Money-Back Guarantee & Refund Policy

Refunds at a Glance

• Standard non-GPU Linux, Windows, Forex and other VPS: 10 days (240 hours) from usable activation, on the customer’s first qualifying VPS order only. Activated license charges may be deducted.
• New standard VPS order, not yet activated: cancellation and a full refund may be requested before usable activation.
• Dedicated, Bare Metal, GPU VPS and GPU Dedicated: no 10-day change-of-mind guarantee. Cancellation and a full refund are available before activation.
• Domain registration, transfer, renewal or restoration: separate registrar/registry rules apply.
• Material unresolved service failure or failure to deliver: considered separately from the introductory VPS guarantee.

Approved refunds for a purchased service are credited first to the PerLod Wallet. On the customer’s request, that refunded amount can be returned through the original supported payment method. Money added to the Wallet as a top-up is not refundable.

This summary does not replace the detailed terms below. Refund requests can be submitted through the PerLod Client Area.

Definitions

• Eligible VPS Service: A standard, non-GPU VPS service, including Linux VPS, Windows VPS, Forex VPS and other standard VPS variants offered by PerLod, unless a clearly disclosed, legally permissible product-specific exception applies. GPU VPS and GPU compute are governed by the pre-activation rules below, not the standard 10-day satisfaction guarantee.
• First Eligible VPS Order: The customer’s earliest paid order for an Eligible VPS Service that actually reaches usable Service Activation. A standard VPS order cancelled before activation does not count as an activated introductory order. A previous purchase solely of another product type, such as a domain, does not itself use the VPS guarantee. A later activated VPS order does not qualify merely because no refund was claimed on the first qualifying activated order.
• Service Activation / Activation Timestamp: The UTC date and time when the ordered service was actually provisioned and made reasonably available for customer access and use, as shown by PerLod’s provisioning and delivery records. An internal status label alone does not prove usable delivery. A routine restart, rebuild, reinstall or customer-initiated configuration change does not restart the original guarantee clock. An original failure to provide usable delivery is assessed separately.
• Base Service Amount: Money actually paid for the eligible core hosting service, excluding activated non-refundable licensing, third-party, add-on, setup, custom-work or metered charges.
• Refundable Amount: Money actually paid and attributable to the affected service or order that is eligible for repayment after the deductions this policy permits. It may not exceed the actual amount paid for that refundable portion.
• Pre-Activation Refund: A refund requested before activation, distinct from the 10-day satisfaction guarantee.
• Service Failure Refund: A remedy for the eligible unused part of a current prepaid period where a material failure attributable to PerLod cannot reasonably be resolved after investigation and a reasonable opportunity to remediate.
• PerLod Wallet: The customer’s PerLod account balance. Money the customer adds to the Wallet as a top-up is not refundable. A refund that PerLod credits to the Wallet for a purchased service can be returned externally on request, as described in Section 18. Service Credits under the Service Level Agreement are also added to the Wallet, but they are never returned externally.
• Business Day: A day on which PerLod’s support, billing and refund operations ordinarily operate, excluding weekends and public holidays.

1. Eligibility for the 10-Day Money-Back Guarantee

PerLod offers a voluntary 10-Day Money-Back Guarantee on the first qualifying activated order containing an Eligible VPS Service, once per genuine customer or purchasing organization. The first qualifying order is identified by order history and actual activation, not by whether a previous refund claim was approved.

To qualify, the customer must submit a valid refund request within the applicable period, and the order must not be subject to a substantiated disqualifying fraud, deliberate refund abuse, or material Acceptable Use Policy violation. An otherwise eligible request does not require proof that the VPS is defective.

This guarantee can be exercised only for the first qualifying activated VPS order and does not reset after any waiting period. An order cancelled before activation does not by itself exhaust the first activated VPS opportunity. A second email address, account, payment method or identity does not grant the same real customer another introductory guarantee. Shared internet access, a common household, or payment-related similarities are not by themselves proof of abuse.

If a first eligible order contains multiple eligible VPS instances, the customer may include those instances in the same first-order guarantee claim, subject to their individual activation deadlines. Submitting an amendment concerning another eligible item on that same order does not create a second independent guarantee claim.

