Refund Policy

Last Updated: January 19, 2026

1. OVERVIEW

This Refund Policy applies to all services purchased from TERAFLOW LLC (“TeraFlow,” “we,” “us,” or “our”). This policy should be read in conjunction with our Terms and Conditions available at teraflow.co.

Company Information: TERAFLOW LLC 1309 Coffeen Avenue, STE 1200 Sheridan, Wyoming, 82801 United States

2. GENERAL REFUND PRINCIPLES

2.1 No Refund Policy

TeraFlow operates on a no refund basis for most services. All sales are final unless explicitly stated otherwise in this policy or required by applicable law.

2.2 Service Credits vs. Refunds

In most cases where service issues occur, we provide service credits rather than monetary refunds. Service credits are applied to your account for future use and cannot be exchanged for cash.

2.3 Pro-Rated Billing

We do not provide pro-rated refunds for partial month usage when you cancel services mid-billing cycle.

3. SERVICE-SPECIFIC REFUND POLICIES

3.1 KVM Cloud Instances

Monthly Plans:

No refunds provided for monthly cloud instances
Service continues until the end of the current billing period after cancellation
No pro-rated refunds for unused days

Annual/Long-Term Commitments:

May be eligible for pro-rated refund at our discretion in cases of:
- Service relocation to unsupported regions
- Documented service failures not remedied within SLA timeframes
Refund amount calculated based on remaining unused months
Setup fees and first month are non-refundable

Trial Periods:

If we offer promotional trial periods, refunds may be provided if cancellation occurs during the trial window
Trial refund eligibility will be clearly stated in promotional terms

3.2 Dedicated Bare Metal Servers

No Refunds:

All dedicated server purchases are final and non-refundable
This applies to both monthly and long-term contracts

Reasons:

Servers are configured and deployed specifically for your use
Hardware resources are allocated exclusively to your account
Setup and configuration time is invested

Exceptions:

Service credits may be provided if SLA uptime commitments are not met
Replacement or alternative service may be offered for hardware failures

3.3 Colocation Services

Non-Refundable:

All colocation fees are non-refundable
Monthly recurring charges
Setup and installation fees
Rack space reservations
Power allocations
Cross-connect fees

Early Termination:

No refunds for early termination of colocation contracts
Customer remains responsible for payment through end of contract term or notice period
Equipment must be removed within 30 days of termination

Deposit Returns:

Security deposits (if applicable) will be returned within 30 days after:
- Equipment removal
- Final invoice settlement
- Inspection of rack space
Deductions may be made for damages or outstanding balances

3.4 BGP Sessions

Monthly Services:

No refunds for monthly BGP sessions
Service continues through end of billing period

Setup Fees:

All BGP session setup fees ($25 for Basic tier) are non-refundable
These fees cover configuration time and technical resources

Long-Term Contracts:

Pro-rated refunds may be considered for:
- Complete service failure lasting more than 72 consecutive hours
- Documented routing issues not resolved within SLA timeframes

3.5 ASN Registration and Sponsorship

Completely Non-Refundable:

ASN Registration fees: $399 one-time fee is 100% non-refundable
ARIN filing fees: $550 one-time ARIN fee is 100% non-refundable
Annual Sponsorship fees: $149/year is non-refundable once the service period begins

Reasons:

ARIN fees are paid directly to the registry and cannot be recovered
Administrative work and filing is completed immediately
ASN assignment is permanent once issued

Service Continuation:

If you stop paying annual sponsorship fees, ASN sponsorship will be terminated
ASN may be reclaimed by ARIN
No refunds will be provided for unused sponsorship periods

3.6 IPv4/IPv6 Address Leasing

Monthly Leases:

No refunds for monthly IP address leases
Service continues through end of current billing period
IP addresses must be returned upon cancellation

Long-Term Leases:

Contracts are binding for the full term
No refunds for early termination
May consider pro-rated refund only in cases of:
- Complete service outage lasting more than 7 consecutive days
- Documented routing failures preventing use of leased IPs

Setup and Administration:

Any setup or administration fees are non-refundable

3.7 Add-On Services and Upgrades

Non-Refundable:

Additional IPv4 addresses
Bandwidth upgrades
Storage upgrades
RAM/CPU upgrades
DDoS protection upgrades
Priority support upgrades

Downgrades:

Downgrades to lower-tier plans are permitted at end of billing cycle
No refunds for the difference between tiers
Service credits may be applied at our discretion

4. EXCEPTIONAL CIRCUMSTANCES

4.1 Service Level Agreement (SLA) Failures

Eligibility:

Refunds or service credits may be provided if we fail to meet published SLA commitments
Must be documented and reported within 7 days of the incident
SLA terms override general refund policy

Remedy:

Primary remedy is service credits, not cash refunds
Service credit amount determined by SLA documentation
Credits applied to future billing cycles

4.2 Billing Errors

Our Error:

If we overcharge you due to billing system errors, we will:
- Refund the overcharged amount in full
- Apply correction within 1-2 billing cycles
- Provide service credit as apology when appropriate

