Refund Policy
We want you to pay only for what you use. This Refund Policy explains how and when we issue refunds for charges made by D.Soft LLC ("Hermesita") through our merchant of record, Paddle.com Market Ltd ("Paddle").
1. Hourly-prorated refunds on server deletion
When you delete a server in the dashboard, we automatically issue a refund equal to the unused portion of the current billing period, calculated to the hour:
refund = monthly_price × (hours_remaining_in_month / total_hours_in_month)
Concrete example:
- You create a $24/month server at the start of a 30-day month.
- 10 days (240 hours) later, you delete it.
- 720 - 240 = 480 hours unused.
- Refund:
24 × (480 / 720) = $16.00, processed via a Paddle adjustment.
The refund is calculated and submitted to Paddle at the moment you click delete in the dashboard. No support ticket is needed.
2. When refunds typically settle
Paddle processes the adjustment within 1 business day. The refund then takes a further 5–10 business days to appear on your statement, depending on your card issuer or payment method. PayPal and digital wallets are usually faster than credit cards.
3. Failed provisioning
If a server fails to provision (e.g. due to a DigitalOcean outage, network failure, or a bug on our end) and never reaches the running state, we will refund the entire first month's charge automatically — not the prorated amount. Get in touch through your account dashboard if this happens and the refund hasn't arrived within 24 hours.
4. Other refund situations
We will consider full or partial refunds in the following situations on a case-by-case basis:
- Material outages of the Hermesita Service that prevented you from using your servers.
- Unauthorized charges (we'll need to verify with you and may ask for ID verification through Paddle).
- Duplicate charges caused by a bug on our side.
Contact us through your account dashboard with the invoice number and what happened. We respond within 2 business days and typically resolve refund requests within 5 days of confirmation.
5. Non-refundable
The following are not refundable:
- The platform service fee for time you actively used a server.
- Charges for past billing periods (months that completed before deletion).
- Servers terminated for violations of our Terms of Service.
6. Chargebacks
Please contact us through your account dashboard before initiating a chargeback with your bank. Most disputes are resolved within a day or two by email and don't require involving your card issuer. Chargebacks filed without prior contact may result in suspension of your account.
7. Contact
Refund-related questions can be sent through your account dashboard.