No refunds policy, chargebacks and billing errors

SolumeCore does not give refunds. All payments are final and non-refundable, whatever the service, the payment method or the reason: cancellation, not using the service, a change of plan or location, dissatisfaction, or a security or abuse measure. This is the same rule as section 11 of our Terms of Service, and it is stated here again so there are no surprises.

This page explains what that means in practice: the few real exceptions, what happens when you cancel, how to avoid a charge you do not want, why crypto payments cannot be reversed, and what a chargeback (a payment dispute with your bank) does to your service.

Important: if you have a billing problem, contact us before opening a dispute with your bank. A chargeback can suspend the services paid with that payment while it is open.

What "no refunds" covers

We do not give refunds, in whole or in part, and we do not return or prorate the unused time of the current billing cycle. The same goes for:

• Account credit (balance), top-ups and gift cards. Credit is for spending on SolumeCore services. It is not refunded and it is not converted into money (see account credit and automatic billing).
• Contributions to a server pool. What other people put into a pool is not refundable.
• Crypto payments. They are irreversible (see below).
• Services suspended or cancelled for non-payment, abuse or a breach of the Terms.
• A location that differs from the one you ordered. Tell us by ticket within 7 days of delivery and we will try to fix it by moving or reinstalling the service in the right location. That does not give a right to a refund.

The only general exception is the one the law imposes: if a mandatory law that applies to your case says otherwise, it prevails over this page. If you are a consumer and the law of your country gives you rights that cannot be waived, our Terms do not limit them.

The exceptions

An order we do not accept

An order is an offer to buy a plan, and the contract is formed when we accept it, normally when the service is provisioned after the payment is confirmed. If we reject or cancel an order (for example, no capacity, an obvious price error or suspected fraud), we return what was charged for that order, because the contract never started.

If you paid for an order and one of its services could not be delivered, the amount for that service is returned right away, by default as account credit. SolumeCore can instead return it to your card when you paid by card; with PayPal or crypto it goes to credit and our team is notified. The other services of the order are delivered as usual.

Billing errors

We can correct an obvious billing or price error, before or after the charge, by adjusting the amount or charging the difference. If you think an invoice is wrong, tell us (see the last section) and we will check it. Correcting an error is not a refund for the service: it fixes the amount that should have been charged in the first place.

Optional commitments

SolumeCore can switch on optional features, grouped under Billing → Guarantees when they are enabled, such as locked prices or credits for outages. If they are on for you, they follow the conditions published in the panel or on the site when you order them. They add to the Terms and never create a right to a refund. Our uptime figure is a target, not a guaranteed SLA. Most accounts do not see this section.

What happens when you cancel

Cancelling a service does not return money. In the panel you choose when it ends:

• At the end of the period you already paid: the service keeps working until that date and is not meant to be billed again.
• Right now: the service stops today and the rest of the paid period is not returned.

Until the cancellation shows as completed in your panel, the service could keep renewing and being invoiced, so it is your responsibility to confirm that it was registered. Cancel before the renewal date, check that it appears as done in your panel, and copy your data first. The full steps are in the help center article "How to cancel a hosting, VPS or game server service" (help center).

How to avoid a charge you do not want

• Cancel in time. Cancel before the renewal date, not on the day. The date is on the service page and in the Renewals tab.
• Confirm it. After cancelling, check that the cancellation shows as completed in your panel.
• Turn off automatic billing if you do not want your card or credit to be charged on its own. See account credit and automatic billing.
• Read the reminders. We issue the renewal invoice a few days before the due date and, if you use automatic billing, we email you before each automatic charge. See invoice lifecycle and renewals.
• Check before you pay. Review the plan, the location, the amount and the coupon at checkout.
• Pause instead of cancelling if you only need a break and the option is available (see the help center article "Pause a service" in the help center).

Crypto payments cannot be reversed

A crypto transfer is irreversible: there is no automatic reversal and no refund of payments made in cryptocurrency. The value in your currency is calculated at the rate fixed when you pay, and we are not responsible for market changes. Check the address, the coin, the network and the amount before you send. If you send less than requested or use the wrong network, open a ticket and our team will review it, but we cannot promise to recover the funds. See payment methods.

Chargebacks and payment disputes

A dispute (chargeback) happens when you ask your bank to reverse a card payment. SolumeCore handles card disputes automatically. Here is what the system does by default:

1. It records the dispute and alerts our team. Our team prepares and sends the evidence within the deadline set by the card network.
2. It takes back prepaid credit from that payment. If the payment bought account credit, a gift card or a contribution to a server pool, that credit is removed so it cannot be used while the dispute is open.
3. It can suspend the services paid with that payment. This is a default setting that SolumeCore can change. A service suspended by a dispute is not reactivated by paying other invoices.
4. If the dispute is won, the services suspended by that dispute are reactivated and the prepaid credit is restored.
5. If the dispute is lost, your account is flagged for a manual anti-fraud review. Nothing is cancelled automatically at that point. Referral commissions tied to that invoice are cancelled.

Some limits to keep in mind:

• The automatic handling described above applies to card payments. For PayPal and crypto, contact support.
• You might not receive a notification when a service is suspended by a dispute. If a service is suspended and you see no overdue invoice, open a ticket.
• A service that stays suspended for a long time can reach the cancellation step described in how service suspension for non-payment works. Do not leave it unresolved.
• A chargeback is decided by your bank and the card network, not by us.

How to report a billing problem

1. Sign in to the client panel at dashboard.solumecore.com.
2. Open Tickets → New ticket and choose the topic Billing & payments ("Invoices, charges, refunds or credit").
3. Include the invoice number, the service name, the payment method and what happened.
4. Follow the answer in the same ticket. You can see the invoice and its payments in Billing → Invoices & payments.

Do not send card numbers or passwords in the ticket. You do not need them: we can find the payment from the invoice.

Related documents

• Payment methods
• Account credit and automatic billing
• Invoice lifecycle and renewals
• How service suspension for non-payment works
• Help center

FAQ

Does SolumeCore offer refunds?

No. All payments are final and non-refundable. The exceptions are an order we do not accept or a service we could not deliver, which is returned; obvious billing errors, which we correct; and anything a mandatory law applicable to your case requires.

Will I get money back if I cancel mid-cycle?

No. Cancelling stops future billing, but the unused part of the current cycle is not returned or prorated. Cancelling at the end of the period lets you keep using the service until the date you already paid for.

Can I get my account credit back as money?

No. Credit, top-ups and gift cards are not refundable and are not converted into money. They are for spending on SolumeCore services.

What happens to my server if I dispute a payment with my bank?

By default the services paid with that payment can be suspended while the dispute is open. If the dispute is won they are reactivated, and if it is lost your account is flagged for review. Contact us first to avoid this.

I was charged for a service I never received. What do I do?

If an order could not be delivered, the amount is returned automatically. If you paid and see no service, open a ticket under Billing & payments with the invoice number right away.