Refund & Cancellation Policy

This policy describes how MasterServer Ltd (the “Provider”) handles refund requests and service cancellations. It is part of the Agreement-offer (Terms of Service); terms defined there have the same meaning here.

1. When a refund is possible

1.1. A refund can be requested within three (3) calendar days from the date of the first payment for a newly ordered server if the Service does not work as described in the Order.

1.2. The request must be sent in writing — by e-mail to [email protected] or through the ticket system in the Client Panel — from the contacts registered in the account.

1.3. Requests received later than three (3) calendar days after payment are not eligible for a refund, in full or in part.

1.4. The refund is calculated pro rata: the days the Service was active are deducted, as well as everything listed in section 2.

2. Deductions

The following amounts are deducted from the refund:

• the cost of the days the Service was active;
• add-ons: additional IP addresses, control panel and Windows licenses, additional traffic, disks and other options;
• third-party services and licenses purchased for the Customer;
• promotional credits, bonuses and discounts applied to the Order;
• payment-system, bank and currency-conversion fees.

3. How the refund is paid

3.1. An approved refund is paid within ten (10) business days from the date the written request is received, provided the Customer has completed the Provider’s identity (KYC) verification. If verification is not completed within 14 days from the request, the request is closed without a refund.

3.2. Refunds are issued only to the original payment method and only to the person or company that made the payment. Refunds to third parties or to different payment details are not made.

3.3. Fees charged by the Customer’s bank or payment provider, including currency conversion, are not reimbursed.

4. What is not refunded

The following payments are not refundable under any circumstances:

• renewal payments — payments that extend an existing Service period;
• additional traffic, disks, IP addresses, licenses and other add-ons;
• paid technical work charged by time spent;
• Services suspended or terminated for violation of the Terms of Service;
• Services terminated because DoS/DDoS attacks on the Customer’s server affected the Provider’s infrastructure;
• unused time of a Service that the Customer stopped using before the end of the paid period.

No refund is issued if the Customer chose a wrong location or configuration, could not configure the server for their needs, had problems with their own software, or simply decided not to use the server.

5. Cancellation and non-renewal

5.1. The minimum rental period is one (1) calendar month from the date the server is provisioned.

5.2. To cancel a Service, the Customer notifies the Provider in writing through the ticket system or at [email protected] at least two (2) days before the current paid period ends. A Service that is not paid for the next period is considered cancelled.

5.3. When the paid period ends without payment, the Service is suspended and the Provider may release the server and erase all data on it immediately, without prior notice or data retention. Keeping the server or its data beyond the paid period is at the Provider’s sole discretion.

5.4. An unused prepaid balance on the account (funds not applied to any invoice) can be returned on request after KYC verification, less transfer fees. Payments for Services are not an account balance and are governed by sections 1–4.

6. Disputes and chargebacks

6.1. If you believe a charge is wrong, contact us at [email protected] before opening a dispute with your bank or payment provider — most questions are resolved within one business day.

6.2. A chargeback or payment dispute opened without contacting the Provider first is treated as a violation of the Terms of Service: the account and all its Services are suspended until the dispute is resolved, and any related fees are charged to the Customer.

7. Contacts

Questions about refunds and cancellations: [email protected].

MasterServer Ltd · Reg. No. 126135 · Trust Company Complex, Ajeltake Road, Ajeltake Island, Majuro MH 96960