Legal

Refund policy.

All orders are final. A refund is only considered within 24 hours of activation, and only when a verifiable technical fault with the provisioned VPS is demonstrated. This policy is published in compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

Last updated: 10 October 2025
Key term
All sales are final

Once payment clears and the VPS instance is provisioned, the order is considered fulfilled. We do not offer refunds for change of mind, unused capacity, plan downsizing, or subjective performance expectations.

Key term
24-hour technical-fault window

A refund may be considered only if a verifiable technical fault with the provisioned VPS is reported within 24 hours of first activation — after that window the order is locked in for the billed cycle.

Key term
Burden of proof on the customer

The reported fault must be reproducible and substantiated with logs, diagnostics or packet captures from the VPS. Our NOC must be able to confirm the fault is ours, not upstream networks, client software, broker APIs or user configuration.

1. All orders are final

Bellglobal VPS, HFT and dedicated-server plans are billed in advance and provisioned on infrastructure reserved specifically for your account. Once payment is settled and your VM instance is deployed on the hypervisor (IP allocated, RDP / SSH credentials issued, hostname set), the order is treated as fulfilled under our terms of service. Subject to Clause 10 (statutory rights), Bellglobal does not offer refunds for:

  • Change of mind, buyer's remorse, or shifting business priorities
  • Unused capacity, unused days in a billing cycle, or partial-month cancellations
  • Plan downsizing, resizing, or migration to a lower-tier SKU
  • Subjective performance expectations (e.g. "my EA feels slow" without supporting metrics)
  • Third-party software incompatibilities — MT4/MT5 builds, cTrader plug-ins, broker APIs, custom DLLs, scripts, or proprietary platforms
  • Broker-side latency, broker rejections, or slippage — these are properties of your broker's matching engine, not the VPS
  • Loss of access caused by customer misconfiguration, weak passwords, or self-inflicted firewall / ACL changes

2. 24-hour technical-fault window

A refund will be considered only when both of the following are satisfied:

  1. A support ticket is raised within 24 hours of first activation (activation is defined as the timestamp at which the hypervisor reports the VM as "running" and credentials are dispatched to the account email).
  2. A verifiable, reproducible technical fault with the provisioned VPS is demonstrated and attributable to infrastructure under Bellglobal's direct control.

Tickets filed after the 24-hour window, or tickets that cannot be substantiated, will be handled under the standard support policy — not the refund policy.

3. What counts as a qualifying technical fault

A qualifying fault must be isolated to Bellglobal infrastructure — hypervisor, host hardware, datacenter network, or our managed services stack. Typical examples:

  • VM unreachable on the provisioned IP for more than 30 consecutive minutes, confirmed by both the customer and our NOC
  • Persistent packet loss (>2% sustained over 15 minutes) on the upstream network, confirmed by MTR / traceroute from multiple vantage points
  • Hardware fault in the host node (CPU, memory, NVMe, NIC) that degrades resource allocation and cannot be remediated by live migration
  • Resource delivery shortfall — CPU cores, RAM, or NVMe IOPS materially below the advertised specification, demonstrated with standard benchmarks (e.g. Geekbench, CrystalDiskMark, fio)
  • Hypervisor-level instability causing repeated unscheduled reboots of the VM during the 24-hour window

Faults outside this scope — including ISP issues on the customer side, DNS misconfiguration, broker-API downtime, EA logic errors, or MetaTrader build bugs — are not covered.

4. Proof required

The onus of demonstrating a qualifying fault is on the customer. Acceptable evidence:

  • Full Windows Event Viewer export (System + Application) covering the fault window
  • Uptime monitoring logs from an independent third-party probe (e.g. UptimeRobot, Pingdom, StatusCake)
  • MTR / WinMTR or traceroute output taken from at least two geographically distinct clients
  • Benchmarks comparing delivered vs. advertised CPU / RAM / disk — raw output, not screenshots of averages
  • Packet captures (pcap) for network-level claims where feasible
  • The ticket ID under which the fault was first reported

Our NOC performs an independent reproduction from within the datacenter. If root cause is established as an upstream provider issue, client-side issue, or a configuration issue on the customer's VM, the refund claim is declined and the case is closed under the support policy.

