Money-Back Guarantee & Refund Policy

Definitions

For this policy:

• “Eligible VPS Service” means a standard PerLod VPS service, unless PerLod clearly states before purchase that the particular product, plan, promotion, or offer is excluded from the 7-Day Money-Back Guarantee or is subject to different refund terms.
• “Base Service Amount” means the recurring price actually paid for the eligible VPS plan itself, excluding licenses, add-ons, usage charges, setup or installation fees, custom services, third-party costs, and other charges identified as non-refundable under this policy.
• “Service Activation Date” means the date on which PerLod first makes the ordered service available for use by the customer.
• “Provisioning Begins” means the point at which PerLod begins allocating or configuring resources specifically for a Dedicated Server order, orders customer-specific hardware, or otherwise incurs a provisioning commitment or non-recoverable cost specifically for that order.
• “Refundable Service Amount” means the amount actually paid for the affected service period that remains eligible for refund after excluding charges identified as non-refundable under this policy.
• “Service Failure Refund” means a prorated refund for the unused portion of an active prepaid service period where a material service failure attributable to PerLod cannot reasonably be resolved after PerLod has been given a reasonable opportunity to investigate and remediate the issue.

1. Eligibility

The Money-Back Guarantee applies only to a new customer and only to that customer’s first Eligible VPS Service order.

Standard PerLod VPS services are covered by the 7-Day Money-Back Guarantee unless they are clearly identified before purchase as excluded or subject to different refund terms.

The 7-day period begins on the Service Activation Date, not the invoice creation or payment date.

For anti-abuse purposes, the Money-Back Guarantee may be claimed only once within any 180-day period by the same customer, organization, household, or associated payment method. Creating or using additional or related accounts does not create a new guarantee period. The 180-day restriction does not renew eligibility for an existing customer whose first eligible order has already been used.

The Money-Back Guarantee applies only to the initial purchase of an Eligible VPS Service and does not apply to renewals.

Some products, promotions, special offers, or services may have different refund conditions where clearly disclosed before purchase, subject to applicable law.

2. VPS Money-Back Guarantee

An Eligible VPS Service may be refunded when a valid refund request is submitted within 7 calendar days of the Service Activation Date and the eligibility requirements of this policy are satisfied.

The refund is limited to the Base Service Amount actually paid by the customer for the Eligible VPS Service.

Discounts, promotional credits, coupons, or account credits do not increase the refundable amount. The maximum refund cannot exceed the amount of money actually paid by the customer for the refundable portion of the order.

The Money-Back Guarantee is intended to allow legitimate customers to evaluate whether an Eligible VPS Service is suitable for their requirements.

3. Dedicated Server Refunds

Dedicated Server orders are eligible for a full refund only if a valid refund request is received before Provisioning Begins, unless the specific server is explicitly advertised with different refund terms or a separate Money-Back Guarantee.

Once Provisioning Begins, Dedicated Server orders are normally non-refundable unless otherwise stated for that specific product, the service qualifies for a Service Failure Refund under this policy, or applicable law requires otherwise.

Custom, build-to-order, specially configured, or customer-specific Dedicated Servers are non-refundable once Provisioning Begins, except where the service qualifies for a Service Failure Refund under this policy or applicable law requires otherwise.

Where a Dedicated Server is specifically advertised with its own Money-Back Guarantee, the conditions displayed for that server at the time of purchase will apply, subject to applicable law.

4. Service Failure Refund

The 7-Day Money-Back Guarantee is separate from refunds related to unresolved service failures attributable to PerLod.

A customer may request a Service Failure Refund at any time during an active prepaid service period where all of the following conditions are met:

• A material technical problem affects the service;
• The problem is attributable to PerLod’s infrastructure, platform, hardware, network, or service delivery;
• The customer has reported the problem to PerLod;
• PerLod has been given a reasonable opportunity to investigate and resolve the problem; and
• The problem cannot reasonably be resolved after PerLod has had a reasonable opportunity to investigate and remediate it.

If these conditions are met, the customer may terminate the affected service and receive a prorated refund for the unused portion of the current prepaid service period.

5. Service Failure Refund Calculation

The amount corresponding to the portion of the service period already used will be deducted from the refundable amount.

Unless otherwise specified, the prorated refund will generally be calculated as:

Refundable Service Amount ÷ Number of Days in the Applicable Billing Period × Unused Days

Example: if the Refundable Service Amount is $90 for a 30-day service period and the service is terminated after 10 days due to an unresolved issue attributable to PerLod, the used portion is $30 and the eligible unused portion is $60. The eligible refund would therefore be $60, subject to the exclusions and non-refundable charges in this policy.

