To support our new self-service features, we have updated the refund and related sections of the Terms of Service, effective October 9, 2026. The main changes are below. The Terms of Service prevail.
1. Key Terms changes
- Refund limits: in each calendar month (Toronto time), at most one refund to the original payment method (previously once per customer) and at most two account-credit refunds, counted separately, as shown on the refund page.
- Refund fees: refunds to account credit have no deductions, and refunded account credit cannot be withdrawn. Refunds to the original payment method are reduced by a payment-gateway fee of 5% of the refund amount.
- Manual processing fee: requests submitted through the Self-Service Refund page carry no manual processing fee. If you appeal or ask for manual handling by ticket, an additional CAD $1 manual processing fee applies unless the case is confirmed as an initial delivery issue. Disputing the terms themselves does not change the outcome or waive this fee.
- Non-refundable fees: IPv4 replacement fees, fees for Managed Setup and other manual services, and Traffic Packages are non-refundable after purchase. The fee for an IPv4 replacement that cannot be completed is returned to account credit automatically. Traffic Packages could previously be refunded within 24 hours of purchase if the allowance was unused, and manual services could be refunded before processing began. Both rules are withdrawn.
- Initial delivery issues: an IP assigned at provisioning that is unreachable from mainland China is now an initial delivery issue (except Dual-ISP Home Broadband IP). Please request initial delivery issues by ticket. Once confirmed, they are refunded in full with no deductions and without using a refund count. If the IP assigned at initial delivery cannot be used from mainland China, you may instead choose one free IP replacement.
- Forced shutdown: self-service actions that require a shutdown, such as IP replacement and IPv6 addition, force the server to shut down. This may lose or corrupt unsaved data, and you bear that risk. If you want a normal shutdown, please shut the server down yourself in the control panel first.
- IP reachability and properties: except at provisioning, we do not guarantee that an IP is reachable from mainland China or any other country or region. IP properties are determined by the standard in Section 4.2 of the Terms of Service. The IP lookup guide in our knowledgebase only helps you check the result yourself.
- Dual-ISP Home Broadband IP: only a confirmed initial delivery issue can be refunded in full, and all other cases are non-refundable. The previous rule that returned remaining value as account credit after a NovixLink-side outage of at least 24 consecutive hours is withdrawn. Home broadband IPs guarantee interconnection only within the country where the Service is located, unreachability from mainland China at provisioning is not an initial delivery issue, and IP replacement is not available.
Terms of Service: https://novixlink.com/legal/terms-of-services?language=english
Refund policies: Datacenter and Residential IP at https://novixlink.com/knowledgebase/79/?language=english , and Dual-ISP Home Broadband IP at https://novixlink.com/knowledgebase/69/?language=english
2. New self-service features
- The customer service menu now includes Self-Service Refund, Change IP, and Managed Setup. Each lets you select several Services and process them together, or handle one at a time.
- IPv6: supported servers can add up to 10 IPv6 addresses free of charge on the Network page of the control panel. The IPv6 option is no longer offered when ordering.
- Renewal: when renewing, you can keep the current billing cycle and price, or choose a billing cycle at the list price.
If you have any questions, please submit a ticket.
Thank you for your business,
NovixLink
