> ## Documentation Index
> Fetch the complete documentation index at: https://docs.edbb.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Cancellation & Refund Policy

> Request a refund within 24 hours of purchase, or choose a free one-time location change if you selected the wrong VPS location.

## VPS Cancellation and 24-Hour Refund Policy

If you have recently purchased a VPS, you may request a refund within **24 hours** of the original purchase, provided your order meets the eligibility requirements outlined below.

***

## Alternative to refund: location change

If your VPS was ordered within the last **24 hours** and the only issue is that you selected the wrong location or you would like to change the server to another location, you may not need a refund.

Instead, you can request **one free location change**, allowing you to:

* Move your VPS to another available location.
* Keep your current VPS plan.
* Keep your existing billing cycle.
* Avoid placing a new order.

<Info>
  A free location change replaces the refund option. Once a location change has been completed, the VPS is no longer eligible for a refund.
</Info>

***

## Step 1 — Cancel the Service

<Info>
  You can cancel a VPS at any time from the <a href="https://my.edbb.com/clientarea.php" target="_blank" rel="noreferrer">EDBB Control Panel</a>. If you intend to request a refund, select <strong>Cancel Immediately</strong> so the service is terminated right away.
</Info>

Need a refresher? Follow the dedicated [Cancel a VPS guide](./cancel-a-service).

***

## Step 2 — Check Refund Eligibility

<CardGroup cols={2}>
  <Card title="✅ Eligible for Refund">
    <ul>
      <li>VPS ordered within the last 24 hours</li>
      <li>No promo codes, special bundles, or traffic add-ons applied</li>
      <li>No prior refund within the past 12 months</li>
      <li>Service cancelled immediately (not end-of-term)</li>
      <li>Account in good standing with no AUP violations</li>
    </ul>
  </Card>

  <Card title="❌ Not Eligible for Refund">
    <ul>
      <li>More than 24 hours have passed since the original order</li>
      <li>Promo codes, traffic add-ons, or plan upgrades were used</li>
      <li>A refund has already been issued to the same customer within the last 12 months</li>
      <li>The VPS has been suspended for abuse or policy violations</li>
      <li>A free location change has already been completed for the VPS</li>
    </ul>
  </Card>
</CardGroup>

***

## Step 3 — Contact EDBB Support

<Steps>
  <Step title="Prepare your details">
    Gather your VPS primary IPv4 address, Support PIN, invoice number, and purchase time.
  </Step>

  <Step title="Submit your refund request">
    Contact us through the portal messenger or email <strong>[support@edbb.com](mailto:support@edbb.com)</strong>. Include the information below and mention that you're requesting a refund under the 24-hour refund policy.

    ```text theme={"system"}
    Subject: 24-hour refund request – VPS cancellation

    Hello EDBB Support,

    I cancelled my VPS and would like to request a refund under the 24-hour refund policy.

    VPS IPv4: 203.0.113.42
    Invoice #: 123456
    Order time: 2025-04-12 09:30 UTC
    Support PIN: 1AB23
    Payment method: Visa ending 1234

    Thank you,
    <Your name>
    ```
  </Step>

  <Step title="Wait for confirmation">
    We'll review your request to confirm eligibility. If approved, we'll issue a credit note where required and refund the original payment method. Cryptocurrency refunds are processed in accordance with the Crypto Travel Rule and may require additional wallet information.
  </Step>
</Steps>

Processing times depend on your payment provider. Card refunds usually appear within a few business days, while cryptocurrency refunds depend on blockchain confirmation times and the payment provider's processing schedule.

***

## Additional Information

* Refund requests must be submitted within **24 hours** of the original purchase.
* Only **one refund request** is permitted per customer within a rolling 12-month period.
* Refunds are not available for services purchased using promotional pricing, discount codes, special bundles, traffic add-ons, plan upgrades, or services that have already been relocated using the free location change option.
* Requests missing the required service information may delay processing.