6. Service Failure Refund Exclusions

A Service Failure Refund is not available where the problem is caused primarily by:

• Customer configuration
• Customer-installed software
• Unsupported operating systems or applications
• Customer misuse
• Customer-side connectivity
• Third-party software or services
• External networks outside PerLod’s reasonable control
• Customer firewall or security configuration
• Suspension due to non-payment
• A material violation of the Terms of Service or Acceptable Use Policy
• Abuse, prohibited activity, or fraud
• Circumstances outside PerLod’s reasonable control

External attacks, including DDoS attacks, do not automatically create refund eligibility unless the affected service is covered by a specific protection or service commitment. PerLod will review available technical evidence when determining whether a problem is attributable to PerLod.

7. Domain Registration Refunds

A domain registration fee is refundable if a valid cancellation and refund request is received before the registration request has been submitted to the applicable registrar or registry.

Once the registration request has been submitted, processed, registered, or an irreversible third-party fee has been incurred, the domain registration fee becomes non-refundable, except where applicable law requires otherwise.

If PerLod is unable to register the requested domain and no irreversible third-party registration fee has been incurred, the eligible amount will be refunded.

8. Domain Transfer Refunds

A domain transfer fee is refundable if a valid cancellation and refund request is received before the transfer process has been initiated with the applicable registrar or registry.

Once the transfer has been initiated, submitted, authorized, processed, or an irreversible third-party fee has been incurred, the transfer fee becomes non-refundable, except where applicable law requires otherwise.

If PerLod is unable to initiate or complete the transfer due to circumstances attributable to PerLod and the related third-party fee has not been irreversibly incurred, the eligible amount will be refunded.

9. Domain Renewal, Redemption, and Restoration

Domain renewal fees become non-refundable once the renewal request has been submitted or processed.

Domain redemption and restoration fees become non-refundable once the applicable redemption or restoration process has started.

Premium domain fees and other registry-related charges may be non-refundable once submitted, processed, or incurred, subject to applicable law.

10. Non-Refundable Charges

Unless otherwise required by applicable law, the following charges are non-refundable once provisioned, activated, registered, consumed, delivered, submitted, processed, or incurred:

• Domain registration fees after submission to the registrar or registry
• Domain renewal fees after submission or processing
• Domain transfer fees after initiation
• Domain redemption and restoration fees after the applicable process begins
• Premium domain and registry-related fees once incurred
• Windows licenses
• cPanel licenses
• Plesk licenses
• DirectAdmin licenses
• Other third-party software or license fees
• Additional IPv4 addresses
• Additional IPv6 allocation fees where applicable
• Setup fees
• Installation fees
• Migration services
• Remote hands services
• Custom configuration services
• Custom hardware costs
• Backup services once provisioned or used
• Snapshot services once provisioned or used
• Additional storage once provisioned or used
• Bandwidth overages
• Additional traffic charges
• Usage-based charges
• Hourly resource usage
• Other third-party costs already incurred by PerLod

Refunds do not include third-party payment-processing, network, banking, or transaction fees that were charged separately and cannot reasonably be recovered by PerLod, except where applicable law requires otherwise.

11. Promotional and Discounted Services

If an eligible service was purchased using a promotion, discount, or coupon, the refundable amount is limited to the amount actually paid by the customer for the refundable portion of that service.

Promotional, clearance, special-offer, or heavily discounted services may have different refund conditions where those conditions are clearly disclosed before purchase and are permitted by applicable law.

Some promotional products may be explicitly marked as non-refundable, subject to applicable law.

12. How to Request a Refund

The customer must submit the refund request through the PerLod dashboard before the applicable guarantee or refund period expires:

https://dash.perlod.com/

The request should identify:

• The related service
• The invoice or order number
• A clear request for a refund
• Confirmation that any required data has been backed up
• Confirmation that the customer understands that the service and its associated data may be permanently removed if the refund is approved

PerLod may optionally ask the customer to provide a reason for the refund for service-improvement purposes. Providing a reason is not a condition of eligibility unless the information is reasonably necessary to verify the request under this policy.

Submitting a cancellation request without specifically requesting a refund does not automatically create a refund request.

13. Cancellation and Refunds Are Different

A cancellation request normally prevents the service from renewing at the end of the current billing period.

Cancellation does not automatically create a right to a refund and does not automatically reverse charges already applied for the current billing period.

A refund will be issued only when the requirements of this policy are satisfied, product-specific refund terms apply, or another refund right is required under applicable law.

14. Service Suspension During Refund Review

After a refund request is submitted, PerLod may suspend the related service while refund eligibility is reviewed where suspension is reasonably necessary to prevent further resource consumption, abuse, fraud, unauthorized activity, or continued chargeable usage, or to preserve technical evidence relevant to the request.

Customers should therefore complete any required backups before submitting the refund request.

To the maximum extent permitted by applicable law, PerLod is not responsible for loss of customer data resulting from a customer-requested cancellation, refund-related suspension, or approved refund termination where the customer was responsible for maintaining backups. Nothing in this clause excludes liability that cannot legally be excluded.