This restriction concerns only the voluntary satisfaction guarantee. It does not remove rights connected with a service not delivered, an eligible cancellation before activation, an unresolved PerLod service failure, or applicable law.

2. Standard VPS Money-Back Guarantee

A customer may request a customer-satisfaction refund for an eligible first standard VPS order within 10 consecutive calendar days (240 hours) after the relevant service’s Activation Timestamp. The period does not start on the invoice, order or payment date. Each qualifying service in a multi-service first order has its own recorded activation time and request deadline. A routine rebuild, reinstall, restore or restart does not create a new 240-hour window.

A request submitted within the period remains timely even if PerLod replies or finishes reviewing it after the deadline. No reason for dissatisfaction and no evidence of technical failure is necessary for this voluntary satisfaction refund.

For an approved request, PerLod refunds the Base Service Amount actually paid for the eligible VPS, after the deductions expressly permitted by this policy. Normal, legitimate usage within the purchased plan’s included allowances does not by itself lead to a deduction for days of service used during the 10-day guarantee period.

Activated non-refundable licenses (Section 10.1), setup fees, add-ons and third-party charges, and separate excess usage charges are excluded. No refund exceeds the corresponding money actually paid; free credits and unspent promotional benefits have no cash-refund value.

3. Cancellation and Refund Before Activation — All Server Types

Dedicated Servers, Bare Metal, GPU Dedicated Servers, GPU VPS and other GPU compute services are not covered by the standard 10-day satisfaction guarantee. The pre-activation cancellation rules below also apply to new standard VPS orders, including Linux, Windows and Forex VPS, whether or not the customer qualifies for the first-order satisfaction guarantee.

For a new order for any server type described above, customers may request cancellation at any time before the affected service is activated and made available for use. If the service has not been activated, the amount paid for it is refunded in full.

The decisive point is the time at which PerLod receives the valid refund request, compared with the actual Activation Timestamp. PerLod determines whether and when a service was activated from its provisioning and delivery records. Normal provisioning, resource reservation or configuration work does not by itself end the pre-activation refund right. PerLod will take reasonable steps to stop fulfilment after receiving a timely cancellation request. If PerLod activates a service after a valid pre-activation refund request was received, that later activation does not defeat the request.

A standard VPS order validly cancelled before activation does not consume the one-time satisfaction guarantee, because no usable introductory VPS service was delivered. This does not create unlimited post-activation guarantees: only the first qualifying activated VPS order can receive the voluntary 10-day guarantee.

Once a Dedicated, Bare Metal, GPU VPS or GPU Dedicated service is activated, it has no voluntary change-of-mind refund, and its activated licenses and setup fees are not refundable. Activated standard non-GPU VPS services are instead governed by Sections 1–2 for satisfaction claims. Service Failure Refunds, failure-to-deliver remedies and mandatory legal rights remain available where applicable.

4. Refunds for Material Service Failure

The 10-day guarantee is separate from a refund related to a material unresolved failure attributable to PerLod.

A customer may request a Service Failure Refund during an active prepaid period when all of the following apply:

1. A material technical issue substantially affects the ordered service.
2. The issue is attributable to PerLod’s infrastructure, hardware, network, platform or service delivery.
3. The customer reports the problem and allows PerLod a reasonable opportunity to investigate and remedy it, taking severity into account.
4. The problem cannot reasonably be resolved or the contracted service restored within a reasonable period.

Where these conditions are met and the affected service is terminated, the customer may obtain an eligible prorated refund for the unused part of the current prepaid period. A temporary interruption or hardware fault that is remedied within a reasonable timeframe does not automatically trigger termination and an unused-period refund.

5. Service Failure Refund Calculation

Unless a different applicable obligation requires otherwise:

Service Failure Refund = Refundable Amount for the current prepaid service period × Unused time ÷ Total time in that period.

Example: An eligible $90 prepaid service period lasts 30 days. If a qualifying unresolved failure leads to termination after 10 days, the unused 20 days correspond to a $60 refund, subject to valid non-refundable items.

