Refund Policy

1Refunds to the balance

• The server could not be delivered — the full amount is automatically returned to the balance.
• The IP was unreachable from Russia at delivery and could not be replaced — the price of the term is returned to the balance.
• Early cancellation of a weekly or monthly term — on request to support, the price of full unused days is returned to the balance. Daily rentals are not refunded.
• Downtime caused by the Provider lasting more than 24 consecutive hours — a credit to the balance proportional to the downtime.

2Withdrawing money from the balance

An unused balance is paid out on request to support. The cost of services already provided and the actual payment system and network fees are deducted — the payment system does not return those fees to us.

Money is returned by the same method used to top up: a payment made via SBP is returned in roubles to the account it came from (at the rate on the date of the refund, based on Rapira data); crypto is returned in the same coin to an address given by the Customer.

It takes up to 14 days from the request. If the payment was made less than 7 days ago, the refund may be made by reversing the original payment.

Separately, on the Provider's initiative, the balance is returned in full if the Provider cannot provide the service: no locations or plans available for more than 7 consecutive days, or the service shuts down.

If funds were credited by mistake (for example, twice for one payment), the excess is returned with no deductions.

3Not refundable

• Payment method and network fees, and exchange rate differences on conversion.
• The paid term of a server shut down for an AUP violation.
• Funds involved in fraud, payment reversal (chargeback) or use of someone else's payment details.
• Bonuses and promotional credits.

4How to request

Write to "Support" in the bot, to @rubysupport or to support@rubyhost.org with the server or payment ID and the reason. We reply within 24 hours.