1. Before handover
Until we have handed the machine over — written in the connection details and sent the notice — you can cancel the order for a full refund at any time.
If a waitlisted model takes more than twice the lead time shown on the plan page, you can ask for a full refund without giving a reason.
2. The first 72 hours
If this is your first time renting a given model and the machine does not work as described within 72 hours of handover, and we cannot fix it, you can have a full refund.
This window applies once per account per model. It is there so you can confirm the hardware suits your workload; it does not apply to renewal cycles.
3. Ending a term early
For quarterly, semi-annual and annual terms ended early, we refund the unused whole months and charge the used months at the monthly rate. In other words, the long-term discount does not survive an early exit.
Monthly terms are not refunded pro rata by the day. Turn off auto-renew and the service stops at the end of the current cycle.
Refunds go to your account balance by default, where they can pay any later invoice. You can ask for the original payment method instead; how long that takes is up to the provider, typically 5 to 15 working days.
4. What is not refundable
Services terminated for breaching the acceptable use policy.
Traffic packages and one-off add-ons, once active.
A balance top-up itself is not refundable, but it can pay any later invoice. If you genuinely need it back, contact us and we will process it less the payment provider's fee.
Data loss or downtime caused by your own configuration, software or mistake.
5. Overdue invoices and the grace period
If an invoice is not paid, the service is suspended on day 3. The machine stops serving traffic but your data is left intact.
14 days after suspension, if the invoice is still unpaid, the service is terminated and the machine is reclaimed and wiped. The wipe cannot be undone.
Paying during suspension restores the service automatically. There is no reactivation fee and no need to provision again.
6. How to ask
Open a ticket in the portal or email billing@fucker.sh with the service number and the reason.
We reply within three working days. If you disagree with the amount, raise it with us first and we will show the calculation.