 refund request per customer are allowed within a 12-month period. Additional requests beyond this limit will not be considered.
- EligibilityRefund requests received after the 24-hour timeframe will not be considered. The refund policy does not apply if you purchased special/discounted deals, made use of a discount code, revoked a cancellation request, added pool-traffic to a service, or ordered an upgrade for the plan.
- Our team will review your request to determine if you qualify for a refund.
- Should you meet the eligibility criteria, we'll proceed with the termination of the service, create a credit note (as required by law), and initiate a refund to your original payment method.
- For refunds related to cryptocurrency payments, kindly provide your wallet address to facilitate the refund process.
- While refunds are processed promptly upon receiving written confirmation from our team, the timeframe in which it appears on your statement can vary based on your payment method. For instance, AliPay transactions may reflect after up to 10 days.
- It's crucial to note that any refund request submitted after 24 hours from the time of purchase will not be considered. However, you retain the right to cancel your product at any time.
- Requests missing an IP address or Support PIN cannot be processed.
- The refund policy does not cover special or discounted deals, instances where discount codes were applied, upon revocation of a cancellation request, after adding pool-traffic to a service, or post ordering an upgrade for the plan.
- We understand that refunds may occasionally be necessary. Therefore, a maximum of 2 refund requests per customer are allowed within a 12-month period. Additional requests beyond this limit will not be considered.
Updated 17 Oct 2024
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