Refund Policy

1.1. This Refund Policy explains how the Company reviews refund requests for services it provides.

1.2. Refund eligibility is determined based on the nature of the service, the circumstances of the request, this Policy, and any rights that apply under applicable law.

1.3. Nothing in this Refund Policy limits the Customer's rights under applicable law or the rules of the relevant payment provider or financial institution. Customers are encouraged to contact the Company first so that the issue may be reviewed and, where appropriate, resolved directly.

1.4. Account balance top-ups are advance payments that may be used exclusively to pay for the Company's services.

1.5. The account balance is not a bank account, payment wallet, electronic money, or a store of value, and may not be withdrawn, transferred, exchanged, or cashed out, except where required by applicable law or expressly approved by the Company in its sole discretion.

1.6. The Customer must verify the top-up amount before confirming payment. Mistakenly entered amounts, including payment amount errors, are not refunded automatically and are reviewed individually. Unused balance is non-refundable unless applicable law requires otherwise.

2.1. Services are provided on a full prepayment basis. After payment confirmation, the Company undertakes to provide access to the VPS, server, or other ordered service within no more than 3 business days, unless another timeline is specified on the tariff page, invoice, or customer correspondence.

2.2. If a VPS or other paid service is not provided within 3 business days due to reasons attributable to the Company, and the parties have not agreed to extend the timeline or use an alternative solution, the Customer may submit a refund request.

2.3. A refund request for non-delivery may be submitted within 14 calendar days after the service delivery deadline in clause 2.1 expires. This period does not limit any Customer rights that cannot be limited under applicable law.

2.4. Requests must be submitted by email to help@phylex.net. The request should include the Phylex account email, invoice/order/payment number if available, payment date and amount, payment method, service name, refund reason, and any supporting materials.

2.5. The request review period is up to 7 business days from receipt of the complete information required to verify the payment and service status.

2.6. If a refund is approved, funds are returned in full to the same payment details or original payment method used for the payment, unless applicable law or payment provider rules require another process. The refund transfer period is up to 10 business days after approval; actual crediting may depend on the bank or payment system.

2.7. Payments made through LAVA.RU or another connected payment gateway may include a payment provider fee: 3% for SBP payments and 6% for bank card payments. The final payment amount and applicable fee are shown before payment confirmation. For an approved refund due to non-delivery, the refund is made in full under clause 2.6.

3.1. The Company does not provide a voluntary trial period or a general change-of-mind refund for a service that has been provisioned, activated, customized, accessed, or used and is operating materially as described.

3.2. Nothing in this Policy excludes a cancellation, refund, repair, repeat performance, price reduction, or other remedy that must be provided under mandatory consumer law. Where the Customer requests immediate performance, any cancellation right, payment for services already supplied, and any loss of that right are determined by applicable law and any consent or acknowledgement required by that law.

3.3. A service that is materially defective, was not delivered, cannot be activated, or cannot be restored to material conformity within a reasonable period due to a matter attributable to the Company may qualify for a full or proportionate refund after review.

5.1. A Customer may request a refund if a service is not delivered, cannot be activated, or remains materially non-functional due to an issue attributable to the Company and the Company does not resolve the issue within a reasonable period after receiving notice.

5.2. Refund requests should be submitted to help@phylex.net as soon as reasonably possible and should include sufficient information for the Company to review the request.

5.3. If a refund is approved, the Company issues it to the original payment method or original payment details, unless applicable law or payment provider rules require another process.

6.1. If a Customer initiates a chargeback or other payment dispute, the Company may review the account, respond through the applicable payment dispute process, and take reasonable temporary measures on the disputed service or order where necessary to prevent fraud, abuse, or duplicate refunds, subject to applicable law.

6.2. The Company may provide payment processors, banks, or other financial institutions with records and evidence relevant to the transaction, service delivery, communications, and the handling of the refund or dispute request.

7.1. This Policy may be updated from time to time. The latest version is always available on our website.

7.2. If any provision of this Policy is unenforceable under applicable law, the remaining provisions will continue to apply to the maximum extent permitted.