1. Scope and Eligibility

This Refund Policy applies to purchases of VPS hosting and other services sold directly by MonaCloud, subject to the terms presented at checkout and any applicable service-specific conditions.

By placing an order, you acknowledge that you are responsible for reviewing the selected plan, configuration, billing period, available server location, included resources, and any additional services before completing payment.

Refund eligibility depends on the service purchased, the circumstances of the request, the relevant order terms, and applicable law. A refund is not automatic merely because a customer changes their mind, stops using a server, or decides that a different configuration would be more suitable.

This policy should be read together with our Terms of Service, Privacy Policy, and Acceptable Use Policy.

2. Refund Principles

MonaCloud reviews refund requests individually and aims to apply its published terms consistently. The review may consider the following factors:

• The product or service purchased and its stated refund conditions.
• The date of purchase and the time elapsed since provisioning.
• Whether the service was provisioned and made available as ordered.
• The nature and severity of any reported technical problem.
• Whether MonaCloud had a reasonable opportunity to investigate and address the reported issue.
• Actual service usage, previous refunds, suspected fraud, or relevant policy violations.
• Mandatory consumer rights or other legal requirements that apply to the transaction.

Any refund period, eligibility guarantee, or special refund condition expressly displayed for a specific product or order will be considered when reviewing that purchase. Nothing in this policy removes rights that cannot legally be excluded or limited.

3. Circumstances That May Qualify for a Refund

Depending on the applicable order terms and the facts of the case, a refund may be considered in circumstances such as the following.

3.1 Failure to Provision a Paid Service

If MonaCloud cannot deliver the VPS hosting service purchased and cannot resolve the provisioning failure within a reasonable period, you may request a review of the payment. The outcome will depend on the order conditions, the cause of the failure, and applicable law.

3.2 Material Service Delivery Problems

If a significant issue prevents the purchased service from being delivered substantially as described, please report the problem and provide relevant information. We may investigate, attempt to resolve the issue, or consider an appropriate billing adjustment or refund where warranted by the circumstances.

3.3 Duplicate or Incorrect Charges

If you believe you were charged more than once for the same order or were charged an incorrect amount, request a billing review. Where an actual billing error is confirmed, MonaCloud will take appropriate steps to correct it.

3.4 Other Legally Required Refunds

We will consider refund requests where a refund or other remedy is required under applicable consumer protection law, payment rules, or the terms governing the transaction.

4. Services and Situations That May Not Be Refundable

Except where a product-specific promise or applicable law provides otherwise, the following circumstances may not qualify for a refund:

• Change of mind: You no longer need the VPS or have decided not to use it after purchase.
• Incorrect plan selection: You selected a plan, operating system, server location, or resource configuration that does not meet your needs, where the service was supplied as ordered.
• Customer-side configuration: Problems caused by software installation, firewall rules, operating system settings, application errors, unsupported configurations, or administrative actions under your control.
• Third-party applications: Issues caused by external software, licenses, plugins, APIs, content providers, or services not controlled by MonaCloud.
• Customer network or access issues: Connectivity or performance problems caused by the customer's ISP, local network, device, routing environment, or external systems outside MonaCloud's reasonable control.
• Resource limitations: Workloads that exceed the purchased plan's CPU, RAM, storage, bandwidth, or other stated resource limits.
• Abuse or policy violations: Suspension, restriction, or termination resulting from a customer's violation of our Terms of Service or Acceptable Use Policy, subject to applicable law and any specific refund commitment.
• Consumed or completed services: Services already delivered or consumed, one-time setup work, or other items identified as non-refundable in the applicable order terms, where legally permitted.
• Promotional offers: Discounted, promotional, or special-price purchases where the disclosed offer conditions limit refunds, subject to applicable law.

This list is not intended to override a refund commitment made specifically for an order or any mandatory rights available under applicable law.

5. VPS Provisioning, Performance, and Technical Issues

VPS hosting performance depends on several factors, including the selected plan, workload, operating system, application configuration, network path, and external dependencies. Customers should review the specifications and limitations of a plan before ordering.

Where a technical issue is reported, MonaCloud may request information reasonably needed to investigate it, such as the order reference, affected server, approximate time of the issue, error messages, and relevant diagnostic details. Do not send account passwords or private keys through ordinary support messages.

