AdaptGroup Cloud Services Refund Policy

Last updated: October 22, 2026

1. Provider and Scope​

The service provider is AdaptGroup LLC, a company registered in Wyoming, USA, registration number 2026-002012463. Address: 30 N Gould St Ste R, Sheridan, WY 82801, USA.

This Policy sets out the refund terms for the following AdaptGroup cloud services:

• VPS · Shared CPU;
• VDS · Dedicated CPU;
• dedicated servers;
• additional IP addresses;
• additional traffic;
• backup services, including automatic and manual backups;
• Adapt Mail email services.

The Policy applies to services ordered directly from AdaptGroup, through Cloud API, Cloud Bots, and partners. For orders placed through a partner, it governs settlement between AdaptGroup and that partner. Settlement between the partner and the end customer is governed by the partner's terms and applicable law.

This Policy does not establish refund rules for other AdaptGroup products or modules.

2. Refund Method and Balance​

An approved refund is credited to the balance from which the relevant service was paid. For Cloud API orders, this is the integration balance.

Refunded funds may be used to pay for services available from that balance. A refund credit does not constitute a payment to a bank card, bank account, cryptocurrency wallet, or other external payment instrument.

Withdrawal of an unused balance and refunds of top-ups solely because the customer stops using the service are not provided. This rule does not exclude correction of erroneous or duplicate charges or refunds required by applicable law.

3. Undelivered Services and Erroneous Charges​

If a paid order reaches a final unsuccessful outcome and the service was not provided, the amount charged for that order is refunded in full.

If AdaptGroup cancels an order before delivering the service, the amount charged for it is also refunded in full.

Where a duplicate charge for a single operation is confirmed, the extra charge is refunded. Where an incorrect amount was charged, the excess is refunded; where there was no basis for the charge, the entire amount is refunded.

A preparing, pending, or processing status does not by itself mean that the service will not be delivered. A connection error or lack of a response also does not establish non-performance: the actual outcome of the order is checked before a refund is issued.

If the service supports cancellation before execution begins and confirms that cancellation, payment is refunded to the original balance. Preparation or provisioning that has already begun may make such cancellation technically unavailable.

A confirmed automatic refund does not require a separate request. If an expected refund has not arrived, the customer should contact support.

4. Voluntary Cancellation of a Provided Service​

Where a service has been properly provided, voluntary cancellation does not entitle the customer to a refund for the remaining paid term.

This rule applies, in particular, when deleting a server or mailbox, releasing an IP address, disabling a backup service, deleting backups, ceasing to use the service, or changing plans.

Stopping a server, having no workload, or leaving paid resources unused does not pause the paid term or create a right to a refund.

The unused portion of a properly provided additional traffic package is not refundable.

Releasing an IP address and detaching it from a server while retaining it in the customer's profile are different actions. A retained address remains a separately paid service.

5. Service Renewals​

Manual renewals and automatic renewals performed in accordance with the customer's settings pay for the next service term.

If the customer forgot to disable automatic renewal or decided to stop using the service after renewal, the renewal payment is not refundable.

This restriction does not apply to a confirmed charging error or an unfulfilled renewal. Such cases are handled under Section 3.

6. Ordinary Outages and SLA Compensation​

Compensation for the unavailability of virtual and dedicated servers is governed by the applicable AdaptGroup Infrastructure Service Level Agreement — SLA.

A rental extension provided under the SLA is not a monetary refund or a balance credit. Request deadlines, compensation calculations, and exclusions are determined by the SLA itself.

The server SLA does not automatically apply to email or other separate services. Order fulfilment errors for those services are handled under this Policy and the relevant service terms.

7. Force Majeure​

7.1. Circumstances and Notification​

For the purposes of this Policy, force majeure means extraordinary circumstances beyond AdaptGroup's reasonable control that could not reasonably have been foreseen when the obligation was accepted and whose effects could not reasonably have been avoided or overcome, where they directly prevent the service from being provided.

