Refund & Cancellation Policy

This Refund & Cancellation Policy outlines the terms under which MasterServer L.L.C-FZ (DUBAI) / MASTER-SERVER.COM (hereinafter referred to as the "Provider") handles refund requests and service cancellations. This policy is part of and supplementary to our Terms of Service.

1. Refund Eligibility

1.1. Customers may request a full refund within three (3) calendar days from the date of initial payment if the service is unsatisfactory or does not meet expectations.

1.2. The refund request must be submitted in writing via email to support@master-server.com or through the Support Ticket System in the Client Control Panel.

1.3. Refund requests submitted after three (3) calendar days from the date of payment are not eligible for a refund. The Provider is released from any obligation to issue a full or partial refund after this period.

2. Refund Deductions

2.1. The following items will be deducted from the refund amount:

• Days of service already used;
• Add-on services (additional IP addresses, control panel licenses, etc.);
• Third-party services or licenses;
• Promotional credits or bonuses applied to the account;
• Affiliate commissions credited to the account.

3. Refund Processing

3.1. Approved refunds will be processed within ten (10) business days from the date the written request is received.

3.2. Refunds will be issued using the original payment method whenever possible. The Provider is not responsible for any currency conversion fees or transaction charges imposed by the Customer's bank or payment processor.

4. Non-Refundable Items

4.1. The following payments are non-refundable under any circumstances:

• Service renewal payments — payments made for extending an existing service period;
• Additional bandwidth — charges for extra traffic beyond the plan limit;
• Additional disk space — charges for extra storage beyond the plan limit;
• Additional technical services — fees for technical support work calculated based on time spent;
• Services terminated due to policy violations — if the service was suspended or terminated due to violation of our Terms of Service or Server Usage Rules, no refund will be issued;
• Services terminated due to DDoS attacks — if the service was terminated because DDoS attacks on the Customer's server affected the Provider's infrastructure.

5. Service Cancellation

5.1. To cancel a service, the Customer must notify the Provider in writing via the Support Ticket System or email at support@master-server.com.

5.2. The minimum rental period is one (1) calendar month, counted from the date the server is provisioned.

5.3. The Customer must notify the Provider of non-renewal at least two (2) days before the current rental period expires.

5.4. If payment is not received by the end of the paid period, the server will be blocked. If payment is not received within two (2) additional days, the server will be permanently deleted and all data will be destroyed. Remaining account balance will be returned to the Customer minus applicable transfer fees.

5.5. No refund will be issued if the Customer:

• Violated the Terms of Service or Server Usage Rules;
• Selected an incorrect server location;
• Was unable to configure the server for their needs;
• Ordered an inappropriate configuration;
• Experienced issues with their own software setup;
• Decided to abandon the server without a valid reason.

6. Disputes

6.1. If you believe a charge was made in error or have questions about a payment, please contact us at support@master-server.com before initiating a dispute with your payment provider.

6.2. We are committed to resolving payment disputes fairly and promptly through direct communication.

7. Contact Information

For any questions regarding refunds or cancellations, please contact us at support@master-server.com.