Refund Policy

1. Scope

This Policy describes when and how Jetlane Networks, LLC issues refunds for our hosting services. It supplements the Terms of Service.

2. 7-Day Money-Back Guarantee

For the first month of any new VPS, bare-metal, or AI Relay subscription, you may request a full refund within 7 calendar days of the first charge — no questions asked. This applies once per customer per Service category and is intended to let you test the network without risk. To request: email support@jetlane.io with your order ID.

3. Pro-Rata Refunds on Cancellation

If you cancel a multi-month or annual prepaid plan mid-term, we refund the unused portion calculated to the day, less any usage-based charges already incurred (e.g. traffic overage). Cancellation does not waive amounts already owed.

4. SLA Credits

If we miss the uptime targets in the Service Level Agreement, you may claim a service credit. SLA credits are applied to future invoices and are the sole and exclusive remedy for downtime.

5. Non-Refundable Items

The following are non-refundable except where required by law:

• One-time setup, configuration, or migration fees
• Domain registrations, renewals, and transfers
• IP-address purchases and ASN transfers
• Bandwidth or traffic overage charges
• Third-party software licenses (e.g. cPanel, Plesk)
• Custom hardware or non-standard configurations after delivery
• Renewals (use the 7-day guarantee on the first month only)

6. How to Request a Refund

Email support@jetlane.io with:

• Order ID or invoice number
• Reason (helpful but not required for the 7-day guarantee)
• Preferred refund method (typically the original payment method)

Acknowledgement within 24 hours. Decision within 3 business days.

7. Processing Time

• Credit/debit card: 5–10 business days back to the original card
• Alipay: typically 1–3 business days back to the original Alipay account
• Wire transfer: 5–7 business days, less any bank fees

8. Chargebacks

Please contact us first. Chargebacks (disputes initiated through your card issuer or Alipay without first contacting Jetlane) are reviewed individually. Where a chargeback is the result of fraud or unauthorized use, we cooperate fully. Where a chargeback is filed despite an available refund process, we may suspend or terminate the account and recover associated costs.

9. Currency and Exchange

Refunds are issued in the original currency of the charge. If you paid in a non-USD currency via Alipay, the refund will return to that currency at the rate set by Alipay at refund time, not the original purchase rate; small differences due to FX movement are non-recoverable.

10. Contact

support@jetlane.io — or for escalation, billing@jetlane.io.