Refund & Cancellation Policy

HiServer Refund & Cancellation Policy (Last updated 2026-08-08)

This policy explains when payments to HiServer are refundable and how to cancel a service. It forms part of our Terms of Service. Refund eligibility is applied per customer: accounts identified as belonging to the same natural person or legal entity share the same refund limits.

1. Full Refund (within 3 days of purchase)

1. A full refund (minus the transaction fee charged by the payment gateway) is available when all of the following conditions are met:
2. New orders only. The request concerns the first invoice of a newly ordered service — renewal invoices are not eligible.
3. Within 3 days. The service was purchased no more than 3 days before the refund request.
4. Limited usage. No more than 30 GB of data transfer has been used on the service.

2. Partial (Pro-Rated) Refund (within 30 days of purchase)

1. For new orders no more than 30 days old that exceed the limits of Section 1, a partial refund (minus the payment-gateway transaction fee) may be requested.
2. The refund is calculated on the actual amount paid, based on either the remaining service time or the remaining data transfer allowance — whichever calculation results in the lower refund amount.

3. Non-Refundable Cases

No refund will be issued in the following circumstances:

• The order is a renewal order/invoice and the payment has been successfully processed;
• The invoice was paid using existing account credit (such refunds can only be returned to account credit);
• The order/invoice is an add-funds / account credit top-up;
• The customer has already received 3 refunds on the same product series (applied per natural person or legal entity, across related accounts);
• The service was targeted by (D)DoS attacks;
• Subjective dissatisfaction with network quality (“the network is not good enough”);
• IP geographic-location (geolocation database) display reasons;
• Any loss caused by any type of abuse or violation of our Acceptable Use Policy;
• A payment dispute/chargeback was unilaterally initiated in violation of the Terms of Service;
• The IP address is not accessible in a specific region but more than 3 GB of transfer has already been used — if your IP is not globally accessible, contact our support on the same day of purchase;
• Setup fees and specially negotiated one-time fees;
• Colocation, IP-address rental, custom or specially negotiated configurations, and promotional/special-offer plans, once provisioned.

4. Cancelling a Service

1. You may request cancellation of any service at any time from the client area (Services → select the service → Request Cancellation), effective immediately or at the end of the current billing period.
2. Cancellation stops future invoices for that service. It does not by itself create a right to a refund of amounts already paid, except as provided in Sections 1–2.
3. To avoid being billed for the next period, submit your cancellation request before the renewal due date. Renewal invoices are generated approximately 14 days before the due date.
4. Data. After a service is terminated, data stored on it may be permanently deleted and cannot be recovered. Please back up your data before the cancellation takes effect.

5. How Refunds Are Issued

1. Approved refunds are issued to the original payment method where the payment channel technically supports refunds, minus the transaction fee charged by the payment gateway. Refunds are normally processed within 5–10 business days of approval.
2. For payment methods that do not support refunds back to the sender (for example, certain cryptocurrency or bank-transfer payments), and for invoices paid with account credit, the refund is issued as account credit.
3. Account credit has no cash value and is not redeemable for cash.

6. How to Request a Refund

1. Open a support ticket from the client area stating the service, the invoice or order number, and the reason for the request.
2. We aim to respond to refund requests within 2 business days.

7. Chargebacks & Payment Disputes

• If you believe a charge is incorrect, please contact us first – most billing issues can be resolved quickly through a support ticket. Unilaterally initiating a chargeback or payment dispute in violation of our Terms of Service may result in suspension of the related account and forfeits refund eligibility under this policy.

8. Contact

• Questions about this policy: [email protected] or the contact form.