Before requesting a refund for a technical problem, customers should allow a reasonable opportunity for investigation or troubleshooting when doing so is appropriate. This does not limit any immediate remedy required by applicable law.

Temporary maintenance, external network conditions, customer-managed software failures, or application-specific problems do not automatically establish refund eligibility. Each case will be evaluated according to the purchased service, applicable commitments, and the circumstances involved.

6. Cancellation, Renewals, and Recurring Billing

6.1 Cancelling a VPS Service

Customers who no longer wish to use a VPS should submit a cancellation request through the available account or support process before the next renewal, where applicable. Cancellation instructions and available account functions may depend on the service configuration.

6.2 Renewal Charges

Cancellation of a service does not necessarily reverse a renewal payment that has already been processed. Eligibility for a refund of renewal charges depends on the applicable order terms, the circumstances of the request, and any rights provided by law.

6.3 Service Termination and Data

After cancellation or termination, the VPS and its associated data may become unavailable or be removed according to the relevant service terms and operational procedures. Customers should back up and retrieve their files, databases, configurations, and other important data before the service ends.

Do not assume that cancelling a VPS automatically creates a backup, preserves server content, or results in a refund.

7. Refund Requests and Processing

To request a refund review, use the MonaCloud Contact page. Include enough information for us to identify the order and understand the reason for your request.

Helpful information may include:

• Your order or invoice reference.
• The VPS plan or service involved.
• The date and amount of the payment.
• A clear description of the issue and when it occurred.
• Relevant error messages or troubleshooting steps already completed.

Please do not include full payment card numbers, card security codes, account passwords, or private cryptographic keys in your request.

7.1 Review and Decision

MonaCloud may verify the transaction, review service records, and request reasonable additional information before making a decision. We will assess the request under the terms applicable to the order and the requirements of applicable law.

7.2 Refund Method and Timing

Where a refund is approved, it will generally be returned through the original payment method when reasonably available and permitted by the payment provider. If that method cannot be used, we may contact you to determine an appropriate alternative consistent with applicable requirements.

The time required for funds to appear in your account can depend on the payment provider, bank, card issuer, and payment method. MonaCloud cannot guarantee the processing time of an independent financial institution.

7.3 Partial Refunds

Where appropriate and permitted by the applicable terms, a partial refund or another reasonable billing adjustment may be considered based on the nature of the issue, the portion of the service delivered, and the circumstances of the case.

8. Payment Disputes and Chargebacks

If you notice an unfamiliar or potentially incorrect charge, please contact MonaCloud through our Contact page so that the transaction can be reviewed. You may also contact your payment provider where appropriate.

Customers should provide accurate information when submitting a payment dispute. Suspected fraud or abusive use of payment systems may be investigated in accordance with our Terms of Service and applicable law.

Nothing in this policy prevents you from exercising rights available through your bank, card issuer, payment provider, or a competent authority.

9. Policy Violations, Suspensions, and Terminations

MonaCloud may restrict, suspend, or terminate services in circumstances described in our Terms of Service and Acceptable Use Policy, including certain security risks, unlawful activity, non-payment, or misuse of infrastructure.

Where a suspension or termination results from a customer's breach of applicable terms, payments may not be refundable to the extent permitted by the order conditions and applicable law. The decision depends on the circumstances and any specific refund commitment that applies to the service.

Refund decisions do not prevent MonaCloud from taking necessary steps to protect its infrastructure, other customers, third parties, or legal interests.

10. Consumer Rights and Applicable Law

This Refund Policy is intended to explain MonaCloud's general refund process. It does not exclude, restrict, or replace any consumer rights, statutory remedies, or other protections that cannot legally be waived or limited.

If a mandatory legal requirement conflicts with a provision of this policy, the applicable mandatory requirement will take precedence to the extent of the conflict.

Nothing in this policy guarantees a refund in every case or removes the obligation to assess a request under the terms and laws applicable to the relevant transaction.

11. Changes to This Refund Policy

MonaCloud may update this Refund Policy to reflect changes to our VPS hosting services, billing procedures, payment methods, operational practices, or legal requirements.

When changes are published, the updated date at the top of this page will be revised. Where required by law, we will provide additional notice or apply changes in accordance with applicable requirements.

Customers should review the policy applicable to their order and check this page periodically for updates.