How to know if you are eligible for a refund.
This is our Refund Policy which can be found on our Terms of Service.
Refunds will not be processed for "End of Billing Period" cancellation requests. Your service will remain active until your next invoice would usually be due and you will not be charged thereafter. Our refund policy applies to new servers purchased within our 72-hour policy.
Refund requests that fall outside of the aforementioned 72 hours may be considered by Equinox Hosting on a case-by-case basis and judged at the sole discretion of the Equinox Hosting.
If you’re not sure, it’s recommended to open a billing ticket so we can check for you. Details about that can be found below.
How to request a refund?
Do not make a PayPal Dispute / Chargeback, as this will greatly slow down the process of requesting a refund. Simply open a billing ticket and our team will be more than happy to check. This may take a little longer to be replied to as it has to be dealt with by a member of our billing team, however don’t worry as we count the refund window from when you open the ticket, not from when we see the ticket.
You also need to request an immediate cancellation for your service. To do so go to the services section on our billing panel, select the service you want to cancel and click on "Request Cancellation" on the right sidebar. Then on the reason write "Requesting refund" and on Cancellation Type leave it on "Immediate".
IMPORTANT: You have to manually cancel your PayPal Subscription (Recurring Payment) after you request a refund or cancellation, otherwise PayPal will continue to send us the payment for your server. Please refer to our guide on How to cancel a PayPal Subscription to avoid overpayments.
Note: If you paid with Credit/Debit Card using Stripe you don't have to manually disable your subscription/recurring payment, it gets automatically disabled once you submit the cancellation request.
