Refund Policy

1. Definitions

• “Service” — any product offered by Medal Labs, including VPS and Bot hosting services and related add-ons.
• “New Service” — a Service within its first billing period, purchased for the first time (not a renewal).
• “Medal Labs Wallet” — internal account credit usable to purchase or renew Services. Wallet credit has no cash value and cannot be withdrawn as cash.
• “Unannounced Downtime” — an outage that Medal Labs did not announce or report in advance (or during the incident) through its official status or announcement channels. Scheduled maintenance and incidents publicly reported do not count as Unannounced Downtime.
• “Original Payment Method” — the exact payment method and account used to pay for the Service.

2. Money-Back Window for New Services

2.1 Refunds are available within three (3) days of the start of a New Service, subject to the exclusions in Section 4.

2.2 The window is measured from the moment the Service is provisioned and made available to you, not from the moment of payment.

2.3 The money-back window applies once per customer per product type. Repeatedly purchasing and refunding services is considered abuse (see Section 10).

2.4 Renewals are not New Services and are not covered by this window.

3. Downtime Refunds

3.1 Beyond the money-back window, a refund may be requested for service downtime only where the downtime was Unannounced Downtime, and either:

• (a) a continuous outage exceeding twenty-four (24) hours occurred; or
• (b) outages of six (6) or more hours each occurred more than three (3) times within one calendar month.

3.2 If we announced or reported the downtime in advance or during the incident (scheduled maintenance, publicly reported status incidents, migrations announced by email or status channels), it does not qualify for a refund under this section.

3.3 Every downtime claim must be supported by evidence reasonably satisfactory to both parties (e.g., independent monitoring logs, timestamps, traceroute/ping reports). Claims without verifiable evidence may be declined.

3.4 Downtime caused by any of the following does not qualify:

• (a) your own software, code, configuration, or actions;
• (b) suspension for non-payment, fair-use violations, or AUP violations;
• (c) DDoS attacks targeting your Service (mitigation is handled per the Terms of Service, Section 11);
• (d) force majeure events outside our reasonable control (upstream backbone provider failures, national fiber cuts, natural disasters).

3.5 Where a downtime claim is approved, the refund is calculated pro-rata for the affected period, unless we choose, at our discretion, to refund the full billing cycle.

4. Non-Refundable Items & Exclusions

No refund is owed where:

• (a) the Service was suspended or terminated for illegal activity or violations of our Acceptable Use Policy — no refund in any case;
• (b) the Customer failed to read the Service specifications on the product page before purchase;
• (c) the payment was made via a non-refundable local payment method (e.g., mobile credit, store vouchers) — eligible amounts are credited to your Medal Labs Wallet instead;
• (d) the fee is a setup fee charged for custom installation or configuration work that has begun;
• (e) the request concerns Medal Labs Wallet credit, promotional credit, or voucher balances — these are never refundable or withdrawable as cash;
• (f) the request concerns a renewal period outside the strict conditions of Section 3;
• (g) the request is made after the Service has been deleted following expiration and the 7-day grace period.

5. Refund Method

5.1 Approved refunds are always issued to the Original Payment Method. We do not issue refunds to a different payment method, account, or person under any circumstances. This is an anti-money laundering and fraud-prevention requirement.

5.2 If the Original Payment Method no longer exists or cannot receive funds (closed bank account, expired card, non-refundable local gateway), the refund is issued as Medal Labs Wallet credit instead.

5.3 Wallet credit issued as a refund can be used for any Medal Labs service but cannot be withdrawn as cash.

6. Partial & Pro-Rated Refunds

6.1 If a Service has been used for a substantial part of its billing period, any approved refund may be partial and pro-rated based on the unused time.

6.2 Discounts, promotional pricing, and free bonus credits are excluded from the refundable amount; refunds are calculated strictly on the amount actually paid.

7. Wallet Credit as an Alternative (Service Exchange)

7.1 As an alternative to a refund, you may request that the Service amount be credited to your Medal Labs Wallet in order to exchange the Service for a different plan or server location.

7.2 This exchange option may be used a maximum of twice (2) per calendar month per account.

7.3 Exchanges follow the same eligibility rules as refunds (Sections 2–4); they are not a way around exclusions.

8. Cancellation

8.1 You may cancel any Service at any time — simply do not renew it. No cancellation fee applies.

8.2 Cancellation does not entitle you to a refund of the unused portion of the current billing period, unless the conditions in Section 3 (Downtime Refunds) apply.

8.3 After cancellation, expiration, suspension, and data deletion follow the schedule in the Terms of Service (grace period and permanent deletion). Always back up your data before your Service expires.

9. Chargebacks & Payment Disputes

9.1 Opening a chargeback or payment dispute without first submitting a refund request via ticket is a direct breach of our Terms of Service.

9.2 Doing so results in immediate suspension of all Services on your account until the dispute is resolved, and may result in a permanent ban from purchasing.

9.3 If you believe you are owed a refund, submit a support ticket — it is significantly faster than a payment dispute and does not put your other active servers at risk.

10. Abuse of This Policy

10.1 We reserve the right to decline refund requests that show a pattern of abuse, including: repeated purchase-and-refund cycles, exchanging services excessively, providing fabricated downtime evidence, or opening duplicate requests.

10.2 Fraudulent refund claims result in account termination without refund.

11. How to Request a Refund

11.1 All refund requests must be submitted via a support ticket at medal-labs.com. Refunds are not processed via Discord, Twitter, live chat, or unverified emails.

11.2 Your ticket should include:

• (a) the Service ID / Invoice number;
• (b) the reason for the request;
• (c) for downtime claims: your monitoring logs or evidence per Section 3.3.

11.3 We may ask you to verify that you are the registered owner of the account before processing any request.

11.4 We aim to review refund requests within 1–3 business days. Approved refunds are sent to the payment provider promptly; bank processing times typically range from 5–10 business days depending on your financial institution.

12. Changes to This Policy

12.1 We may update this Policy from time to time. Material changes will be announced on medal-labs.com and by email. The version in effect at the time of your purchase applies to that purchase.

13. Contact Information