Refund and Replacement Policy for Anonymous VPS Orders

What Counts as a Defective Product

A product is defective if it fails to deliver what was promised at the moment of delivery. For anonymous VPS accounts (DigitalOcean, Vultr, Linode, Hetzner, Contabo, Njalla, Cockbox), we define defect as:

• **Account banned or locked within 24 hours of delivery** — If the provider bans the account due to our provisioning error (e.g., using a flagged email domain, mismatched region), we replace it.
• **Wrong region or datacenter** — You ordered Frankfurt but got Singapore. That's a defect.
• **Missing claimed features** — The listing promised 2 TB bandwidth but the account shows 1 TB. We'll replace with the correct tier.

We test each account before delivery. But sometimes providers flag accounts hours later due to automated checks. If that happens within 24 hours, open a support request.

What Does NOT Qualify for Replacement

Not every problem is a defect. These scenarios are not covered:

• **User-caused issues** — You changed the root password and got locked out. You enabled two-factor authentication and lost the backup codes. You violated the provider's terms of service (e.g., running a spam bot on a VPS that prohibits bulk email).
• **Policy enforcement after delivery** — The provider suspends your account a week later for unusual traffic patterns. That's between you and the provider.
• **Region change after purchase** — You bought a New York VPS but later decide you need London. That's a new purchase.
• **Provider TOS violations** — If you use the VPS for activities that the provider bans (crypto mining on Hetzner, torrenting on Linode, etc.), the account may be terminated. We don't replace those.

We can't control what you do with the account after delivery. Our guarantee covers the moment of handover, not your ongoing usage.

Replacement SLA and Process

If your account is defective, here's what happens:

1. **Open a support request** via Telegram (@jasonma127) or our ticket system. Include:
2. - Order number (starts with INV-xxxxx)
3. - Transaction hash (the USDT transfer ID from your wallet)
4. - Screenshot of the issue (e.g., provider dashboard showing ban message, or email from provider)

1. **We verify** the issue within 12 hours. Most are confirmed within 2 hours.

1. **We issue a replacement** of the same tier (same provider, same plan). Typical fulfillment time is 24–48 hours. If the exact tier is out of stock, we offer an equivalent or better tier at no extra cost.

1. **No refunds** — only replacements. If we cannot replace (e.g., provider permanently banned that product line), we may offer store credit at our discretion.

Why Crypto Refunds Are Different

Credit card refunds work because the card network can force a reversal. Crypto has no central authority. Once USDT leaves our wallet, we cannot pull it back. A chargeback costs us 0.00 USDT in fees — it's simply impossible.

This means: - We cannot offer "money-back guarantees" like Amazon. - We cannot refund after 30 days. - We cannot refund if you change your mind.

Instead, we invest in replacement inventory. For every 100 VPS accounts sold, we keep 5–10 spare accounts of each tier to cover defects. That's our cost of doing business. It's why our prices are competitive — we don't build a 3% chargeback buffer into pricing.

Edge Cases by Product Niche

Different digital goods have unique failure modes. Here's how we handle them:

### SMS-Verify Accounts - Defect: Number already used for the target service (e.g., Telegram, WhatsApp). - Replacement: We test each number before delivery. If you report within 1 hour of purchase that the number is already registered, we replace. After 1 hour, we assume you used it.

### Streaming Subscriptions (Netflix, Spotify, etc.) - Defect: Simultaneous viewer cap hit immediately (e.g., account shows "too many streams" on first login). - Replacement: We replace if the account was sold as "new" but shows active sessions. If you added your own profile and then hit the cap, that's usage.

### VPN Accounts - Defect: Provider bans the shared key or IP range within 24 hours. - Replacement: We monitor provider IP blocks. If a block gets blacklisted, we replace affected accounts within 48 hours. You don't need to report — we proactively reach out via Telegram.

### AI Subscriptions (ChatGPT Plus, Midjourney, etc.) - Defect: Rate limits are lower than advertised (e.g., sold as "unlimited" but capped at 50 requests/hour). - Replacement: We verify rate limits before listing. If the provider changes limits after purchase, we replace within 7 days.

### VPS Accounts (our main focus) - Defect: Provider TOS violation by us (e.g., we used a stolen credit card to create the account — yes, that happens with some resellers). - Replacement: We source accounts from multiple upstream suppliers. If one supplier's accounts get banned en masse, we replace from a different supplier. This is why we ask for transaction hash — to trace the supplier.

How to Reach Support

All support requests go through Telegram: @jasonma127. Include your order number and transaction hash. We respond within 1 hour during business hours (UTC+8, 09:00–23:00). For urgent issues (account banned within 24h), tag @jasonma127 directly.

We do not offer phone support. We do not offer email support (except for initial contact). Telegram is the fastest way to get a replacement.

Summary Table: What's Covered vs. Not

Scenario	Covered?	Replacement?
Account banned within 24h due to our error	Yes	Yes, same tier
Wrong region delivered	Yes	Yes, correct region
Missing features (e.g., wrong RAM)	Yes	Yes, correct tier
Account banned after 7 days for TOS violation	No	No
User changed password and lost access	No	No
User decided they don't want the VPS anymore	No	No
Provider changes pricing after purchase	No	No

Final Notes

We've been selling anonymous VPS since 2022. Our replacement rate is under 3%. Most issues are resolved within 24 hours. If you have a problem, contact @jasonma127 with your order number and transaction hash. We'll take care of it.

Updated 2026-05-25.