Processing Time:

Credit card refunds: 5-10 business days
Wire transfer refunds: 10-15 business days
Service credits: Applied immediately to account

4.3 Fraud and Unauthorized Charges

Unauthorized Transactions:

Report unauthorized charges within 60 days
We will investigate and refund confirmed unauthorized charges
Customer must cooperate with investigation

Fraudulent Orders:

Orders determined to be fraudulent will be cancelled
Any payments will be refunded after investigation
Account may be permanently banned

4.4 Technical Issues Preventing Service Use

Major Service Failures: We may provide pro-rated refunds if:

Complete service outage exceeds 7 consecutive days
Critical functionality is unavailable for extended periods
Issues are caused by our infrastructure (not customer configuration)

Requirements:

Must be reported promptly via support ticket
Must provide documentation of issue impact
Must allow reasonable time for resolution (72 hours minimum)

Refund Calculation:

Pro-rated based on days service was completely unusable
Maximum refund: current billing cycle only
Does not apply to partial functionality or performance degradation

4.5 Force Majeure Events

No Refunds: We are not obligated to provide refunds for service interruptions caused by:

Natural disasters
Acts of war or terrorism
Government actions or regulations
Upstream provider failures
Internet backbone issues
Power grid failures
DDoS attacks against our infrastructure
Other events beyond our reasonable control

Service Credits:

May be provided at our sole discretion for extended outages
Not guaranteed or required

5. REFUND REQUEST PROCESS

5.1 How to Request a Refund

Step 1: Review Eligibility

Read this policy carefully to determine if you qualify
Gather supporting documentation

Step 2: Submit Request

Open a support ticket at teraflow.co/support
Subject: “Refund Request – [Service Name] – [Account Number]”
Include:
- Account information
- Service details
- Reason for refund request
- Supporting documentation
- Invoice numbers

Step 3: Await Review

Requests reviewed within 5-7 business days
Complex cases may take up to 15 business days
You will receive email notification of decision

Do Not:

Do not initiate chargebacks before contacting us
Do not send refund requests to general email addresses
Do not expect immediate responses during weekends/holidays

5.2 Required Documentation

Depending on your refund reason, provide:

Billing errors: Invoice copies, payment receipts
Technical issues: Support ticket history, screenshots, error logs
SLA failures: Uptime monitoring data, incident reports
Service issues: Detailed description of problems encountered

5.3 Review Timeline

Simple requests: 3-5 business days
Complex requests: 7-15 business days
Escalated requests: Up to 30 business days

5.4 Decision Communication

You will receive written notification including:

Approval or denial of refund request
Reason for decision
Refund amount (if approved)
Refund method and timeline
Any service credits applied

6. REFUND PROCESSING

6.1 Approved Refund Timeline

Credit/Debit Cards:

Processed within 5-7 business days of approval
Funds appear in 5-10 business days (bank-dependent)

Wire Transfers:

Processed within 10-15 business days
Additional bank fees may apply

Service Credits:

Applied immediately to account balance
Visible in customer portal within 24 hours

6.2 Refund Method

Refunds issued to original payment method when possible
If original method unavailable, alternative method may be arranged
Service credits are default for many situations

6.3 Partial Refunds

When applicable:

Pro-rated based on unused service days/months
Setup fees typically excluded from refunds
Minimum refund amount: $10 USD
Amounts under $10 provided as service credits only

7. CANCELLATION WITHOUT REFUND

7.1 Standard Cancellation Process

To Cancel Services:

Log into customer portal at teraflow.co
Navigate to “Services” or “Billing”
Submit cancellation request
Or open support ticket requesting cancellation

Notice Period:

30 days’ notice recommended
Services remain active through end of current billing period
No refunds for remaining days in billing period

What Happens:

Recurring billing stops
Service continues until period end
Data retained for 30 days
IP addresses released
ASN sponsorship terminated

7.2 Immediate Cancellation

Available For:

Services with no contract term
Monthly services outside minimum commitment

Not Available For:

Services under contract
Services requiring notice period
Colocation (equipment removal time needed)

8. CHARGEBACKS AND DISPUTES

8.1 Chargeback Policy

Before Filing Chargeback:

Contact us first via support ticket
Allow 15 business days for resolution
Most issues can be resolved without chargebacks

If You File Chargeback:

Your account will be immediately suspended
All services will be terminated
You may be banned from future service
We will contest invalid chargebacks
You may be responsible for chargeback fees ($25-50)

Valid Reasons for Chargeback:

Unauthorized charges after reporting
Services not delivered after payment
Billing for cancelled services

Invalid Reasons:

Changed mind about service
Misunderstanding of terms
Performance not meeting expectations
Request for refund denied per policy

8.2 Dispute Resolution

Internal Resolution:

Contact billing department via support ticket
Escalate to management if needed
Request supervisor review

External Resolution:

May pursue arbitration as outlined in Terms and Conditions
Governed by Wyoming law

9. SPECIAL CIRCUMSTANCES

9.1 Account Termination by TeraFlow

For Violations:

