Refund and Cancellation Policy

Last updated 22 October 2026

This policy explains how to cancel serverserv services and when you can get money back. It applies to every product: web hosting, Linux KVM VPS, Windows RDP, Managed VPS, OpenClaw and n8n servers, business email and domains. If you are new to serverserv, you can get your money back on your first order within 14 days (section 2). Otherwise, payments for services that have been set up are not refundable, with a few exceptions, including the 14-day cancellation right for consumers in the EU and UK. Nothing in this policy limits rights you have under the consumer law of the country where you live.

1. How to cancel

Sign in to the client area, open the service and choose Request Cancellation.
End of billing period: the service keeps running until the end of the period you paid for, then stops and does not renew. This is the default.
Immediate: the service and its data are removed straight away. Download anything you need first.
To stop a domain renewing, turn off auto-renew for it in the client area.

Cancelling stops future renewals. It does not by itself refund the current period; refunds are covered below.

2. When you can get a refund

14-day money-back guarantee

If you are new to serverserv and your first order is not right for you, cancel it within 14 days of the order date and we will refund what you paid for it in full, to the payment method you used. To ask, open a support ticket within those 14 days and tell us which service it is. You do not need to give a reason.

It covers web hosting, Linux KVM VPS, Windows RDP, Managed VPS, OpenClaw and n8n servers, and business email.
It applies once per customer, to the first order. If you have had a money-back refund from us before, on any account, later orders are not covered.
Only the first payment for a new service is covered, not renewals or upgrades.
Domains, software licences such as the Windows Server licence, and setup fees are not covered (see below). If a free domain came with the plan, its normal price is deducted.
Services suspended or ended for breaking our Acceptable Use Policy, for example for spam, abuse or fraud, are not covered.

If you are a consumer in the EU or UK, you also keep the cancellation right in section 3, and we apply whichever gives you more money back.

Other refunds

Outside the money-back guarantee, payments for services that have already been set up are not refundable, except in these cases:

14-day cancellation right in the EU and UK, if you are a consumer there (section 3).
Billing errors and duplicate charges: if we charged you twice or charged the wrong amount, we refund the difference in full.
Orders we cancel before setup: if we cannot verify or cannot fulfil an order and cancel it before the service is set up, we refund what you paid for it.

The following are never refundable once active: domain registrations, renewals, transfers and restores; software licences such as the Windows Server licence; and setup fees, such as the Managed VPS setup fee on monthly billing. Where a refund covers a service that came with a free domain, the normal price of that domain is deducted.

3. 14-day cancellation right for consumers in the EU and UK

If you live in the European Union, the European Economic Area or the United Kingdom and you buy as a consumer (for yourself, not for a business), you can cancel a new order within 14 days of the day the contract was made, without giving a reason.

At checkout you can ask us to start your service straight away, within the 14 days. If you then cancel within the 14 days, we refund what you paid minus an amount in proportion to the time the service was provided before you told us you were cancelling.
A domain registration is fully performed as soon as the registry accepts it. If you asked us to register it straight away and confirmed that you would lose the right to cancel once it is registered, the right ends at that point, as the law allows.
The right does not apply to business customers or to renewals of an existing service.

To cancel, tell us clearly within the 14 days by opening a ticket in the client area or emailing [email protected]. You can use this model text, but you do not have to:

Model cancellation form. To serverserv, Toronto, Ontario, Canada, [email protected]: I hereby give notice that I cancel my contract for the following service: [service and domain or order number]. Ordered on: [date]. Name: [your name]. Address: [your address]. Date: [date].

We refund you within 14 days of receiving your notice, using the same payment method you used, at no extra cost to you.

4. Other consumer rights

Consumers in many countries have rights that cannot be excluded, for example when a service is not provided with reasonable care and skill. This policy does not limit those rights.

5. Renewals

Services renew automatically at the same price you paid, and we email you before renewal as described in the Billing and Payment Policy. If you forgot to cancel and a renewal was charged, open a ticket straight away. A renewal charge is not normally refundable once the new period has started, except under sections 2 to 4.

6. How refunds are paid

Refunds go back to the payment method you used: card, Apple Pay or Google Pay through Stripe, or PayPal. If that is not possible, we refund to your account credit or by another method we agree with you.
We refund in the currency you paid in. We are not responsible for exchange rate differences or fees charged by your bank or payment provider.
We process approved refunds within 10 business days. Your bank or payment provider may take several more working days to show the money.
Account credit can be used for any serverserv invoice. Credit you added yourself can be refunded on request; credit we gave as a goodwill gesture or promotion has no cash value.

7. When no refund is given

When we suspend or terminate a service because it broke our Terms or Acceptable Use Policy, except where the law requires a refund.
When an order or refund request is fraudulent, or the same person repeatedly orders and cancels to get free service.

8. Chargebacks

Please contact us before disputing a payment with your bank or payment provider; most problems can be fixed quickly. What happens when a payment is disputed is explained in the Billing and Payment Policy.

9. How to ask for a refund

Open a billing ticket in the client area with the invoice number and the reason. We reply to every request and explain our decision.

Questions about this policy? Contact us or open a ticket in the client area.