Service Policy & Responsibility Agreement

A. Cancellation Policy

We believe in flexibility and transparency. Our cancellation policy is designed to be fair and straightforward:

Cancel Anytime: Cancel Anytime: You may cancel your VPS service at any time through your account dashboard or by contacting our support team via WhatsApp, Telegram, or email.
Service Continuation: Service Continuation: Upon cancellation, your service will remain active until the end of your current billing cycle. You retain full access to your VPS during this period.
No Partial Refunds: No Partial Refunds: Refunds for unused time within a billing cycle are not provided unless exceptional circumstances apply. Each case is reviewed individually by our management team.
Data Retention: Data Retention: After service termination, your data will be retained for 7 days. We strongly recommend backing up all critical data before initiating cancellation.

B. Refund Policy

Our refund policy ensures fairness for both our customers and our business operations:

7-Day Limited Refund Window: 7-Day Limited Refund Window: A full refund may be requested within 7 days of initial purchase if the service fails to meet the advertised specifications or if NovaCloud experiences a service failure that prevents deployment.
Exclusions: Exclusions: Refunds are not applicable for issues caused by customer misconfiguration, unauthorized software installations, or misuse of the service in violation of our acceptable use policy.
Used Compute Time: Used Compute Time: Refunds do not apply to compute time that has already been consumed. Any refund will be prorated based on actual usage.
Refund Processing: Refund Processing: Approved refunds are processed within 5-10 business days and returned to the original payment method.

C. Responsibility Model

Understanding the division of responsibilities ensures a clear and productive relationship. Our services are offered under two management models:

Self-Managed VPS

With a self-managed VPS, you have full control and full responsibility for your server environment. NovaCloud ensures the underlying infrastructure remains operational.

Customer Responsibilities

Operating system configuration and updates
Security patches and firewall configuration
Data backups and disaster recovery
Application security and software installation
SSL certificates and domain configuration

NovaCloud Responsibilities

Physical hardware maintenance
Network infrastructure uptime
Hypervisor and virtualization layer
DDoS protection at network edge
Power and cooling infrastructure

Managed VPS

With a managed VPS, NovaCloud takes on additional responsibilities to reduce your operational burden and ensure optimal server performance.

NovaCloud Responsibilities

Basic system maintenance and OS updates
Security patches and vulnerability management
24/7 server monitoring and alerting
Basic incident response and troubleshooting
Performance monitoring and optimization advice

Customer Responsibilities

Application-level configuration and deployment
Business logic and custom software management
Providing timely access credentials
Compliance with acceptable use policy