The refund is based on actual recorded service-period timestamps and cannot exceed the applicable amount actually paid, net of any refunded amounts already settled for the same charge and period and of any Service Credit issued under the Service Level Agreement for the same service and period. This calculation applies to a Service Failure Refund, not to an otherwise valid 10-day satisfaction claim, for which normal usage during the guarantee period is not deducted.

6. Service Failure Refund Exclusions

A Service Failure Refund does not ordinarily arise from an issue primarily caused by customer configuration, customer-installed or unsupported software, customer firewall or security settings, customer-side connectivity, third-party services or networks that neither PerLod nor its suppliers operate, misuse, a valid non-payment suspension, material AUP or Terms violations, fraud, or circumstances reasonably beyond PerLod’s control. A failure at a data center, network carrier or other supplier that PerLod uses is not, on its own, such a circumstance.

An external attack, including DDoS, does not automatically qualify unless PerLod failed a commitment that applies to the service, such as the Service Level Agreement. PerLod will review available technical evidence rather than relying only on a broad exclusion.

These exclusions do not automatically disqualify a timely, otherwise eligible no-reason VPS Money-Back Guarantee claim.

7. Domain Registration Refunds

A domain registration fee is generally refundable if a valid request is received before submission to the registrar or registry and before irreversible related costs are incurred. Once registration is submitted or processed, or an irreversible third-party charge occurs, the fee is generally non-refundable, subject to applicable law and registry rules.

If PerLod cannot register the ordered domain and no irreversible third-party charge has been incurred, the eligible amount will be returned.

8. Domain Transfer Refunds

A transfer fee is generally refundable if cancellation is requested before the transfer process is initiated with the registrar or registry and before irreversible third-party costs are incurred. Once initiated, authorized, submitted or processed, the transfer fee may be non-refundable to the extent permitted by law. Where failure is attributable to PerLod, the appropriate remedy will be assessed under applicable contractual and legal requirements.

9. Domain Renewals, Redemption and Restoration

Domain renewal fees are generally non-refundable once submitted, processed or irreversibly incurred. Redemption and restoration fees are generally non-refundable once the relevant procedure begins and the corresponding costs are incurred. Premium-domain and registry charges may have additional disclosed restrictions. Mandatory legal or registrar and registry rights remain unaffected.

10. Non-Refundable Charges and Licenses

The voluntary guarantee does not require refunding genuinely activated, consumed, delivered or irreversibly incurred charges, subject to applicable law.

10.1 Windows licensing

Where a Windows license has been activated, the following per licensed month deductions apply. The rate depends on the Windows edition installed on the service, not on the VPS plan type:

• Windows Desktop license — USD 15 per licensed month. This covers the Windows 2019 Desktop and Windows 2025 Desktop editions, which are the default on Windows VPS and Forex VPS plans.
• Windows Server license — USD 20 per licensed month. This applies when the customer selects a Windows Server edition, such as Windows Server Standard or Datacenter.

Only the license actually provisioned is deducted. The two rates are not added together for the same license. For a standard monthly order, the deduction is $15 or $20 for an activated license, as appropriate. Where a license is included in the advertised plan price, this deduction still applies once the license is activated.

A charge is not deducted merely because a license type appears on a plan card: the relevant license must have been activated. For multi-month terms, only license periods already activated are deducted; future license periods are not deducted automatically. For a bundled, discounted, multi-month or mixed-payment order, the deduction reflects the amount actually attributable to the customer’s payment for that license. The same license is never deducted twice. No license deduction may exceed the amount actually paid for that license, and a refund may never become negative. The customer will receive an itemization of deductions on request.

