Refund Policy
Our transparent refund guidelines covering Game Servers, Bot Hosting, VPS, and other services. We stand behind our infrastructure.
Quick Reference:
Game Servers & Bots
24-hour refund guarantee
VPS Services
Refund if service issue from our end
Processing
3-5 business days
1. 24-Hour Trial Period (Game Server & Bot Hosting)
We offer a 24-hour money-back guarantee exclusively for first-time customers on Game Server and Bot Hosting services. If you are not satisfied with the performance or service quality within the first 24 hours, you can request a full refund. This trial period does not apply to VPS services.
2. VPS Refund Policy - Service Issues
For VPS services, refunds are only available if a service issue originates from our infrastructure or configuration. If our team identifies and confirms a failure on our end, a full refund or service credit will be issued. However, refunds cannot be processed for cancellations without technical justification or performance issues caused by customer configuration.
3. Eligibility Criteria
Refunds are only eligible for new service deployments with valid refund claims. Renewals, domain registrations, licenses, and services with no documented issues are strictly non-refundable due to the nature of resource allocation and service consumption.
4. Cryptopayments & Credits
Payments made via Cryptocurrency (BTC, LTC, etc.) are non-refundable to the original payment method but may be eligible for credit to your VexaNode account balance at our discretion.
5. Abuse & Violations
Services suspended or terminated due to violations of our Acceptable Use Policy (AUP) or Terms of Service are not eligible for any refund, regardless of the time remaining in the billing cycle.
6. Processing Time
Eligible refund requests are processed within 3-5 business days after verification. Depending on your bank or payment provider, it may take an additional 5-10 business days for the funds to appear in your account.
7. Service Credit Alternative
Instead of a refund, we may offer account credit for the remaining balance or service duration. This is often faster to process and provides immediate value for your next billing cycle.
How to Request a Refund
All refund requests must include documentation of the issue or reason. For VPS refunds due to service issues, our technical team will investigate and verify the claim. Please contact our support team with screenshots, error logs, or detailed descriptions of the problem.
Billing Question?
If you have any questions regarding an invoice, payment, service issue, or potential refund, our billing specialists are here to help you quickly.