New Customers Only
Only new customers who sign up for a new product or service are eligible for the Money Back Guarantee within the first 30 days after signing up.
Money Back Guarantee
30 days to decide.
New VPS Malaysia customers can request the Money Back Guarantee within the first 30 days after service activation, subject to eligibility, product exclusions and Billing Department approval.
30 day window
New customers
Billing ticket
Up to 7 days
Answer First
How does the guarantee work?
Submit a refund request to the Billing Department within 30 days of service activation. The request must include your reason and will be investigated for up to 7 days. Approved refunds can be paid to a Malaysian bank account, PayPal, or account credit balance, after applicable deductions.
Terms and Conditions
Eligibility at a glance.
One Product or Service
A customer may only use the Money Back Guarantee on one product or service. If more than one product or service is purchased, the guarantee applies to one of them only.
One-Time Per Customer
A customer with multiple accounts is still eligible for a one-time Money Back Guarantee only.
Billing Ticket Required
Refund requests must be submitted to the Billing Department within 30 days of service activation and must include the reason for the refund request.
Final Billing Decision
It may take up to 7 days to investigate and process a refund request. The Billing Department makes the final decision and may deny a request if necessary.
Disputes Void Request
PayPal disputes and other payment-related issues will render the refund request null and void.
Product Coverage
Covered and excluded services.
Hosting products covered
- Forex VPS
- Windows VPS
- Linux VPS
- Linux KVM VPS
- cPanel VPS
- Minecraft VPS
- Reseller Hosting
Products not eligible
- Dedicated Server
- Domain
- Web Hosting - Super Deal plan
- Shopee products
Refund Timeline
Request path from activation to payout.
Day 0 Service activation
The 30-day guarantee window starts from service activation.
Day 1-30 Submit Billing ticket
Send the refund request to Billing Department with a reason. Other departments or unapproved channels are not valid.
Up to 7 days Investigation and decision
Billing investigates, processes and makes the final decision.
After approval Refund issued
Approved refunds are returned via Malaysian bank account, PayPal or credit balance, with applicable deductions.
Refund Output
Choose the refund route.
| Malaysian Bank Account | Refund can be returned to a Malaysian bank account after approval. |
|---|---|
| PayPal | Refund can be returned via PayPal after approval. |
| Credit Balance | Customers can choose refund as account credit balance. Credit balance has no expiration date. |
Possible deductions
- Service handling fee
- Transaction fee based on payment method used
- Domain name fee, if applicable
- License fee, if applicable
- Server management fee, if applicable
- Installation fee, if applicable