Datacenter IP and Dual-ISP Residential IP Refund Policy
Last updated: September 22, 2026
This page is a simplified summary of the general refund policy. The complete scope, refund counts, payment methods, fees, and review rules are in Sections 4 and 6 of the NovixLink Terms of Service.
1. General 24-hour refunds
A newly purchased Datacenter IP VPS or Dual-ISP Residential IP VPS may request a general 24-hour refund only if all of the following conditions are met:
- A formal refund ticket is submitted through the Client Portal within 24 hours after order payment, total traffic usage does not exceed 10GB, and use stops after the request is submitted;
- The Service has not been involved in a violation, abuse, or complaint under the Terms or Acceptable Use Policy;
- You have not selected Immediate Cancellation or initiated a chargeback or payment dispute, and the IP has not been newly blocked or newly listed on a blacklist after delivery.
Traffic and Service status are determined from NovixLink system records. A Dual-ISP Home Broadband IP VPS is not eligible for a general 24-hour refund.
2. Initial delivery issues
The following are initial delivery issues:
- A NovixLink-side failure makes the Service completely unusable at first delivery;
- 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.
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. One result in IPLense Professional Mode, database location, risk values, third-party platform results, local speed tests, and cross-border routing are not initial delivery issues.
3. Refund methods, counts, and fees
- Each person and all related accounts have one general refund opportunity to the original payment method. After it is used, later eligible general refunds can only be issued as account credit;
- Each person and all related accounts may receive one account-credit refund per calendar month calculated in Malaysia time;
- 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;
- A general refund is subject to a one-time CAD $1 processing fee and, where a payment gateway is involved, may also include a payment-gateway fee of up to 5% of the original payment amount, depending on the payment gateway.
A confirmed initial delivery issue refund is not subject to these fees and does not use either 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 one account-credit refund per calendar month and cannot be used separately in the same month.
5. Items not eligible for a general refund
- Dual-ISP Home Broadband IP VPS, except for an initial delivery issue or the account-credit exception in Section 6.5 of the Terms;
- Renewals, upgrades, downgrades, account-credit top-ups, Push fees, delivered software licences, dedicated servers, custom services, and special resource reservations;
- Manual services after procurement, configuration, installation, migration, deployment, or system access has started;
- Services deleted through Immediate Cancellation or restricted because of violations, abuse, complaints, chargebacks, payment disputes, or account risk.
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”.
