Refund Policy

Automatic renewal: All services are prepaid and renew automatically at the end of each billing term (for example, monthly or annual) at the price shown at checkout. They keep renewing until you cancel.

How to cancel: Submit a cancellation request from the client portal, or ask our support team by chat or email. We confirm every cancellation by email.

No required notice period: Unlike many providers, we don't require 30 days' notice or any other minimum. As long as your request reaches us before your next renewal date, your service won't renew.

End of term: Your service stays active until the end of the term you have already paid for. It is then terminated and its data is permanently deleted. We do not keep server data after termination, so back up anything you need before your term ends.

No refund on cancellation: Cancelling stops future charges. It does not refund the current term.

Billing errors: If a billing error occurs, we refund the affected amount in full to your original payment method, including processing fees. Examples include a duplicate charge, an incorrect amount, or a renewal charged after a cancellation was submitted on time. There is no time limit to report one.

Service not as described: If your service does not match how it was described when you bought it, such as fewer resources than your plan includes, open a support ticket within 30 days of the payment it relates to. We will first try to fix it. If we cannot, we may issue account credit or a refund for part or all of that payment.

Uptime, latency and availability are covered by our Service Level Agreement instead. Service credits under the SLA are the only remedy for those.

Termination by us: Ending a service without cause is extremely rare and not something we expect to do. If it ever happens, we refund the unused portion of your prepaid term, prorated at the price you paid, to your original payment method. If we end it because of conduct described in section 8, we refund the unused portion the same way, less payment processing fees.

If we end your service because you violated our Terms of Service, including our Acceptable Use rules, the current term is not refunded.

Account credit when we close your account: We close accounts only in rare cases. If we ever close yours without cause or because of conduct, unused purchased credit is refunded the same way as a top-up, and bonus credit is forfeited. If we close it because you violated our Terms of Service, bonus credit is forfeited, and unused purchased credit is refunded the same way as a top-up, less any costs we incur because of the violation.

Discounts and promotions: Discounts apply only to a completed term. This includes annual-plan savings, promotional pricing and promo codes. If a credit or refund is approved before the term ends, the time already used is valued without any discount. If nothing remains after that, no credit or refund is due.

Limit: No credit or refund will ever exceed the amount you actually paid.

How credit works:

• It is added to your ChartVPS account balance and can be used toward any future ChartVPS service.
• It does not expire.
• It is not a refund to your card or other payment method, and cannot be withdrawn as cash.

Plans paid with account credit: These are credited back to your account, never refunded to a card or other payment method.

Bonus credit: Bonus credit, such as extra credit added to a top-up, has no cash value and is never refunded. Credit you buy is non-refundable, except at our discretion. If we refund a top-up, any services paid for with account credit are charged at their full price, and the refund is the amount you paid less those services and payment processing fees.

Cryptocurrency payments: Cryptocurrency payments cannot be refunded. Where a refund would otherwise apply to a cryptocurrency payment, it is issued as account credit.

A change of mind, or no longer needing the service. Account credit may be available instead.

Low use or an idle server. Hardware and infrastructure are reserved for you whether or not you use them.

Downtime, latency or availability issues. These are covered by SLA service credits.

Trading results, including losses, missed opportunities or failed executions.

Payment processing fees, except for a billing error or a termination by us without cause.

Cryptocurrency payments, which are credited to your account instead.

A term that has already ended.

We respond within one business day, and may ask for more information.

We tell you our decision in writing. If we approve a credit or refund, we confirm the amount before we process it. Nothing is approved until we confirm it in writing.

Approved refunds are issued to your original payment method, or as account credit where this policy says so, within 14 business days. Your bank may take a few more days to show it.

If you disagree with our decision, reply on the ticket and ask for a review by a team lead.

While a dispute is open:

• No further charges are made to the disputed payment method.
• If the charge is reported as unauthorized, the related services are suspended immediately, and may be shut down with their data permanently deleted.
• For any other dispute, your service stays active until the end of the term already paid for, and then ends as described in section 2.
• If you dispute a top-up, the credit it added, including any bonus, is held and cannot be used until the dispute is resolved.

How we respond: We respond to every dispute with our records. These include your acceptance of this policy at checkout, your billing and account details, login and IP history, service and provisioning logs, and your correspondence with our team. Card networks typically take several weeks to a few months to decide a dispute, and the disputed funds are not available to you or to us during that time. Contacting us first is usually the fastest way to resolve a billing problem.

Disputes against valid charges: A dispute does not cancel a valid charge, and a bank's decision is not a ruling on whether you owe it. If you dispute a charge that was valid under these terms, the amount remains owed whatever the outcome. In addition to that amount, you agree to pay the dispute fees charged to us by our payment processor and the reasonable costs we actually incur to collect it, including collection agency fees, court costs and legal fees, to the extent permitted by law. We may refer the debt to a collection agency or start legal proceedings, and we will decline future orders from you.

Genuine errors and fraud: None of this applies to a real billing error, or to a payment that our records confirm was made without the cardholder's permission. Report those to us directly and we will resolve them, usually much faster than a bank dispute would. If you filed a dispute by mistake, ask your bank to withdraw it and let us know.

A claim of unauthorized use must be supported by evidence, such as a fraud report filed with your bank or the police. We review it against our own records, including account details, login and IP history, and payment history. If those records show the payment was made without the cardholder's authorization, we may refund it to the card used and close the related services. If they show the account holder made or benefited from the payment, the charge is treated as valid, and we will take steps to recover the funds as described in item 3 above.