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💳 Refund Policy

Refund Policy

We are committed to your satisfaction. This policy describes the conditions under which you may request a refund for services contracted with Terranode.

Last updated: March 20, 2026

Quick summary

✅
7-day Guarantee

New Web Hosting and Corporate Email (first-time purchase)

✅
3-day Guarantee

New VPS Server (first-time purchase)

❌
No Refund — M365

Microsoft 365: no refund under any circumstance once activated

❌
No Refund

Domains, renewed services, services used to violate policies

⚠️
One refund per client

Only applicable on first purchase of each service type

🚫
Disputes & Chargebacks

If you initiate a chargeback with your bank without exhausting the refund process, all your services will be immediately suspended

1. Our Commitment

Terranode is committed to providing high-quality services and to ensuring the satisfaction of our clients. If you experience any problem with our services, we urge you to contact our technical support team before requesting a refund. In most cases, we can resolve technical problems quickly and effectively.


This refund policy applies exclusively to services directly provided by Terranode. The effective date of this version is March 20, 2026.

2. Money-Back Guarantee Periods

Below are the money-back guarantee periods by service type. All periods are counted in calendar days from the service activation date.


› Web Hosting (Shared): 7 calendar days from activation.
› Corporate Email (TerraMail): 7 calendar days from activation.
› VPS Server: 3 calendar days from server activation.
› Dedicated Servers: No standard money-back guarantee, given the cost of hardware provisioning. Claims for documented hardware defects will be evaluated case by case within the first 72 hours.
› Web and Systems Development: This policy does not apply. Governed by the service contract signed between the parties.

⚠ Microsoft 365 — NO RIGHT TO REFUND: Microsoft 365 licenses are non-refundable under any circumstances once activated, since Terranode incurs non-recoverable costs with Microsoft from the moment of activation. By purchasing Microsoft 365, the client expressly accepts this condition.

Once the applicable guarantee period has elapsed, no refunds will be granted except in the exceptional cases described in section 5.

3. Conditions to Request a Refund

For a refund request to be valid, all of the following conditions must be met:


› The request must be submitted within the applicable guarantee period
› The service must be a first-time purchase (does not apply to renewals)
› The client must not have requested a previous refund for the same service type
› The service must not have been used to violate the Terms and Conditions
› There must be no active dispute, chargeback or claim with the financial institution
› The reason for the refund must be legitimate and documentable

4. Request Process

4.1 Step 1 — Prior contact. Before requesting a refund, the client must contact the support team via a ticket at my.terranode.net to attempt to resolve the problem. Terranode commits to responding within a maximum of 24 business hours.


4.2 Step 2 — Formal request. If the problem cannot be resolved, the client must open a support ticket with the subject "Refund Request" including: account or invoice number, service involved, purchase date, detailed reason for the request, and evidence of the problem if applicable.


4.3 Step 3 — Review. Terranode will review the request and notify its decision within a maximum of 7 business days.


4.4 Step 4 — Processing. Approved refunds will be processed via the same payment method used in the original purchase within 5 to 15 additional business days, depending on the financial institution.

5. Exclusions — No Right to Refund

Refunds will not be granted in the following cases:


› Domains: The registration, transfer and renewal of domain names are non-refundable under any circumstances, due to the non-reversible nature of the process with the registries.
› Renewals: Renewed services (second purchase onward) are not covered by the money-back guarantee.
› Previous refund: If the client has already received a refund for the same service type, they may not request another under this policy.
› Policy violations: Services suspended or terminated for violating the Terms and Conditions or the Acceptable Use Policy.
› Active chargebacks: If the client has initiated a dispute or chargeback with their financial institution, the direct refund request is automatically invalidated.
› Excessive resource use: Suspensions for excessive use of CPU, RAM or bandwidth.
› Client negligence: Data loss, security problems or outages caused by the client's own actions or omissions.
› Development services: Web/systems development projects once started, unless expressly agreed in writing.
› Microsoft 365: Microsoft 365 licenses are non-refundable under any circumstances once activated. Terranode cannot recover these costs from Microsoft. This exclusion is absolute and non-waivable.
› Other third-party software licenses: Including but not limited to cPanel licenses or other software already activated.
› Planned downtime: Service interruptions previously announced for maintenance.

6. Exceptions and Special Cases

Terranode may consider exceptions to the standard policy in the following cases, at its sole discretion and with adequate documentation:


› Verified hardware failure on dedicated servers that prevents use of the service for more than 48 continuous hours, with no alternative solution offered
› Terranode billing error resulting in a duplicate or incorrect charge
› Total inability to activate the service for reasons attributable exclusively to Terranode, persisting for more than 72 hours from purchase

In these exceptional cases, Terranode may offer, at its election: a total or partial refund, an equivalent credit to the client's account, or an extension of the service period.

7. Service Cancellation

The client may cancel any service at any time from the client panel (my.terranode.net) or via support ticket. Cancellation:


› Does not generate an automatic refund for unused time outside the guarantee period
› Stops automatic billing at the next cycle
› Results in loss of access to the service at the end of the paid period
› May result in the permanent deletion of stored data

It is recommended to export all data before proceeding with cancellation.

8. Chargeback Policy

If the client initiates a chargeback or dispute with their financial institution without having first exhausted the refund request process described in section 4:


› All of the client's active services will be immediately suspended
› The client will lose the right to request a direct refund under this policy
› Terranode will submit evidence of the service provided to the payment processor and the financial institution to contest the chargeback
› An administrative fee of up to USD 25 per chargeback initiated may be applied

Terranode understands that chargebacks may result from card fraud. In such cases, the client must notify us immediately to coordinate an appropriate solution.

9. Account Credits

In some cases, instead of a monetary refund, Terranode may offer equivalent credits to the client's account, applicable to future services. Account credits have no monetary value outside the Terranode platform, are non-transferable, and expire 12 months from the date they are granted.

10. Modifications to this Policy

Terranode reserves the right to modify this Refund Policy at any time. Modifications take effect upon publication on the website. Clients with refund requests in progress will be governed by the version of the policy in force at the time the service was purchased.

11. Contact

To request a refund or for inquiries related to this policy:


Client Panel: https://my.terranode.net

Email: [email protected]

Phone: +593 99 819 7150

Guayaquil, Ecuador


The support team is available 24/7.

Need to request a refund?

Open a support ticket and our team will assist you within 24 business hours.

Open Ticket