Refund Eligibility

Synteq bills resources prepaid monthly: you pay for a month up front, and the resource runs to the end of that period before it's destroyed when you cancel. The self-serve cancel flow doesn't issue partial refunds - you keep using what you've already paid for, and billing stops afterward.

New Synteq customers may request a full refund within the first 3 days of the initial service term. This applies to standard products only. The following are excluded and not eligible for a refund under any circumstances:

• Custom Dedicated Servers: any server that is not instant deploy
• GPU products: Dedicated or Cloud/VM
• Promotional products: tagged [PROMO] or similar; store credit only, no cash refund
• Cryptocurrency payments: store credit only, no refund to the original payment method
• IP connectivity issues caused by local regulations or government restrictions in your country, where the IP is technically functional outside of those restrictions

Refunds will also be denied - or subject to Synteq's discretion - if there is reason to believe the Terms of Service or Acceptable Use Policy have been violated, including suspension related to outgoing DoS/DDoS attacks.

After the 3-day window, cancellations via the portal produce no refund. When you cancel a Cloud VPS, GPU Cloud, VDS, or Dedicated server:

• The resource runs to the end of the current paid period.
• No new invoice is generated for the next period.
• No portion of the current period's invoice is refunded.

The cancel dialog confirms this when you click Confirm Cancellation: your server continues running until the end of the billing period.

Outside the 3-day window, Support can - at their discretion - issue prorated account credit for the unused portion of the cycle in specific situations:

• Service-impacting outages that Synteq is responsible for
• Hardware failures on dedicated servers that couldn't be resolved within a reasonable time
• Goodwill for long-term customers cancelling under unusual circumstances

Account credit is not a card refund. Per Synteq's Terms of Service, service credits post to your team's account balance and offset future invoices. Credits are not issued as cash, are not transferable to other accounts, and are not included in any refund guarantees.

Open a Billing ticket:

1. In the sidebar, click Support.

2. Click on the Create button.

3. Set Department to Billing. [1]

4. Use a subject like: Prorated credit request - <hostname> [2]

5. In the body, include: [3] 

• Resource ID - copy from the resource detail page

• Reason - be specific; dates, monitor logs, and a description of the issue help

• Amount requested - optional, but a target helps Support action it faster

If credit is approved, it appears as pending_credit on the resource. On termination, a confirmation banner shows the final credited amount, and it offsets your next invoice automatically.

Open a Billing ticket before disputing a charge with your card issuer or PayPal. Disputes trigger an automatic freeze on the payment method and put your account on hold while the provider investigates - which takes longer than just contacting us directly. If there's been a billing error on our side, a Billing ticket resolves it faster.