# Refund Policy

> Basalthold refund policy for storage servers: downtime days come back as balance, failed drives are swapped free, the minimum top-up rule. Crypto, no KYC.

- URL: https://basalthold.com/refunds/
- Last updated: 2026-11-02
- Publisher: Basalthold (https://basalthold.com)

When lost days on a Basalthold storage server are credited, how a dead drive fits in, and the small share of a top-up we can return in stablecoins.

**Quick answer — Does Basalthold refund storage servers?**

In two cases, as balance. If we fail to deliver a server, or it breaks and support cannot repair it, the days it was down go back to your balance. A balance never expires. Top-ups are not paid out unless the law requires it; the part paid only to reach the minimum top-up can be returned on request within 30 days of payment, in USDT or USDC, if it has not been spent. We pay credits into your Basalthold account balance rather than to a wallet. Claiming takes an email, never an ID or a document.

## 1. When do days come back?

Only two events produce a credit:

- **Case 1, no delivery.** Your payment is confirmed but the hold cannot be prepared, for instance because no machine of that type is free in your city. Nothing gets built; the money you paid remains on your account as balance.
- **Case 2, a breakdown support cannot fix.** The hold stops and support cannot bring it back. We credit every day it stayed down. One day is worth the term's price over the term's length: a thirtieth of the 30-day price, for example.

The examples below apply the two cases.

| What happens | Result |
| --- | --- |
| Hold 100 ordered at $377.05; when the payment confirms, your city has no such machine free | Case 1: the whole $377.05 waits on your balance for another hold or city. |
| Your Hold 40 is handed over three days after you paid | No loss: the paid days start at handover. |
| Your Hold 160, paid $561.39 for 30 days, runs 20 days, then a fault stops it for good | Case 2: the 10 days without service return as balance, 10/30 of $561.39. |
| Your Hold 24 on a 12-month term ($932.31) dies on day 300 and cannot be repaired | Case 2: 65 days return, 65/365 of $932.31. |
| You cancel a Hold 24 after 9 days | No credit. The drives are wiped and the unused days go with the machine. |
| A hold is suspended for farming Chia plots | No credit. Breaking the rules forfeits the days left. |
| The term ends while auto-renew is off or the balance is short | The hold stops, its drives wait 7 days, then they are wiped. No charge follows, and no credit. |

## 2. What does a failed drive change?

A failed data drive is a repair, not a refund case. When a drive fails, open a ticket: the team has it replaced at no cost, and rebuilding the array on the new drive is up to your setup.

- **If your layout has parity** (RAIDZ2, RAID 6, a mirror), the hold keeps running during the swap. It was never down, so no day is credited, and the drive costs you nothing.
- **If the hold itself stops** and support gets it running again, that is a repair, not case 2.
- **If support cannot get it running again,** case 2 applies from the day it stopped.
- **The data on a drive used alone** dies with that drive, and no credit replaces it. A storage server is not a backup of itself: we keep no copy of your data anywhere else, so a second copy in another place stays your job.

How long the array then takes to rebuild depends on drive size: see [RAID rebuild time with large drives](https://basalthold.com/raid-rebuild-time/ "Rebuild and resilver times, calculated from sourced figures").

## 3. Where does a credit go?

Once support has confirmed the case, the credit lands on your Basalthold balance in US dollars. Credit on your balance does not expire and renews any of your servers. When a top-up is only made to reach the minimum, the unspent part comes back on request within 30 days of payment, in USDT or USDC. The rest of a balance is not paid out unless the law requires it.

You can spend it on any hold of the [pricing page](https://basalthold.com/pricing/ "Four holds and their prices per 30 days"), in any open city, or on renewing a hold you already have.

## 4. Which part of a top-up can come back in crypto?

Just one slice: the amount you sent only to reach the $25 minimum. Claim it within 30 days of the payment and, provided it is still unspent, it is paid back in USDT or USDC. The remainder of any top-up is account balance, which we pay out solely when a law obliges us to.

This slice exists because of how checkout works. An order asks for what your balance lacks, but never less than $25; when the gap is smaller, the surplus lands on your balance. That surplus is the refundable slice.

| Top-up | What can return in USDT or USDC |
| --- | --- |
| $25 sent to renew a hold when your balance lacked less than that | The minimum less the shortfall, claimed inside 30 days and still unused. |
| A larger top-up for the same renewal | The same amount as the row above; anything sent beyond the minimum counts as regular balance. |
| $561.39 sent for a new Hold 160 with an empty balance | Nothing: no part of it was added just to reach the minimum. |
| A top-up made without any order | Nothing; the full amount is regular balance. |
| A claim made 45 days after paying | Nothing: the 30 days have passed. The money stays on your balance, which never expires. |

## 5. How do I claim?

Claims go by email. No ID, no selfie, no documents.

1. **Write to support** — Email support@basalthold.com with the subject "Refund claim". If your account has an email, send it from that one.
2. **Name the payment** — Your order reference plus the transaction ID let us find it. Keep your account number out of it. Nobody from our team will ever ask for your account number, your root password or your private SSH key, by email or in a chat.
3. **State the case** — For lost days, give the hold's IP address and when it stopped. For the minimum-top-up part, add the receiving USDT or USDC address and name the network it lives on.
4. **Get the reply** — A person answers support emails within 12 hours, seven days a week, including help with SSH keys, RAID, reinstalls and firewall rules.

## 6. What is never refunded?

- Top-up balance, except the part described in section 4 or a payout a law imposes.
- Days left on a hold you cancelled.
- Days left on a hold stopped for breaking the [acceptable use policy](https://basalthold.com/acceptable-use/ "What a Basalthold storage server may and may not run").
- Files erased when the 7-day keep period ends, on a reinstall or on a cancellation; read [what happens to your data when you cancel](https://basalthold.com/data-after-server-cancellation/ "The keep period and the wipe, step by step") first.
- Data lost with a failed drive that had no parity.
- Blockchain fees you paid to send coins.
- Anything sent from an address on a sanctions list. Incoming payments are checked against public sanctions lists of blockchain addresses; a payment from a listed address is not credited.
- Funds sent to a mistaken address or chain, since nobody can undo a confirmed transfer.

## 7. Is there a trial period?

There is no free trial; Hold 24, the smallest hold, costs $110.99 for 30 days. No setup fee is charged, neither on the first order nor on a renewal. Because credits follow sections 1 and 2 only, compare each hold's drives, processor and traffic on the pricing page before you pay.

## 8. Can I reverse a crypto payment?

No. Once confirmed, a blockchain transfer is final; there is no chargeback in crypto. Credits and payouts happen only through the cases on this page, claimed at support@basalthold.com. The [terms of service](https://basalthold.com/terms/ "The contract for renting a Basalthold storage server") include this policy.

## 9. Revisions

Version of 2 November 2026. A revision gets a new date at the top of this page and covers payments made from that date.

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Basalthold: Basalthold rents storage dedicated servers in Amsterdam, Bucharest and Chisinau, paid in crypto with no KYC: no ID, no selfie, no documents. Each server is a whole physical machine with 24 TB to 160 TB of hard drives for one customer, delivered with blank data drives and root access, for backups, archives, file sync and self-hosted object storage. On 2 November 2026, prices ran from $110.99 per 30 days for 24 TB to $561.39 for 160 TB ($3.50 per raw TB). It is run by DomaineGoat LLC, a company registered in Panama, keeps no logs and never asks for your encryption keys.