Quick answer
Does Velumhold refund web hosting?
Yes, in the cases this page lists. If we cannot deliver a hosting account, or it goes down and support cannot bring it back, the days it was out of service return to your balance. Balances do not expire. Money on the balance is not paid back out unless the law requires it, with one exception: if part of a top-up was paid only to reach the minimum and is still unspent, ask within 30 days of payment and it comes back in USDT or USDC. Credited days land on your Velumhold balance, and asking for them takes no KYC.
1. In which cases are days credited back?
A credit is owed in exactly two cases:
- We cannot deliver the hosting account. For example, we cannot create it after your payment is confirmed. No account is made, and the days you paid for return to your balance.
- The account goes down and support cannot bring it back. Every day it was out of service returns to your balance. A day is worth the price of the term divided by the number of days in it, so one thirtieth of the price for a 1-month term.
Here is how that rule plays out in the situations we see most.
| Situation | Outcome |
|---|---|
| You order a plan and we cannot create the account | No account is made. The whole price stays on your balance, ready for another plan or location. |
| Your account is ready within 24 hours of the confirmed payment | Nothing to credit: this is the normal delivery time. |
| Your account on a 1-month term goes down for 6 of its 30 days, and support cannot bring it back | The 6 days return to your balance: 6/30 of the price of the term. |
| Your account goes down and support brings it back | No credit under this policy: it applies when support cannot bring the account back. |
| You stop using the account in the middle of a term | No credit. The term is paid. |
| Your account is suspended for breaking the acceptable use policy | No credit: suspensions for breaking the rules fall outside the two cases. |
| The term ends and the balance cannot cover the next one | The sites stop, the files are kept for 7 days, then deleted. Nothing more is charged, and nothing is credited. |
2. Where do credited days end up?
Once support confirms the case, it adds the credit, in US dollars, to your Velumhold balance. Credit on your balance does not expire and renews any of your hosting accounts.
You can spend that balance on any plan from the pricing page, in any location.
3. Which part of a top-up can come back to you in crypto?
Yes, one part: the amount paid only to reach the $25 minimum. If you ask within 30 days of the payment and that amount has not been spent, we send it back in USDT or USDC. The rest of any top-up stays as balance, and it is paid out only where the law requires it.
That part exists when an order costs less than the minimum top-up. You then top up the minimum, and the difference between the minimum and what the order needed is the part paid only to reach it.
| Top-up | Paid back to you in USDT or USDC |
|---|---|
| The minimum, made to pay an order that cost less than the minimum | The difference between the minimum and the price of the order, if you ask within 30 days and have not spent it. |
| More than the minimum, to pay a larger order | Nothing: the whole amount was needed for the order. |
| A top-up made without ordering anything | Nothing: all of it is regular balance, and it does not expire. |
| The same difference, already spent on a renewal | Nothing: the amount must be unspent. |
| A request sent 45 days after paying | Nothing: the 30 days have passed, and the money stays on the balance as credit. |
4. How do I claim a refund?
Refund requests are made by email alone, and not one of them asks for ID or documents.
Email support
Write to [email protected] with "Refund request" as the subject. If your account has an email address, write from that one.
Point to the payment
Give the domain name of the hosting account and the payment's transaction ID (TXID). Leave your account number out. Nobody from our team will ever ask for your account number, your control panel password or your private SSH key, by email or in a chat.
Say what you are claiming
For days of an account that went down, describe the outage. For the minimum top-up part, add the USDT or USDC address that should receive it, with its network.
Wait for the reply
A person answers support emails within 12 hours, seven days a week, including help with DNS records, WordPress, email accounts and moving a site in.
5. What cannot be refunded?
- Money on your balance from top-ups, apart from the minimum part in section 3 or a payout the law requires.
- Unused days of a term you stop using.
- Days of an account suspended under the acceptable use policy.
- Files deleted after the 7 days, once a term has ended without a renewal.
- Blockchain fees paid on your transfers.
- Payments from addresses on sanctions lists: they are not credited.
- Coins sent to the wrong address or on the wrong network, since nobody can reverse a blockchain transfer.
6. Is there a free trial?
No free trial: the smallest plan, Tulle, costs $3.56 for one month, or $2.49 a month on the yearly term. No setup fee is added: the price of the term you pick is what you pay, at the first order and again at each renewal. Credits follow the cases of section 1 only, so check a plan's limits before you pay. They are listed on the pricing page.
7. Can a crypto payment be charged back?
No. Once the blockchain confirms a payment it stays final, so a crypto payment has no chargeback. The cases on this page are the only route to a credit or a payout, and requests go by email to [email protected]. This policy is part of the terms of service.
8. Changes to this policy
This policy carries the date 2 November 2026 and may be updated. Whichever date sits at the top of the page marks the version in force, and a new version applies to payments made from its date onward.