Everything we sell is a digital service, delivered online to your account. Nothing is shipped to a physical address and there are no shipping charges. This policy explains how and when each service reaches you after you pay.
At a glance: cloud servers are created automatically, normally within a few minutes of payment. Premium IPs and Partner VPS are set up by our team within 24 hours. If we cannot deliver, you get a full refund.
Cloud servers
When you place an order, it is paid from your wallet and your server is created automatically. It is normally ready within a few minutes. Its IP address and login details then appear on the My Servers page of your console, and the order shows Active on your Order History page.
Occasionally it takes longer, and the order tells you why:
- Payment received: your order is paid and queued. At times, for example during maintenance, our team starts orders by hand.
- Setting up: the server is being created.
- Setting up, retrying: the first attempt did not succeed, usually because of capacity in the zone. We retry automatically, and our team is alerted.
- Setting up, delayed: we did not get a clear answer from the infrastructure, so our team checks whether the server was created before trying again. This makes sure it is never created, or charged for, twice.
If a server cannot be delivered, we refund the full amount you paid, as our Refund & Cancellation Policy describes.
Premium IPs and Partner VPS
These are set up by our team. When you order one, it is paid from your wallet, shows Awaiting delivery on your My Services page, and we email you to confirm we have received it.
- We deliver within 24 hours of payment, and usually much sooner.
- When it is ready, the access details appear on My Services, either a server login (address, port, username and password) or a control-panel login, and we email you to say so. Passwords are shown only in your console and are never sent by email.
- If we have not delivered within 24 hours, you can cancel the order for a full refund. If we cannot supply it at all, we cancel it, refund you in full and email you to tell you.
Renewals
A renewal takes effect as soon as it is paid, and the new expiry date shows on the server's page. If it cannot be applied, the charge is returned to your wallet straight away.
Wallet top-ups
- Through a payment gateway: credited as soon as the gateway confirms the payment, usually within seconds. If confirmation is slow, we keep checking for 48 hours.
- Paying for an order at a gateway: the payment is credited to your wallet and the order is placed the moment it lands.
We email you when a top-up is credited, or if it cannot be approved.
Confirmation and records
Every order, service, top-up and refund is recorded in your console, and an invoice for every paid order and top-up is available on your Invoices page. The services are delivered to your account wherever you are; the location of a server is the zone you chose for it, not your address.
If something is wrong
If an order has not arrived when this policy says it should, or a service does not match what you ordered, open a support ticket under Orders & Provisioning. We will put it right or replace it within 24 hours of your ticket; if we cannot, you are refunded as our Refund & Cancellation Policy describes.
If something outside our control delays a delivery, such as a partner's capacity, a network problem or a verification we need from you, we will tell you, and you keep the right to cancel an undelivered order for a full refund.