Our refund policy
We are committed to providing a reliable and transparent service. Please read the terms below carefully before any purchase.
Non-refundable cases
- No refund will be granted if the customer does not follow the instructions or recommendations provided by our technical team during installation or support.
- No refund will be granted for any claim submitted more than 48 hours after the first use of the service, except in the case of an outage clearly caused by our infrastructure.
- No refund will be granted if the issue results from restrictions imposed by the internet service provider (ISP): bandwidth throttling, DNS filtering, IP blocking or any network limitation occurring after subscription activation.
Refundable cases
- A refund will be granted when the issue originates exclusively from our infrastructure and our servers remain unavailable for more than 2 consecutive hours, after verification and validation by our technical team.
Procedure
Any refund request must be sent to our support with diagnostic information (screenshots, logs, incident time window). Our technical team will need a reasonable delay to analyze the request before making a decision.
By placing an order, the customer acknowledges having read and accepted this refund policy.