Refund and Service Delivery Policy

This Refund and Service Delivery Policy explains how and when our services are delivered, how orders are verified, and the circumstances in which payments are or are not refundable. It forms part of our Terms and Conditions. Please read it before placing an order.

1. Nature of services

SERVERSLOT LTD provides digital hosting and infrastructure services, including shared hosting, VPS hosting, dedicated servers, remote desktop services and related digital products.

All services are delivered electronically and are provisioned remotely, either automatically or manually by our team. No physical goods are shipped. Services are unmanaged: once a service is delivered, you are responsible for the software and data on it.

2. Service delivery timeframe

All orders are subject to payment verification and fraud screening. Once payment has been successfully verified, services are typically provisioned within 1 to 24 hours.

• VPS and Windows RDP: often ready within minutes, and normally within 24 hours.
• Dedicated servers: these are prepared to order and may take from a few hours to a few business days, particularly for custom configurations or less common locations.

Delivery time may vary depending on service type, configuration requirements, geolocation or verification checks. Orders flagged for security or verification review may require additional time.

Customers will receive login credentials and service access details via the registered email address. The details are also available in the client area. If you have not received them within the expected time, please check your spam folder and then open a support ticket.

The delivery email normally contains the server’s IP address, the username and password or other login method, and any information specific to the service, such as the remote desktop connection details for an RDP server. We recommend changing the initial password as soon as you first log in.

3. Payment verification

To maintain platform security and prevent fraud, we may:

• perform identity or transaction verification;
• request additional documentation;
• delay activation until verification is complete.

Failure to complete verification may result in order cancellation. Verification is carried out to protect both our customers and our network, and any information you provide is handled in line with our Privacy Policy.

4. No refund policy

As a reseller of digital infrastructure services, we allocate server resources and licences from our infrastructure partners at the point of provisioning. These resources are committed to your order and cannot be reclaimed or resold once they have been allocated.

Due to the nature of digital services and the allocation of resources, all sales are final once services are activated. We do not offer refunds for:

• activated hosting accounts;
• VPS services;
• dedicated servers;
• remote desktop services;
• domain registrations;
• software licences;
• upgrades or add-ons.

This applies to monthly services and to plans prepaid for a longer term. No refund or credit is given for unused time when a service is cancelled, suspended or terminated, including termination for a breach of our Terms and Conditions.

5. Pre-sales consultation

Because activated services are non-refundable, customers are strongly encouraged to contact our sales team before placing an order to confirm:

• technical compatibility;
• resource requirements;
• software suitability;
• performance expectations.

You can do this by opening a pre-sales ticket. Useful details to include are the location you need, the operating system or software you plan to run and any special network requirements. By placing an order, you confirm that the selected service meets your requirements.

6. Order cancellation before activation

If an order has not yet been provisioned or activated, cancellation requests may be reviewed on a case-by-case basis. To request this, please open a support ticket as soon as possible and quote your order or invoice number. Once a service has been activated, section 4 applies.

Where we cancel an order ourselves, for example because a location is unavailable, we will contact you to agree an alternative or to resolve the payment. Orders cancelled because verification was not completed are handled under section 3.

7. Cancelling an active service

Services renew automatically at the end of each billing period. To stop future charges, submit a cancellation request from the client area before the next invoice is due. You can choose cancellation at the end of the billing period or immediate cancellation. In both cases, the service and all data on it will be removed, so please take a backup first. Cancelling a service does not create a refund for the current period.

8. Billing errors

If you believe you have been incorrectly charged, you must notify us within 48 hours of the transaction. Verified billing errors will be reviewed and resolved accordingly. Examples include a duplicate payment for the same invoice or a charge for an amount different from the invoice total. Please include the invoice number and the transaction reference from your payment provider.

9. Service issues

If you experience technical difficulties, please contact our support team through a ticket. We are committed to investigating and resolving legitimate service-related concerns in a timely manner. Faults with the hardware, network or virtualisation platform are our responsibility and we will work to restore service. Issues caused by software, configuration or security settings on the server fall within the customer’s responsibility under our unmanaged model, although we can reboot or reinstall a server on request.

To help us investigate quickly, please include the service or IP address concerned, a clear description of the problem, when it started, and any error messages or test results, such as ping or traceroute output. Reporting a problem promptly allows us to check whether it is linked to the hardware, the network or the data centre and to take action with our infrastructure partners where needed.

10. Chargebacks and disputes

Initiating a chargeback without first contacting our support team to resolve an issue may result in:

• immediate account suspension;
• permanent service termination.

We encourage direct communication to resolve concerns efficiently. Most issues can be resolved quickly through a support ticket. Where a dispute is raised, we will provide our payment provider with the order, delivery and usage records relevant to the transaction.

If a payment is reversed or disputed, services linked to that payment may be suspended until the matter is resolved, and any outstanding balance remains payable.

11. Your statutory rights

Our services are digital services that are supplied, at your request, immediately or shortly after payment. Where consumer cancellation rights would otherwise apply, you agree when placing an order that delivery begins once payment is verified, and you acknowledge that the right to cancel is lost once a service has been activated. Nothing in this policy affects any rights you have under applicable law that cannot be excluded.

12. Agreement

By purchasing services from SERVERSLOT LTD, you acknowledge and agree to this Refund and Service Delivery Policy. We may update this policy from time to time, and the version in force at the time of your order applies to that order.

13. Contact for questions about this policy

If you have questions about this policy, a delivery, a billing error or a cancellation, please contact us:

• Support ticket: control.serverslot.com/submitticket.php
• Client area: control.serverslot.com/clientarea.php
• Email: info[@]serverslot.com
• Post: SERVERSLOT LTD, 58A Tudor Road, Hayes, England, UB3 2QD