15. Service Termination and Data Removal

Once a refund request is approved, PerLod may terminate the related service immediately. As a result:

• Data stored on the service may be permanently deleted
• Existing backups may be removed
• Existing snapshots may be removed
• Assigned IP addresses may be released
• Service credentials may be removed or invalidated
• Related resources may be deallocated
• The terminated service may no longer be recoverable

Customers are responsible for downloading and securing any required data before submitting a refund request, except to the extent otherwise required by applicable law.

16. Refund Review Time

PerLod normally reviews eligible refund requests within 2 business days.

Additional verification may be required where the request involves account ownership verification, payment verification, fraud investigation, abuse investigation, chargeback activity, technical investigation, service-failure verification, or eligibility verification.

Complex cases may require additional review time. The review period is an operational target and not a guarantee where additional verification is reasonably required.

17. Refund Processing Time

Once a refund is approved, PerLod will credit the approved refundable amount to the customer’s PerLod Wallet. Where the customer requests and is eligible for an external refund, PerLod will initiate the applicable external refund after any required verification and processing steps are completed.

After PerLod initiates an external refund, the amount may normally take approximately 5 to 10 business days to appear, depending on the customer’s bank, card issuer, payment processor, payment route, cryptocurrency network, or other financial intermediary.

Processing times after PerLod initiates an external refund are controlled by the relevant payment provider or financial intermediary and may vary.

18. Refund Method

Approved refunds are first credited to the customer’s PerLod Wallet.

Customers may use the credited balance for PerLod services or, where available and subject to applicable payment, verification, security, technical, and legal requirements, request that the refundable balance be returned externally.

Crediting an approved refund to the PerLod Wallet as the initial refund step does not prevent the customer from requesting an eligible external refund of that refundable balance.

For payments originally made by card or another supported payment provider, an approved external refund will normally be returned to the original payment method where that payment method and provider support refunds.

Where the original payment method cannot receive a refund, PerLod may use another reasonably available refund route, subject to appropriate verification and applicable payment, security, compliance, and legal requirements.

PerLod will not normally redirect an external refund to a different person, bank account, card, payment account, or other payment destination solely at the customer’s request where doing so creates a fraud, ownership, payment-security, or compliance risk.

19. Cryptocurrency Payments

Where a cryptocurrency payment is eligible for refund, the approved refundable amount is first credited to the customer’s PerLod Wallet.

The customer may use that balance for PerLod services or request an eligible external refund where an external refund route is available.

An eligible cryptocurrency external refund may be sent to a cryptocurrency wallet provided by the customer after any verification reasonably required by PerLod.

The available refund route may depend on the payment provider, cryptocurrency network, currency, technical capabilities, and applicable legal or compliance requirements.

PerLod is not responsible for cryptocurrency price fluctuations.

Blockchain transaction fees, exchange-rate differences, and network or withdrawal fees associated with returning cryptocurrency are non-refundable unless otherwise agreed by PerLod or required by applicable law.

20. Suspicious Payments and Fraud Review

PerLod may temporarily delay or suspend service activation, service access, order processing, refund processing, or account activity where a payment, account, transaction, or refund request is reasonably suspected of fraud, unauthorized use, identity manipulation, payment abuse, account takeover, payment-method manipulation, or other suspicious activity.

PerLod may request reasonable verification of account ownership, payment ownership, billing information, identity, order information, payment authorization, or transaction information where such verification is relevant to the review.

A fraud review does not by itself mean that fraud has been confirmed.

If the transaction is verified as legitimate, the refund request will continue to be evaluated under the normal requirements of this policy.

21. Chargebacks and Payment Disputes

Opening a chargeback or payment dispute while a refund request is under review may suspend the normal refund process until the payment dispute has been resolved or the applicable payment provider permits further action.

Fraudulent chargebacks, intentionally duplicative refund and chargeback claims, or attempts to obtain both a refund and a chargeback may result in account suspension, service termination, loss of commercial Money-Back Guarantee eligibility, and other actions permitted under the Terms of Service and applicable law.

Nothing in this section limits any right that cannot legally be waived under applicable law.

22. Refund Abuse

The Money-Back Guarantee is intended for legitimate evaluation of eligible PerLod services.

PerLod may reject a Money-Back Guarantee request where there is reasonable evidence that the guarantee is being abused or deliberately misused, including:

• Repeated purchases followed by refund requests
• Repeated use of the service for short-term resource consumption
• Multiple related accounts attempting to use the guarantee
• Bulk service purchases followed by cancellation
• Self-referral or referral abuse
• Duplicate or related accounts created to obtain additional refund periods
• Fraudulent payment activity
• Fraudulent identity or account information
• Chargeback abuse
• Coupon or promotion abuse
• Attempts to avoid the 180-day anti-abuse restriction

PerLod may deny a Money-Back Guarantee request where, based on reasonable evidence available to PerLod, refund abuse, fraud, or deliberate misuse has occurred or is being attempted. This clause does not limit any mandatory refund rights that apply independently of the Money-Back Guarantee.