10.2 Other charges

Before a service is activated, Section 3 applies and nothing is deducted. Other non-refundable items include, when individually applicable:

• setup fees, once the service is activated;
• cPanel, Plesk, DirectAdmin and other third-party software license fees;
• additional IP addresses, subnet or IPv6 allocations and related separately billed setup costs;
• completed paid installation, configuration, migration beyond free allowances and remote-hands work;
• specially ordered hardware and non-cancellable custom configurations, once the service is activated;
• backup, snapshot, extra storage or similar add-ons already provisioned or used;
• bandwidth overages, extra traffic, metered or hourly consumption beyond the package’s included allowances;
• registration, renewal, transfer, redemption or restoration and premium-domain costs governed by Sections 7–9;
• separately charged, genuinely non-recoverable third-party transaction or network costs where deduction is permitted by law.

Normal included CPU, RAM, storage and bandwidth use on a qualifying standard VPS is not itself an extra penalty. No undisclosed cancellation penalty or general administrative refund fee will be imposed. Undelivered and recoverable add-ons are not automatically non-refundable.

11. Promotions and Discounts

Ordinary coupons and advertised discounts do not automatically remove eligibility for an otherwise eligible standard VPS first order. The refundable amount is based on the price actually paid, not the undiscounted list price. Promotional and referral credits are not cash-refundable.

A distinct promotional or clearance product may have different or no voluntary guarantee only if those terms were clearly disclosed before purchase and are allowed by law. No exclusion is introduced retroactively.

12. How to Request a Refund

Refund requests should be opened through the PerLod Client Area as a support or billing ticket. Identify the service and the order or invoice, and clearly request a refund. The recorded ticket-submission time determines timeliness. The time a member of staff reads or approves the ticket does not replace the submission time.

The customer may be asked to verify ownership and payment and to acknowledge that approved termination may permanently remove service data. Giving a reason for dissatisfaction is optional for a genuine 10-day guarantee request.

Customers should back up required data before the refund is completed. If a confirmed PerLod Client Area failure prevented timely submission, PerLod will consider reliable evidence of the customer’s attempted timely contact rather than using its own outage to defeat an otherwise valid right.

An ordinary cancellation without a refund request does not automatically constitute a refund application, but PerLod may clarify an obviously ambiguous request rather than unreasonably denying it.

13. Cancellation and Refund Are Different

Standard cancellation generally prevents the next renewal; an immediate cancellation may terminate the service earlier. Cancellation alone does not necessarily reverse charges already applied for the current period.

The customer should indicate whether they seek non-renewal, immediate termination or a refund. Clear, timely refund requests will not be reclassified as ordinary cancellations solely to avoid the guarantee.

14. Suspension During Refund Review

Submitting an ordinary refund request does not automatically suspend the service. PerLod may restrict access where reasonably necessary to prevent suspected fraud, ongoing abuse or unauthorized activity, to avoid additional separately billable usage, to preserve evidence or to satisfy security or legal requirements.

PerLod will seek a proportionate response and, where practicable without creating a security risk, allow the customer a reasonable opportunity to back up data before final deletion. Suspension during review does not invalidate an already timely request.

15. Service Termination and Data Removal

After an approved refund and appropriate termination, PerLod may permanently remove data, snapshots, backups, assigned IP addresses, credentials and allocated resources. Customers should maintain independent backups. Where reasonably practicable, PerLod will warn of irreversible deletion before termination.

Data may be unrecoverable after termination. This section does not exclude any liability or data-protection obligation that applicable law makes non-excludable.

16. Refund Review Time

PerLod ordinarily aims to review a straightforward refund request within two business days. Cases requiring account or payment verification, abuse or fraud investigation, technical validation, chargeback coordination or third-party review may take longer. The two-day target concerns review, not the external bank’s settlement time.

A timely request does not become late because additional review or verification is needed.

17. Approval and Refund Processing

When approved, PerLod will calculate the eligible refund and any permitted deductions and credit the approved refund to the customer’s PerLod Wallet. The approval, Wallet credit, external refund initiation and external settlement are different stages. A Wallet credit is not a completed external refund. Where the customer requests an external refund, PerLod will arrange it after the necessary ownership, payment and security checks.

If a mandatory legal remedy requires direct reimbursement through the original means of payment or within a statutory deadline, PerLod will follow that process without requiring the customer to accept Wallet credit as a replacement.

