Refund Policy

1. Scope

This Refund Policy sets out the operator-side refund posture for the Service rented under the Terms at /legal/tos. The Policy enumerates the seven-day no-questions guarantee on the first invoice of any Service tier, the USD-equivalent crypto-conversion formula applied to refunds settled in cryptocurrency, the restocking fee schedule applied per Service tier outside the no-questions window, the per-asset refund mechanics for the accepted-asset triple (BTC, USDT-TRC20, XMR), and the addons that are explicitly excluded from the refund guarantee. The Policy forms part of the Terms.

2. Seven-day no-questions guarantee

Customer requests a refund of the first invoice on a Service tier within seven calendar days of the on-chain confirmation timestamp recorded by BTCPay Self-Host on the underlying invoice. The request is sent to the legal@ alias listed in the operator footer; no operator-side reasoning is required from Customer. Operator processes the refund per the per-asset mechanics in section 5.

The no-questions guarantee applies once per Service tier per Customer. A subsequent Order on the same Service tier by the same Customer is not within the no-questions guarantee; the renewal cycle of an existing Order is not within the no-questions guarantee. The first-invoice scope is determined operator-side from the BTCPay Self-Host on-chain confirmation log.

The seven-day window starts at the on-chain confirmation timestamp, not the Order placement timestamp. Customer’s request issued before on-chain confirmation is treated as an Order cancellation and is processed under section 4.

3. Outside the no-questions window

A refund request issued outside the seven-day no-questions window is processed at operator-side discretion subject to the restocking fee schedule below. Customer’s request is sent to the legal@ alias and includes the operator-disclosed reason for the request; the reason is recorded operator-side and used for the operator-side review of the request.

Operator’s review of an outside-window refund request is conducted within the operator-disclosed review window — pre-launch placeholder pending counsel’s confirmation. Operator either approves the refund subject to the restocking fee, requests further information from Customer, or denies the request with the operator-disclosed reasoning.

4. Order cancellation before on-chain confirmation

Customer cancels an Order before the on-chain confirmation timestamp by emailing the support@ alias listed in the operator footer with the Order identifier. Operator does not provision the Service against an unconfirmed invoice; cancellation before confirmation does not generate a refund obligation because no asset has been transferred to operator-controlled custody at the time of cancellation.

Customer’s transaction that confirms after the cancellation request is processed by BTCPay Self-Host as a normal payment confirmation; the resulting credit is held against the Customer account and is applicable to a future Order. Customer requests destruction of the held credit by emailing the legal@ alias; destruction processes the held credit through the per-asset refund mechanics in section 5.

5. Per-asset refund mechanics

Refunds are denominated in the asset originally used to settle the Order. The refund quantity is calculated by the USD-equivalent crypto-conversion formula in section 6 from the operator-disclosed USD ledger value at the time of the original Order; the refund is then converted back to the original asset at the operator-disclosed USD-equivalent rate at the time of refund issuance. Counsel finalises the timing and the conversion-rate source before deploy.

5.1 Bitcoin (BTC)

BTC refunds are sent from the operator-disclosed refund-issuing wallet to the destination address Customer provides in the refund request. Customer is responsible for verifying that the destination address is under Customer’s control before issuing the refund request; Operator does not validate the destination address beyond the basic on-chain format check. The on-chain network gas fee for the refund is debited from the refund quantity at the operator-disclosed gas-fee schedule.

BTC refunds are issued at the operator-disclosed confirmation threshold matching the threshold applied at /payments to incoming BTC Orders. The on-chain transaction hash is communicated to Customer’s account email at issuance.

5.2 USDT-TRC20

USDT-TRC20 refunds are sent from the operator-disclosed refund-issuing wallet to the destination Tron address Customer provides in the refund request. Customer is responsible for verifying that the destination address is under Customer’s control before issuing the refund request and that the destination address is on the TRC20 network specifically — Operator does not bridge across networks and an address provided on a non-TRC20 network is rejected.

The Tron-network energy/bandwidth cost for the refund is debited from the refund quantity at the operator-disclosed schedule. The Tron-network transaction hash is communicated to Customer’s account email at issuance.

