A refund policy on a crypto-only host is where a lot of companies get quietly slippery, because a chain has no chargeback and the customer has no lever. Ours is the same policy we published in 2019, and the median time from request to a signed transaction is under four hours.
1. The seven-day refund
Any first order on an account can be refunded in full within seven days of provisioning, for no stated reason. Click the button on the invoice or open a ticket; both routes reach the same queue. Nobody will ask you to justify it, and nobody will offer you a discount to stay.
The window runs from the moment credentials were issued, not from when you got round to logging in. One refund per account: this is a way to find out whether the hardware suits you, not a rolling seven-day trial of every plan in the catalogue.
Add-ons attached to a refunded instance come back with it. Snapshots, extra addresses, off-node backup and the 40 Gbit/s port are all refunded alongside the plan they were bought for.
2. How a crypto refund is executed
The refund is denominated in euro, at the euro amount of the original invoice. That figure is then paid out in the same asset you paid with, converted at the OxaPay reference rate at the moment the refund is sent, less the network fee for the outbound transaction.
This matters, so here it is plainly. If the asset has risen since you paid, you receive fewer units than you sent, and the euro value is identical. Should it have fallen instead, you receive more units. What is protected is the price of the server, which is the thing you actually bought.
Prefer to skip the conversion entirely? Take the refund as account balance instead. Balance is credited in euro at the invoice figure, it is instant, no network fee is deducted, and nothing is lost to the spread. Most people who intend to buy anything from us again choose this.
Refunds go to an address you supply in the ticket, on the same chain the payment arrived on. We do not send to a different asset or a different chain, and we do not split a refund across addresses.
3. What is not refundable
- Licences already issued. A Windows Server licence at twenty-two euro a month is purchased from the vendor the moment the instance boots. It cannot be returned, and it is deducted from any refund on that instance.
- Custom and non-standard hardware. Anything built to your specification, brought in for you, or racked as a one-off. If it was ordered because you asked for it, it is yours for the term.
- Any billing period after the first. Renewals are not refundable. The seven-day window belongs to the first order and does not reappear at each renewal, on an upgrade, or when you move to a different city.
- Instances terminated for cause. A termination under the acceptable use policy (/legal/aup) ends the term with nothing due back.
- Balance already spent. Once a top-up has been consumed by an invoice, it has become a service you received.
Nothing else is excluded. There is no restocking fee, no administrative deduction, and no clause that quietly voids the refund because you used the server you were evaluating.
4. Downgrades, upgrades and pro rata
Downgrade mid-term and the difference between what you paid and what you now use is credited to your account balance in euro, calculated from the day the resize takes effect to the end of the term. That credit is not sent to a chain address; it sits on the account and pays the next invoice.
Upgrades work the same way in reverse. You are billed the difference for the remainder of the term, at the same cycle discount you already have, and the change applies at the next boot.
Cancelling mid-term does not produce a pro-rata refund. The instance simply runs to the end of the period you paid for, which for a two-year term is worth thinking about before you commit to one.
5. Account balance
Balance is euro-denominated, never expires, and can be spent on anything we sell. It is the sensible way to run several small instances, because it removes the mempool from every renewal.
An unspent top-up can be returned to a chain address within thirty days of the top-up, less the network fee, at the reference rate on the day it goes out. After thirty days it stays on the account as balance. Balance arising from a service credit under the SLA (/legal/sla) or from a downgrade is never withdrawable, because no money entered the company for it in the first place.
Close an account holding balance and the same thirty-day rule decides what happens to it. Ask before you close the account rather than after, since a closed account has no ticket queue to ask from.
6. There is no chargeback
Nothing on a chain reverses. That is a feature for us and a reason for you to read this page rather than assume a card network is standing behind you. What stands behind you instead is a seven-day window with no conditions attached, an SLA that credits automatically, and a support queue with a median first response of eleven minutes.
Refund requests go to [email protected] or through the panel. Include the invoice number and the payout address, and expect the transaction reference back in the same thread.