24-Hour Provider-Side Issue Money-Back Guarantee

1. Policy Principle & Eligibility Window

VajraClouds stands behind its infrastructure, including Intel Xeon, AMD EPYC and AMD Ryzen 9 compute nodes. You may request a refund within 24 hours of service activation or initial payment confirmation if a reproducible service failure directly attributable to VajraClouds-controlled infrastructure or provisioning materially prevents the purchased service from functioning as advertised.

2. Covered Provider-Side Issues

Refunds under this guarantee are granted exclusively for reproducible provider-controlled failures, including:

• Provisioning Failure: A paid server order fails to deploy and cannot be provisioned by our automated outbox queue or operations engineers within 2 hours.
• Hardware / Node Outage: Sustained hypervisor failure, physical node downtime, or hypervisor network degradation attributable to VajraClouds infrastructure exceeding SLA limits during the first 24 hours.
• Specification Mismatch: Allocated RAM, vCPU cores, or NVMe storage materially differ from the purchased plan catalog specifications and cannot be rectified by staff.

3. Evidence & Submission Requirements

Because this is an evidence-based provider-side guarantee, the client must submit actionable proof alongside the request:

1. Order Reference: Order ID (e.g. VJC-ORD-XXXXX) and Server ID/UUID if assigned.
2. Timestamp of Occurrence: Approximate time the issue occurred.
3. Diagnostic Evidence: Console error logs, crash snippets, or screenshots demonstrating that provider infrastructure failed.
4. Internal Verification: Our engineering staff correlates the report against Pterodactyl daemon logs, node hypervisor telemetry, and Path.net DDoS scrubbing metrics to verify the provider-side cause.

4. Clearly Documented Exclusions (Non-Refundable)

Refunds will not be issued for issues outside of VajraClouds' operational control, including:

• User Configuration Errors: Server crashes resulting from incompatible add-ons, corrupted application files, syntax errors in configuration, or custom scripts installed by the client.
• User-Caused Out-Of-Memory (OOM): Crashes resulting from allocating insufficient RAM for excessive modpacks (e.g. running 250+ heavy Forge mods on a 2GB entry plan).
• Customer File Operations: Accidental deletion of worlds, player data, or server configuration files by client users or sub-users.
• Third-Party Network / ISP Failures: Local ISP routing issues, personal VPN latency, or third-party DNS propagation delays outside VajraClouds BGP borders.
• Acceptable Use Policy (AUP) Violations: Any server terminated or suspended for outbound DDoS attacks, crypto mining (Monero/BTC), malware distribution, or port scanning is permanently disqualified from refunds.
• Subscription Renewals: Recurring 30-day renewals are non-refundable once billed. Subscriptions can be canceled at any time prior to the renewal date with zero lock-in.

5. Ticket Review & Settlement Window

How refund requests are investigated and settled:

• Support Response: Submit a ticket via Support Desk selecting the Billing, Invoices & Refunds department. Staff acknowledges within 15–30 minutes.
• Transparent Decision: Our billing lead reviews the technical logs and provides an explanation directly in the ticket thread.
• Settlement Timeline: Approved refunds are reversed via the original payment gateway (Razorpay, Cashfree, or UPI) within 3 to 5 business days depending on your bank's processing cycle.
• Zero Deletion Invariant on Review: Server files and world saves are not instantly wiped upon ticket submission; instances remain safely intact throughout the dispute review.

6. Legal Rights Notice

This policy is governed by applicable Indian consumer protection regulations and payment aggregator standards. This policy does not limit or exclude any statutory rights that cannot lawfully be excluded under Indian consumer law.