Refund Policy

When you get your money back, how, and how quickly. Every condition is on this page.

Effective November 12, 2026

Key points

  • If we cannot deliver the server you paid for, you get a 100% refund.
  • If a server is not delivered within 7 days of payment, you may cancel the order for a 100% refund.
  • Once a server is delivered, monthly fees are non-refundable, including partly used months.
  • One-time setup fees are non-refundable once the server is delivered.
  • Unused wallet balance from your own payments can be refunded to the original payment method within 180 days of payment.
  • No refund is given for a suspension or termination caused by an Acceptable Use breach or non-payment.

This summary is for convenience. The full text below is what applies.

This policy forms part of the Terms of Service and applies to all payments made to Sylox Tech (OPC) Private Limited for Stavra Cloud services.

1. When You Get a Full Refund

You receive a refund of 100% of the amount paid, including GST and any setup fee, in each of these cases:

  • We cannot supply the server. If the upstream data centre cannot provide the configuration you paid for, we cancel the order and refund it automatically. You do not need to ask.
  • Delivery takes longer than 7 days. If your server has not been delivered within 7 days of payment, you may cancel the order by support ticket and receive a full refund. If you prefer to wait, the order stays open.
  • Duplicate payment. If an invoice is paid twice, the second payment is refunded in full.
  • Our billing error. If we charge an amount that does not match the price shown at checkout, we refund the difference.

2. What Is Not Refundable

Dedicated hardware is reserved for you with the upstream data centre for each full month. For that reason, the following are not refundable:

  • Monthly fees for a delivered server, including partly used months and the days remaining after you cancel.
  • One-time setup fees, once the server has been delivered.
  • Fees for a server suspended or terminated for a breach of the Acceptable Use Policy or for non-payment.
  • Third-party software licences purchased through us, once the licence has been issued.
  • Service credits, promotional credit and referral rewards. These can be used against invoices but cannot be paid out as cash.

There are no cancellation fees, early-termination fees or other charges beyond those listed on this page and on your invoice.

3. Cancelling a Server

  • Cancel at any time from your dashboard. Cancellation takes effect at the end of the current paid month, and you keep access until then.
  • You can withdraw a cancellation until it takes effect.
  • No further invoices are issued after cancellation.
  • When cancellation takes effect, all data on the server is permanently deleted. Back up everything you need before that date.

4. Hardware and Network Faults

Report a fault by support ticket. If a delivered server cannot be used for more than 72 consecutive hours because of a hardware or network fault on the data centre's side, we credit your wallet pro rata for each full day the server could not be used. The period is counted from your ticket. Faults caused by your own software, configuration or a security compromise are not covered.

5. Wallet Balance

  • Wallet balance that comes from your own payments, such as top-ups and refunded orders, can be refunded on request to the original payment method within 180 days of that payment, as long as it has not been spent.
  • After 180 days, the balance remains in your wallet and can be used against any future invoice. It does not expire.
  • Promotional credit and referral rewards are not refundable as cash.

6. Refund Method and Timing

  • Refunds for orders we cannot supply are credited to your wallet immediately, so you can order a different server straight away. On request, we refund them to the original payment method instead.
  • Approved refunds to the original payment method are processed within 5 business days of approval. PayPal usually shows the refund within a few days of that; bank and card timelines are set by your provider.
  • Refunds are made in the currency of the original payment. Exchange-rate differences between the payment date and the refund date are outside our control.
  • We do not deduct any fee from a refund.

7. GST and Credit Notes

Refunds include the GST charged on the refunded amount. For each refund of a taxed invoice we issue a GST credit note against the original tax invoice, as required by Section 34 of the CGST Act, 2017, so your input tax credit records stay correct.

8. How to Request a Refund

  1. Open a support ticket from your dashboard, or email [email protected] from the address on your account.
  2. Include the invoice or order number and the reason for the request.
  3. We reply within 2 business days with a decision, and give reasons if the request falls outside this policy.

9. Chargebacks and Disputes

Please contact us before opening a chargeback or a PayPal dispute: most billing questions are resolved faster that way. While a chargeback or dispute is open, the related services may be suspended. If a chargeback is filed for a payment that this policy does not make refundable, we will provide the invoice and service records to the payment provider.

10. Changes to This Policy

We give at least 15 days' notice by email of any change that reduces your refund rights. A change never applies to a payment made before it takes effect.

Questions about this policy?

Write to us and the team that runs the platform will reply.

Contact us