NovixLink Terms of Service
Last Updated: September 28, 2026
1. Agreement and Scope
1.1 These Terms of Service form a legally binding agreement between you and the owner and operator of NovixLink.com and its related services. By registering an account, submitting an order, making a payment, renewing, or using any Service, you confirm that you have read, understood, and agreed to these Terms, the Acceptable Use Policy and Fair Use Policy, and any applicable product-page or written terms.
1.2 Special terms expressly stated on a product page, order page, Client Portal, or written quotation take priority over the general provisions of these Terms only for the Service to which those special terms apply.
1.3 The Acceptable Use Policy and Fair Use Policy primarily govern permitted use, resource usage, network restrictions, complaints, and enforcement. These Terms primarily govern accounts, product delivery, payment, refunds, support, data responsibility, and limitations of liability.
1.4 Nothing in these Terms excludes or limits any right that cannot legally be excluded or limited. If any provision is invalid or unenforceable, the remaining provisions will continue in effect.
2. Account and Service Responsibility
2.1 You must provide accurate, complete, and current account, contact, identity, and payment information. False, misleading, impersonated, or unverifiable information may result in order rejection, account restriction, or Service termination.
2.2 Each individual may register, control, or actually use only one NovixLink account. Accounts created or controlled through different email addresses, names, payment methods, devices, networks, contact details, business names, related persons, or other means may be treated as related accounts and combined for refund counts, promotional eligibility, IP replacement, risk control, and other account policies.
2.3 NovixLink may require verification of identity, contact details, payment methods, business relationships, or Service use. Failure to complete verification within a reasonable period may result in delayed delivery, order cancellation, or account restriction.
2.4 You must protect account passwords, server passwords, keys, and other access credentials and are responsible for activity within the account and Service, including activity by employees, partners, customers, end users, and unauthorised parties. Server compromise, credential disclosure, or unauthorised third-party use does not remove the account holder’s responsibility for the resulting use.
2.5 Unless a product page or written agreement states otherwise, virtual servers are unmanaged Services. NovixLink support is primarily limited to host hardware, node networking, the virtualisation platform, and the customer control panel. The operating system, software, websites, code, panels, proxies, databases, security configuration, permissions, and routine maintenance inside the server remain the user’s responsibility.
2.6 NovixLink may reasonably adjust nodes, hardware, IP addresses, routing, virtualisation platforms, or technical implementation for maintenance, upgrades, incident response, capacity, network security, upstream changes, or compliance.
3. Ticket Support and Communication
3.1 Tickets may be submitted at any time. NovixLink provides 24/7 ticket-response coverage and maintains a rotating technical team to monitor platform-side network incidents. Current working hours and response targets are published on the Contact Us page. A response target is not a completion-time guarantee; issues requiring investigation or upstream action may take longer.
3.2 Account, order, billing, refund, VPS, and network Service actions must be requested by the user through an authenticated Client Portal ticket. Website chat, WhatsApp, Telegram, and email may be used for general enquiries but not for unverified account actions.
3.3 Users must communicate with NovixLink, support staff, technical staff, upstream providers, and partners in a reasonable, truthful, and civil manner.
3.4 Abuse, threats, harassment, discriminatory language, malicious flooding, repeated meaningless tickets, fabricated information, malicious complaints, threats against the platform or staff, and the use of chargebacks, public attacks, or false statements as pressure are prohibited.
3.5 For serious or repeated communication misconduct, NovixLink may close tickets, restrict support channels, suspend or terminate Services, or refuse further service. Services restricted or terminated for such misconduct are not eligible for refund.
4. IP Products and Delivery Standards
4.1 NovixLink IP products include Datacenter IP, Dual-ISP Residential IP, Dual-ISP Home Broadband IP, and other network products identified on the applicable product page. The formal delivery standard for Dual-ISP Residential IP and Dual-ISP Home Broadband IP is the IPLense Quick Mode result at first delivery. “Dual ISP” means that the type labels for both ASN Name and Operating Company display “ISP”; it does not mean two ASNs, two physical lines, or two upstream networks.
4.2 A Dual-ISP Residential IP must show Residential or Home Broadband for IP Property, ISP for the ASN Name type label, and ISP for the Operating Company type label. A Dual-ISP Home Broadband IP must show Home Broadband for IP Property, ISP for the ASN Name type label, and ISP for the Operating Company type label. Home Broadband satisfies the IP Property requirement for Dual-ISP Residential IP, but Residential alone does not satisfy the Dual-ISP Home Broadband IP standard. The above criteria are determined from the IPLense Quick Mode result at first delivery; the IP lookup guide is provided only as a reference for the lookup steps.
