Legal
Refund policy
Short version: your first server is fully refundable for 48 hours, we refund pro rata when a failure is ours, and we do not refund a term you have already used. The detail is below.
1. The 48-hour window
The first server on a new account may be cancelled within 48 hours of provisioning for a full refund. No explanation is required and no conditions attach to it. This exists so that you can test the real product on the real network instead of trusting a specification sheet.
It applies once per customer, not once per server. It does not apply to accounts that have previously used it, to additional servers beyond the first, or to add-on services.
2. After the first 48 hours
Cancelling stops the next renewal. The server runs until the end of the term you have paid for, and that term is not refunded. Monthly billing means the most you can have unused at any point is the remainder of one month.
3. Annual terms
Annual terms are refundable pro rata for the unused whole months in two situations: where we materially fail to deliver the service, and where we make a change to the terms that you do not accept and you cancel before it takes effect.
A voluntary cancellation part-way through an annual term is not refunded, because the annual discount is consideration for the commitment. If circumstances have genuinely changed, write to billing@flowvds.com — we would rather hear the situation than apply a rule blindly.
4. What is never refunded
- Services terminated for breach of the acceptable use policy or the terms of service.
- Third-party licences already issued in your name, such as a control panel licence.
- Additional IPv4 addresses for the term in which they were assigned.
- Terms already consumed.
5. How refunds are paid
To the original payment method, in the original currency, within ten business days of approval. Card refunds usually appear in three to five business days after that, depending on the issuing bank. Cryptocurrency payments are refunded in the same asset at the rate applied at the time of the original payment, and network fees are deducted.
Where a refund to the original method is not possible, we issue account credit instead and will tell you before doing so.
6. Asking for one
Open a ticket from the panel or write to billing@flowvds.com with the invoice number and the server ID. Requests inside the 48-hour window are processed without questions. Everything else gets a decision, with reasoning, within two business days.
Questions about this document go to legal@flowvds.com.