The 14-day money-back guarantee
Ask for a refund within 14 days of paying for your first order. What the guarantee covers, what it doesn't, how to ask, and how the money comes back.
Where things stand: accounts are open at my.vpsnine.com, so you can sign up, confirm your email and add SSH keys today. Ordering servers opens at launch.
If VPSNine turns out not to be right for you, ask for your money back within 14 days of paying for your first order.
What's covered
Your first paid order, as long as you ask within 14 days of the payment confirming. Later orders and renewals, monthly or yearly, aren't covered; for those, cancel the server and you won't be billed again. Top-ups of account credit and add-on invoices aren't covered either.
What isn't
Accounts suspended for abuse don't get a refund. That means anything the Acceptable Use Policy rules out: spam, attacks, scanning, malware, mining and the rest of that list.
How to ask
- Open a support ticket with the Billing category.
- Under Server (optional), pick the server.
- Say you'd like a refund under the guarantee, and how you'd like it back: in Bitcoin, or as account credit. A PayPal payment goes back to PayPal.
- Choose send.
If you can't log in, email hello@vpsnine.com from the address on your account. Open and manage support tickets covers the ticket itself.
You don't need to send a Bitcoin address. If you choose Bitcoin, we send you a claim link and you enter your address there.
What happens next
One of us checks the order and makes the refund. The server is deleted as part of it, disk and snapshots included, so copy off anything you want to keep before you ask. Cancel a server shows how.
You get an email with the refund:
- In Bitcoin, as a claim link from our BTCPay server. Open it and enter your own Bitcoin address. The refund is the invoice's amount in US dollars, and the Bitcoin amount is worked out at the exchange rate when you claim it. If the price has moved since you paid, you get a different amount of BTC from the amount you sent.
- To PayPal, if you paid with PayPal: the invoice's amount goes back to the PayPal account that paid it, and PayPal returns it the way you funded it.
- As account credit, added straight to your balance. It pays any invoice you have open, then your next ones, before any Bitcoin does.
If part of the invoice was paid with account credit, that part always comes back as credit. If the server hadn't been built yet when you asked, the refund is made as credit too.
Check it worked
The ticket gets a reply when the refund is made, and you get the refund email. A refund as credit shows on your credit history as Refund of invoice VPS9-… to credit.