ISP Broadband IP Special Refund Policy
Last Updated: July 12, 2026
Please read this Policy in full before purchasing. It applies to ISP Broadband IP VPS and products whose product pages expressly state that this Policy applies.
ISP Broadband IP is a limited and specialized resource. Payment immediately uses or reserves the applicable IP, bandwidth, and upstream resources. It is therefore not covered by the general 24-hour refund policy for Datacenter IP VPS and ISP Residential IP VPS.
1. Generally Non-Refundable
ISP Broadband IP VPS is non-refundable after provisioning or delivery and is not eligible for a refund to the original payment method. Customers should confirm the product configuration, IP source, intended use, network restrictions, and this Policy before purchasing.
Selecting “Immediate Cancellation” in the Client Portal immediately deletes the VPS, data, IP address, and related resources. The Client Portal provides notice before confirmation that this action does not result in a refund. A Service deleted through immediate cancellation is not eligible for any refund.
2. Limited Account-Credit Exception
NovixLink may refund the remaining unused Service value as account credit only if all of the following conditions are satisfied:
- The machine is completely unavailable for at least 24 consecutive hours because of a NovixLink-side issue.
- The issue was not caused by the customer’s system configuration, installed software, firewall rules, actions, server compromise, or a third-party service.
- NovixLink cannot repair the issue within a reasonable period and cannot provide an equivalent replacement Service.
NovixLink may first repair, migrate, replace the IP, or provide an equivalent resource. Account credit will be considered only when no reasonable solution is available.
3. Remaining Value, Refund Frequency, and Fees
Remaining unused value is calculated as follows:
- A monthly Service is calculated using the current monthly price divided by 30 days and multiplied by the remaining Service days.
- A quarterly Service is calculated using the current quarterly price divided by 90 days and multiplied by the remaining Service days.
- An annual Service is calculated using the current annual price divided by 360 days and multiplied by the remaining Service days.
Remaining value excludes the used Service period, manual-service fees that have started or been completed, one-time setup fees, IP replacement fees, software-licence fees, and other costs that have already been incurred.
Every approved account-credit refund is subject to a one-time CAD $1 refund processing fee. Depending on the original payment method and payment gateway, NovixLink also reserves the right to deduct an additional payment-gateway fee equal to 5% of the original payment amount.
Each natural person may maintain only one NovixLink account, and related accounts are combined. Each natural person and all related accounts may receive no more than one account-credit refund during each calendar month calculated using Toronto local time.
Refunded account credit may be used to provision a new VPS or pay a NovixLink invoice. It cannot be withdrawn, transferred, sold, exchanged for cash, or returned to an original payment method.
4. IP Classification Standard
The delivery standard for ISP Broadband IP requires both of the following:
- The AS Type or as.type field shown by IPinfo.io at the time of first delivery is ISP or isp.
- The organization associated with the ASN actually operates fixed broadband, home internet, or a similar residential broadband service for residential customers in the relevant country or market.
Country, region, city, and organization information for ISP Broadband IP is determined using the IPinfo.io result at first delivery for delivery and dispute-review purposes.
Results from other IP lookup websites, databases, and risk platforms are for reference only and are not a basis for claiming product mismatch or requesting a refund. NovixLink does not guarantee any fraud value, risk score, cleanliness score, Proxy, VPN, Hosting, or IDC label, platform account result, or other third-party detection result.
5. Non-Refundable Circumstances
- The customer decides that the product is unsuitable, no longer needed, purchased by mistake, or does not produce the expected business result.
- Local speed, cross-border connectivity, peak-hour latency, routing, packet loss, or access quality from the customer’s location does not meet expectations.
- Google, YouTube, TikTok, Amazon, Meta, PayPal, Stripe, Netflix, ChatGPT, or another third-party platform produces an unexpected location, classification, registration, login, account-review, unlocking, or business result.
- Another lookup platform reports an unexpected IP type, fraud value, risk level, proxy label, cleanliness score, or other result.
- The IP is newly blocked, blacklisted, or damaged in reputation after first delivery because of later use or activity.
- The Service is involved in unlawful activity, abuse, a violation of the Terms of Service or Acceptable Use Policy, a chargeback, a payment dispute, or another account risk.
6. One-Time Services and Additional Information
Managed Setup, one-time setup, migration, installation, environment deployment, system configuration, and other manual services may be refunded if our staff have not started processing the request. Applicable refund-frequency and fee rules still apply.
Once a staff member begins procurement, configuration, installation, migration, deployment, system access, or related work, the manual-service fee becomes non-refundable whether or not the work has been fully completed.
This article is a simplified summary of the ISP Broadband IP Special Refund Policy in the NovixLink Terms of Service. If this article conflicts with the Terms of Service, Acceptable Use Policy, applicable product page, or a special written agreement, the Terms of Service and applicable special terms will control. Refund eligibility and IP classification are reviewed by NovixLink using account, payment, Service, IP, and system records.
