This page is a summary of the 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. 24-hour refunds
A newly purchased Datacenter IP VPS or Dual-ISP Residential IP VPS can be refunded when all of the following are met: the request is made within 24 hours after order payment, total traffic does not exceed 10GB, the Acceptable Use Policy has not been violated (such as through abuse), there is no payment dispute, and the IP has not been newly blocked or blacklisted after delivery. Request it through Request Refund in the control panel or Customer Service → Self-Service Refund in the menu. Traffic and Service status are determined from system records. Once the request is submitted, the Service is terminated immediately and its data is deleted and cannot be recovered.
Initial delivery issues: If a Service that meets the other conditions above is completely unusable at first delivery because of a NovixLink-side failure, a Dual-ISP Residential IP does not meet Section 4.2 of the Terms at first delivery, an access condition expressly promised on the product page is not satisfied at first delivery, or the IP assigned at provisioning is unreachable from mainland China, please submit a ticket within 24 hours after order payment. 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 and does not use a refund count. If the IP assigned at provisioning is unreachable from mainland China, you can also replace it once free of charge in the control panel. Once the issue is repaired or the free replacement succeeds, any later refund is handled as a standard refund.
2. Refund methods, counts, and fees
Refund to account credit: no deductions, posted immediately, at most two per calendar month. Account credit cannot be refunded, withdrawn, transferred, sold, exchanged for cash, or returned to an original payment method.
Refund to the original payment method: reduced by a payment-gateway fee of 5% of the refund amount, at most one per calendar month. After it is used, later refunds that month can only be issued as account credit. 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.
Refund counts are based on the calendar month in Toronto time, each refunded Service uses one refund, original-payment and account-credit refunds are counted separately, and all related accounts are counted together, as shown on the refund page. Requests submitted through the Self-Service Refund page carry no manual processing fee. Appeals or manual handling requested by ticket carry a CAD $1 manual processing fee, except for initial delivery issues, and disputing the terms themselves does not change the outcome or waive this fee.
3. Non-refundable items
A Dual-ISP Home Broadband IP VPS is not refundable except for a confirmed initial delivery issue. Please refer to the Dual-ISP Home Broadband IP Special Refund Policy (https://novixlink.com/knowledgebase/69/?language=english). Renewals, upgrades, downgrades, account-credit top-ups, Push fees, IPv4 replacement fees (returned to account credit automatically if the replacement cannot be completed), fees for manual services such as migration, installation, and configuration, Traffic Packages, delivered software licences, dedicated servers, custom services, and special resource reservations are non-refundable.
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.
