Refunds and withdrawal
What can be refunded
Paid credit that you did not use. Bonus credit was not paid for and is never paid out.
Withdraw a top-up yourself
As a consumer you can take back the unused part of top-ups of the last fourteen days, without giving a reason.
- Open Billing and choose Withdraw a top-up. The screen shows the amount that can be refunded.
- Type the amount and choose Send ... back; the button shows the amount.
The refund goes to the payment method you paid with, never to another card or account. When you made several top-ups, the most recent one is refunded first. Bonus credit that a refunded top-up earned is taken back with it, and the part of that bonus you already used is taken off the refund.
Why we ask for immediate delivery
Before you pay we ask you to confirm that the credit is delivered at once. Your servers use the credit by the hour from that moment, so the part that was used when you withdraw is not refunded. The formal text and the model withdrawal form are on the page Right of withdrawal.
Other refunds
For a refund of paid credit outside those fourteen days, open a ticket from Support. A refund is not possible while a payment on the account is disputed at the bank.
Servers on refunded credit
Servers that run on the credit you take back are paused when it is used up. See When your credit runs out.