No refunds if account terminated for:
- Terms of Service violations
- Acceptable Use Policy violations
- Payment fraud
- Abuse of services
You remain responsible for all fees through termination date

For Business Reasons:

If we discontinue a service, may provide:
- Pro-rated refund for remaining period
- Migration assistance to alternative service
- Reasonable notice period (30-90 days)

9.2 Company Closure or Acquisition

Service Discontinuation:

Reasonable advance notice provided (minimum 60 days)
Pro-rated refunds for remaining contract periods
Assistance with service migration when possible

9.3 Promotional Credits and Discounts

Non-Refundable:

Promotional credits cannot be refunded as cash
Discounts applied to invoices are not refundable
“Free trial” periods are not refundable as they are free

Forfeiture:

Unused promotional credits forfeit upon account cancellation
Cannot be transferred to another account

10. LEGAL AND REGULATORY COMPLIANCE

10.1 Consumer Protection Laws

This policy complies with applicable consumer protection laws. If your jurisdiction provides additional refund rights beyond this policy, those rights apply.

10.2 Right to Modify Policy

We reserve the right to modify this Refund Policy at any time:

Changes effective upon posting to website
Material changes communicated via email
Continued use of services constitutes acceptance
Changes do not apply retroactively to existing disputes

10.3 Severability

If any provision of this policy is found unenforceable, the remaining provisions remain in full effect.

11. EXCEPTIONS AND SPECIAL CASES

11.1 Custom Contracts

Enterprise customers with custom service agreements may have different refund terms as specified in their contracts. Custom contract terms supersede this general policy.

11.2 Reseller Accounts

If you purchased services through a TeraFlow reseller or partner, refund requests must be directed to the reseller. We do not provide refunds for reseller transactions.

11.3 Government and Educational Institutions

Special terms may apply to government and educational institution contracts. Contact our enterprise sales team for details.

12. CUSTOMER RESPONSIBILITIES

12.1 Before Purchasing

Your Responsibility:

Read and understand this Refund Policy
Review service specifications carefully
Ask questions before committing
Understand that most sales are final

We Recommend:

Start with monthly services before committing to annual
Test services with smaller plans before scaling up
Contact sales team for pre-purchase consultations

12.2 After Purchasing

Monitoring Usage:

Monitor your services actively
Report issues promptly
Keep contact information current
Respond to our communications

Avoiding Refund Needs:

Right-size your services to actual needs
Plan for scaling up or down
Understand bandwidth and resource limits
Review invoices when received

13. FREQUENTLY ASKED QUESTIONS

Q: Can I get a refund if I don’t use the service? A: No. Refunds are not provided for non-use. Resources are allocated to your account regardless of usage.

Q: What if I accidentally ordered the wrong service? A: Contact us within 24 hours of order. We may cancel and refund at our discretion if no resources have been provisioned.

Q: Can I downgrade and get a refund for the difference? A: No. You can downgrade at the end of your billing cycle, but no refund is provided for the difference.

Q: What if the service doesn’t meet my performance needs? A: We do not refund for performance expectations. Review specifications before purchasing and start with appropriate sizing.

Q: Do you offer trial periods? A: Occasional promotional trials may be offered. Regular services do not include trial periods.

Q: What if I paid for a year but want to cancel after 2 months? A: Annual contracts are binding. Pro-rated refunds may be considered in exceptional circumstances only.

Q: Can I transfer my remaining balance to someone else? A: No. Services and payments are non-transferable.

Q: What happens to my data if I don’t get a refund? A: You have 30 days to retrieve your data after cancellation. After 30 days, data is permanently deleted.

14. CONTACT INFORMATION

14.1 Refund Inquiries

Support Portal: teraflow.co/support (preferred method)

Mail: TeraFlow LLC Attn: Billing Department 1309 Coffeen Avenue, STE 1200 Sheridan, Wyoming, 82801 United States

14.2 Response Time

Support tickets: 24-48 hours
Refund request reviews: 5-7 business days
Complex cases: Up to 15 business days

15. ACKNOWLEDGMENT

By purchasing services from TeraFlow, you acknowledge that:

You have read and understand this Refund Policy
You agree to the no-refund terms for most services
You understand service credits are the primary remedy for issues
You will not initiate chargebacks without first contacting us
This policy may be modified with notice

SUMMARY

Key Points to Remember:

✗ No refunds for: Monthly services, dedicated servers, colocation, ASN registration, most cancellations

✓ Possible refunds for: Billing errors, fraud, major SLA failures, exceptional circumstances

✓ Service credits are provided instead of refunds in most cases

✗ Non-refundable fees: Setup fees, one-time fees, ARIN fees, partial months

⚠ Important: Read before purchasing. Most sales are final.

Document Version: 1.0
Effective Date: January 19, 2026
Last Reviewed: January 19, 2026

This Refund Policy is part of TeraFlow’s Terms and Conditions. In case of conflict between this policy and the Terms and Conditions, the Terms and Conditions prevail unless this policy is more specific.