Legal

Sales and Refunds

Last updated · April 19, 2026

At Uzumaru, we value our customers and strive to offer the best possible service. Below, we outline our Sales and Refunds policy.

1. Non-Refundable Services

The following services are not eligible for refunds:

  • Dedicated servers or machines with custom configurations, unless there is an SLA breach.
  • Pre-configured software installations, specialized services, or any service delivered beyond standard VPS offerings.
  • Network traffic or resources that exceed the specified limits (15GB in the first 3 hours).
  • LXC Products: LXC products generally do not support refunds, except as specified under the LXC Downtime Compensation policy below.
  • Services terminated due to violations of our DDoS Policy (e.g., recurring attacks).
  • Services where the complaint is based on IP quality (e.g., not residential, high risk score, DC IP) rather than technical connectivity issues.

2. Refund Policy

We offer a refund policy under certain conditions:

  • Refund requests are available within the first 3 hours after purchase, provided the network usage does not exceed 15GB.
  • Refunds do not apply to Dedicated Servers or any service that involves custom configurations, pre-installed software, or special services, unless there is an SLA failure.
  • Refund requests will be processed to the original payment method or account balance, depending on the method used at checkout.
  • If we encounter a failure to meet the Service Level Agreement (SLA) as defined at the time of purchase, we will issue a refund for the service downtime or compensate with additional machine time, depending on customer preference.

3. LXC Product Downtime Compensation

For LXC products, the following compensation policy applies in the event of service downtime caused by Uzumaru:

  • Recoverable Downtime: If an LXC instance experiences downtime and the service is successfully restored, the customer will be compensated with account balance credits equivalent to the value of the offline period, calculated proportionally based on the remaining subscription duration.
  • Unrecoverable Service: If an LXC instance cannot be restored (e.g., irrecoverable system corruption), the customer will receive a refund to their account balance calculated proportionally based on the remaining value of the service at the time of the incident. The refund amount is determined by: (Remaining Days / Total Subscription Days) × Original Purchase Price.

4. SLA and Downtime

If the service does not meet the guaranteed uptime or performance outlined in our SLA agreement, the customer is entitled to request a refund for the lost time or to receive additional machine time, depending on the specific case. For any significant SLA breach, compensation will be based on the length of the downtime and the severity of the issue.

5. Abuse and Dispute Policy

We take a strict approach towards abuse or misuse of our platform. If we receive a refund request or dispute that is deemed to violate our terms, or if it is determined that the request is fraudulent or malicious, we will take immediate action. This includes:

  • Immediate suspension or termination of the customer’s account or services.
  • Deletion of any associated servers, files, and data without prior notice.
  • Blocking of the customer’s IP address, machine identifier (machine ID), and any other related account data.

Machines deleted due to a violation of our Terms of Service will not be refunded.

6. Customer Responsibility

Customers are expected to adhere to the terms of service and use the platform for legitimate, lawful purposes. We reserve the right to monitor usage and enforce restrictions if necessary to ensure the integrity and performance of our platform.

7. Refund Processing Time

Refund requests will be processed within 5-7 business days after they are submitted. Please note that processing times may vary depending on the payment method and the specifics of the refund.

8. Dispute Resolution

If a dispute arises regarding a refund or service issue, the customer must contact Uzumaru’s support team within 30 days of the incident. We will review the case and make every effort to resolve the issue in a fair and timely manner. Disputes that cannot be resolved amicably will be addressed as per the legal procedures defined in our Terms of Service.

9. Legal Rights

This policy is governed by the laws of the jurisdiction where Uzumaru operates. All refund and service terms are subject to these legal guidelines.

10. Contact Us

If you have any questions or concerns about this Sales and Refunds Policy, please contact our support team at:

Email: support@uzuma.ru
Phone: +604-28534573