Matrix Streamline sells cloud servers (VPS) through the client panel at my.matrixstreamline.com. This page explains how and when you receive what you pay for: new servers, renewals and wallet top-ups. It forms part of our Terms of Service.
Nothing is shipped
Everything we sell is a digital service delivered online. We don’t sell or ship physical goods, so there are no shipping or courier charges, no delivery address is needed and there is no parcel to track.
You pay the amount shown in your order summary: the plan price, any one-time setup fee listed on the plan, and GST at 18%. The address in your profile is used only on your invoices.
When delivery starts
We start building your server as soon as the payment for your order is confirmed. Nothing is built, and nothing is charged, while the invoice is unpaid.
- Wallet payments are confirmed instantly, as long as your balance covers the full invoice.
- Online payments through Cashfree are confirmed once the payment gateway reports the payment as successful. You pay using the methods the gateway offers, such as UPI, cards and net banking.
An unpaid order stays in your panel until you pay it or it is cancelled.
Delivery times
Times are counted from the moment your payment is confirmed.
| What you buy | Typical delivery |
|---|---|
| New Linux server | Within a few minutes |
| New Windows server | Up to about 20 minutes, while Windows finishes its own first-boot setup |
| Renewal of a running server | Immediately: the server keeps running and its next due date moves forward by one month |
| Wallet top-up | Credited instantly once the gateway confirms the payment |
These are typical times, not guarantees. While a server is being built, your order page shows each step as it happens, so you can follow its progress.
Your first month starts on the day the server is delivered, not the day you paid. Renewal invoices are raised 7 days before the due date. If a server was suspended because a renewal went unpaid, paying the invoice switches it back on automatically, usually within a few minutes. A renewal that stays unpaid leads to suspension more than 3 days after the due date and termination more than 14 days after the due date, when the server and its data are deleted.
How you receive your server
When the build finishes, the server appears in your client panel and we email a “Your server is ready” message to the address on your account. Both give you:
- the server’s IP address;
- the username: root for Linux or Administrator for Windows;
- the password;
- how to connect: SSH for Linux, Remote Desktop (RDP) for Windows.
Your server counts as delivered once it shows as ready in your panel with its login details available. The login details stay on the server page if you need them again, so you can still connect if the email is slow to arrive or lands in your spam folder.
The email contains your password. Change it after your first login. If you change it inside the server, the panel keeps showing the old one, so store the new password yourself.
Delays and failed builds
A build can occasionally take longer or fail, for example because:
- the location you picked ran out of free capacity between your order and the build;
- there is a technical problem on the host machine or the network;
- the order needs a manual check by our team before it is built;
- the payment gateway is slow to confirm your payment.
A failed build step is retried automatically. If the build still can’t finish, your order page shows it as failed and we look into it. We will contact you by email or support ticket and, depending on the cause, either:
- deliver the server as soon as the problem is fixed;
- offer you the same plan in another location, or a comparable plan; or
- if you would rather not wait, or we can’t deliver within a reasonable time, refund the order in full or credit it to your wallet, whichever you choose, as set out in our Refund & Cancellation Policy.
You won’t pay for a server we could not deliver. You don’t have to wait for us either: if a Linux server isn’t ready within 30 minutes, or a Windows server within an hour, open a ticket with your order number and we’ll check on it.
Wallet top-ups
You can add ₹100 to ₹2,00,000 at a time from the Wallet page, paid online through Cashfree. The amount is credited to your wallet as soon as the gateway confirms the payment, and we email you a receipt.
A top-up does not carry GST itself. GST at 18% is charged on the server invoices you later pay from your wallet.
If money has left your bank account but your wallet or invoice hasn’t been updated, open a billing ticket with the date, the amount and the payment reference from your bank or UPI app. We’ll check with the gateway and either credit the payment to your account or arrange for it to be returned. Duplicate or mistaken charges are always refunded. Unused wallet balance can be refunded on request; see the Refund & Cancellation Policy.
Invoices and receipts
Every order, renewal and top-up has an invoice in Indian rupees. All your invoices are under Billing in the client panel, where you can view and print them at any time.
We email you when a renewal invoice is raised, send reminders before and after its due date, and email a receipt each time a payment is received. If you add your company name, billing address and GSTIN to your profile, they appear on your invoices.
Questions about delivery
For anything about a build, a payment or an invoice, open a support ticket from your panel and include your order or invoice number. You can also email support@matrixstreamline.com, or billing@matrixstreamline.com for billing questions. All our contact details are on the Contact us page.
If you are not satisfied with how we handled a delivery problem, write to our Grievance Officer at support@matrixstreamline.com. We acknowledge every grievance within 48 hours and resolve it within 30 days of receiving it.