Offered a free IP replacement, then denied the problem existed
I ordered a VPS in the Poland location in July 2026. The server worked correctly for the first few days, then Google started resolving the IP as Russian, which made it unusable for my intended purpose. All other geolocation databases continued to show Poland correctly, but Google uses its own internal data.
I opened a support ticket within 72 hours of activation. The next day, support offered in writing to replace the IP with one from a different range at no cost, and asked me to confirm. I confirmed immediately. Over the following day I was repeatedly told the change was "in motion."
Then they retracted the offer, stating they "do NOT offer an IP-address replacement service," and cited their 3-day refund window as expired. That window had passed while I was waiting for them to deliver the fix they promised.
When I requested a refund, they acknowledged eligibility and asked me to delete the service first. When I asked for written confirmation of the amount, they escalated, then closed the ticket and refused the refund, claiming "the IP address is as expected" despite having offered to replace it two days earlier.
Their refund policy includes a processing fee of €3.00 + 14% of the transaction. On a small payment this fee nearly equals or exceeds the refund, making it effectively zero.
The company could improve by not making promises they cannot keep, not closing tickets while a refund request is active, and waiving the processing fee when the refund request was made within the eligible window.