Billing and Payment Policies
Published: 15.05.2024 (v24.05.15)
1. Billing Cycle
- Our services are billed on a monthly basis unless otherwise specified in the service agreement. Billing cycles begin on the date of service activation.
- The customer will receive an invoice 14 days before the due date. Payment is required by the due date to avoid service interruption.
2. Payment Methods
- We accept various payment methods, including major credit cards (Visa, MasterCard), PayPal, and many cryptocurrencies (Bitcoin, Ethereum, etc.).
- All payments must be made in the currency specified on the invoice.
3. Automatic Payments
- By default, automatic payments are not enabled. However, customer can opt into automatic payments, which means their registered payment method will be charged automatically on the due date.
- If a customer forgets to cancel their subscription on time, the payment/transaction is non-refundable and will be credited to their account.
4. Late Payments and Service Suspension
- Please refer to our detailed policy on Termination, Suspension, and Service Cancellation for information regarding late payments and service suspension: Termination, Suspension, and Service Cancellation Policy.
5. Account Cancellation
- Customer may cancel their services at any time by submitting a cancellation request through their account portal. We kindly request that customer notify us of their intent to cancel at least 2 weeks before the end of their service period. This advance notice helps us manage resources and plan for service transitions smoothly. To cancel a service, log into your customer account, select the service you wish to cancel, and click on "Request Cancellation".
- More information can be found in our cancellation policy here: Service Cancellation Policy.
6. Refund Policy
- We offer a 3-day money-back guarantee if services are not as they should be and fall into one of the following scenarios:
- Network outage lasting longer than 3 hours
- Power outages lasting longer than 4 hours
- Failure to restore services following a system crash within 24 hours
- Refund requests must be submitted through our support ticket system. Refunds will be processed within 14 business days as per law.
- Account credits are not refundable.
- Payments made via cryptocurrency are non-refundable. This is due to the nature of cryptocurrency transactions, which are irreversible once confirmed and the rules governing cryptocurrency transactions. Unlike traditional payments, cryptocurrencies are decentralized and not governed by banking institutions, making it impossible to reverse or retrieve funds once they have been transferred. Additionally, regulations surrounding cryptocurrency transactions often classify them as final and non-recoverable. Learn more here: https://client.spaceberg.cc/knowledgebase/17/Why-are-cryptocurrency-payments-non-refundable.html
7. Invoice Disputes
- If the customer believes there is an error on their invoice, they should contact our billing department within 30 days of the invoice date. We will investigate and, if necessary, correct any mistakes.
- Policy Violation: If a customer initiates a chargeback for an active or expired service that has been provided without prior communication, this will be considered a violation of our policy. The customer's account will be closed, and all active services will be terminated. The chargeback will be disputed from our end, and no refund will be issued.
- Disputed amounts will not be subject to late fees while under investigation.
8. Taxes
- All prices listed on our website are exclusive of taxes. Applicable taxes will be added to customer invoices based on their billing address.
- It is the customer's responsibility to comply with local tax laws.
9. Currency Conversion
- If customers choose to pay in a currency different from the one specified on the invoice, they are responsible for any currency conversion fees or differences in exchange rates.
10. Promotions and Discounts
- Promotional offers and discounts are limited-time offers and may be subject to additional terms and conditions. These offers cannot be combined with other promotions or discounts unless explicitly stated.
11. Contact Information
- For any billing inquiries or payment assistance, please contact our billing department by opening a ticket via our ticket system (through customer accounts) or here: Submit a Ticket. Customers can also send an email directly to: [email protected]. It will create a ticket automatically based on the email in our system, and the customer will receive a confirmation.
