Frequently Asked Questions

Do you offer refunds?

Only in very specific circumstances. For more information see the refund policy.

How am I billed

Service charges are deducted from your account balance. By default, you add funds manually; automatic payments require a payment agreement or subscription that you have explicitly authorized. Recurring credit card payments are unavailable. See how billing and payment methods work for details.

What is the difference between Pay-As-You-Go (PAYG) and Monthly?

Monthly services have a fixed price which includes a specific amount of clean bandwidth for the month.
With Pay-As-You-Go services you are billed incrementally (every few minutes) for both the lease of the IP and clean bandwidth consumed. There is a minimum fee of 1 hour for PAYG services. The billed amount is accurate to the nearest minute after the first hour has elapsed. PAYG services can be cancelled at any time provided there is no current mitigation action.

What forms of Payments do you accept?

We accept payment through PayPal, Stripe (Credit Cards) and BitPay (Bitcoin). Visa & Mastercard can be processed through PayPal or Stripe.

Can I pay via Subscription?

Yes, where offered, you can explicitly authorize a PayPal billing agreement or subscription for automatic payments. The payment schedule follows the agreement you approve; ordinary account-balance billing does not authorize automatic payments from a payment provider. Recurring credit card payments are unavailable.

When cancelling a service, check whether its payment agreement or subscription also needs to be cancelled to avoid further payments. See the billing guide.

Can I pay in advance?

Yes you can load your account balance with any value as necessary.

How do I use this coupon code?

If applicable to a service a coupon box is available in the order dialog.

What happens if my Monthly service becomes overdue?

If your Monthly service is overdue, that is that there is insufficient funds in your account to renew your service we will notify you as such. In your account you may choose to be notified 15, 7 and/or 1 day before invoice due date. If the bill is not paid within 24-hours for PAYG & Trials, 3-days for Monthly services, or 7-days for Monthly services with Billing Agreements then the service will be terminated.

More Flexible terms are available on demand. Contact Support for more information.

What happens if I have insufficient funds to renew my PAYG service?

If you have insufficient funds for renewal your service will be placed into a overdue (suspended) state for 24-hours until funds are added. If the service is not funded within 24-hours it will be terminated.

What are the requirements for a trial?

To qualify for a trial service you must:

• Have used Paypal to load atleast $1 into your account.
• Have an account balance at time of purchase of $1, this will act as a deposit - your account will not be charged.
• Have not received a trial service at any time in the past, on this account or any other.