Trying a new VPS should feel safe. That is why LumaDock offers a clear 30 day money back guarantee for first time VPS customers.
This article explains exactly when refunds apply, what is excluded and the correct way to submit a refund request.
30 day money back guarantee
The money back guarantee applies only to new customers and only to the first VPS purchased on an account.
You can request a full refund within 30 calendar days from the activation date of your first VPS. The guarantee does not apply to renewals, upgrades or additional VPS instances.
Refund requests that meet these conditions are approved without questions.
Services not eligible for refunds
Some services are excluded from refunds due to instant provisioning or third party licensing.
The following are not refundable:
Domain registrations, transfers and renewals
Third party licenses and software such as control panels or commercial operating systems
SSL certificates and security products
Dedicated servers, colocation services and custom infrastructure
Add-ons like extra IPv4 addresses, storage volumes, backups and monitoring
Accounts suspended or terminated due to policy violations
Data recovery or administrative work after account termination
Products where LumaDock acts only as a reseller
Bundled or discounted items
If your VPS order included free or discounted third party products, their standard retail value is deducted from the refundable amount.
This applies to promotions that bundle domains, SSL certificates or licensed software with a VPS.
How to request a refund
Refund requests are submitted directly from the VPS management page. Billing tickets are not used for refund requests.
The refund option is available only for the first VPS and only during the 30 day guarantee period.
Step 1 – Open the VPS management page
Log in to your LumaDock Client Area and open My servers. Select your first VPS and click Manage.
Step 2 – Request immediate cancellation
In the Actions section, click Request cancellation.
You must select Immediate cancellation. Scheduled cancellations are not eligible for refunds.
Step 3 – Enter the refund reason
In the reason field, type refund clearly. [Optional] You may also briefly explain why the service didn’t meet your expectations. This feedback helps us improve.
If the word "refund" is missing, the request may be processed as a standard cancellation and the money back guarantee will not apply.
If you submitted the cancellation request without typing refund in the reason field, open a billing support ticket immediately.
Explain that the cancellation was intended as a refund request under the 30 day money back guarantee.
This must be done as soon as possible after submitting the cancellation to avoid the request being treated as a standard cancellation.
Important refund limitations
Refunds apply only to the first VPS purchased on an account.
Additional VPS services, renewals, upgrades and add-ons such as extra IP addresses, SSL certificates or licensed software are not refundable.
Only full billing cycles are refunded. Partial or prorated refunds are not provided after the guarantee period.
Refund processing and timing
Approved refunds are usually processed within 7 business days.
Refunds are issued to the original payment method whenever possible. If this is not available, an alternative method or account credit may be arranged.
Unpaid invoices or outstanding balances are deducted automatically before the refund is issued.
Payment provider delays
After LumaDock processes the refund, your bank or payment provider may require additional time to complete the transaction.
These external delays are outside our control.
Abuse prevention
The money back guarantee is designed to help new customers evaluate our services with confidence.
Repeated refund requests or attempts to abuse the policy by frequently cancelling services will result in loss of refund eligibility and may lead to account suspension.
Refund confirmation
Once the refund is completed, a credit note or invoice document is issued as confirmation and sent to you for your records.
For more details, please check the Terms of Service.