Refund & Cancellation Policy
This policy sets out when a refund is available, how to cancel a service, and how we handle payment disputes. It forms part of our Terms of Service.
In short: new VPS orders carry a 48-hour money-back guarantee. After that, service fees are non-refundable, but you can cancel at any time and will not be billed again. Setup fees, IP address fees and partial months are not refundable.
1. 48-hour money-back guarantee
If you are not satisfied with a newly ordered VPS, you may request a full refund within 48 hours of provisioning. The refund covers the first billing period in full.
The guarantee applies once per client, to first-time orders of a given plan. It does not apply to:
- Renewals of an existing service.
- Dedicated servers, custom builds, or Fleet plans, where hardware is allocated specifically to you.
- Additional IP addresses or IP blocks, which are drawn from leased allocations.
- Accounts where the service was terminated for breach of the acceptable use policy.
- Orders placed with a promotional code or discounted rate, unless stated otherwise in that promotion.
2. After the guarantee period
Service fees for a period already begun are not refundable. If you cancel mid-month, the service continues until the end of the paid period and is not billed again.
We make exceptions in two cases:
- We could not deliver. If we are unable to provision a service you have paid for, the payment is refunded in full.
- Extended outage. Where an outage attributable to us exceeds the availability commitment in our Terms, you may claim account credit under section 9 of those Terms. Credit is applied to your balance rather than refunded to your payment method.
3. How to cancel
- Log in to the client area.
- Open Services and select the service you want to cancel.
- Choose Request cancellation, and pick either end of billing period or immediate.
End-of-period cancellation keeps the service running until the paid period expires. Immediate cancellation stops and deletes the service straight away, with no refund of the remaining period.
Cancelling in the client area is the only reliable method. Simply not paying an invoice is not a cancellation — it results in suspension and then termination under our Terms, and the outstanding invoice remains due.
Back up first. Cancellation deletes the server and all data on it irrecoverably. We do not retain a copy. Take your backups before confirming.
4. How refunds are paid
Approved refunds are returned to the original payment method wherever possible.
| Payment method | Refund route | Typical time |
|---|---|---|
| Payment card | Reversal to the same card | 5–10 business days |
| Bank transfer | Transfer to the originating account | 3–5 business days |
| Cryptocurrency | Sent to a wallet address you provide, in the same asset | 1–3 business days |
Cryptocurrency refunds are calculated on the fiat value of the invoice at the time of payment, not the value at the time of refund. Network transaction fees are deducted from the amount sent. We cannot reverse a crypto payment to its source automatically, so you must supply a wallet address.
Where a refund to the original method is not possible, we credit the amount to your account balance for use against future invoices, or arrange an alternative on request.
5. Requesting a refund
Open a ticket in the client area under the billing category, or email support@ahosting.site, including the invoice number and the reason for the request. We acknowledge within one business day and decide within five.
6. Account credit
Credit issued to your account balance is applied automatically to the next invoice. It has no cash value, does not expire while the account is active, and is not transferable to another account.
7. Chargebacks
If you believe a charge is wrong, contact us first — most billing questions are resolved the same day.
Raising a chargeback or payment dispute without contacting us results in immediate suspension of all services on the account pending resolution, and we may decline future orders from that client. Any fee charged to us by the payment provider in connection with the dispute is added to the outstanding balance.
8. Statutory rights
Nothing in this policy limits any right of withdrawal or refund granted to you by mandatory consumer protection law in your country of residence. Where such a right applies and conflicts with this policy, the statutory right prevails.
9. Contact
Billing and refund enquiries: support@ahosting.site, or a ticket in the client area.