Refund Policy

This Refund Policy (the “Policy”) forms part of the agreement between Valgix, LLC. (“Valgix,” “we,” “us,” or “our”) and the person or organisation that purchases a Valgix service (“Customer,” “you,” or “your”). It applies to paid services, subscriptions, upgrades, add-ons, and other charges made through Valgix.

This Policy should be read with the Valgix Terms of Use, Service-Level Agreement (“SLA”), Privacy Policy, the applicable order summary, and any individually signed agreement. An individually signed agreement controls where it expressly replaces this Policy. The SLA controls the contractual remedy for an availability shortfall covered by that agreement.

This Policy does not reduce any cancellation, withdrawal, refund, or other remedy that cannot lawfully be excluded or limited.

Valgix infrastructure is normally provisioned shortly after checkout. Provisioning reserves compute, storage, network capacity, and, where selected, scarce network resources for your use. For that reason, a completed payment is not automatically refundable merely because you later change your mind, stop using the service, or cancel before the paid period ends.

Our decisions under this Policy follow four principles:

• you should not pay for a service that Valgix ultimately cannot provide;
• duplicate and objectively incorrect charges should be corrected;
• properly delivered and allocated infrastructure remains payable; and
• mandatory law and expressly agreed remedies always apply.

A refund, billing adjustment, and Service Credit are different remedies. We will not provide duplicate recovery for the same charge or incident.

Valgix uses Polar to facilitate checkout, subscription billing, tax calculation, invoices, refunds, and payment disputes. Where disclosed at checkout, Polar acts as merchant of record and authorised reseller for the transaction, while Valgix remains responsible for the cloud service supplied to you.

An approved card or payment-method refund is ordinarily submitted through Polar to the original payment method. Polar and the relevant payment network may perform compliance, risk, tax, and technical checks before the refund is completed. Valgix cannot redirect a refund to an unrelated card, bank account, wallet, or person.

Polar may also issue or require a refund under its buyer terms, payment-network rules, risk controls, or applicable law. A refund of an individual order does not by itself cancel an active subscription; the subscription must also be cancelled if you do not want another renewal.

A full or partial refund, billing correction, or account credit may be available where:

• the same order or renewal was charged more than once;
• the charged amount materially differs from the confirmed order without a valid reason;
• payment was captured but Valgix ultimately cannot provision the purchased service or add-on within a reasonable period;
• Valgix permanently discontinues a prepaid service before the paid period ends and the discontinuation was not caused by your breach;
• we expressly promise a refund for a particular order or promotion;
• a refund is required by applicable law or payment-network rules; or
• Valgix determines that a discretionary billing correction is fair and appropriate.

Where only part of an order was not provided, the remedy normally applies only to that unprovided part. Where the issue can reasonably be corrected without materially reducing the purchased service, we may first offer to correct it.

Pending orders

Infrastructure provisioning and operating-system installation are asynchronous. A temporary pending, provisioning, or similar state does not by itself mean that the order has failed. We may reconcile the order, continue installation, or ask you for information needed to complete it.

Provisioning failure

If payment was captured and the purchased service cannot ultimately be provisioned, we will cancel the unfulfilled order and provide a refund or equivalent correction for the unprovided item. If provisioning partially succeeded, we will assess the delivered and undelivered portions separately.

Customer-selected configuration

You are responsible for reviewing the location, plan, billing period, operating system, hostname, credentials, and add-ons before checkout. A correctly provisioned order is not defective merely because a different available option would later have suited you better.

Paid subscriptions renew automatically for the selected monthly or annual billing period until cancelled. The price, frequency, taxes, and included items shown at checkout form part of the order.

A valid renewal charge is normally non-refundable once the new service period begins. Forgetting to cancel, not noticing a renewal reminder, leaving a server stopped, or not using the service does not by itself make that renewal refundable. We will still correct duplicate, unauthorised, or objectively incorrect charges, and mandatory rights remain unaffected.

If a renewal payment fails, access may be restricted, the service may be suspended, and data may later be deleted as described in the Terms of Use. A later successful retry is payment for the renewed period and is assessed under the same rules.

