Draft. This document is under legal review and may change before it is final. Questions: [email protected].
Effective 2026-10-28
1. Not delivered, or not as described
If we cannot hand over your server by the confirmed date, you may cancel for a full refund. If the server is not as described in your order confirmation and we do not fix it within 7 days of handover, you may cancel and receive a full refund of the first invoice, including setup and one-time fees.
2. First-month management guarantee
If you cancel a managed tier within 30 days of handover, we refund the management fee for the first month (the Essential or Pro amount, not the hardware fee). You may keep the server on the Unmanaged tier or cancel it under section 3. If you move to Unmanaged under this section, we also refund or credit the management fee for the rest of a prepaid term.
3. Monthly and prepaid terms
Monthly Services end at the end of the current billing month, and partial months are not refunded. Within 7 days of handover you may cancel a quarterly, annual or biennial term and receive a full refund of that term's fees, less any one-time fees for work already done. After that, prepaid terms are not refundable, except when we end a Service for convenience, or you cancel under the Service Level Agreement or after objecting to a change to the Terms, in which case we refund the unused part pro rata.
4. One-time services
Migration, hardening and other one-time services are fully refundable until work starts. After that they are not refundable, unless we cannot complete an agreed migration, in which case we refund the fee.
5. What is not refundable
- Third-party licenses such as control panels, and extra IPv4 addresses, for the current month.
- Services suspended or ended for non-payment or for breach of the Acceptable Use Policy.
- Service credits, which are applied to invoices and are not paid in cash.
6. How to request a refund
Email [email protected] with the invoice number. Approved refunds go back to the original payment method within 10 business days. Please ask us before filing a chargeback; a refund we approve reaches you without the delay a card dispute adds.