Storiza — Refund Policy

Last updated: 2026/07/16

This Refund Policy explains when and how refunds are issued for services purchased from Storiza ("Storiza", "we", "us") at storiza.store. It forms part of, and should be read together with, our Terms of Service. By purchasing any Service, you agree to this Policy.

This is the full, authoritative version of the policy. The Terms of Service contain only a summary; where the two differ, this page controls.

1. Definitions

• "Service" — any product offered by Storiza, including VPS and RDP services and related add-ons.
• "New Service" — a Service within its first billing period, purchased for the first time (not a renewal).
• "Storiza Wallet" — internal account credit usable to purchase or renew Services. Wallet credit has no cash value and cannot be withdrawn.
• "Unannounced Downtime" — an outage that Storiza did not announce or report in advance (or during the incident) through its official status/announcement channels. Scheduled maintenance and incidents we have publicly reported do not count as Unannounced Downtime.
• "Original Payment Method" — the exact payment method and account used to pay for the Service.

2. Money-Back Window for New Services

2.1 Refunds are available within three (3) days of the start of a New Service, subject to the exclusions in Section 4.

2.2 The window is measured from the moment the Service is provisioned and made available to you, not from the moment of payment.

2.3 The money-back window applies once per customer per product type. Repeatedly purchasing and refunding services is considered abuse (see Section 10).

2.4 Renewals are not New Services and are not covered by this window.

3. Downtime Refunds

3.1 Beyond the money-back window, a refund may be requested for service downtime only where the downtime was Unannounced Downtime, and either:

• (a) a continuous outage exceeding twenty-four (24) hours occurred; or
• (b) outages of six (6) or more hours each occurred more than three (3) times within one calendar month.

3.2 If we announced or reported the downtime in advance or during the incident (scheduled maintenance, publicly reported incidents, migrations announced by email or on our status channels), it does not qualify for a refund under this section.

3.3 Every downtime claim must be supported by evidence reasonably satisfactory to both parties (e.g., independent monitoring logs, timestamps, ping/uptime reports). Claims without verifiable evidence may be declined.

3.4 Downtime caused by any of the following does not qualify:

• (a) your own software, configuration, or actions;
• (b) suspension for non-payment, fair-use violations, or AUP violations;
• (c) DDoS attacks targeting your Service (mitigation is handled per the Terms of Service, Section 11);
• (d) force majeure events outside our reasonable control (upstream provider failures, natural disasters, war, government action).

3.5 Where a downtime claim is approved, the refund is calculated pro-rata for the affected period, unless we choose, at our discretion, to refund the full billing period.

4. Non-Refundable Items & Exclusions

No refund is owed where:

• (a) the Service was suspended or terminated for illegal activity or violations of our Acceptable Use Policy — no refund in any case;
• (b) the Customer failed to read the Service specifications on the product page before purchase (exceptions may be reviewed case-by-case by the relevant team);
• (c) the payment was made via a non-refundable local payment method (e.g., mobile credit, online gift cards) — eligible amounts are credited to your Storiza Wallet instead;
• (d) the fee is a setup fee charged for installation or configuration work that has begun;
• (e) the request concerns Storiza Wallet credit, promotional credit, or discounts — these are never refundable or withdrawable;
• (f) the request concerns a renewal period outside the conditions of Section 3;
• (g) the request is made after the Service has been deleted following expiration and the grace period.

5. Refund Method

5.1 Approved refunds are always issued to the Original Payment Method. We do not issue refunds to a different payment method, account, or person under any circumstances. This is a fraud-prevention requirement, not a courtesy we can waive.

5.2 If the Original Payment Method no longer exists or cannot receive funds (closed account, expired card, non-refundable local method), the refund is issued as Storiza Wallet credit instead.

5.3 Wallet credit issued as a refund can be used for any Storiza Service but cannot be withdrawn as cash.

6. Partial & Pro-Rated Refunds

6.1 If a Service has been used for a substantial part of its billing period, any approved refund may be partial and pro-rated based on the unused time.

6.2 Discounts, promotional pricing, and free periods are excluded from the refundable amount; refunds are calculated on the amount actually paid.

7. Wallet Credit as an Alternative (Service Exchange)

7.1 As an alternative to a refund, you may request that the Service amount be credited to your Storiza Wallet in order to exchange the Service for a different Storiza Service.

7.2 This exchange option may be used a maximum of twice (2) per calendar month per account.

7.3 Exchanges follow the same eligibility rules as refunds (Sections 2–4); they are not a way around the exclusions.

8. Cancellation

8.1 You may cancel any Service at any time — simply do not renew it. No cancellation fee applies.

8.2 Cancellation does not entitle you to a refund of the unused portion of the current billing period, unless the conditions in Section 3 (Downtime Refunds) apply.

8.3 After cancellation, expiration, suspension, and data deletion follow the schedule in the Terms of Service (grace period and permanent deletion). Back up your data before your Service expires.

9. Chargebacks & Payment Disputes

9.1 Opening a chargeback or payment dispute without first submitting a refund request via ticket is a breach of our Terms of Service.

9.2 Doing so results in immediate suspension of all Services on your account until the dispute is resolved, and may result in a permanent ban from purchasing.

9.3 If you believe you are owed a refund, follow Section 11 — it is faster than a dispute and does not put your other Services at risk.

10. Abuse of This Policy

10.1 We reserve the right to decline refund requests that show a pattern of abuse, including: repeated purchase-and-refund cycles, exchanging services excessively, providing fabricated downtime evidence, or opening duplicate requests.

10.2 Fraudulent refund claims result in account termination without refund.

11. How to Request a Refund

11.1 All refund requests must be submitted via a support ticket at storiza.store. Refunds are not processed via live chat, Discord, email, or any other channel.

11.2 Your ticket should include:

• (a) the Service ID / invoice number;
• (b) the reason for the request;
• (c) for downtime claims: your evidence per Section 3.3.

11.3 We may ask you to verify that you are the registered owner of the account before processing any request.

11.4 We aim to review refund requests within [X business days]. Approved refunds are sent to the payment provider promptly; the time for funds to appear depends on the provider (typically [e.g., 5–10 business days] for cards/PayPal).

12. Changes to This Policy

12.1 We may update this Policy from time to time. Material changes will be announced on storiza.store and/or by email. The version in effect at the time of your purchase applies to that purchase.

13. Contact

Refund requests: via the ticket system at storiza.store Policy questions: [email protected]