5.3 Monero (XMR)

XMR refunds are sent from the operator-disclosed refund-issuing wallet to the destination Monero address Customer provides in the refund request. The Monero-network ring-signature properties are operator-acknowledged; Operator does not provide an on-chain transaction hash visible on a public block-explorer in the refund issuance notice — the operator-side issuance log is the only operator-disclosed evidence of the refund’s settlement.

The Monero-network gas fee for the refund is debited from the refund quantity at the operator-disclosed schedule. Monero refunds are issued at the operator-disclosed confirmation threshold matching the threshold applied at /payments to incoming XMR Orders.

6. USD-equivalent crypto-conversion formula

Crypto-asset prices are denominated in USD-equivalent terms operator-side. The USD-equivalent rate at the time of the original Order is the operator-disclosed exchange-rate-source rate at the timestamp recorded by BTCPay Self-Host on the original Order’s on-chain confirmation. The USD-equivalent rate at the time of the refund issuance is the operator-disclosed exchange-rate-source rate at the timestamp of refund issuance.

The refund quantity in the original asset is calculated as: (original USD-equivalent value of the Order, less any restocking fee under section 7, less the operator-disclosed refund-issuance gas fee for the destination network) divided by the USD-equivalent rate at refund issuance for the original asset. Counsel finalises the rate-source designation and the rounding posture before deploy.

The refund quantity is therefore not equal to the asset quantity Customer originally transferred — the inter-temporal price movement of the asset between Order and refund is operator-side recognised through the USD-equivalent calculation, not absorbed by Operator. The USD-equivalent posture is the brand-defining refund accounting basis.

7. Restocking fee schedule

A restocking fee is debited from the refund quantity for refund requests issued outside the seven-day no-questions window. The fee schedule below is operator-disclosed; counsel finalises the per-tier fee threshold before deploy.

VPS tier restocking fee: pre-launch placeholder pending counsel finalisation. Dedicated server tier restocking fee: pre-launch placeholder pending counsel finalisation. The fee is denominated in USD-equivalent terms and is converted to the original asset using the formula in section 6.

A refund request issued within the seven-day no-questions window is not subject to the restocking fee. The no-questions guarantee absorbs the restocking-fee posture for first-invoice refunds.

8. Addons excluded from the refund guarantee

The following addons listed at /price are explicitly excluded from the refund guarantee. The addons are counsel-pending for inclusion at /price; the inclusion of an addon at /price does not commit Operator to the refund guarantee in respect of the addon unless the addon is removed from this list under the operator-disclosed amendment process.

Anonymous-procurement upgrade — operator-disclosed addon for the dedicated server tier; counsel-pending for inclusion. The addon is one-shot at provisioning time; the addon is not refundable after the operator-side anonymisation steps complete because the addon’s value is consumed at the operator-side procurement stage.

DDoS-mitigation envelope expansion — operator-disclosed addon; counsel-pending for inclusion. The addon is recurring and is refundable on a pro-rata basis on cancellation, subject to the no-questions guarantee on the first invoice; the addon is not refundable on the basis of an unused-mitigation-capacity claim because the mitigation capacity is provisioned for the duration of the cycle regardless of utilisation.

IP-block expansion — operator-disclosed addon; counsel-pending for inclusion. The addon is recurring; the addon is refundable on cancellation per the seven-day no-questions guarantee on the first invoice. Outside the no-questions window the addon is not refundable because the IP-block is allocated from the operator-disclosed RIPE-region allocation pool and the allocation is consumed at the operator-side regardless of Customer-side utilisation.

Operator-managed backup — operator-disclosed addon; counsel-pending for inclusion. The addon is recurring; the addon is refundable per the seven-day no-questions guarantee on the first invoice. Outside the no-questions window the addon is not refundable because the operator-side storage is provisioned for the duration of the cycle.

9. Disputes on a refund decision

Customer disputes an operator-side refund decision by emailing the legal@ alias listed in the operator footer. The dispute is processed through the dispute-resolution mechanism in the Terms section 10. The operator-side refund decision stands pending the dispute-resolution outcome; Operator does not pre-empt the dispute-resolution mechanism by holding the disputed asset in escrow.