Once the external refund is initiated, the payment provider, bank or network may typically take approximately 5–10 business days to make the amount available; actual timing can vary by route. This settlement estimate does not authorize PerLod to delay its own action without a legitimate reason.

18. Refund Method — Wallet and External Payment

Approved refunds for a purchased service are credited first to the PerLod Wallet, except where applicable law requires another route.

The customer may use that balance for PerLod services or request that the refunded amount be returned through the original supported payment method used for the service. Wallet credit is not intended to force a customer to repurchase services.

Money added to the Wallet as a top-up is not refundable, and a service paid from Wallet balance is refunded to the Wallet. Only the part of a refund that came from a direct card, crypto or other supported external payment for the service can be returned externally.

For card and other supported provider payments, eligible external refunds normally go back to the original transaction or payment method. If that route cannot receive a refund, PerLod may assess another reasonably available, appropriately verified route, subject to applicable law and compliance controls.

PerLod may verify payment ownership and refuse to redirect funds to an unrelated third party. Promotional or free credits cannot be converted into cash. For a mixed payment, the refundable amount is allocated according to the actual source of funds, and no amount may be refunded twice. If an external refund is requested or being processed, the corresponding Wallet amount is reserved or removed so it cannot be both spent and refunded externally.

19. Cryptocurrency Payments

For eligible cryptocurrency-funded orders, PerLod first credits the approved refund amount to the customer’s Wallet. On request, an external crypto refund may be arranged where technically supported and consistent with the original provider’s capabilities and applicable legal and payment checks.

Account ownership, payment records, crypto address and network may require verification. The refundable value is based on the amount actually settled and allocated to the refundable purchase; PerLod does not guarantee an identical token quantity after conversion or market movement. Any applicable, legally permitted network or conversion charges will be communicated where reasonably ascertainable. Funds will not knowingly be redirected to an unverified third party.

20. Suspicious Payments, Fraud Review and Security Holds

PerLod may investigate reasonably suspected unauthorized payments, compromised credentials, identity manipulation, account takeover, duplicate or related accounts used to defeat the introductory rule, payment laundering, fraudulent chargebacks or material platform misuse.

PerLod may reasonably delay order processing, access, approval or release while verifying ownership, transactions and supporting evidence. Where a specific fraud or abuse concern remains after initial review, return of funds may be delayed for several additional business days for proportionate security checks and prevention of duplicate reversals, subject to applicable mandatory deadlines.

Any such hold will have a recorded reason, responsible reviewer and scheduled reassessment; it will not be maintained indefinitely without a continuing legitimate basis. Where lawful and practicable, PerLod will explain that extra review is underway and may request relevant account or payment evidence. Suspicion alone is not a finding of fraud: if legitimacy is verified and the claim otherwise qualifies, normal refund processing resumes. Seeking a legitimate refund is not, by itself, suspicious conduct.

21. Chargebacks and Payment Disputes

A customer retains any lawful right to dispute a payment. If a chargeback or reversal is ongoing, PerLod may coordinate or temporarily pause a parallel voluntary refund to prevent duplicate payment where the payment rules and law permit.

A legitimate dispute is not automatically fraud. Knowingly false claims, deliberate duplicate recovery and fraudulent chargebacks may lead to appropriate action under PerLod’s Terms and applicable law.

22. Refund Abuse and One-Time Introductory Guarantee

PerLod may deny the voluntary Money-Back Guarantee where reasonably supported evidence demonstrates deliberate abuse, including false identity or payment data, related accounts deliberately cycling through first-order guarantees, coordinated short-term resource consumption with fraudulent intent, fabricated claims, referral or promotion manipulation, or duplicate refund and chargeback recovery.

No single signal — shared household, shared IP address, similar account metadata, a high but permitted CPU or bandwidth workload, or a request close to the deadline — proves abuse on its own. PerLod will assess relevant evidence and context proportionately.

One eligible introductory guarantee may be claimed per real customer for that customer’s first qualifying activated VPS order. A pre-activation cancellation, a failure-to-deliver refund, a Service Failure Refund or a legally required refund does not itself count as a satisfaction claim. The first qualifying activated VPS order remains the only order covered by the introductory satisfaction guarantee, even when no satisfaction refund is requested for it.

