Matrix Streamline sells cloud servers (VPS) through the client panel at my.matrixstreamline.com (“we”, “us”). This policy explains which payments can be refunded, how to cancel a server and what happens when a renewal is not paid. It forms part of our Terms of Service. If we change it, the date at the top of this page changes too, and the version in force when you made a payment applies to that payment.
In short: once a server has been delivered, what you paid for it is not refunded, including renewals and part-used months. Unused wallet balance is refundable on request. Duplicate or mistaken payments are always refunded. If we cannot deliver a server you paid for, you choose between a full refund and wallet credit.
Server charges
Each server is a digital service. We start building it as soon as your payment is confirmed and it is usually ready within minutes, as described in our Shipping & Delivery Policy. A server counts as delivered once it shows as ready in your panel with its IP address and login details available.
From that point, payments for that server are not refundable. This covers:
- the first month and any one-time setup fee charged with the order;
- each renewal month, once its invoice has been paid;
- unused days when you cancel or stop using a server partway through a month (we do not refund part months);
- a server we suspend or terminate because it broke our Terms of Service or Acceptable Use Policy.
Please check the plan, location and operating system before you pay. If you chose the wrong operating system, you can rebuild the server from its page to any other one your plan offers. A rebuild erases the disk, so copy anything you need first.
Orders we could not deliver
Occasionally a server cannot be built after payment. Our team can retry a failed build or offer you an alternative. If we cannot deliver your server within a reasonable time, or you would rather not wait for a fix, you choose between:
- a full refund of what you paid for that server, including any setup fee and GST, to your original payment method; or
- wallet credit for the same amount, which you can use straight away for another server.
If you paid from your wallet, the money goes back to your wallet, and you can then ask for it to be refunded as described under Wallet balance. If an order covered several servers and only some were delivered, this applies to the ones that were not.
A failed build shows as failed on your order page. If that happens, or your server is not ready long after payment, open a ticket in the Billing department with your order number and tell us whether you want a refund or wallet credit.
Wallet balance
Money you add to your account wallet stays there until you spend it on our services. You can ask for any unused balance to be refunded at any time. We return it to the payment method you originally used, minus any fee the payment gateway charged on that payment and does not return to us.
Free credit we add as a goodwill gesture or promotion can be spent on our services but is not paid out. Credit that stands for money you paid us, such as a refund you chose to take as wallet credit, can be refunded like any other balance.
How to ask for a refund
- Sign in and open a ticket in the Billing department, or email billing@matrixstreamline.com from the email address on your account.
- Tell us the amount you want refunded and, if you have them, the invoice numbers or payment references.
- We reply to confirm the amount we will refund, including any gateway fee deducted, before we send it.
How long it takes
Refunds are processed through the payment gateway that took your original payment (we currently accept online payments through Cashfree). Once we approve a refund, it is processed within 7–10 business days. How soon the money then shows in your account depends on your bank, card issuer or UPI app.
If your original payment method can no longer receive a refund, for example because the card has been closed, tell us in your request and we will agree another way to return the money to an account in your name.
Duplicate or mistaken payments
If you are charged twice for the same invoice, or a payment is taken from you in error, we refund the extra amount in full to your original payment method, with no gateway fee deducted. If you prefer, we can add it to your wallet instead.
A second payment for an invoice that is already paid is not added to your wallet automatically, so please tell us about it: open a ticket in the Billing department with the invoice number and the payment references.
If money has left your bank account but the invoice in your panel still shows as unpaid, send us the date, the amount and the payment reference from your bank or UPI app. If the payment reached us, we will apply it to the invoice or refund it, as you prefer. If it did not, we will help you take it up with the payment gateway.
Cancelling a server
You can cancel a server at any time. To cancel:
- Turn off Renew automatically each month on the server’s page in your panel. No further renewal invoices are raised for it.
- Open a ticket asking us to cancel the server. Turning off renewal stops new invoices but does not remove the server by itself.
The server keeps running until the end of the period you have already paid for, and we remove it then. If you want it removed sooner, say so in your ticket; the unused days are not refunded. A server with renewal turned off is not covered after its paid period ends, and we may suspend or remove it at any time after that date.
If a renewal invoice was raised before you turned off renewal, you do not need to pay it. Mention it in your ticket and we will cancel it. An invoice left unpaid follows the timeline under Unpaid renewals.
When a server is removed, its disks are deleted and its IP address is released. This cannot be undone. We do not keep backups of your server, so copy any data you need before the end date.
An order you have not paid for has not started: you owe nothing for it, and you can ask us to cancel its invoice.
If you also want your account closed, say so in your ticket. Any unused wallet balance can be refunded as described above, and our Privacy Policy explains what happens to your data.
Unpaid renewals
Servers are billed monthly. Each server has a due date, one month after it was delivered and every month after that. With automatic renewal on, this is what happens to a renewal invoice:
| When | What happens |
|---|---|
| 7 days before the due date | We raise the renewal invoice and email it to you. |
| On the due date | The invoice is due. Pay it from your wallet or online in the Billing section of your panel. |
| More than 3 days after the due date | If the invoice is still unpaid, the server is stopped and suspended. Your data is kept, and paying the invoice switches the server back on. |
| More than 14 days after the due date | If the invoice is still unpaid, the server is terminated: its disks are deleted and its IP address is released. The server and its data cannot be recovered. |
We email reminders before and after the due date, and we email you when a server is suspended or terminated. A renewed month always runs from the original due date, so time a server spends suspended is not added back or refunded.
Please do not pay a renewal invoice for a server that has already been terminated. If you do by mistake, we treat it as a mistaken payment and refund it.
Chargebacks and disputes
If you think a charge is wrong, please contact us before you raise a dispute or chargeback with your bank, card issuer or the payment gateway. It is usually the quickest way to put a billing problem right.
If you file a chargeback, we may suspend the servers and the account linked to that payment until it is resolved. To respond to it, we share the records of your order, its delivery and your use of the service with the payment gateway or bank handling the dispute.
Taxes on refunds
Our prices exclude GST, which is added to each invoice at 18%. When we refund all or part of an invoice that included GST, we refund the GST charged on that amount as well and, where GST rules require it, issue a credit note against the original invoice.
Wallet top-ups are deposits, so no GST is charged on them; it is charged on the invoices you later pay from your wallet. Refunding unused wallet balance therefore involves no GST.
Contact us
For refunds, cancellations and other billing questions:
- Open a ticket in the Billing department from your panel. This is usually the quickest way, because we can see your account and invoices straight away.
- Email billing@matrixstreamline.com from the address on your account.
If you are not satisfied with how we handled a refund or billing complaint, 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.
All our contact details are on the Contact us page. Disputes about this policy are handled as set out in our Terms of Service, under the laws of India and the courts at New Delhi, India.