Refund Policy

1. The 7-Day Guarantee

Most Services qualify for a no-questions-asked refund within seven (7) days of provisioning. The guarantee covers your first invoice on a given Service; it does not apply to renewals or to a re-purchase of a Service the same Account previously refunded.

1.1 What "no questions asked" means

For the first refund on a Service, we do not require a justification, a survey response, or an exit interview. A single ticket through the customer panel or to legal@silenthosts.io is enough.

1.2 What "first invoice" means

The 7-day guarantee covers the first invoice on a Service, regardless of billing cycle. If you purchase an annual VPS-2 plan and request a refund within seven (7) days, you are refunded the full annual amount paid. If you purchase the same VPS-2 plan, refund within seven days, then re-purchase the same plan a month later, the second purchase is not covered by the no-questions-asked guarantee.

1.3 Limit of one no-questions refund per Account per quarter

To prevent abuse — for instance, customers using the 7-day window as serial free-trial — the no-questions guarantee is limited to one refund per Account per calendar quarter. Subsequent refund requests within the same quarter are processed under Section 6 (pro-rated) or Section 7 (Service-specific eligibility).

2. Eligible Services

The 7-day guarantee applies to:

• KVM VPS plans, all tiers
• Remote Desktop Protocol (RDP) plans, all tiers
• Shared hosting plans
• cPanel hosting plans
• Email hosting plans
• SMTP hosting plans, subject to the 1,000-message threshold in Section 3.6
• Storage and backup plans
• Game server plans, all tiers

3. Excluded Services

The following Services are excluded from the 7-day guarantee:

3.1 Dedicated servers

Dedicated servers are excluded because the underlying hardware is allocated to the customer immediately on provisioning and cannot be re-allocated to another customer without delay. Dedicated servers are refundable only on documented hardware failure within the first seven (7) days, and the refund is pro-rated against the operational hours.

3.2 GPU plans

GPU plans are excluded for the same reason as Dedicated servers — the underlying GPU hardware represents a high allocated cost. GPU plans are refundable only on documented unavailability or hardware failure within the first seven (7) days, pro-rated.

3.3 Domain registrations

Domain registrations are excluded by the registry-level policies of ICANN and the relevant top-level-domain registries. Once a domain is registered, the registration fee is not refundable. Domain transfers, where supported, are subject to separate transfer fees.

3.4 Setup fees and one-time configuration

One-time configuration services, custom hardware setup fees, custom OS image installation fees, and any other one-time charge labelled as such on the invoice are excluded. The work has been performed and is not retrievable.

3.5 Bandwidth overages

Bandwidth overage charges incurred during the evaluation period are not refundable. The actual bandwidth has been delivered.

3.6 SMTP plans after threshold

SMTP plans become non-refundable once 1,000 messages have been sent through the assigned IP. The IP reputation has been established under the customer's sending pattern and cannot be returned to a clean baseline.

4. Refund Payment Method

4.1 Same method as payment

Refunds settle in the original payment method. If you paid in Bitcoin, the refund is paid in Bitcoin to a customer-provided address. If you paid in Monero, the refund is paid in Monero. If you paid by card (where supported), the refund is processed back to the card via the original processor.

4.2 Cryptocurrency conversion at refund time

For cryptocurrency refunds, the refund amount is calculated as: (USD equivalent of original payment at the time of payment) converted to the original cryptocurrency at the time of refund using the same public mid-market rate source.

This convention protects both parties from cryptocurrency-price volatility during the evaluation period: a customer who paid 0.001 BTC for a $32 plan when BTC was at $32,000 receives back the equivalent of $32 at refund time, which may be more or less than 0.001 BTC depending on price movement.

4.3 Address confirmation

The refund destination address is provided by the customer at refund time. We do not retain incoming receiving addresses, so the refund address is whatever the customer provides in the refund ticket. We will confirm the address back to the customer before initiating the on-chain transaction.

5. Cancellation Procedure

5.1 Initiation

Cancellation and refund requests are initiated by opening a ticket from within the customer panel. Account holders without panel access can email legal@silenthosts.io directly with the Account email and Service identifier.

