Billing & Account16 articles

Invoices, refunds, suspensions and who is allowed to open a ticket.

Payment Held for Manual VerificationWhat to do if your payment triggers a verification hold due to VPN, proxy, or geographical discrepancies.2 min read Strict 48-Hour Refund PolicyRefund eligibility window rules, infrastructure requirements, and clear policy exclusions.2 min read Account Suspension & Data Deletion TimelineLearn when servers are suspended for non-payment and when files are permanently wiped from disk.1 min read SLA (Uptime Guarantee) Compensation GuideHow uptime percentages are calculated, compensation tiers, and how to request credit.1 min read Strict Account Ownership & Third-Party SupportSupport ticketing authorization rules and restrictions regarding developer or staff access.1 min read Support Ticket Conduct & Duplicate PolicyProper ticket etiquette, priority spamming rules, and right of admission.1 min read Payment Processing & Setup DelaysEstimated timeframes for transaction validation and automated server deployment.1 min read Unmanaged Support LimitationsUnderstanding what support covers (hardware/network) and what is user responsibility.2 min read Upgrading your plan, and how the price is worked outWhat proration means in practice, and how to know an upgrade will actually help.2 min read The timeline from invoice to permanent deletionThe dates that matter, and the one day where the outcome stops being reversible.2 min read Cancelling a service without losing your worldThe order to do it in, and the one step nobody remembers until it is too late.2 min read A payment did not go through: what to checkThe ordinary reasons a card or PayPal payment is declined, and what to do about each.2 min read What you are actually paying forPlans are sold by memory, and understanding why explains most pricing questions.2 min read What an uptime figure actually measuresWhy the number on a status page and your experience can honestly differ.2 min read Never being surprised by a renewalFour small things that mean an invoice is never the reason a server goes down.2 min read Running more than one service on one accountTwo servers, or one server split — the difference in what you get and what you pay.2 min read