4.3 Where a product includes a test IP, the delivered IP is not guaranteed to be in the same range, prefix, /24, or adjacent address as the test IP, but it must be in the same ASN, be operated by the same Operating Company, and meet the applicable Section 4.2 delivery standard. Compliance is determined from the IPLense Quick Mode result and system record at first delivery. Later database updates or reclassification do not retroactively change the first-delivery result. Services delivered before this standard takes effect remain subject to the standard published at the time.
4.4 IPLense Professional Mode displays independent results from different data sources and is not a standalone delivery standard. Unless expressly stated on the applicable product page, NovixLink does not guarantee database country or location, city, risk or purity values, trust or abuse scores, Proxy, VPN, Hosting or blacklist labels, third-party platform results, account acceptance, unlocking, routing, latency, packet loss, or speed-test performance. Datacenter IP is not subject to Section 4.2. A first-delivery access condition expressly promised on a product page is handled under Section 6; a block, restriction, blacklist entry, or database change arising after delivery or use is not an initial delivery issue.
5. Payment, Renewal, Upgrades, Downgrades, Cancellation, and Service Push
5.1 You must pay the amounts shown on orders and invoices by their stated deadlines. Taxes, payment-channel charges, exchange-rate differences, bank charges, and special-service fees may be listed separately at checkout or on the invoice.
5.2 All recurring Services, including monthly Services, have automatic renewal enabled by default. The system generally generates a renewal invoice 5 days before expiration. For a supported credit card, the system generally sends a reminder and attempts a charge 3 days before expiration, followed by another reminder 1 day before expiration if unpaid. Alipay, cryptocurrency, and other methods that do not support automatic charges or a recurring-payment agreement receive invoices and reminders but are not charged automatically. To stop renewal, open Cancellation Management in the Client Portal and select End of Billing Period.
5.3 If a 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 VPS, IP address, data, and other resources. We generally provide an approximately 48-hour grace period, but it is not a guarantee that resources will be retained. Immediate Cancellation deletes the related resources immediately and does not create a refund. You must complete necessary backups and migration before expiration, cancellation, suspension, or termination.
5.4 Where there is a chargeback, payment dispute, fraudulent or unauthorised payment, false identity, refund or account-credit abuse, invoice circumvention, or related risk, NovixLink may suspend Services, freeze accounts, require verification, recover unpaid amounts, terminate accounts, or refuse refunds.
5.5 Where permitted by the Client Portal or product rules, upgrades and downgrades are limited to the same product group. Changes between product groups, routes, or product lines are not direct upgrades or downgrades unless expressly allowed. Upgrade, downgrade, and related billing adjustments are not eligible for refunds, price-difference refunds, or account-credit compensation. Upgrades generally take effect after payment without changing the existing IP address or resetting traffic already used during the billing period.
5.6 Additional disk capacity from an upgrade is generally provided as a separate data disk. Applying added capacity to the system disk, installing Windows, or materially reducing the system disk requires a ticket and express consent to reinstall the operating system. Reinstallation may delete existing system and data-disk content, and you must back up data in advance. NovixLink may leave a small disk-capacity difference after downgrade without additional charge.
5.7 A downgrade should be requested by ticket approximately 3 days before the current Service expiration date so that the new configuration and price apply to the next billing period. Confirming a downgrade means accepting that the higher configuration may be removed immediately when processed; remaining term, configuration differences, and unused value are not refundable. Where a renewal invoice is unpaid, NovixLink may cancel it and require a replacement invoice based on the adjusted configuration and billing cycle. A paid renewal, completed renewal, or elapsed expiration date is not adjusted retroactively; the request must be resubmitted approximately 3 days before the next expiration date.
5.8 The Push feature transfers one eligible VPS Service to another NovixLink account. It transfers only Service control, remaining term, IP address, configuration, and existing data. It does not transfer the sender’s account, account credit, payment method, invoice information, original-payment rights, refund or promotional eligibility, and it does not restart the purchase date, first-delivery date, billing cycle, or refund period.
5.9 NovixLink is not a seller, buyer, broker, escrow provider, guarantor, or dispute-resolution provider for third-party Service trades. The parties must verify identity, price, payment, Service status, remaining term, IP address, configuration, data, history, and restrictions. The sender must back up and remove data and credentials that should not transfer, and the recipient must immediately change passwords, keys, and other credentials. Push does not remove prior usage, complaints, abuse, blacklist status, IP history, payment risk, or other restrictions. Responsibility before and after transfer remains with the sender and recipient respectively.