If PerLod declines a voluntary guarantee request on grounds of suspected fraud, abuse, ownership or eligibility, the customer may request a reconsideration through the PerLod Client Area with relevant information. Where practicable, the reconsideration will be handled by a reviewer other than the original decision-maker. PerLod may withhold sensitive security-detection details, but will communicate the general reason for its decision where lawful and reasonably possible.

23. Acceptable Use Policy Violations

A service legitimately suspended or terminated for a substantiated material violation of the Terms of Service or Acceptable Use Policy is not eligible for the voluntary Money-Back Guarantee.

Examples include spam, phishing, malware distribution, fraudulent activity, unauthorized scanning, network attacks, illegal activities and other serious prohibited uses. PerLod will consider available evidence; a mere unverified allegation is not automatically conclusive. Mandatory customer rights remain unaffected.

24. Customer Configuration and Third-Party Problems

Customer-side configuration, applications or third-party issues do not ordinarily establish a Service Failure Refund attributable to PerLod. They do not automatically defeat an otherwise valid, no-reason 10-day satisfaction claim.

An otherwise available service not used by the customer does not extend the 240-hour period, except where PerLod failed to make the ordered service genuinely available or a separate legal right applies.

25. Refund Requests Outside the Guarantee Period

A voluntary customer-satisfaction refund submitted after the 240-hour deadline is normally unavailable. PerLod may consider exceptions at its discretion, without creating an automatic future precedent. Separate failure-to-deliver, pre-activation, service-failure, product-specific and mandatory statutory remedies remain available where applicable.

26. Accidental Renewals

Renewals are not covered by the introductory Money-Back Guarantee. PerLod may examine an accidental renewal request case by case, considering when it was raised, whether the renewed service period began, actual service delivery, incurred licenses or third-party fees and applicable law. No separate unconditional renewal guarantee is promised.

27. Failure to Deliver or Incorrect Delivery

If PerLod cannot deliver an ordered service, materially delays delivery beyond agreed or reasonable expectations, or delivers something materially different from the agreed order without consent, the customer may have separate contractual or legal remedies.

PerLod will provide a legally required remedy and may, where appropriate, offer repair, correction, replacement, alternative service, credit or refund acceptable under applicable law. Such a refund is not contingent upon first-order guarantee eligibility and does not use the customer’s one-time satisfaction guarantee.

28. Product-Specific Terms

Some products may have special refund provisions resulting from licensing, customization or third-party costs. Material exceptions must be clearly presented before payment, cannot be introduced retroactively and remain subject to non-waivable rights. A product with only a pre-activation refund may not be advertised as having the general 10-day VPS satisfaction guarantee.

29. Verification of Refund Requests

PerLod may request reasonably necessary verification of account and payment ownership, order and service records, applicable charges, refund eligibility, service-failure evidence and payment security. Verification requests will be relevant and proportionate and will not be used merely to discourage genuine claims. Missing necessary information may reasonably delay or prevent approval where eligibility or ownership cannot be established.

30. Customer Data Responsibility

Customers should retain independent backups of important data. Optional PerLod backup services have their own applicable terms and do not replace the customer’s independent backup obligations unless PerLod expressly agrees otherwise.

An approved refund with service termination may permanently erase the service and related data. Recovery is not guaranteed. Applicable data-protection and mandatory liability obligations remain unaffected.

31. Changes to This Policy

PerLod may revise this policy, publishing the current version and update date at the official policy URL. An existing commercial guarantee is normally governed by the version applicable when that order was placed. A later update will not retroactively remove a guarantee already granted, unless required by applicable law. PerLod may voluntarily apply more favorable terms to existing customers.

32. Applicable Law and Mandatory Rights

This policy describes a voluntary commercial guarantee and ordinary refund processes, not a waiver of legal rights. Mandatory cancellation, refund, correction, re-performance, consumer-protection or data rights prevail whenever the law applicable to the customer and transaction requires them. Rights can differ for individual consumers and business purchasers.