Datacenter IP and ISP Residential IP Refund Policy
Last Updated: August 8, 2026
This page is a simplified refund-policy summary. The complete rules concerning refund frequency, payment methods, fees, initial delivery, related accounts, and other conditions are stated in Section 6 of the NovixLink Terms of Service.
This Policy applies to newly purchased Datacenter IP VPS, ISP Residential IP VPS, and Services whose product pages expressly state that the general 24-hour refund policy applies. ISP Broadband IP VPS is not covered by the general 24-hour refund policy.
1. General 24-Hour Refund
An order may be submitted for refund through a formal Client Portal ticket within 24 hours from the payment time only if the main conditions below are all satisfied:
- Total traffic usage does not exceed 10GB;
- The Service has not been involved in unlawful activity, abuse, policy violations, a security incident, a complaint, a copyright complaint, an upstream notice, a law-enforcement notice, or a regulatory notice;
- The IP has not been newly blocked, blacklisted, or otherwise damaged in reputation because of use after delivery;
- You have not requested an IP replacement, IP-range replacement, resource redelivery, or material order change; and
- You have not selected Immediate Cancellation, initiated a chargeback or payment dispute, and you stop using the Service after submitting the refund request.
The 24-hour period begins at the order payment time, not at first login, first use, or completion of operating-system installation. Traffic and Service status are determined using NovixLink system records.
2. Refund Method and Fees
Each natural person and all related accounts may receive only one lifetime refund to the original payment method. In addition, no more than one refund may be issued as NovixLink account credit during each calendar month calculated using Toronto local time. Cryptocurrency, on-chain digital assets, account credit, and other payments that cannot be reversed to the original source may only be refunded as account credit.
An ordinary refund is subject to a one-time CAD $1 refund processing fee. Depending on the original payment method and payment gateway, NovixLink may also deduct a payment-gateway fee equal to 5% of the original payment amount. A confirmed initial delivery issue is handled under the Terms of Service and may be refunded without these fees.
3. Initial Delivery Issues
If, within 24 hours of purchase, a NovixLink-side failure makes the Service completely unusable, ISP Residential IP does not meet the IPinfo.io ISP standard at first delivery, an expressly promised database country or region is incorrect, or access from an expressly promised region is already blocked at first delivery, NovixLink may first repair the issue, replace the IP, or provide an equivalent resource. If the issue cannot reasonably be resolved and a refund is approved, a full refund will be handled under the Terms of Service.
4. Test IPs, Assigned IPs, and Third-Party Results
We do not guarantee that the assigned IP will be in the same subnet, prefix, or /24 as the test IP. For a product with a published test IP, unless the product page expressly states otherwise, we guarantee that the IP assigned at first delivery will belong to the same ASN and be operated by the same operating organization as the test IP and will satisfy the applicable delivery standard.
Where these standards are satisfied, the test IP and assigned IP are treated as equivalent in product classification and resource grade. A different label, risk score, city-level location, Proxy, VPN, Hosting, IDC, or other result shown by Ping0, ipjiance, or another third party does not establish a material difference and is not a basis for IP replacement, refund, or compensation.
5. Non-Refundable Items, Renewal, and Cancellation
ISP Broadband IP, renewal invoices, upgrade or downgrade orders, account-credit top-ups, Push fees, delivered software licences, dedicated servers, custom services, special resource reservations, manual services after processing has started, Services restricted because of violations or complaints, and Services deleted through Immediate Cancellation are not covered by the general refund policy.
Recurring Services have automatic renewal enabled by default. For payment methods that do not support automatic charges, the system will generally generate a renewal invoice three days before expiration but will not collect payment automatically. For supported credit or debit cards, the system will attempt an automatic charge. To prevent renewal, select end-of-term cancellation through the Client Portal before expiration. Immediate Cancellation immediately deletes the VPS, data, IP address, and related resources and does not result in a refund.
Renewal, upgrade, downgrade, and related billing-adjustment payments are non-refundable and do not qualify for a price-difference refund or account-credit compensation.
6. Governing Terms
A refund request does not become a refund commitment until reviewed and approved by NovixLink. This page is only a simplified summary. If it conflicts with the Terms of Service, Acceptable Use Policy, Fair Use Policy, applicable product page, or a special written agreement, the Terms of Service and applicable special terms will control.
