Return policy
How returns work for services, hardware and marketplace purchases from Joy Services.
This policy explains what "returning" a Joy product means and how to do it. It forms part of the Terms of Service; money matters are covered in the Refund policy and faulty goods in the Replacement policy.
1. Digital services
Cloud servers, dedicated servers, network services, CDN, storage and licences are delivered digitally and cannot be "returned" in the physical sense. Returning a service means cancelling it:
- Hourly services — destroy the server from the console or API. Metering stops at the next hour boundary. There is nothing else to do.
- Services with a billing cycle — cancel from the server's Billing tab or disable auto-renew. The service runs until the end of the paid term and is then terminated; you may also request immediate termination.
- Network services under an order form — give notice as stated in the order (normally 30 days); minimum terms apply.
Cancellation itself is always free. Whether any money comes back is governed by the Refund policy: unused wallet top-ups within 7 days, and services we failed to deliver, are refundable; otherwise a provisioned service is not.
2. Hardware bought from Joy
Where Joy sells you hardware outright (a custom build delivered to you, or equipment from Joy's own stock) you may return it within 14 days of delivery if it is unused, in its original condition and packaging, with all accessories. Open a ticket to Sales to obtain a return authorisation before shipping. Return shipping is at your cost unless the item was misdescribed or faulty, in which case the Replacement policy applies and we arrange collection. Custom-built or configured-to-order hardware is not returnable unless faulty.
3. Colocated hardware
Hardware you colocate with us remains yours. When colocation ends you may collect it in person (by appointment) or have it shipped at your cost; we will de-rack and pack it for a remote-hands fee. Equipment not collected within 60 days of the end of service may be treated as abandoned after written notice.
4. Marketplace purchases
Marketplace sales are between buyer and seller; Joy is not the seller. Returns are as agreed between the parties. For escrow transactions the buyer has 7 days from delivery to confirm or dispute; a dispute pauses release of funds and is decided by the marketplace team under the Marketplace Agreement.
5. Gift cards
Unredeemed gift-card codes can be returned (cancelled) within 7 days of purchase for a refund to the original payment method. Redeemed codes cannot be returned.
6. How to start a return or cancellation
- For servers: use the Destroy or Cancel action on the server page. You will be asked to type the hostname to confirm.
- For everything else: open a ticket to Billing (services) or Sales (hardware) stating what you are returning and why.
- We confirm the cancellation or issue a return authorisation within one business day.
7. Data
Terminating a service deletes its data within 30 days and releases its IP addresses. Export anything you need before cancelling; we cannot recover data after deletion.
8. Timelines at a glance
| Item | Return / cancellation window | What you get back |
|---|---|---|
| Hourly server | any time (destroy) | metering stops; nothing to refund |
| Monthly / annual server | any time (cancel) | runs to end of term; see Refund policy |
| Unused wallet top-up | 7 days | refund to original method |
| Hardware sold by Joy (stock) | 14 days from delivery, unused | refund less return shipping |
| Custom-built hardware | only if faulty | repair or replacement |
| Unredeemed gift card | 7 days | refund to original method |
| Marketplace escrow purchase | 7 days from delivery to dispute | decided by the marketplace team |
9. Questions
If you are unsure which policy applies, open a ticket to Billing and describe what you bought and what you want to do; we will tell you the options before you cancel anything. Nothing in this policy limits rights that consumer law gives you and that cannot be excluded.