Refund and Compensation Policy
Effective date: October 2, 2026
1. General Provisions
This Policy (the “Policy”) sets out the terms of refunds and compensation for Amnezia Hosting services (the “Service”).
2. 72-Hour Money-Back Guarantee
The User may request a refund for their first VPS order within 72 hours of Service activation.
The guarantee is available once per User and does not apply in cases of abuse of the Service, breach of the Terms of Service, or where restrictions or malfunctions were caused by the User’s actions.
For a refund provided solely under this commercial guarantee, actually incurred non-refundable costs of processing and returning the payment, of no more than 5% of the payment amount, may be deducted, where permitted by applicable law.
Before processing a refund, support may offer a reasonable way to resolve the issue. The User is not obliged to accept such an offer.
3. Refund of Unused Prepayment
If the Service has been paid in advance for several billing periods, the User may request a refund for full unused periods.
In the event of early termination of the Service, a discount granted for a longer billing term may be recalculated based on the period actually used.
A partially used billing period is non-refundable, except where mandatory law provides otherwise.
Discounts or bonuses actually received and non-refundable payment provider costs may be deducted from a commercial refund, where permitted by law.
Payments for third-party or individually provided additional services may be non-refundable if this was clearly stated to the User before purchase and is permitted by applicable law.
4. Termination by the Service
If the Provider terminates the Service on its own initiative without any breach by the User, the User is refunded the cost of the unused portion of the prepaid Service.
This rule does not apply if termination is caused by a breach of the Terms of Service, illegal activity, a security threat, or a mandatory requirement of the law or a competent authority.
5. Downtime Compensation
If a confirmed technical failure of the Service’s infrastructure results in continuous unavailability of the Service for more than 4 hours, the User may receive compensation in the form of an extension of the Service term.
For each 24-hour period of an ongoing incident during which the Service was unavailable for at least 4 hours, one additional day of Service is granted. If the last period of the incident is shorter than 24 hours, one additional day is granted provided that the unavailability during that period lasted at least 4 hours.
The maximum compensation per incident is 30 days.
Compensation is not provided if the unavailability is caused by:
- the User’s actions or configuration;
- external networks or third-party services;
- an attack or other event beyond the Provider’s reasonable control;
- pre-announced maintenance;
- a justified restriction of the Service in accordance with the Terms of Service.
A compensation request should be sent to support within a reasonable time after the incident.
6. Mandatory Consumer Rights
If the User is a consumer and applicable law grants them the right to withdraw from a distance contract within 14 days or another mandatory period, this right is retained regardless of the commercial 72-hour guarantee.
If the User expressly requested that provision of the Service begin before the end of the statutory withdrawal period, a proportionate amount for the Service actually provided up to the moment of withdrawal may be charged upon subsequent withdrawal, to the extent permitted by law.
Nothing in this Policy limits the mandatory rights of consumers.
7. Refund Procedure
Refund requests are submitted through the client area or to support.
Refunds are generally made using the same method as the original payment, where technically possible. If such a refund is not possible, the parties may agree on another available method.
The time it takes for funds to be credited after a refund is processed may depend on the bank, payment system or other organisation involved in the payment.
