IDC and Residential IP Refund Policy
Please read this refund policy carefully before purchasing this product. This policy applies to IDC IP VPS, ISP Residential IP VPS, and related products that are clearly marked on the product page as being subject to this policy. This policy does not apply to Home Broadband IP products. Home Broadband IP is a special and scarce resource. Refunds to the original payment method are not supported. Only when the server itself is completely unavailable for at least 24 consecutive hours due to reasons on our side, and the issue cannot be repaired or replaced with an equivalent service, will the remaining value be refunded to the website balance.
1. 24-Hour Refund Conditions
IDC IP VPS and ISP Residential IP VPS usually support refund requests within 24 hours from the purchase time, provided that:
- The total used traffic does not exceed 5GB, and there has been no violation of our Terms of Service or Acceptable Use Policy.
- The IP has not been blocked by a specific regional firewall, blacklisted, or reported for abuse due to user behavior.
- No IP replacement, IP range replacement, or delivered setup service has been performed.
5GB of traffic is usually sufficient for basic testing of connectivity, IP attributes, latency, routing, control panel access, and general availability. If the total used traffic exceeds 5GB within 24 hours after purchase, it will be considered beyond testing purposes and regarded as actual use of the service. In that case, the order will no longer qualify for the 24-hour refund policy.
2. Reasons Caused by Us and Reasons Not Caused by Us
If, within 24 hours after purchase, we verify that the service is completely unavailable due to a server, host node, network, or control panel failure, and the issue is not caused by the user’s system configuration, installed software, firewall rules, user operation, or third-party services, a full refund can be issued to the original payment method without any handling fee. Orders paid with cryptocurrency or on-chain digital assets can only be refunded to the website balance.
If the refund reason is based on the user’s personal preference or reasons not caused by us, including but not limited to “I no longer want it,” “I bought the wrong product,” “local speed test results are not satisfactory,” or “third-party platform detection results are not satisfactory,” then, as long as the order still meets the basic 24-hour refund conditions, we may deduct non-refundable payment processing fees and refund the remaining amount to the original payment method. For Stripe payments, including credit cards, debit cards, and backup Alipay payments, the deduction standard is CAD $0.30 per transaction plus 2.9% of the order amount. For OTT Pay Alipay orders, the deduction standard is 1.6% of the order amount. For other payment methods, if the payment company, payment gateway, or settlement channel charges actual non-refundable fees, exchange rate costs, or channel costs, we may deduct the actual non-refundable cost.
3. Residential IP Verification Standard
IDC IP VPS is not subject to our Residential IP verification standard. The Residential IP verification standard for ISP Residential IP VPS is based on whether the AS Type / as.type field on IPinfo.io shows ISP at the time of delivery. As long as this field shows ISP, the IP is considered to meet our Residential IP verification standard.
Users may refer to our knowledgebase article “Residential IP Verification Standard and Query Method” to check this themselves. The basic method is to open IPinfo.io, enter the IP address you want to check, and then look at the AS Type / as.type field on the page. Generally, if AS Type shows ISP, it means the ASN of this IP is classified by IPinfo as an internet service provider network. If it shows Hosting, it usually means a cloud server or data center network. If it shows Business, it usually means a business network or enterprise dedicated line, which is not the same as a Residential IP.
Different third-party query platforms have different data sources, update frequencies, identification logic, and display methods. It is normal for the same IP to show different labels on different platforms. We do not recommend using Ping0, ipjiance, or similar Chinese detection platforms as the reference standard. For details, please see “Explanation of Ping0 and ipjiance Query Results”. Even if you still choose to refer to these platforms, we have provided test IPs for your own testing. However, we cannot guarantee the frequently changing detection results of these platforms.
4. IP Quality and Business Results
This product only guarantees that the delivered service matches the description on the product page. We do not guarantee third-party database labels, risk control scores, platform recognition results, or long-term business results. Platform risk control does not depend only on the IP. It may also be affected by account information, login devices, browser fingerprints, cookies, phone numbers, payment methods, historical behavior, associated records, usage habits, and business operations. Therefore, if account registration, store operation, advertising, streaming unlock, AI platform usage, or other third-party business results do not meet expectations, this will not be considered a product failure or a valid reason for refund.
5. Purchase Means Acceptance
Please confirm before purchasing that you understand the IP attributes, applicable use cases, network limitations, and refund policy of this product. By purchasing and using this product, you confirm that you have read, understood, and accepted this refund policy. If you are not sure whether this product is suitable for your business, please submit a ticket before placing an order. We will assist with judgment based on information that can be verified, but we do not guarantee any third-party platform result, account result, business result, or long-term usage result.