5.10 A Push requires an Active Service that is not suspended, cancelled, under refund or payment dispute, or under security review, and that has at least 7 days remaining; a shorter term must be renewed first. The sender must wait at least 3 full days after first enabling Push or changing account email, password, or login credentials. The recipient must confirm within 24 hours. Each request costs CAD $1 from the sender’s account credit. The fee is non-refundable if the request expires, is cancelled, fails eligibility or system checks, is blocked by risk review, or fails for another reason; a new attempt requires a new fee.
5.11 Account-credit top-ups and account credit already posted to an account cannot be refunded, withdrawn, transferred, sold, exchanged for cash, or returned to an original payment method.
5.12 Push does not remove the payment status or payment risk of the original order. If a former holder, payer, or related party later recovers funds through a refund, reversal, chargeback, or dispute and NovixLink loses previously received funds, the Service is treated as unpaid. NovixLink may recover the amount from the former holder or payer and may reduce the recipient’s remaining Service term, suspend the Service, or require payment. Failure to pay may result in termination and deletion. NovixLink may reject, delay, or cancel Push, or suspend an already transferred Service for investigation, where account takeover, fraud, chargebacks, complaints, abuse, non-payment, or security risk is involved.
6. Refund Policy
6.1 Unless expressly marked non-refundable, the general 24-hour refund policy applies only to newly purchased Datacenter IP VPS and Dual-ISP Residential IP VPS Services. You must submit a formal ticket through the Client Portal within 24 hours after order payment, total traffic usage must not exceed 10GB, and use must stop after the request is submitted. A Service involved in violations, abuse, a new post-delivery block or blacklist entry, Immediate Cancellation, a chargeback, a payment dispute, or account risk is not eligible for a general refund. Traffic and Service status are determined from NovixLink system records.
6.2 Each person and all related accounts have one general refund opportunity to the original payment method. After that opportunity is used, later eligible refunds can only be issued as account credit. Each person and all related accounts may receive up to two account-credit refunds per calendar month calculated in Malaysia time, each for either one eligible VPS order or one Traffic Package order requested within 24 hours of purchase whose allowance remains completely unused. Traffic Packages can only be purchased with account credit. When an approved Traffic Package refund is issued, 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. Payments made through 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, which remains subject to Section 5.11. A confirmed initial delivery issue does not use either refund count.
6.3 General refunds and Traffic Package refunds are subject to a one-time CAD $1 processing fee. Where the original payment involved a payment gateway, NovixLink may also deduct a payment-gateway fee of up to 5% of the original payment amount, depending on the payment gateway. Initial delivery issue refunds are not subject to these fees. Dual-ISP Home Broadband IP does not qualify for a general refund except under Section 6.5 or for a confirmed initial delivery issue. Renewal invoices, upgrades, downgrades, account-credit top-ups, Push fees, delivered software licences, dedicated servers, custom services, special resource reservations, Services expressly marked non-refundable, Services restricted because of violations or account risk, and Services deleted through Immediate Cancellation are non-refundable. Managed Setup, migration, installation, configuration, and other manual services may be refunded before processing begins; they become non-refundable once procurement, configuration, installation, migration, deployment, system access, or related work starts.
6.4 If you report an initial delivery issue within 24 hours after order payment and NovixLink confirms the issue, you may choose a full refund. The refund is not subject to the CAD $1 processing fee or a payment-gateway fee and does not use the original-payment refund opportunity or the monthly account-credit refund count. Initial delivery issues include a NovixLink-side failure that makes the Service completely unusable at first delivery, a Dual-ISP Residential IP or Dual-ISP Home Broadband IP that does not meet Section 4.2, or an access condition expressly promised on the product page that is not satisfied at first delivery. A request submitted more than 24 hours after order payment is not eligible for an initial delivery issue refund.
6.5 A Dual-ISP Home Broadband IP VPS is not eligible for a no-reason refund or a refund to the original payment method after provisioning or delivery. Remaining unused Service value may be returned as account credit only where a NovixLink-side issue makes the machine completely unavailable for at least 24 consecutive hours, the issue was not caused by the customer’s system, software, firewall, actions, server compromise, or a third-party service, and NovixLink cannot repair the issue or provide an equivalent replacement. NovixLink may first repair, migrate, replace the IP, or provide an equivalent resource. Monthly, quarterly, and annual remaining value is calculated using the applicable price divided by 30, 90, or 360 days and multiplied by the remaining Service days. Used Service time, manual services, setup, IP replacement, software licences, and other incurred costs are excluded. The monthly account-credit refund limit in Section 6.2 and the fees in Section 6.3 apply.
