Refund & Cancellation Policy

This policy explains when you can cancel an order, when we give a refund, how much it is and where the money goes. It is part of our Terms & Conditions.

How refunds are paid

Refunds are credited to your wallet, where they can be spent at once on any order or renewal. Your Wallet Statement shows each refund against the order it belongs to.

You can ask for the money to go back to the payment method it came from, instead of your wallet, when:

• you paid at a payment gateway for a particular order, and that order could not be placed;
• you were charged twice for the same payment, or charged more than you approved;
• we refunded an order we could not deliver, and you have not yet spent that refund;
• your account is closed, at your request or because we stop providing the services, with money you paid in still unspent. If we close an account because the Terms were broken, we first deduct anything owed to us.

Apart from these cases, your wallet balance can be used only to pay for our services: it cannot be withdrawn as cash or moved to another account.

Cloud server orders

Before the server is created

While an order shows Payment received, Setting up, Setting up, retrying or Setting up, delayed on your Order History page, you can ask us to cancel it. Once we have confirmed that no server was created for it, we refund the full amount you paid to your wallet.

If a server cannot be created, for example because a zone has run out of capacity, we retry automatically. If it still cannot be delivered, we refund the full amount you paid, promptly and at the latest within 3 working days, and the order shows Refunded. If you prefer, we can deliver it in another zone instead. If only some of the servers in an order can be created, you keep those that were, and we refund the share of the price for the rest.

After the server is created

Once a server exists, its order cannot be cancelled or refunded, and nothing is refunded for time left on its term if you stop using it, rebuild it or delete it early. The exceptions are:

• a server delivered with the wrong specification, or with an IP address outside the series of the zone you ordered, that we cannot put right within 24 hours of your ticket: we replace it or refund it in full;
• downtime covered by our Service Level Agreement, which is compensated with credit as set out there;
• a service we withdraw ourselves, whose unused term we credit to your wallet as our Terms describe.

Renewals

A renewal is charged to your wallet when you confirm it. If it cannot be applied, the charge is returned to your wallet automatically, straight away. If we cannot tell at once whether it was applied, we check and then either extend the server or refund the charge. Once a renewal has been applied, it cannot be cancelled or refunded.

Premium IPs and Partner VPS

• Before delivery. While an order shows Awaiting delivery, you can ask us to cancel it, and we refund the full amount to your wallet.
• Late delivery. If an order has not been delivered within 24 hours of payment, you can cancel it for a full refund. If we cannot supply it at all, we cancel it and refund you in full.
• After delivery. A delivered service cannot be cancelled or refunded. If it does not work as described and we cannot repair or replace it within 24 hours of your ticket, we refund the unused part of its term, by the day, to your wallet.

Wallet top-ups

• A top-up cannot be cancelled once it has been credited to your wallet.
• If money leaves your account but the payment fails, or is never confirmed, your bank or the payment gateway normally returns it automatically within 5 to 7 working days. We keep checking an unconfirmed gateway payment for 48 hours. If the money was taken and neither credited nor returned, open a ticket with the payment reference or UTR number and we will credit it or send it back.
• A payment made twice by mistake is returned in full to where it came from.
• If we cannot match a UPI or bank transfer you made to our account to money we actually received, the top-up is rejected. If you did send the money, send us proof, such as a bank statement, and we will credit it or return it.

Coupons, credits and taxes

• A refund is never more than you actually paid. If a coupon reduced the price, the refund is the discounted amount, and the coupon still counts as used.
• Discounts, codes or credits that our infrastructure partners give us are our own, and do not change the amount of any refund.
• Credit we give you, such as SLA credit, goodwill credit or promotional credit, can be spent on our services but is not refundable and cannot be withdrawn.
• Taxes included in a price are refunded along with it.

What is not refunded

• A service that has been delivered, including any time left on its term, except as described above.
• A service suspended or terminated because our Terms or Acceptable Use Policy were broken.
• A service that has expired, or data lost when it expired or was rebuilt or deleted.
• Slowness or downtime, which is compensated only under the SLA.
• Choosing the wrong plan, zone or operating system. A server can be rebuilt with another image, as our Terms describe.
• Payment gateway charges on a refund you asked for, where the refund was not caused by a fault of ours.

How to ask

Open a support ticket under Billing & Payments → Refund request. Give the order reference, or for a top-up the payment reference or UTR number, and tell us what you would like us to do.

• We acknowledge your request within 24 hours and decide on it within 3 working days.
• A refund to your wallet is credited as soon as it is approved.
• A refund to a card, UPI ID or bank account is sent within 7 working days of approval; your bank may take a further 5 to 7 working days to show it. We refund only to the account that made the payment.

Chargebacks

Please talk to us before you dispute a payment with your bank: most problems are solved faster that way. If you open a chargeback for a service that was delivered, we may suspend the services that payment paid for while the dispute is open. If the dispute is decided in our favour, they are restored; if it is decided in yours, the amount is taken back out of your wallet and those services end.

Your statutory rights

Nothing in this policy limits a right you have under the Consumer Protection Act, 2019. If you are unhappy with how a refund request was handled, you can raise it with our grievance officer, whose details are on our Contact page.