You may cancel an eligible subscription through the Valgix dashboard. Unless we say otherwise, cancellation disables automatic renewal and takes effect at the end of the current paid period. The service remains available until then.

Cancellation does not ordinarily create a pro-rata refund for unused days, months, compute time, traffic allowance, or storage during the current period. Stopping a server, deleting customer files, removing software, or ceasing use is not a subscription cancellation.

When the paid period ends, the service and associated resources may be permanently deleted, including disks, assigned IP resources, snapshots, scheduled backup jobs, and recoverable copies. You must export any data you need before cancellation becomes effective.

An annual plan is a prepaid twelve-month subscription and may include a discount against the corresponding monthly total. Its discounted annual price is earned in exchange for the annual commitment, not a sequence of independently refundable monthly purchases.

Customer-requested cancellation during an annual period normally prevents the next annual renewal but does not generate a partial refund for remaining months. If an annual service becomes permanently unavailable for reasons attributable to Valgix, we may restore the service, provide a comparable replacement, or refund the eligible unused prepaid portion.

Any approved refund is based on the amount actually paid after the annual discount, not the undiscounted monthly list price.

An eligible server may be upgraded to a larger plan. Before confirmation, Valgix shows the target plan and the applicable billing effect. Once compute, memory, disk, or billing changes have been applied, the upgrade charge is normally non-refundable.

Disk expansion may be irreversible and a corresponding downgrade may be technically unavailable. A preference to return to the previous plan therefore does not make a completed upgrade refundable.

If an upgrade payment is captured but the upgrade cannot be applied and Valgix cannot safely complete or reconcile it, we will reverse or correct the unapplied amount. If only part of an upgrade is delivered, we will assess the appropriate partial correction based on the actual result.

Add-ons, including additional IPv4 addresses, may be billed separately or alongside the related server. Their availability may depend on location, capacity, technical compatibility, and network-resource supply.

If payment is captured but an add-on cannot be allocated, we will refund or correct the charge for the unprovided quantity. Once an IPv4 address or other resource has been successfully allocated and made available, the charge is normally non-refundable for the allocated period, including where it was not used.

An address is not defective solely because of geolocation-database differences, customer reputation preferences, third-party blocklists, or compatibility with a particular external service. We will investigate evidence that the assigned resource is technically unusable due to Valgix-controlled infrastructure.

Eligible availability shortfalls are handled under the Valgix SLA. Its normal remedy is a non-transferable Service Credit applied to eligible future Valgix charges, not an automatic cash refund for the affected period.

A Service Credit does not duplicate a refund, charge reversal, or other compensation for the same service impact. Where applicable law requires a different remedy, or Valgix determines that a billing adjustment is more appropriate, we may use that remedy instead.

Planned or emergency maintenance, customer actions, excluded dependencies, and other events identified in the SLA are assessed under that agreement rather than this Policy.

Valgix backup architecture is designed for dependable recovery and may use geo-redundant copies beyond a single storage location. Backup retention and snapshot limits depend on the selected plan. A restore point may remain unavailable while its protection or replication process is still being completed.

Infrastructure-level recovery does not guarantee that customer software was in an application-consistent state at the exact moment a backup or snapshot was taken. Databases, write-heavy services, encrypted volumes, in-memory work, and applications with their own consistency requirements may need customer-managed quiescing, application-aware backups, or additional recovery procedures.

A problem caused by the state, configuration, or behaviour of customer software is not by itself a refundable failure of the Valgix backup service. A verified failure of Valgix-controlled infrastructure will be assessed under the Terms of Use, the SLA, this Policy, and applicable law.

You control the operating system, applications, credentials, firewall rules, packages, scripts, and data installed on your server. Valgix does not warrant that a particular application, community recipe, version, licence, dependency, or external service will work with every configuration.

Recipe deployment runs requested automation on the selected server. A failed or undesirable result caused by the recipe, requested values, customer environment, third-party package source, or application itself does not ordinarily make the underlying server charge refundable. This does not exclude a remedy for a verified failure of the Valgix deployment platform itself.