5. What is explicitly non-refundable

  • Set-up fees (₹250 where applicable) — consumed at provisioning
  • Open Algo VPS plans — activation is preceded by environment bootstrap (OpenAlgo install, broker-API key wiring, Python/runtime provisioning), which consumes operator time that cannot be recovered
  • Dedicated servers and HFT Gold plans — hardware is procured and racked on your behalf
  • Orders terminated for AUP violation (spam, malware, DDoS origination, cryptojacking, illegal mining, etc.)
  • Third-party licences and domain registrations we purchased on your behalf
  • Renewal invoices — only the original first-activation invoice is eligible for the 24-hour window

6. SLA service credits (separate from refunds)

If Bellglobal misses a monthly uptime SLA, the shortfall is credited automatically to the next invoice under support policy §4. Service credits are not refunds, cannot be withdrawn as cash, and do not extend or reset the 24-hour refund window.

7. How to file a 24-hour refund request

  1. Open a priority ticket from the client portal (or email [email protected]) within 24 hours of activation — use the subject line REFUND REQUEST · <invoice no.>.
  2. Attach the evidence listed in §4. Requests without diagnostics will be returned for completion — the 24-hour clock does not pause while evidence is gathered.
  3. Our NOC acknowledges within one business hour and completes independent verification within 48 business hours.
  4. If the fault is validated, the eligible portion of the original invoice is refunded to the original payment instrument within the timelines in Clause 8.
  5. If the fault is not validated, the ticket is closed and the case is handled under the standard support policy.

8. Payment-method timelines (where refund is approved)

Refunds approved under this policy are processed to the original payment instrument, in line with Reserve Bank of India guidelines on digital payment reversals. Indicative timelines:

  • Card (Visa / Mastercard / RuPay / Amex): refund initiated within T+1 business day of approval; 5–7 business days for the issuer to credit the statement
  • UPI: refunded to the originating VPA within 3 business days of approval
  • Net banking: refunded to the originating account within 7 business days of approval
  • International wire: refunded net of bank charges, 7–14 business days of approval

GST treatment. Where a refund is approved, a credit note will be issued under Section 34 of the Central Goods and Services Tax Act, 2017 and the corresponding GST component will be reversed on our next return. Tax invoices and credit notes are available from the client portal.

9. Grievance redressal — as required by the Consumer Protection (E-Commerce) Rules, 2020

If you are not satisfied with the handling of a refund request, you may escalate to our Grievance Officer. The Grievance Officer is appointed pursuant to Rule 4(5) of the Consumer Protection (E-Commerce) Rules, 2020 and Rule 3(2) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.

  • Name: Grievance Officer, Bellglobal
  • Email: [email protected]
  • Postal address: Bellglobal, Bangalore, Karnataka, India
  • Acknowledgement: within 48 hours of receipt
  • Resolution target: within 30 days, in line with Rule 4(5)(c)

10. Statutory rights preserved

Nothing in this policy limits or overrides the rights that you are entitled to as a "consumer" under the Consumer Protection Act, 2019 (including the right to seek redress before the District, State or National Consumer Disputes Redressal Commissions), the Sale of Goods Act, 1930, or the Information Technology Act, 2000. If any clause of this policy is held to be inconsistent with a mandatory provision of Indian law, that clause will be read down to the minimum extent necessary for compliance, and the remainder of the policy will continue in effect.

This policy is not a waiver of statutory warranties. It is a good-faith description of the commercial terms on which Bellglobal offers refunds voluntarily, on top of your statutory rights.

11. Governing law and jurisdiction

This policy is governed by the laws of India. Commercial disputes are subject to the exclusive jurisdiction of the courts at Bangalore, Karnataka, save that nothing in this clause prevents a customer qualifying as a "consumer" under the Consumer Protection Act, 2019 from instituting proceedings before a Consumer Disputes Redressal Commission having territorial jurisdiction under Section 34 of that Act.

12. Questions

For billing questions, write to [email protected]. For unresolved grievances, escalate to [email protected]. General enquiries can use the contact form. We answer every refund enquiry within one business day.