Refund Policy
Last updated on September 7, 2026
1. 12-hour money-back guarantee
HeavenCloud offers a 12-hour money-back guarantee on eligible paid hosting services. If you request a refund within 12 hours of successful payment for that order, we will process it under this policy. The guarantee applies in every region (India, USA, Singapore, Germany, Australia, and others we operate) and includes budget slices / Miami budget VPS. Dedicated servers and add-ons are never refundable (see Sections 3 and 4). By purchasing, you agree to these terms.
2. What is covered
The 12-hour money-back guarantee covers paid HeavenCloud hosting services, including:
• VPS (India Ryzen 9, India Budget, USA Miami / budget slices, Ashburn, New York, Singapore / Johor, Germany, and other live VPS SKUs)
• Discord, Telegram, and WhatsApp bot hosting (paid plans)
• Lavalink hosting (paid plans)
• Minecraft, FiveM, Hytale, and other paid game hosting
• Managed database hosting, RDP, website hosting, and VDS (paid plans)
The clock starts at the time payment is marked successful on billing.heavencloud.in. Requests received after 12 hours are not eligible. When a refund is approved, the service is cancelled and access ends.
3. Dedicated servers — no refund
Dedicated servers are strictly non-refundable in every region (India, USA, Miami, Singapore, Germany, and any other location). This includes first-time orders, renewals, upgrades, and every payment method (UPI, cards, PayPal, crypto, and others). Dedicated hardware is reserved exclusively for your order; no money-back guarantee applies.
4. Add-ons are not refundable
Add-ons are never refundable, even when purchased in the same invoice as a refundable service, and even within 12 hours. Non-refundable add-ons include:
• IPv4 leases and extra dedicated IPv4 / IP blocks
• Separately billed DDoS add-ons or upgraded scrubbing (beyond what is included in the plan)
• Extra bandwidth, extra storage, licenses, and similar add-ons
• Domain registrations
• Custom setup, migration, or development work
If your invoice mixes a covered service (for example a VPS) with an add-on (for example an IPv4 lease), only the covered service amount may be refunded. The add-on amount is withheld in full.
5. PayPal refunds — 18% tax
PayPal payments are eligible for the 12-hour money-back guarantee on covered services (not dedicated servers, not add-ons). On every approved PayPal refund, HeavenCloud withholds 18% of the refundable service amount as tax. You receive 82% of that eligible service amount back to the original PayPal account.
Example: if the refundable VPS portion is ₹1,000 paid via PayPal, ₹180 is retained as tax and ₹820 is returned. Add-on lines (IPv4, extra IPs, DDoS add-ons, and similar) are not included in the refundable amount. Processing time depends on PayPal after we issue the refund.
6. Other payment methods
For eligible covered services paid by UPI, credit/debit card, or other non-PayPal methods shown at checkout, an approved 12-hour refund returns 100% of the refundable service amount (add-ons and dedicated servers excluded). Crypto and other third-party rails are refunded to the original method where the processor allows; network fees charged by the processor are not refundable. HeavenCloud is not responsible for delays caused by banks or payment processors.
7. How to request a refund
Open a ticket at billing.heavencloud.in or email manas@heavencloud.in within 12 hours of payment. Include:
1. Order ID and account email
2. Product name and region
3. Payment method (UPI, card, PayPal, or other)
We will confirm eligibility, subtract any non-refundable add-ons, apply the 18% PayPal tax when PayPal was used, then issue the refund to the original payment method. Chargebacks instead of a ticket may result in account closure.
8. Free tier
Free Discord bot hosting, free Lavalink nodes, and other free plans involve no payment and are not subject to refund. HeavenCloud may modify or discontinue free tier services at any time.
9. Abuse and violations
Accounts suspended or terminated for Terms of Service, Acceptable Use Policy, or Fair Usage Policy violations are not eligible for refunds. Fraudulent refund requests or payment disputes in bad faith may result in permanent suspension.
10. Service credits
If a cash refund does not apply (for example the 12-hour window has closed), HeavenCloud may offer account credit at its discretion. Credits are non-transferable and expire 90 days after issuance.
11. Policy change log
Last updated: September 7, 2026. Change summary: 12-hour money-back guarantee on all covered paid services in every region, including budget slices; PayPal refunds allowed with 18% tax withheld; dedicated servers remain non-refundable; add-ons (IPv4, extra IPs, DDoS add-ons, domains, custom work) remain non-refundable.
12. Changes to this policy
HeavenCloud may update this Refund Policy at any time. Changes take effect when posted on this page. Continued use of our services constitutes acceptance of the updated policy.
13. Questions about refunds?
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