We would rather fix a problem than take your money for something that is not working. This page explains exactly when we refund and when we do not, so there are no surprises either way.
Why servers are different from most purchases
When you order, hardware resources are reserved for you and a server is built within minutes. That capacity is then unavailable to anyone else for the period you paid for. This is why the rules below are narrower than for a physical product you can return unused.
When we do refund
- We cannot deliver. If we cannot provide a working server and cannot fix it within a reasonable time, you get a full refund.
- The server does not match what you ordered. If the specification is wrong and we cannot correct it, you get a full refund.
- Within the first 24 hours. If the service is not right for you, tell us within 24 hours of delivery and we will refund it, provided the conditions below are met.
- We charged you by mistake. Duplicate or incorrect charges are refunded in full, always.
When we do not refund
- After the first 24 hours, for the period already running.
- Renewals. Cancel before the renewal date if you do not want to continue — you can do that any time in the client area.
- Services suspended or ended because of our acceptable use policy or a breach of our terms.
- Problems caused by your own software, configuration or licensing.
- Downtime. Downtime is handled by the service credit described in our terms, not by a refund.
- Where you did not contact support and give us a chance to fix the problem.
- Add-ons, licences and set-up fees bought from third parties on your behalf.
How to ask for a refund
Email [email protected] from the address on the account, telling us the service and what went wrong. We answer every request. Approved refunds go back to the original payment method within 10 working days, though your bank may take longer to show it.
Cryptocurrency payments
Blockchain payments cannot be reversed, so an approved refund on a crypto order is paid as the US dollar value of the original payment, not the coin value on the day of the refund. Exchange-rate movement between the two is not refundable.
Chargebacks
Please talk to us before raising a dispute with your bank or payment provider. A chargeback suspends the service immediately while it is investigated, and it slows the process down for everyone. We keep full records of orders, deliveries and support conversations.
Your legal rights
Nothing on this page removes rights you have under the consumer law of your own country. If that law gives you more than this policy does, that law wins.