This page is a summary of the Dual-ISP Home Broadband IP refund policy. The complete rules are set out in Sections 4 and 6 of the NovixLink Terms of Service (https://novixlink.com/legal/terms-of-services?language=english).
1. When a refund is available: initial delivery issues
Within 24 hours after order payment and with total traffic not exceeding 10GB, please submit a ticket if the Service is completely unusable at first delivery because of a NovixLink-side failure, the IP does not meet the Dual-ISP Home Broadband IP standard in Section 4.2 of the Terms at first delivery (IPLense Quick Mode showing Home Broadband for IP Property and ISP for both the ASN Name and Operating Company type labels), or an access condition expressly promised on the product page is not satisfied at first delivery. Once our manual review confirms the issue, you may choose a repair or a full refund.
If you choose a refund, or the issue cannot be repaired, the refund is in full with no deductions, carries no manual processing fee, does not use a refund count, and can be issued to the original payment method or account credit. Once the issue has been repaired, the Service is no longer refundable.
2. Other cases
Apart from the cases above, a Dual-ISP Home Broadband IP VPS is not refundable and does not support IP replacement. Dual-ISP Home Broadband IP guarantees interconnection only with networks within the country where the Service is located (for example, within the United States) and does not guarantee reachability from mainland China or any other country or region. Unreachability from mainland China at provisioning is not an initial delivery issue.
3. Refund destination
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 account credit. Account credit cannot be refunded, withdrawn, transferred, sold, exchanged for cash, or returned to an original payment method.
4. Renewal and cancellation
All recurring Services, including monthly Services, renew automatically by default. The system generates a renewal invoice for each billing cycle, but not every payment method is charged automatically. The invoice is generally generated 5 days before expiration, and a supported credit card is generally reminded and charged 3 days before expiration. Alipay, cryptocurrency, and other methods receive the invoice and reminders only, so please pay before expiration.
If the invoice is not paid before the expiration time in U.S. Eastern Time, the Service is suspended that day and a notice is sent. We generally retain the Service for about 48 hours for late payment, but NovixLink may terminate it immediately after expiration and delete the VPS, IP address, and data. To stop renewal, select “End of Billing Period” under “Cancellation Management” in the Client Portal, and the Service stops when the current term ends. “Immediate Cancellation” deletes the VPS, IP address, and data within 24 hours (possibly immediately) and is not refunded.
