This page explains when a refund is available and how refunds are calculated and paid.
Summary
| Situation | Outcome |
|---|---|
| Service not delivered yet | Full refund on request |
| Service already delivered | No refund for the current paid period |
| Overpayment, or a payment that cannot be applied | Refunded on request, or applied to your service |
| Service terminated for breaking the Acceptable Use Policy | No refund |
| Downtime covered by the Service Level Agreement | Extra service time, not money |
Before delivery
If your service has not been delivered yet, you can ask for a full refund. This applies to a dedicated server that has not been set up yet and to a hand-built VPS that has not been delivered yet.
A VPS from stock is delivered right after payment confirmation, so in practice this applies to dedicated servers and hand-built VPSs.
After delivery
Once a service has been delivered, we do not refund the current paid period. This also applies to billing cycles of 3 and 12 months.
You can cancel at any time from your dashboard. Cancelling stops future renewals, and the service keeps running until the end of the paid period.
If you delete your account, running services are cancelled at once and the rest of the paid period is not refunded.
Overpayments and payments that cannot be applied
Partial payments, payments of the wrong amount and payments that arrive after an invoice has expired are not applied automatically. Staff review them, and a Billing ticket is opened automatically.
In that ticket you choose what happens. An overpayment, or a payment that cannot be applied, is refunded on request or applied to your service. For a partial payment, you can also pay the remaining amount.
How refunds are paid
- Refunds are paid in cryptocurrency to an address you give us in a ticket.
- You can receive the refund in the coin you paid with or in USDT.
- Refunds are calculated in EUR at the invoice amount.
- The network fee for sending the refund is deducted from the amount.
When no refund is given
- For the current paid period of a service that has been delivered.
- For a service terminated for breaking the Acceptable Use Policy.
- For downtime. Compensation under the Service Level Agreement is extra service time, not money.
How to ask for a refund
Open a Billing ticket from your dashboard. Include the invoice number, the coin you want the refund in and the address to send it to. Expected response time: Within 12 hours.