23. Acceptable Use Policy Violations

A service suspended or terminated because of a material violation of the PerLod Terms of Service or Acceptable Use Policy is not eligible for the commercial Money-Back Guarantee. This exclusion does not remove any mandatory refund or consumer right that cannot legally be waived.

This includes, but is not limited to, services involved in:

• Spam
• Phishing
• Fraud
• Malware distribution
• Unauthorized scanning
• Network attacks
• Abuse
• Illegal activity
• Prohibited content
• Other material violations of PerLod policies

Fraudulent payment activity or abusive chargeback activity may also void commercial Money-Back Guarantee eligibility, subject to applicable law.

24. Customer Configuration and Third-Party Issues

The Money-Back Guarantee does not create additional refund rights for problems caused solely by:

• Customer configuration
• Customer-installed software
• Unsupported operating systems or applications
• Third-party software
• External networks
• Third-party services
• Customer-side connectivity
• Services or systems outside PerLod’s reasonable control

The customer’s failure to use or configure an otherwise available service does not extend the applicable Money-Back Guarantee period. This does not apply where the customer cannot access or use the service because PerLod failed to deliver the ordered service or because applicable law requires a different remedy.

25. Services Outside the Guarantee Period

Refund requests submitted after the applicable Money-Back Guarantee period are normally not eligible for a customer-satisfaction refund under the commercial guarantee.

This does not prevent Service Failure Refunds, failure-to-deliver remedies, pre-provisioning or pre-registration refunds, other contractual refund rights, or mandatory legal refund rights.

PerLod may review exceptional cases at its discretion where permitted by applicable law. Any discretionary review does not create an obligation to approve similar requests in the future.

26. Accidental Renewals

Renewals are not covered by the 7-Day Money-Back Guarantee.

Requests relating to accidental renewals may be reviewed separately on a case-by-case basis. Any such review does not guarantee that a refund will be issued, except where applicable law requires otherwise.

27. Failure to Deliver the Ordered Service

The 7-Day Money-Back Guarantee is separate from any rights or remedies that may arise where PerLod fails to deliver the ordered service, cannot activate it within the agreed or reasonably expected timeframe, or delivers a service that materially differs from the confirmed order without the customer’s approval.

In those circumstances, PerLod will provide the remedy required by applicable law and may, where legally permitted and acceptable to the customer, offer an appropriate replacement, re-performance, service correction, account credit, or refund.

These situations are reviewed separately and are not restricted by the customer-satisfaction requirements or 7-day period of the commercial Money-Back Guarantee where applicable law provides a separate right or remedy.

28. Product-Specific Refund Terms

Certain products or services may have refund conditions that differ from this general policy.

Where product-specific refund conditions are clearly disclosed before purchase, those conditions apply to that product, subject to applicable law and any non-waivable customer rights.

Products explicitly marked as non-refundable are not covered by the commercial Money-Back Guarantee unless otherwise required by applicable law.

29. Verification of Refund Requests

PerLod may request information reasonably necessary to verify:

• Account ownership
• Payment ownership
• Order information
• Service information
• Refund eligibility
• Fraud risk
• Abuse risk
• Technical circumstances relevant to a Service Failure Refund

Failure to provide reasonably requested verification information may delay processing or prevent approval where the missing information is necessary to establish eligibility, ownership, or fraud or abuse risk. PerLod will not request information that is unrelated to the refund review.

30. Data Responsibility

Customers remain responsible for maintaining independent backups of important data. Any backup service separately provided by PerLod is governed by its applicable service terms and does not replace the customer’s responsibility to maintain independent copies unless PerLod expressly states otherwise in writing.

Submitting a refund request or immediate cancellation request may result in permanent removal of the related service and its data once the request is approved or processed. PerLod does not guarantee that terminated data can be recovered.

31. Changes to This Policy

PerLod may update this policy from time to time. The latest version will be published on this page together with its revision date.

For the commercial Money-Back Guarantee, the policy version disclosed or otherwise applicable when the eligible order is placed will normally govern that order. A later policy change will not retroactively reduce a guarantee already granted for an existing eligible order, unless the change is required by applicable law or is more favorable to the customer.

32. Applicable Law and Mandatory Rights

This policy describes PerLod’s commercial Money-Back Guarantee and refund procedures. Nothing in this policy excludes, restricts, or overrides any right, remedy, refund, cancellation, withdrawal, re-performance, or other protection that cannot lawfully be excluded or waived.

Where applicable law grants the customer rights that are more favorable than this policy, those mandatory rights prevail.