SLA & Refund Policy

Last updated: 1 January 2026

1. Uptime SLA

We guarantee 99.9% network and power availability for our infrastructure each calendar month, measured at our network edge. This represents a maximum of approximately 43 minutes of qualifying downtime per month. Availability is monitored continuously and published on our status page.

2. Service credits

If we fail to meet the uptime guarantee in a given month, you are eligible for service credits applied to a future invoice, calculated on the monthly fee for the affected service:

99.0% – 99.89% uptime: 10% credit
98.0% – 98.99% uptime: 25% credit
95.0% – 97.99% uptime: 50% credit
Below 95.0% uptime: 100% credit

Credits are the sole and exclusive remedy for any availability shortfall and may not exceed the monthly fee for the affected service.

3. SLA exclusions

The uptime guarantee does not apply to downtime caused by:

Scheduled maintenance announced in advance.
Factors outside our reasonable control, including force majeure events.
Your own actions, software, configurations or applications.
Suspension due to non-payment or violation of our acceptable use policy.
Denial-of-service attacks exceeding contracted mitigation capacity.

4. Support policy

All plans include 24/7 technical support via ticket and live chat. Target first-response times are:

Critical (service down): within 30 minutes.
High (major impairment): within 2 hours.
Normal (general issues): within 8 hours.
Low (questions, requests): within 24 hours.

Managed and enterprise plans carry enhanced, contractually defined response commitments.

5. Refund policy

We offer a 7-day money-back guarantee on new VPS plans. If you are not satisfied within the first 7 days of your initial VPS order, contact billing for a full refund of the base plan fee. Please note:

Dedicated servers, custom builds and setup or licensing fees are non-refundable due to the dedicated hardware allocated.
Add-on services, additional IPs and one-time fees are non-refundable.
Renewals are non-refundable; cancel before renewal to avoid charges.
Refunds are not available where an account has been suspended or terminated for abuse or policy violations.

6. Cancellation

You may cancel any service from your dashboard or by contacting billing. Cancellations take effect at the end of the current billing cycle, and the service remains available until that date. No partial-month refunds are issued for cancellations outside the money-back window.

7. How to claim

To request a service credit or refund, contact billing@tradecorptech.com within 30 days of the event. Include your account details and, for SLA claims, the dates and times of the affected period. We will review and respond promptly.