Datacenter IP and ISP Residential IP Refund Policy
Last Updated: July 12, 2026
Please read this Policy in full before purchasing. It applies to Datacenter IP VPS, ISP Residential IP VPS, and products whose product pages expressly state that this Policy applies. ISP Broadband IP VPS is not covered by this Policy and is governed by its separate special refund policy.
1. Conditions for a 24-Hour Refund
An order may be submitted for refund through a support ticket within 24 hours from the order payment time only if all of the following conditions are satisfied:
- Total traffic usage does not exceed 10GB.
- The Service has not been involved in unlawful activity, abuse, a violation of the Terms of Service or Acceptable Use Policy, an abuse complaint, a copyright complaint, an upstream notice, a law-enforcement notice, or a regulatory notice.
- The assigned IP has not been newly blocked, newly blacklisted, or otherwise damaged in reputation because of activity occurring after delivery.
- The customer has not requested an IP replacement, IP-range replacement, resource reassignment, redelivery, or material adjustment to the order.
- The customer has not selected “Immediate Cancellation” in the Client Portal, initiated a chargeback or payment dispute, or otherwise bypassed the ticket-based refund process, and stops using the Service after submitting the refund ticket.
The 24-hour period begins at the order payment time, not at first login, first use, completion of operating-system installation, or the time testing begins. Traffic usage is determined by NovixLink system records.
Selecting “Immediate Cancellation” in the Client Portal immediately deletes the VPS, data, IP address, and related resources. The Client Portal provides notice before confirmation that this action does not result in a refund. A Service deleted through immediate cancellation is therefore not eligible for refund.
2. Refund Frequency and Refund Method
Each natural person may maintain only one NovixLink account. Related accounts created, controlled, or actually used by the same natural person are combined when refund eligibility is calculated.
Each natural person and all related accounts may receive only one lifetime refund to the original payment method. This eligibility is not restored by changing accounts, email addresses, payment methods, or purchasing another Service.
In addition to the original-method refund, each natural person and all related accounts may receive no more than one refund as NovixLink account credit during each calendar month. Calendar months are calculated using Toronto local time, and unused eligibility does not accumulate or carry forward.
After the single original-method refund has been used, a later eligible order may only be refunded as account credit if the account-credit refund eligibility for that month has not already been used.
Account credit may be used to provision a new VPS or pay a NovixLink invoice. It cannot be withdrawn, transferred, sold, exchanged for cash, or later returned to an original payment method. Payments made using cryptocurrency, on-chain digital assets, account credit, or another method that cannot be reversed to the original source may only be refunded as account credit.
These restrictions are intended to prevent IP resources from being repeatedly provisioned, tested, abused, contaminated, or blacklisted before a refund is requested.
3. Refund Fees and One-Time Services
Every approved refund, whether returned to the original payment method or issued as account credit, is subject to a one-time CAD $1 refund processing fee. Depending on the original payment method and payment gateway, NovixLink also reserves the right to deduct an additional payment-gateway fee equal to 5% of the original payment amount. Total deductions will not exceed the otherwise refundable amount.
Managed Setup, one-time setup, migration, installation, environment deployment, system configuration, and other manual services may be refunded if our staff have not started processing the request. The applicable refund-frequency and fee rules still apply.
Once a staff member begins procurement, configuration, installation, migration, deployment, system access, or related work, the manual-service fee becomes non-refundable whether or not the work has been fully completed. A non-refundable manual-service fee does not prevent the VPS portion of the same order from being reviewed separately.
Renewal invoices, account-credit top-ups, delivered software licences, dedicated servers, custom services, special resource reservations, and Services expressly marked non-refundable are not covered by this Policy.
4. Initial Delivery Issues
If one of the following initial delivery issues is reported within 24 hours of purchase, a full refund without any additional fee may be approved under this Policy:
- A NovixLink-side host, node network, virtualization platform, or Client Portal failure makes the Service completely unusable.
- The AS Type or as.type field shown by IPinfo.io for ISP Residential IP is not ISP or isp at first delivery.
- A database country or region expressly promised on the product page does not match the IPinfo.io result at first delivery.
- A product page expressly promises accessibility from a particular region, but the IP is already blocked by that region’s firewall at first delivery and the issue cannot reasonably be resolved through an IP replacement or another solution.
If the IP met the delivery standard at first delivery but was later newly blocked, blacklisted, or reclassified by a third-party database, the event is not an initial delivery issue.
5. IP Classification Standard
The delivery standard for ISP Residential IP is that the AS Type or as.type field shown by IPinfo.io at the time of first delivery is ISP or isp. An IP meeting this standard is considered correctly delivered for product-classification purposes.
Country, region, city, and organization information for ISP Residential IP is also determined using the IPinfo.io result at first delivery for delivery and dispute-review purposes.
Datacenter IP is not subject to the residential-IP classification standard. NovixLink does not guarantee the classification, database geolocation, historical records, risk scores, blacklist status, or third-party platform results of Datacenter IP.
Results from other IP lookup websites, databases, and risk platforms are for reference only and are not a basis for claiming product mismatch, requesting a refund, or seeking compensation. NovixLink does not guarantee any fraud value, risk value, trust score, abuse score, platform account approval rate, unlocking result, or other third-party result.
Customers may review our knowledgebase article, “Residential IP Classification and Lookup Guide,” for lookup instructions. For information regarding Ping0, ipjiance, and similar platforms, please review “Notice Regarding Ping0 and ipjiance Results.”
6. Additional Information
City-level geolocation, postal codes, results from other lookup platforms, fraud values, risk scores, third-party platform classification, local speed tests, cross-border network performance, and business results are not product-delivery failures. An order may nevertheless use the general 24-hour refund policy if all refund conditions and frequency limits are satisfied.
A refund request does not become a refund commitment until it has been reviewed and approved by NovixLink. Posting time after issuance is controlled by the applicable bank, card issuer, or payment provider.
This article is a simplified summary of the Refund Policy in the NovixLink Terms of Service. If this article conflicts with the Terms of Service, Acceptable Use Policy, applicable product page, or a special written agreement, the Terms of Service and applicable special terms will control. Refund eligibility is reviewed by NovixLink using account, payment, traffic, IP, complaint, and system records.
