# 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.

Source: https://vpsnine.com/help/money-back-guarantee · Updated: 2026-10-10

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 monthly renewals aren't covered; for those, [cancel the server](https://vpsnine.com/help/cancel-a-server) and you won't be billed again.

## What isn't

Accounts suspended for abuse don't get a refund. That means anything the [Acceptable Use Policy](https://vpsnine.com/aup) rules out: spam, attacks, scanning, malware, mining and the rest of that list.

## How to ask

[Open a support ticket](https://my.vpsnine.com/support/new?category=billing), choose the server, and say you'd like a refund under the guarantee. If you can't log in, email hello@vpsnine.com from the address on your account. Say whether you want the money back in Bitcoin or as account credit.

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](https://vpsnine.com/help/snapshots) included, so copy off anything you want to keep *before* you ask. [Cancel a server](https://vpsnine.com/help/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.
- **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.