6.6 A refund request becomes a refund commitment only after review and approval by NovixLink. Posting time after issuance is controlled by the applicable bank, card issuer, or payment provider. This Refund Policy does not limit any right that cannot be excluded under applicable law.
7. Data, Suspension, and Termination
7.1 You are responsible for creating and verifying independent backups of important data. Storage protection, snapshots, or disaster-recovery measures used by NovixLink do not constitute a recovery guarantee unless you purchase a Service expressly identified as a backup Service.
7.2 Where a Service violates these Terms or the Acceptable Use and Fair Use Policy, NovixLink may apply restrictions, suspension, termination, resource release, or deletion under that policy. Services restricted or terminated because of violations, abuse, complaints, fraud, chargebacks, non-payment, server-security issues, communication misconduct, or account risk are non-refundable.
7.3 Where a Service, IP address, or related traffic is attacked or reasonably suspected of being attacked by DDoS, DoS, reflection amplification, scan flooding, or another network attack, NovixLink may without prior notice change routes, apply mitigation, limit speed or connections, block ports, suspend networking, or null-route traffic. A route change or null route lasts at least 1 hour and may be extended based on the attack and upstream requirements. Differences in latency, routing, bandwidth, packet loss, or regional access on an alternate route are not delivery failures and do not automatically create a refund, compensation, or Service extension unless a product page or written SLA expressly states otherwise.
7.4 Where NovixLink terminates an otherwise refundable recurring Service solely for its own business or resource reasons, and not because of user conduct, risk, regulation, or upstream requirements, NovixLink may return the remaining unused prepaid value. Non-refundable products, manual services, and one-time fees are excluded.
7.5 After a Service is deleted, cancelled, or terminated, NovixLink has no obligation to retain data, IP addresses, or other resources. We may retain records required for complaints, payment disputes, security incidents, and enforcement and may provide necessary information to upstream providers, data centres, payment institutions, dispute processors, law enforcement, or regulators where legally permitted.
8. Disclaimers, Limitation of Liability, and Indemnity
8.1 Services are provided as-is and as available. Internet Services may be affected by maintenance, hardware, power, routing, data-centre events, network attacks, legal changes, government action, natural disasters, upstream providers, and other events beyond NovixLink’s reasonable control. Unless expressly promised on a product page or in writing, we do not guarantee uninterrupted or error-free operation, fitness for a particular purpose, or immediate recovery.
8.2 You are responsible for determining whether a Service suits your business, technical, security, and compliance requirements. NovixLink does not guarantee business revenue, third-party platform results, account status, data value, or commercial outcomes.
8.3 To the maximum extent permitted by law, NovixLink is not liable for lost profit or revenue, business interruption, customer loss, data loss, loss of goodwill, replacement-service costs, or other indirect, incidental, special, or consequential loss.
8.4 To the maximum extent permitted by law, NovixLink’s aggregate liability for an event, order, or claim will not exceed the amount actually paid for the related Service during the 3 months before the event. Where the Service has been used for less than 3 months, the cap is the amount actually paid for that Service.
8.5 You are responsible for your account, server, content, software, data processing, end-user conduct, and external traffic. You may be responsible for reasonable losses and costs arising from your use of the Service, violation of these Terms or law, infringement of third-party rights, complaints, claims, investigations, fines, or third-party handling charges.
9. Governing Law and Amendments
9.1 These Terms are governed by the laws of Canada and the Province of Ontario. Unless applicable law requires another jurisdiction, disputes will be submitted to a court with jurisdiction in Toronto, Ontario, Canada.
9.2 You may not transfer an account, Service, or rights under this Agreement except through the official Push feature provided in the NovixLink Client Portal or with NovixLink’s prior written consent. Any Service transferred through Push remains subject to Sections 5.8 through 5.12 and all other applicable provisions.
9.3 We may update these Terms for business, compliance, risk-control, technical, security, or service-related reasons and may provide notice through the Last Updated date, a website announcement, Client Portal notice, or email.
9.4 Continued purchase, renewal, or use of the Service after an update becomes effective constitutes acceptance of the updated Terms.
9.5 For a matter not expressly addressed by these Terms, NovixLink may make a reasonable interpretation based on the purpose of the Terms, the product description, delivery records, and reasonable industry practice, without limiting any right that cannot be excluded under applicable law.
9.6 These Terms, the Acceptable Use Policy and Fair Use Policy, applicable product pages, and any special written agreement between the parties constitute the complete agreement concerning the Service.
9.7 A failure by NovixLink to immediately enforce a right under these Terms does not waive that right.
