Tovanix Refund Policy
The Tovanix Refund Policy defines eligibility, proration rules and settlement timeframes per business line:
- Cloud servers: time-based billing — refunds are prorated for unused time back to your account balance; consumed usage is settled at actual rates
- Domain registration / renewal: orders accepted by the registry are irreversible; orders that fail due to platform issues are refunded in full
- Subscription services (proxy, SMTP plans, dedicated mailboxes): refunded pro rata for remaining full billing cycles; the active cycle is non-refundable
- Virtual cards: card balances can be returned to your account balance at any time; issuance fees are non-refundable, and balances settle automatically on card closure
- On-chain transactions (multi-chain payments / TRON energy): blockchain transactions are irreversible — confirmed orders are settled per actual on-chain execution
- Account balance: unspent deposits can be refunded via the original payment route after security verification, minus channel fees
Submit a support ticket from the console to request a refund — our team responds within 24 hours, and every step of the process is logged and auditable.
Tovanix Refund Policy
Effective Date: May 20, 2026 · Last Updated: October 4, 2026
This Refund Policy is established by Astrenix Inc. (File #20261586266 · 1500 N GRANT ST STE R, Denver, CO 80203, US), the operating entity of Tovanix, and applies to all paid services you use on the Tovanix platform.
Ironclad Rules of Precedence
1. The module-specific refund rules for each business module (see Part II) take precedence over the general rules set forth in this Policy
2. Where, in the same circumstance, a general rule conflicts with a module-specific rule, the module-specific rule shall prevail
3. Matters not covered by the module-specific rules fall back to the general rules
4. In the event of a conflict between this Policy and the Tovanix Terms of Service, this Refund Policy shall prevail
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Part I: General Refund Policy
I. Basic Principles
1. Top-ups are not purchases: Funds credited to your Tovanix account are held as account balance in the nature of prepaid service fees and do not constitute a purchase of goods; consumer return policies applicable to physical goods, such as the seven-day no-questions-asked return, do not apply
2. Instant delivery of services: Most Tovanix services are digital services delivered instantly; once consumed and deducted, the service is deemed to have been fully delivered
3. Fair pricing: All pricing is based on the price displayed in the console at the time the order is placed; subsequent price adjustments shall have no retroactive effect
4. Basis for refunds: Refunds are provided only in respect of unconsumed balances or service anomalies caused by the fault of the platform
II. Refundable Circumstances
| Circumstance | Handling |
|---|---|
| Unconsumed top-up balance | May be refunded to the original top-up channel (less on-chain gas fees / channel handling fees) |
| Service failure caused by platform fault | Compensated to your balance pro rata under the SLA, or refunded according to the loss caused by the failure |
| Duplicate charges or billing errors | The overcharged amount will be refunded in full |
| Products proactively discontinued by the platform | Purchased but unconsumed portions refunded pro rata |
| As required by law | Handled in accordance with applicable law |
III. Non-Refundable Circumstances
| Circumstance | Description |
|---|---|
| Consumed service fees | Digital services are deemed delivered once consumed and are no longer refundable |
| Erroneous crypto-asset transfers | On-chain assets sent to a wrong address / wrong network cannot be recovered (an inherent characteristic of blockchains) |
| Account suspension due to your breach of the Terms of Service | Balances of violating accounts are frozen pending investigation and are not refundable |
| Funds suspected of money laundering / sanctions involvement | Handled in accordance with the Anti-Money Laundering and Compliance Policy; funds are frozen pending regulatory disposition |
| Cryptocurrency market price fluctuations | You bear market risk yourself |
| Subjective dissatisfaction where the service was duly delivered | Once a digital service has been delivered, subjective preference does not constitute grounds for a refund |
| Consequential losses caused by third-party upstream failures | Only direct service fees are compensated; indirect losses are not compensated (see Article 9 of the Terms of Service) |
IV. Refund Process
1. Initiate a request: Log in to the console → Ticket Center → Create a ticket (select "Refund Request" as the category)
2. Submit materials: order number, refund amount, reason for the refund, and necessary supporting evidence (screenshots / logs / on-chain hash)
3. Review: We will complete the initial review within 3 business days; complex cases may be extended to 10 business days
4. Refund execution: The refund will be executed within 5 business days after approval
5. Arrival time: The actual arrival time depends on the refund channel you select
V. Refund Channels and Fees
| Original Top-up Method | Refund Method | Fee |
|---|---|---|
| USDT-TRC20 | Returned via the original route in USDT-TRC20 | On-chain gas fee (approx. $1–2) |
| USDT-ERC20 | Returned via the original route in USDT-ERC20 | On-chain gas fee (based on real-time gas at the time of the order) |
| USDC / TRX / BTC / ETH | Returned via the original route | On-chain gas fee |
| Other cryptocurrencies | Returned via the original route in the top-up currency | On-chain gas fee |
Fees are borne by the user. Small balances insufficient to cover gas fees (< $5) may be accumulated or, upon request, retained in the account.