Such circumstances may include a data centre fire, flood, earthquake, other natural disasters or catastrophes, and other events meeting these conditions. The name of an event alone does not automatically establish force majeure. An ordinary technical fault does not, by itself, qualify.

After receiving confirmed information, AdaptGroup reports the affected services, known consequences, and actions being taken through available notification channels without undue delay. If the restoration time is not yet known, this is stated explicitly.

7.2. Restoration or Replacement​

AdaptGroup takes reasonable steps to restore the service or offers an equivalent replacement. Changes to the location or material service specifications are agreed with the customer.

Once the service is restored or an agreed replacement is provided, the paid term is extended by the confirmed period of unavailability at no additional charge.

Providing a replacement is not a promise to recover lost data. Data recovery is considered separately, taking account of available backups and the relevant service terms.

7.3. Termination and Refund​

If the service has not been restored and an agreed equivalent replacement has not been provided within seven calendar days from the start of confirmed unavailability, the customer may terminate the affected service and receive a balance refund for the period not provided.

If AdaptGroup confirms earlier that neither restoration nor an equivalent replacement is possible, the customer may request termination and a refund without waiting for the seven days to expire.

The refund is calculated from the start of confirmed unavailability until the end of the paid term, based on the amount actually paid for that term, including any discounts. The portion of the service already provided before the incident is not refunded. For a service with a fixed paid term, the calculation is proportional to the duration of the period not provided within that term.

If a separately paid operation was not performed at all, the full refund rule in Section 3 applies.

7.4. Relationship to Other Compensation​

Refunds of service payments and claims for the value of lost data, lost profits, or other damages are considered separately. This Policy does not provide automatic compensation for such losses and does not exclude liability that cannot be limited under applicable law.

The same period of unavailability is not compensated by both a payment refund and a term extension. If SLA compensation has already been provided for that period, it is taken into account when agreeing a refund or extension under this section.

8. Orders Through Partners​

AdaptGroup refunds a partner only the amount actually charged by AdaptGroup for the relevant service or operation. The partner's markup, additional services, and obligations to the end customer are not included in that amount.

A refund to an integration balance or another partner settlement balance does not mean that the end customer has already received a refund. The partner handles settlement with the customer independently.

For payment issues concerning an order placed with a partner, the customer should contact that partner's support. The partner may refer the request to AdaptGroup where necessary.

9. Submitting and Reviewing a Request​

A request under this Policy must be submitted within 30 calendar days after the disputed charge or the grounds for a refund arise. SLA compensation requests are subject to the separate deadlines in the SLA itself.

The request must include:

• the service through which the order was placed;
• the order or service identifier;
• the date and amount of the disputed charge, if the request concerns payment;
• the reason for the request and available supporting evidence;
• for a partner, the organization or integration identifier.

Passwords, complete API keys, and other secrets are not required to submit a request.

AdaptGroup reviews the request and communicates its decision within 10 business days of receipt. If information is missing, support asks for the necessary clarification.

An approved refund is credited to the relevant balance within three business days after the decision. Automatic refunds may be processed sooner.

For these deadlines, business days are Monday through Friday, excluding US federal holidays. The request deadline in this section does not shorten mandatory periods for exercising rights under applicable law.

10. Violations of Service Terms​

If a properly provided service is permanently terminated for a confirmed violation of the Acceptable Use Policy — AUP — no refund is given for the remaining term, except where required by law.

A temporary access restriction pending review does not, by itself, confirm a violation. Erroneous charges are considered separately regardless of any access restriction.

11. Mandatory Rights and Contacts​

This Policy does not restrict customer rights or AdaptGroup obligations that cannot be excluded or limited by contract under applicable law. Where the law requires a different refund procedure or method, that mandatory procedure applies.

Requests concerning orders paid directly to AdaptGroup and requests from partners are accepted:

• by email: [email protected];
• on Telegram: @adapt_support.

Related documents:

• Infrastructure Terms of Service;
• Service Level Agreement — SLA;
• Acceptable Use Policy — AUP;
• Cloud API Terms of Service;
• Cloud Bots Terms of Service;
• Adapt Mail Terms of Service.

All infrastructure documents