Refund policy

Server Room is committed to working in good faith with its clients to resolve service-related issues. Where possible, problems will be addressed through troubleshooting, remediation, or operational adjustments. A refund will be considered only when all reasonable efforts have been exhausted and Server Room determines that a refund is the only appropriate resolution.

This refund policy is governed by and must be read in conjunction with the Server Room terms of service.

1. Refund eligibility

Refunds are approved only in the following limited circumstances:

• Server Room is unable to provision or deliver the hosting or streaming service in accordance with the terms of service, due to an issue solely within Server Room's control; or
• The client submits a refund request within three (3) calendar days of initial service activation, for any reason.

No other situations qualify for a refund.

2. Billing frequency and refund rights

Refund eligibility is not determined by billing frequency.

Monthly, quarterly, annual, or other prepaid billing arrangements do not create an automatic or implied right to a refund.

All prepaid services are considered earned once the service is provisioned and made available, subject only to the limited eligibility conditions described in this policy.

3. Out-of-stock, build-to-order, and special-order services

Certain dedicated server configurations offered by Server Room may require custom assembly or hardware procurement and may not be immediately available at the time of order.

In these situations:

• Server Room will inform the client that the requested configuration is out of stock or build-to-order and provide an estimated delivery window, typically one (1) to three (3) weeks, depending on supplier availability;
• The client's agreement to wait for the stated delivery window constitutes authorization for Server Room to proceed with ordering and allocating the required components.

Effect of client agreement to wait

Once the client agrees to wait for delivery:

• The order is classified as a special-order service;
• No refund—full or partial—may be requested or issued;
• The standard three (3) day refund window no longer applies;
• Any later cancellation request will be treated as a service termination, not a refund.

This applies regardless of:

• Billing cycle (monthly, quarterly, annual);
• Whether the server has been fully assembled or delivered;
• Or whether the client later changes requirements or expectations.

Delays caused by supply chain issues, manufacturer lead times, or third-party vendors do not qualify for refunds when the client has agreed to proceed.

4. Refund calculation (if eligible)

If a refund is approved under Section 1, the following rules apply:

• Refunds are calculated on a pro-rated basis, using monthly pricing, regardless of the original billing structure;
• A 15% administrative fee is deducted from the refundable amount;
• Usage-based charges (transfer, bandwidth, disk usage) accrued to date are deducted prior to refund;
• For consistency, 30 days are used for all monthly calculations, regardless of the calendar month length.

Example – Yearly billing

Say your service is $42 per month billed annually ($504 for the year), the same service costs $84 on monthly billing, and you cancel after two months:

• Paid for the year: $504;
• Minus the two months used, at the monthly price (2 × $84 = $168) = $336;
• Minus 15% fee ($50.40);
• Total refund: $285.60.

Example – Monthly billing

Say your service fee is $84 per month and you have 10 days of service left:

• ($84 ÷ 30 days) × 10 days = $28.00;
• Minus 15% fee ($4.20);
• Total refund: $23.80.

5. Non-refundable circumstances

Refunds will not be issued for:

• Failure or inability to use the service due to client configuration, software, or application behavior;
• Issues caused by third-party systems or networks (including blockchain networks or peer connectivity);
• Service dissatisfaction reported after the three (3) day refund window;
• Out-of-stock, build-to-order, or special-order services once the client agrees to wait;
• Custom configurations or hardware procurement;
• Agreed delivery delays;
• Refusal to cooperate with reasonable troubleshooting efforts;
• Unused service time;
• Credits issued for downtime or interruptions (credits have no cash value).

6. Cancellation and billing

If a client fails to cancel a service before the end of the billing period, charges will continue through the end of that billing cycle, even if the service is not used.

Example: If a service term ends on June 30 and cancellation is requested on July 2, billing will continue through July 31.

Overpayments resulting from failure to cancel third-party subscriptions (such as PayPal) will be refunded once verified.

7. Chargebacks and payment disputes

Clients must contact Server Room support and follow the refund request process before initiating a chargeback or payment dispute.

Initiating a chargeback or dispute without following this policy:

• Voids eligibility for the refunds this policy gives, not a refund the law requires;
• May result in immediate service suspension or termination;
• Constitutes a material breach of the terms of service;
• Allows Server Room to recover chargeback fees, administrative costs, and related expenses.

Server Room reserves the right to submit contracts, correspondence, logs, and policy documentation to payment processors to contest invalid or abusive disputes.

8. Refund request procedure

To request a refund (if eligible), the client must:

• Contact Server Room support via live chat or official support channels; and
• Retain written records of all communications.

Approved refunds are processed within 48 hours.

9. Cryptocurrency payments

Exceptions: a consumer's withdrawal, refunds the law requires, and time not delivered on the GPU marketplace

Paying in cryptocurrency does not reduce the refund due when a consumer withdraws from a contract under section 2 of our Romanian refund policy, or any other refund the law requires. We refund the amount due without undue delay and, for a withdrawal, within 14 days of being told of it, paying in USDC the invoice value of the amount due, at the rate of the day of the refund. We do not impose account credit and you bear no fee for the refund; we bear the network fee. We ask you for the wallet address and the network and confirm them with you before payment.

On the GPU marketplace, a rental paid by invoice whose machine was unavailable gets the time not delivered refunded (the GPU marketplace terms, section 8). Where that invoice was paid in cryptocurrency, the refund is made in the same cryptocurrency: the same share of what was paid as the lost time is of the period, to a wallet address and network that we confirm with you before payment. We bear the network fee. It is not issued as account credit.

All other cases

In every other case, due to the irreversible nature of blockchain transactions, payments made via cryptocurrency are final and non-refundable.

With the exceptions above, Server Room does not issue refunds to cryptocurrency wallets for any other reason, including but not limited to:

• Service cancellations;
• Unused service periods;
• Accidental purchases;
• Changes in business requirements;
• Customer dissatisfaction where the service has been provisioned as ordered.

Otherwise, if a refund, credit, or billing adjustment is approved by our billing department, it will be issued exclusively as account credit. Account credit may be applied toward future invoices, upgrades, new services, or renewals but cannot be redeemed for cash or cryptocurrency. This rule does not apply to a consumer's withdrawal, to a refund the law requires or to the time not delivered on a GPU marketplace rental, which are paid under the exceptions at the start of this section.

By submitting a cryptocurrency payment, the customer acknowledges and agrees to these terms.

10. Final authority

All refund determinations are made by Server Room, in accordance with this refund policy and the terms of service. Our decision does not bind a court or a dispute resolution body, and does not take away a right the law gives a consumer.

Server Room reserves the right to deny any refund request that does not strictly meet the conditions outlined above.