Scope
This policy governs all purchases through Joy's console, API or order forms. It applies alongside the Terms of Service and respects local consumer protections that cannot be waived.
1. Wallet top-ups
Unused wallet funds are refundable within seven days to the original payment method, on request through a support ticket. "Unused" means nothing has been spent from the top-up. After seven days, or once any part has been spent, the balance is non-refundable but never expires. Credit from gift cards, promotions or service credits cannot be refunded as cash.
2. Provisioned services
Servers, licences, add-ons, network services and CDN usage that have been provisioned are not refundable, whether used or not, except in the circumstances below. Joy reserves capacity and resources when a service is created.
3. When a refund is due
- Joy failed to deliver, or the service was unusable because of a fault on our side that was not resolved within 24 hours: full refund
- Monthly availability fell below 99 % and SLA credits are insufficient: a discretionary refund may be offered
- Duplicate charges: refunded automatically or on request
- A price increase before renewal: the prepaid period at the new rate is refunded
- Statutory consumer withdrawal rights apply: honoured accordingly
4. Refund method
Refunds go to the original payment method where the provider supports it. Cryptocurrency payments are refunded as wallet credit at the USD value paid. Small amounts, or refunds a provider cannot process, become wallet credit in USD, applied immediately on request.
5. Processing time
We decide refund requests within 3 business days and issue approved refunds immediately. Payment processors then take 5–10 business days to show the refund on a statement; UPI is usually faster. Currency-conversion differences are borne by the customer for discretionary refunds; Joy absorbs them where we failed to deliver.
6. Non-refundable
- Services suspended for a policy violation or non-payment
- Unused time from early cancellation of a term
- Consumed bandwidth, CDN egress and other usage
- Domain names, third-party licences and marketplace items
- Setup fees and custom hardware once work has begun
7. Chargebacks
Contact us before starting a chargeback; most issues are resolved within a day. A chargeback suspends the related services until it is resolved and, if found to be without merit, may lead to account closure and recovery of costs.
8. How to request
Open a billing ticket with the invoice number or top-up reference, the amount and the reason. Include the server hostname if applicable. You will have a decision within three business days.