VI. Dispute Resolution
If you disagree with the outcome of a refund review, you may appeal through the following channels:
1. Second appeal: Reply "Appeal" in the ticket, and the compliance team will conduct a re-review
2. Legal contact: Send an email to [email protected] (subject prefix [Refund Dispute])
3. Judicial channels: Handled in accordance with Article 12 "Governing Law and Dispute Resolution" of the Terms of Service
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Part II: Module-Specific Refund Rules for Each Business Module
Where a module-specific rule conflicts with the general rules, the module-specific rule in this Part shall prevail.
I. Tovanix Pay On-Chain Payment Collection
| Circumstance | Rule |
|---|---|
| Handling fees (payment collection service fees) | Fees for executed transactions are non-refundable (the service has been fully delivered) |
| Payments made to you by your payers | Whether to refund the original payer is at your sole discretion; the platform does not proactively intervene in such refunds |
| On-chain gas fee subsidies | Non-refundable (already converted into on-chain transaction fees) |
| API call fees | Consumed portions are non-refundable |
| Frozen orders | Orders frozen for risk-control reasons may, after compliance review, be unfrozen or disposed of as prescribed |
II. Multi-Chain Instant Exchange (Swap / Convert)
| Circumstance | Rule |
|---|---|
| Once a swap transaction is executed | Irrevocable and non-refundable (on-chain settlement has already occurred) |
| Received amount lower than expected due to slippage | Non-refundable (the slippage parameters were confirmed by you when placing the order) |
| Funds not received due to on-chain failure | Funds are returned via the original route, less on-chain gas fees |
| Swap service fees | Service fees for executed transactions are non-refundable |
| Platform quotation errors | In the case of a manifest quotation error by the platform (e.g., an exchange rate deviating from the market by ≥ 10%), the platform reserves the right to cancel the transaction and make up the difference or issue a refund at fair market value |
III. TRON Energy Rental
| Circumstance | Rule |
|---|---|
| Energy already delegated | Cannot be cancelled midway; non-refundable |
| Delegation failure | Full refund to your account balance |
| Unconsumed after delegation | Due to the nature of the TRON chain, energy occupies platform resources once delegated; refund requests on the ground that the energy was "not fully used" are not supported |
| Fee-payment (gas sponsorship) failure | Full refund of the service fee plus on-chain gas fees |
IV. Virtual Credit Cards (VCard)
| Circumstance | Rule |
|---|---|
| Card issuance fee | Once a card has been issued, non-refundable (the card has been generated and the upstream provider has already billed) |
| Unused card balance | May, upon request, be transferred back to your Tovanix balance (less upstream repatriation fees, typically $1–3) |
| Frozen by card-network risk control | Funds on the card are disposed of under the rules of the upstream card network; the platform merely relays the outcome |
| Merchant chargebacks | The return of funds depends on the outcome of the card network's investigation, typically 30–90 days |
| Monthly / annual fees | Monthly / annual fees already charged are non-refundable; auto-renewal may be disabled from the following month |
| Balance loaded onto a card | Amounts already loaded onto a card cannot be unilaterally withdrawn and must be recovered through a merchant refund or the card-closure process |
| Card closure | The card is frozen after the request; where cancellation review is enabled, human approval is required first. Once cancellation is executed, the refundable balance is reclaimed and returned to your Tovanix balance at the platform-configured crediting time. Actual crediting depends on confirmed reclamation and the refund status |
V. Cloud Server
| Circumstance | Rule |
|---|---|
| Monthly / annual billing | A refund may be requested within 7 days of initial activation (the used portion is deducted pro rata on an hourly-billing basis); mid-term refunds are not supported after 7 days |
| Pay-as-you-go (per second / per hour) | Consumed portions are non-refundable; prepaid credit is refundable |
| Suspension due to abuse risk control | Resources suspended for violations are non-refundable |
| Platform-initiated migration / retirement of instance types | Purchased but unconsumed portions refunded pro rata |
| Snapshot / backup / image storage fees | Storage fees already incurred are non-refundable |
| Add-on IPs / domains / SSL | Non-refundable once purchased (all are indivisible digital goods) |
VI. SMS Verification + Dedicated Mailboxes
| Circumstance | Rule |
|---|---|
| SMS / email successfully received | Non-refundable (delivery has been completed) |
| Verification code not received after ordering | For an ordinary SMS order, cancellation may be requested 3 minutes after ordering if no code has arrived. After cancellation is confirmed, the amount actually paid is refunded in full to your platform balance. Ordinary orders that expire after 20 minutes without a code are handled by automatic cancellation and refund processing. Same-number renewals do not follow ordinary-order cancellation and refund rules |