5.2 Acknowledgement

We acknowledge refund requests within forty-eight (48) hours.

5.3 Processing

Substantive processing of refund requests completes within fourteen (14) business days. For straightforward cases (full refund within the 7-day window, no AUP issues, address provided), processing typically completes in 1–3 business days.

5.4 Settlement

For cryptocurrency refunds, settlement is on-chain and timing depends on the underlying network: Lightning settles in seconds; on-chain Bitcoin and Litecoin in 10–30 minutes; Monero in approximately 20 minutes plus our internal processing; Ethereum and stablecoins per the network's typical confirmation time. For card refunds, settlement at the issuing bank may take 5–10 business days after we initiate the refund at the processor.

6. Pro-Rated Refunds

6.1 Outside the 7-day window

After the 7-day window, refunds on annual or biennial cycles are calculated pro-rata: the unused portion of the cycle minus a 25% restocking fee where allocated dedicated hardware was involved, or minus a 10% restocking fee for shared, VPS, RDP, and similar tiers. Monthly-cycle Services are not refunded outside the 7-day window; the customer cancels the renewal and the Service runs to the end of the paid month.

6.2 Calculation example

A customer purchases an annual VPS-4 plan at $326 (12 × $32 minus the 15% annual discount). After 100 days, the customer cancels with a refund request. The pro-rated refund is calculated as:

• Days remaining: 365 − 100 = 265
• Daily rate: $326 / 365 = $0.893
• Unused portion: 265 × $0.893 = $236.65
• Restocking fee (10% for VPS): $23.67
• Refund amount: $236.65 − $23.67 = $212.98

6.3 Annual or biennial only

Pro-rated refunds outside the 7-day window apply only to annual and biennial cycles. Customers on monthly billing simply cancel the renewal and the Service runs to the end of the paid month, with no further refund.

7. Disputes and Chargebacks

7.1 Contact us first

Customers experiencing billing issues should contact us at legal@silenthosts.io before initiating a chargeback through the card processor. Most billing issues — duplicate charges, mistaken renewal, partial provisioning — are resolved within 1–3 business days through the support channel.

7.2 Chargebacks without prior contact

Chargebacks initiated without prior contact trigger an Account review and may result in: (a) the Account being placed on hold pending resolution, (b) forfeiture of refund eligibility for the disputed charge, (c) suspension of all Services on the Account until the chargeback is resolved at the processor.

7.3 Friendly fraud

Where we have evidence that the chargeback is "friendly fraud" — that is, the customer continues to use the Services while disputing the charge — we will contest the chargeback at the processor and submit the supporting evidence.

8. Fraud and Policy Violations

Refunds are denied if:

• The Account or affected Service was suspended or terminated under the AUP for substantiated violations
• The refund request is part of a pattern of serial sign-up-and-refund behaviour intended to abuse the 7-day guarantee
• The customer's payment is determined to be fraudulent (stolen card, stolen crypto, sanctions-list entity)

Denial under this Section may be appealed to legal@silenthosts.io. Appeal decisions are final.

9. Timing Summary

10. Special Situations

10.1 Extended outage credits

For an extended outage (defined in SLA Section 4 as a sustained drop below the monthly uptime commitment), the credit calculation in the SLA applies. Where the SLA credit results in a net amount due to the customer larger than the remaining prepaid period, the excess can be paid out as a refund in the original payment method on customer request.

10.2 Location migration credits

Where we discontinue a specific jurisdiction or hardware configuration with thirty (30) days' notice and the customer chooses not to migrate to an offered alternative, the customer is entitled to a pro-rated refund of unused prepaid amounts without the restocking fees described in Section 6.

10.3 SilentHosts-initiated cancellation

If we cancel a Service for any reason other than an AUP violation, the customer is entitled to a pro-rated refund of unused prepaid amounts without restocking fees.

11. Contact

For refund disputes:

• Legal team: legal@silenthosts.io
• Support team for routine refund requests: open a ticket through the customer panel

Where this Refund Policy and the Terms of Service appear to overlap, the Terms of Service govern. Where this Policy and the SLA appear to overlap on outage-related remedies, the SLA's specific commitments and credit calculations govern.