1. Purpose and scope
This Refund Policy explains how cancellation, withdrawal and refund requests are handled for VDSROOT virtual private servers, cloud compute, dedicated servers, licences, IP addresses and related services. It forms part of the Terms of Service and does not limit any mandatory consumer rights that cannot legally be excluded.
2. Before provisioning
If an order is cancelled before provisioning has started, VDSROOT will normally refund the amount paid, except for non-recoverable third-party charges, payment fees where lawful, custom work already completed or products expressly identified as non-refundable before purchase.
Fraud, sanctions, identity or availability checks may prevent activation. When VDSROOT rejects an order before service delivery, the payment will be voided or refunded unless it must be retained or reported under applicable law.
3. After a VPS or cloud service is activated
Infrastructure is reserved and costs begin as soon as a VPS, cloud instance, storage resource, licence, IP address or similar service is provisioned. After activation, payments are not automatically refundable merely because the service is unused, no longer required, incorrectly configured by the customer or incompatible with customer software.
Where a prepaid service is cancelled, access normally continues until the end of the paid billing period unless the customer requests immediate deletion. Unused time is not refunded unless the product description, a written offer or mandatory law states otherwise.
4. Dedicated servers, custom orders and third-party items
Dedicated servers, custom hardware, setup work, software licences, control-panel licences, domains, additional IP resources and other supplier-backed items may be non-refundable once ordered, allocated, installed or activated because VDSROOT may incur immediate third-party costs. Any special cancellation terms shown in a quotation or at checkout take priority for that order.
5. EU and other statutory withdrawal rights
Consumers may have a statutory right to withdraw from certain distance contracts within 14 days. For services, the withdrawal period generally begins when the contract is concluded. If a consumer expressly asks VDSROOT to begin performance during that period, the consumer may be required to pay for the service supplied before withdrawal. Where the law permits loss of the withdrawal right after full performance or immediate delivery, VDSROOT will rely on that exception only when the required express consent and acknowledgement have been obtained.
Business customers and customers purchasing mainly for professional purposes may not have consumer withdrawal rights. Local mandatory law always prevails over this policy.
6. Service faults and failure to deliver
If VDSROOT does not deliver an accepted order, charges the wrong amount, processes a duplicate payment or supplies a service that materially fails to match the agreed description, the customer should contact support promptly. VDSROOT may correct the charge, re-perform or repair the service, provide a replacement, issue account credit or refund the affected amount as required by the contract and applicable law.
Temporary interruptions and qualifying availability incidents are handled under the Service Level Agreement where applicable. SLA compensation is normally service credit rather than a cash refund.
7. How to request a refund or withdrawal
Email admin@vdsroot.com with the account email, order number, affected service, payment date, amount, reason for the request and whether the service should be terminated immediately. Do not send passwords, private keys or full payment-card numbers.
Requests should be submitted promptly, preferably within 14 days of the relevant order or charge. This preferred timeframe does not reduce any longer mandatory statutory period. VDSROOT may request identity or account verification before changing or refunding an order.
8. Refund method and timing
Approved refunds are returned to the original payment method whenever reasonably possible. Processing begins after approval, but the time required for funds to appear depends on the bank, card network or payment provider. Currency-conversion differences, bank charges and fees imposed by third parties may be outside VDSROOT control.
9. Chargebacks and abusive requests
Customers should contact VDSROOT before initiating a payment dispute so that billing or delivery issues can be investigated. Fraudulent chargebacks, repeated abusive refund requests or attempts to retain access after receiving a refund may lead to suspension, termination and recovery action. This does not restrict a customer’s lawful right to dispute an unauthorised or incorrect payment.
10. Contact and updates
Refund, cancellation and withdrawal requests should be sent to admin@vdsroot.com. This policy may be updated when products, payment providers or legal requirements change. The version displayed when an order is placed will normally govern that order, subject to mandatory law.