Refund and Compensation Policy

1. General Provisions

This Policy governs refunds and downtime (unavailability) compensation for virtual private servers (“VPS”) provided by Amnezia Hosting.
Payment for and use of the VPS service constitutes the client’s full acceptance of these terms.

2. Refunds

First month

• The first month’s VPS fee is non-refundable.
• In exceptional cases, where a technical failure attributable to Amnezia Hosting’s infrastructure is confirmed, a partial credit may be granted at Support’s discretion.

Refunds for unused periods

• If the service is cancelled within 30 calendar days from the activation date, the client is refunded 100% of all full unused months except the first month.
• Partially used months are not refundable.
• Payments for add-on services (domains, SSL, IP addresses, licenses, etc.) are non-refundable.

Limitations

• After the 30-day period expires, monetary refunds are not issued, except for downtime compensation as provided herein.
• No refund is granted in case of a breach of the Acceptable Use Policy by the client or for issues caused by the client’s actions.

By activating the VPS, the client agrees to the immediate start of the service and acknowledges that, once activated, the client waives the 14-day withdrawal right provided by law.

3. Downtime Compensation

Form of compensation

Compensation is provided as an extension of the VPS term, not as a monetary refund.

Conditions

• Upon a confirmed outage attributable to Amnezia Hosting that exceeds 4 consecutive hours within a calendar day, the client is credited with 1 additional day of service.
• The maximum compensation per incident is 30 days.
• Outages shorter than 4 hours are not compensated.
• Downtime caused by the client’s actions (misconfiguration, OS deletion, system interference, DDoS, etc.) is not compensated.

How to claim

• A request must be submitted via the Client Area within 7 days after the incident.
• After verification and confirmation, the extension is applied within 2 business days.

4. Request Handling

• Requests are processed through the ticketing system.
• Review time: up to 3 business days.
• Monetary refunds (if applicable) are processed within 5 business days after approval.
• Extensions are applied within 2 business days after confirmation.

5. Responsibilities

Amnezia Hosting will review requests in good faith and within the stated timeframes.
The client must provide accurate information and comply with the Acceptable Use Policy.
In cases of abuse (e.g., fabricated incidents), Amnezia Hosting may deny compensation.

6. Miscellaneous

Amnezia Hosting may update this Policy; the current version is published on the website and takes effect upon publication.
Where national or European law affords the client broader rights, such rights shall prevail.