1. Overview
RocketVPS aims to provide reliable, high-quality hosting services. If you are not satisfied, this policy explains your options. All refund requests are evaluated on a case-by-case basis in accordance with the terms below.
2. Money-Back Guarantee
New customers are eligible for a 7-day money-back guarantee on their first VPS order. To qualify:
- The request must be submitted within 7 days of the initial service activation
- The account must not have violated our Terms of Service or AUP
- The service must be the customer's first order with us
If eligible, a full refund will be issued to the original payment method within 5–10 business days.
3. Recurring Billing
All services are billed in advance. We do not offer prorated refunds for unused time when you cancel a service mid-cycle. Your service will remain active until the end of the billing period.
To avoid being charged for the next cycle, cancel your service before the renewal date through the client portal.
4. SLA Credits
If we fail to meet our uptime commitments under the Service Level Agreement, you may be eligible for account credits. SLA credits are applied to your account balance and cannot be converted to cash refunds.
5. Non-Refundable Items
The following are not eligible for refunds:
- Services cancelled after the 7-day money-back window
- Services terminated due to AUP or Terms of Service violations
- Setup fees or one-time charges
- Add-on services (additional IPs, licenses, etc.)
- Account credits purchased or received as SLA compensation
6. Exceptional Circumstances
We understand that exceptional situations arise. If you believe you are entitled to a refund outside of the standard policy (e.g., a significant service failure on our part), please open a support ticket and we will review your case.
7. How to Request a Refund
To request a refund, open a support ticket with the subject "Refund Request" and include your order details and reason for the request. We will respond within 2 business days.