Dual-ISP Home Broadband IP Special Refund Policy
Last updated: September 28, 2026
This page is a simplified summary of the Dual-ISP Home Broadband IP refund policy. The complete delivery standard, refund amount, counts, fees, and review rules are in Sections 4 and 6 of the NovixLink Terms of Service.
1. Initial delivery issues
The following are initial delivery issues for a Dual-ISP Home Broadband IP VPS:
- A NovixLink-side failure makes the Service completely unusable at first delivery;
- The IP does not meet the Dual-ISP Home Broadband IP standard in Section 4.2 of the Terms at first delivery;
- An access condition expressly promised on the product page is not satisfied at first delivery.
If you report one of these issues within 24 hours after order payment and NovixLink confirms it, you may choose a full refund without the CAD $1 processing fee or a payment-gateway fee and without using the original-payment or monthly account-credit refund count. A request submitted more than 24 hours after order payment is not eligible for an initial delivery issue refund.
2. Refunds after provisioning
A Dual-ISP Home Broadband IP VPS is not eligible for a no-reason refund or a refund to the original payment method after provisioning or delivery. After the 24-hour initial delivery issue period, remaining unused value may be returned as account credit only if all of the following conditions are met:
- A NovixLink-side issue makes the machine completely unavailable for at least 24 consecutive hours;
- The issue was not caused by the customer’s system, software, firewall, actions, server compromise, or a third-party service;
- NovixLink cannot repair the issue or provide an equivalent replacement Service.
NovixLink may first repair, migrate, replace the IP, or provide an equivalent resource. Monthly, quarterly, and annual remaining value is calculated using the applicable price divided by 30, 90, or 360 days and multiplied by the remaining Service days. Used Service time, manual services, setup, IP replacement, software licences, and other incurred costs are excluded.
3. Refund methods, counts, and fees
- A remaining-value refund under Section 2 can only be issued as account credit and uses one of the monthly account-credit refunds;
- Orders paid using cryptocurrency, on-chain digital assets, account credit, or another method that cannot be reversed to the original source can only be refunded as NovixLink account credit;
- An account-credit refund is subject to a one-time CAD $1 processing fee and, where a payment gateway was involved, may also include a payment-gateway fee of up to 5% of the original payment amount, depending on the payment gateway.
An initial delivery issue refund is not subject to these fees and does not use a refund count. Account credit cannot be withdrawn, refunded, transferred, sold, exchanged for cash, or returned to an original payment method.
4. Traffic Package refunds
Traffic Packages are purchased with account credit. A refund requires all of the following:
- A formal refund ticket is submitted through the Client Portal within 24 hours after purchase;
- The allowance added by that Traffic Package order remains completely unused;
- Once approved, the corresponding allowance is removed and the purchase amount is returned as account credit.
Any use of the allowance makes the entire order non-refundable. Traffic Package refunds and eligible VPS refunds share the same limit of two account-credit refunds per calendar month.
5. Delivery standard and other non-refundable items
The formal first-delivery standard for a Dual-ISP Home Broadband IP is an IPLense Quick Mode result showing Home Broadband for IP Property, ISP for the ASN Name type label, and ISP for the Operating Company type label. IPLense Professional Mode, database location, risk values, third-party platform results, routing, and speed-test results are not delivery standards.
Renewals, upgrades, downgrades, manual services after processing begins, Immediate Cancellation, and Services restricted because of violations, abuse, complaints, chargebacks, payment disputes, or account risk are not eligible for refund.
6. Renewal and cancellation
All recurring Services, including monthly Services, have automatic renewal enabled by default. Automatic renewal means that the system continues generating renewal invoices for later billing cycles; it does not mean every payment method will be charged automatically. If you do not wish to renew, open “Cancellation Management” in the Client Portal and select “End of Billing Period”. The Service will stop when the current term ends.
- The system generally generates the renewal invoice 5 days before the Service expiration time;
- For a supported credit card, the system generally sends a reminder and attempts to charge the original payment method 3 days before expiration. If the invoice remains unpaid, another reminder is sent 1 day before expiration;
- Alipay, cryptocurrency, and other payment methods that do not support automatic charges or a recurring-payment agreement receive the invoice and reminders but are not charged automatically. You must complete payment before expiration.
If the renewal invoice is not paid before the Service expiration time in U.S. Eastern Time, NovixLink may terminate the Service immediately after expiration and delete the related VPS, IP address, data, and other resources. We generally provide an approximately 48-hour grace period for late payment, but the grace period is not a guarantee that resources will be retained and should not be relied upon for renewal or data backup.
“Immediate Cancellation” deletes the VPS, IP address, data, and related resources immediately and does not create a refund. If you only wish to stop future renewal, select “End of Billing Period”.
