DOUBLE SERVERS

1.1. The service delivery period is calculated from the moment payment is received and confirmed by the payment system.

• Virtual servers (VPS) in standard configurations — no later than 24 hours from the moment of payment. As a rule, the server is created automatically within 2–5 minutes.
• Dedicated servers and non-standard configurations — no later than 5 business days. If a longer period is required, it is agreed with the Customer before payment.
• Additional services (IP address change, resource changes, activation of attack protection, backups) — no later than 24 hours.

1.2. The service is deemed delivered from the moment the Customer is granted access: the issue of an IP address and credentials in the control panel and/or in the Telegram bot. Subsequent use or non-use of the service by the Customer does not affect the fact of its delivery.

2.1. A refund is issued if the paid service was not delivered within the period specified in section 1 for reasons attributable to the Service.

2.2. A refund is also issued in the following cases:

• erroneous or duplicate payment — if the same service was paid for twice or a payment went through without a service being ordered; the excess amount is returned to the original payment details upon the Customer's application;
• overpayment — if the amount received exceeded the order value, the difference is, at the Customer's choice, credited to the internal balance or returned to the original payment details;
• inability to deliver the service due to a lack of available resources — the Customer may, at their choice, wait for resources to become available, receive an equivalent service or request a refund.

• The service has been delivered — access to the server was granted within the period specified in section 1. Subsequent use or non-use of the service by the Customer is irrelevant.
• The service was not delivered for reasons attributable to the Customer: incorrect or incomplete details were provided when ordering, payment confirmation was not completed, the Customer declined the service after it was created.
• The service was suspended or terminated for violation of the Terms of Service or the Acceptable Use Policy, including a block by an upstream provider through the fault of the Customer.
• Funds credited to the internal balance voluntarily and not linked to a specific undelivered order are not refundable in monetary form: the Customer may use them to pay for any services of the Service.
• Downtime of an already delivered service through the fault of the Service is compensated by extending the rental period by the duration of the unavailability; no monetary refund is issued in this case.

4.1. We recommend submitting a refund request within 14 calendar days from the day the service delivery deadline specified in section 1 expired, or — for an erroneous payment or overpayment — from the payment date: this is when verification is fastest. Requests submitted later are also considered; the Service may ask for additional details to confirm the circumstances.

4.2. Applications are accepted via a ticket in the control panel, by email to support@doubleservers.com or by message to the support Telegram bot @doubleserverssupport_bot.

4.3. The application must specify:

• account identifier — email, login or Telegram ID;
• date and time of payment;
• payment amount and currency;
• payment method and transaction identifier: transaction number, last four digits of the bank card or the cryptocurrency transfer hash;
• name of the paid service — plan and location;
• description of the circumstances: what exactly was not provided.

5.1. The application is reviewed within 3 business days of receipt of an application containing all of the listed information. The outcome is communicated to the Customer via the same channel through which the application was submitted.

5.2. If the decision is positive, the funds are transferred within 5 business days from the day the application is approved.

5.3. The refund is issued in full, without any deductions, to the same payment details from which the payment was made and in the same payment currency. Refunds to other payment details are not issued. For cryptocurrency payments, the refund is issued in the same cryptocurrency to the address from which the payment was received or to another address of the Customer confirmed from their account; the network transfer fee is deducted from the refund amount.

5.4. The time it takes for the funds to be credited to the Customer's account is determined by their bank or payment system and may be up to 30 calendar days. The Service has no influence over this period.

5.5. If payment was made in roubles for a service priced in euros, the amount paid in roubles is refunded. Exchange rate differences arising between the date of payment and the date of refund are neither compensated nor deducted.

6.1. If payment was made to order a specific service and the service was not delivered on time for reasons attributable to the Service, the refund is issued in full to the original payment details — including where the funds were credited to the Customer's internal balance.

6.2. If the Customer cancels an already provided server early, the refund is issued to the internal balance: the recalculation for the period actually used is performed on an hourly billing basis. The hourly rate is 1.5 times the pro-rata share of the monthly price — this is due to the Service's costs of reserving, allocating and maintaining computing resources, as well as the discount granted for payment for a full billing period. The refundable amount is the difference between the amount paid for the server and the cost of the time actually used; the final amount cannot be negative. This clause does not apply to undelivered services — they are refunded in full in the manner described above.

6.3. Promo codes, discounts and bonus credits have no monetary value and are not refunded in monetary form.

7.1. Before disputing a payment through your bank, contact us: the vast majority of issues are resolved upon application under section 4 faster than the bank's procedure.

7.2. If the Customer initiates a payment dispute with the bank or payment system in respect of a service that has been delivered, the Service may suspend the provision of services under the account until the proceedings are concluded and provide the bank with evidence of service delivery (server creation date, assigned IP address, usage log). If service delivery is confirmed, the amounts withheld by the bank and the dispute fees are charged to the Customer.