| Received successfully but the verification window was missed by the user | Non-refundable |
| Dedicated mailbox monthly rent | Prepaid monthly rent is non-refundable; the service stops automatically upon non-renewal at expiry |
| Email forwarding quota | Used portions are non-refundable; unused monthly quota does not roll over to the following month |
VII. SMTP Aggregation API
| Circumstance | Rule |
|---|---|
| Sending quota | Non-refundable once purchased |
| Sending failures (upstream bounces) | Subject to the upstream ESP's response; the platform refunds the quota only where the upstream provider issues a full refund |
| Sending suspended by risk control | Accounts suspended for violations are non-refundable |
| Monthly subscription fee | Monthly subscriptions already charged are non-refundable; renewal may be disabled from the following month |
VIII. Proxy Subscriptions (Proxy)
| Circumstance | Rule |
|---|---|
| Data packages (per GB) | Non-refundable once activated |
| Monthly subscriptions | A full refund may be requested within 24 hours of activation, provided data usage is < 1 GB; otherwise, the used portion is deducted pro rata |
| Node instability | For instability on a single node, you may contact support to switch nodes; refunds are not issued for individual lines |
| Suspension due to abuse risk control | Non-refundable |
IX. AI API Relay
| Circumstance | Rule |
|---|---|
| Token consumption deductions | Deemed consumed once the upstream API is called; non-refundable |
| Upstream 5xx errors with no tokens deducted | No charge is applied automatically; no request is needed |
| Requests failing midway due to network interruption | Tokens already forwarded upstream are settled according to the upstream provider's actual billing; no duplicate refunds |
| Key monthly subscriptions | Monthly subscriptions already charged are non-refundable |
| Top-up balance (unconsumed) | Subject to the general refund rules; may be returned via the original route |
| Model retirement due to upstream policy changes | Purchased but unconsumed portions refunded pro rata or converted into quota for other models |
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Part III: Special Circumstances
I. Platform Incidents
In the event of the following major platform incidents, we will proactively initiate compensation according to the incident severity level:
| Severity | Impact | Compensation |
|---|---|---|
| P0 | Platform-wide unavailability > 30 minutes | 200% of the day's service fees credited to balance |
| P1 | Single business module unavailable > 1 hour | Compensation of 100% of the day's service fees for that module |
| P2 | Performance degradation > 50%, lasting > 30 minutes | Compensation of 30% of the day's service fees for that module |
| P3 | Single-feature malfunction | Handled case by case; contact support |
Incident compensation is calculated automatically based on the SLA and historical payment volume and is proactively credited to your account balance, without any request from the user.
II. Force Majeure
Service interruptions caused by the following force majeure events are non-refundable:
War, natural disasters, or governmental actions
Blockchain network forks, congestion, or attacks
Upstream service providers absconding, being sanctioned, or unilaterally terminating cooperation
Outages of the overall internet backbone
III. Consolidation Clause
Where refunds arise from your concurrent use of multiple business modules, each module is calculated independently, and the refunds are consolidated and returned to your account balance or the original channels.
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Part IV: Refund Cooling-Off Period (for Eligible Users)
For EU / UK users, pursuant to GDPR Recital 26 and the Consumer Rights Directive 2011/83/EU:
You may cancel unconditionally within 14 days of first activating a paid subscription, provided that no service has actually been used during that period
If any service has been used (an API call initiated, an SMS received, a card issued, etc.), you are deemed to have waived the cooling-off right
How to apply: select "GDPR Cooling-Off Cancellation" in the Ticket Center
For users in California, USA, pursuant to the California Consumer Protection Code:
These apply in parallel with the general refund rules above; whichever is more favorable to the user shall prevail
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Part V: Contact and Appeals
Refund tickets: Log in to the console → Ticket Center → Create a ticket (category "Refund Request")
Dedicated refund email: [email protected] (subject prefix [Refund])
Operating entity: Astrenix Inc. (File #20261586266)
Registered office address: 1500 N GRANT ST STE R, Denver, CO 80203, United States
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This Policy constitutes an integral and inseparable part of the Tovanix Terms of Service; your continued use of Tovanix services constitutes your acceptance of this Policy.
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