We've recently introduced several self-service features to make VPS management easier, without waiting for manual processing. We've also updated our refund and IP management policies to support these improvements.
1. New Self-Service Features
- Self-Service Refunds: Submit bulk requests through Customer Service → Self-Service Refund, or individual requests from your VPS control panel. The system automatically checks eligibility and processes refunds to your original payment method or account credit. Actual arrival times for original-payment refunds depend on the payment provider.
- IPv4 / IPv6 Management: Replace IPv4 addresses in bulk through Customer Service → Change IP, or select your preferred IP range from the Network page of your VPS control panel. Supported VPS services can also add up to 10 IPv6 addresses free of charge, without submitting a ticket.
- Automated Setup: Available through Customer Service → Managed Setup or your VPS control panel. Supports SOCKS5 and other protocols, with automatic deployment and results delivered through a support ticket.
- Flexible Renewals: Keep your existing price and billing cycle or select currently available annual promotions. Existing annual customers can also participate directly without submitting a separate support ticket.
Please note that operations such as IPv4 replacement and IPv6 addition may force your VPS to shut down. To avoid data loss or corruption, please save your work and shut down your VPS properly beforehand.
2. Terms of Service Update
To support these features, our Terms of Service were updated effective October 9, 2026. The main changes are as follows:
- Refund Limits: Eligible services may receive up to 1 refund to the original payment method and 2 account-credit refunds per calendar month (Toronto Time), counted separately. The refund page displays the applicable limits.
- Refund Fees: Refunds to the original payment method incur a 5% payment gateway fee. Account-credit refunds are free but cannot be withdrawn. Self-service refunds have no manual processing fee. Manual refund requests through tickets incur an additional CAD 1 fee, except for verified initial delivery issues.
- Non-Refundable Purchases: IPv4 replacements, Managed Setup and other manual services, and Traffic Packages are non-refundable after purchase. Failed IPv4 replacement fees are automatically returned to account credit.
- Initial Delivery Issues: IP addresses unreachable from mainland China upon initial provisioning may qualify for a full refund or one free IP replacement, excluding Dual-ISP Home Broadband IP products. Verified initial delivery issues are refunded without deductions or counting toward refund limits.
- Dual-ISP Home Broadband IP: Refunds are available only for verified initial delivery issues. Connectivity from mainland China is not guaranteed, and IP replacements are not supported. Other IP reachability and classification policies are governed by our Terms of Service.
This is a summary of the main changes. Please refer to our Terms of Service for complete refund eligibility and IP-related policies.
Terms of Service: https://novixlink.com/legal/terms-of-services?language=english
If you have any questions, please feel free to submit a support ticket.
Thank you for your business,
NovixLink