Except where Section 4 or mandatory law applies, we do not normally refund charges for:

• a change of mind after infrastructure has been provisioned;
• unused time, stopped servers, low traffic, or unused capacity;
• an operating system, location, plan, or billing period selected by the customer;
• customer configuration errors, lost credentials, or insecure access settings;
• software, licence, recipe, package, or external-service incompatibility;
• allocated IPv4 addresses or other resources that were made available;
• services suspended or terminated because of a material policy or legal violation;
• promotional, referral, goodwill, or other non-cash credits;
• third-party outages that do not constitute a covered Valgix failure; or
• a request for cash in place of an SLA Service Credit.

This list describes common outcomes, not an absolute exclusion. We review the facts of each request and apply mandatory rights where required.

A refund is calculated from the amount actually paid for the eligible item after discounts, credits, previous refunds, and other adjustments. We do not calculate a refund from a higher list price that was not charged.

Where Polar acts as merchant of record, Polar handles the corresponding tax adjustment. The maximum refundable amount may exclude tax that Polar refunds separately and is reduced by any amount already returned or applied to customer balance.

Refunds are submitted in the original transaction currency where supported. Your bank, card issuer, wallet provider, or foreign-exchange service may apply its own conversion rate, posting date, or fee. Valgix does not control those external terms.

Contact Valgix support through your authenticated account as soon as reasonably possible after identifying the issue. A request should include:

• the relevant server, service, invoice, order, or transaction reference;
• the charge date, charged amount, and billing period;
• a concise explanation of what happened and the remedy requested; and
• screenshots, logs, or other evidence reasonably needed to verify the request.

Do not send full payment-card numbers, security codes, account passwords, root passwords, private SSH keys, or unrelated secrets. We may ask for identity or account verification before discussing billing details or submitting a refund.

Delay can make infrastructure and payment records harder to verify. Any specific claim period in the SLA, Polar buyer terms, payment-network rules, or applicable law continues to apply.

We may review account records, provisioning state, resource allocation, service telemetry, support history, Polar order data, and other relevant evidence. We may ask for additional information, correct the service, offer an account credit, approve a full or partial refund, or explain why the request is not eligible.

We aim to decide complete requests without undue delay. Once approved and submitted, the time required for funds to appear depends on Polar, the payment network, and your bank or payment provider. A refund may appear as a reversal of the original charge rather than a separate incoming transaction.

Where a subscription should not renew again, you remain responsible for confirming that cancellation has also been recorded. A pending refund does not automatically pause, extend, or cancel an unrelated service.

We encourage you to contact support before opening a chargeback so that we can investigate and, where appropriate, correct the issue quickly. This request does not waive or limit any lawful payment-dispute right.

Once a chargeback or external payment dispute is opened, the matter may be handled through Polar and the relevant payment network. We may submit order, account, provisioning, usage, cancellation, and communication records that are relevant to the dispute.

We may deny discretionary refunds, restrict payment methods, or suspend accounts where we reasonably identify refund abuse, contradictory claims, unauthorised account access, fraud, or an attempt to receive duplicate compensation. We will not use this provision to avoid a refund required by law.

Nothing in this Policy excludes, restricts, or replaces consumer guarantees, withdrawal rights, statutory refunds, or remedies that apply to you and cannot lawfully be waived. If mandatory law gives you a more favourable right, that law controls to the extent of the conflict.

Cloud infrastructure may begin provisioning immediately after checkout at your request. Where applicable law permits, the start or completion of digital or service performance may affect the extent of a withdrawal or refund right. We will apply that rule only as permitted by the law governing the transaction.

We may update this Policy to reflect changes in our services, billing model, payment provider, legal obligations, or operational practices. The updated version will show a new last-updated date. Material changes will apply prospectively unless law requires otherwise.

Questions about a charge or refund should be submitted through Valgix support from your authenticated account. Legal questions about this Policy may be sent to legal@valgix.com.