Order cancellation and refunds

When you can cancel an order yourself, how much is returned to your balance, and how to request a refund to your card.

You can cancel an order yourself on the “Comenzile mele” (My orders) page (blackbox.md/account/orders, “Contul meu” (My account) → “Comenzi” (Orders)), with the “Anulează comanda” (Cancel the order) button. The refunded amount goes to your BLACKBOX balance. To get a refund to your card, contact support.

Available to: the owner of the blackbox.md account from which the order was placed.

The blackbox.md website is available in Romanian and Russian; this article quotes the Romanian labels with their English meaning.

Note Before you confirm, the cancellation dialog shows the amount that will be returned to your balance. The amount is recalculated at the moment you confirm, and the amount actually refunded appears in the message after the cancellation. If you have questions about the amount, write to us before you confirm.

When you can cancel and how much you get back

The “Anulează comanda” (Cancel the order) button appears only on orders that can be canceled at that moment. The statuses are explained in The “Comenzi” (Orders) page: statuses and actions.

Order situation	The button	What is returned to your balance
“Nou” (New), unpaid	shown	Nothing: you have not paid anything.
“În lucru” (In progress), the server has not been created yet	shown	The full amount paid, immediately.
“În lucru”, server creation failed	shown	The full amount paid, immediately.
“În lucru”, the server is being created right now	not shown	Come back in a few minutes.
“În lucru”, the server has been active for 24 hours or less	shown	The full amount paid. The server is deleted.
“În lucru”, the server has been active for more than 24 hours	shown	Part of the amount, based on the days used. The exact amount appears in the dialog. The server is deleted.
“În lucru”, the 30 days since activation have been used up	shown	Nothing. The server is deleted.
“Finalizat” (Completed) or “Anulat” (Canceled)	not shown	—
The server was deleted in the panel with “Terminate”	not shown	Nothing: deleting a server in the panel is not refunded.

The 24 hours are counted from activation, that is, from when the server is created and you receive the “Serverul dvs. este gata — BBX-…” (Your server is ready — BBX-…) email.

The messages in the dialog:

Situation	What the dialog says
The order has a server	First: “Serverul asociat (SERVER_IP) va fi șters definitiv, împreună cu toate datele de pe el.” (The associated server (SERVER_IP) will be permanently deleted, together with all the data on it.)
Full refund	“AMOUNT MDL vor fi returnați în contul dvs. BLACKBOX.” (AMOUNT MDL will be returned to your BLACKBOX account.)
Partial refund	“AMOUNT MDL vor fi returnați (proporțional: N zile utilizate din 30).” (AMOUNT MDL will be returned (prorated: N days used out of 30).)
No refund	“Pentru această comandă nu se mai efectuează nicio returnare.” (No refund will be made for this order.)

“Contul dvs. BLACKBOX” (your BLACKBOX account) in these messages means your balance (the “Sold” (Balance) page).

How to cancel an order

Open “Contul meu” (My account) → “Comenzi” (Orders).
On the order's row, click “Anulează comanda” (Cancel the order) (the circle-with-an-X icon). On a phone, open the three-dot menu (⋮) and choose “Anulează comanda”.
The “Anulați comanda?” (Cancel the order?) dialog opens, marked in red. Read the message: the warning about the server, if there is one, and the amount that will be returned. Below the message is the order's row: “BBX-… · description · total MDL”.
Click “Da, anulează” (Yes, cancel). To back out, click “Nu, păstrează” (No, keep it).
The message “Comanda a fost anulată.” (The order has been canceled.) or “Comanda a fost anulată. AMOUNT MDL au fost returnați în contul dvs. BLACKBOX.” (The order has been canceled. AMOUNT MDL have been returned to your BLACKBOX account.) appears. If a server was deleted, “Serverul a fost șters.” (The server has been deleted.) is added.

After the cancellation:

the order moves to the “Anulat” (Canceled) status;
if an amount was refunded, “Rambursare comandă BBX-…” (Order refund BBX-…) appears with a “+” sign in “Sold” (Balance), under “Istoricul operațiunilor” (Transaction history);
you receive the “Comandă anulată — BBX-…” (Order canceled — BBX-…) email. If an amount was refunded, the email also shows “Sumă rambursată” (Amount refunded) and “Sold curent” (Current balance), without decimals;
on a full refund, the order's invoice (with the same BBX-… number) becomes “Anulată” (Canceled) in “Facturi” (Invoices). In all other cases, the invoice stays “Achitată” (Paid).

Irreversible Canceling an order with a server deletes the server and all the data on it immediately, when you confirm. Unlike deleting a server from the panel, there is no grace period, and you cannot stop the deletion. Copy your data first: Transferring files to the server (scp, rsync, SFTP).

Error messages

Message	What it means	What to do
“Serverul este încă în curs de creare — încercați din nou în câteva minute.” (The server is still being created — try again in a few minutes.)	The server is being created right now, and the order cannot be canceled during this time.	Come back in a few minutes and reload the page.
“Ștergerea serverului a eșuat, nimic nu s-a schimbat — încercați din nou.” (Deleting the server failed, nothing has changed — try again.)	The server could not be deleted. The order and your balance stayed the same.	Try again. If the message repeats, write to us.
“Serviciul de infrastructură este temporar indisponibil — încercați din nou mai târziu.” (The infrastructure service is temporarily unavailable — try again later.)	The server cannot be deleted right now. Nothing has changed.	Try again later.
“Starea comenzii s-a schimbat între timp — reîncărcați pagina și încercați din nou.” (The order status has changed in the meantime — reload the page and try again.)	The order has changed since you opened the page.	Reload the page and repeat the steps.
“Serverul a fost deja șters.” (The server has already been deleted.)	This order's server has already been deleted.	Reload the page. The order can no longer be canceled.
“Această comandă nu mai poate fi anulată.” (This order can no longer be canceled.)	The order no longer meets the conditions for cancellation.	Reload the page and check the status.
`not_cancellable`	The order already has the “Anulat” (Canceled) or “Finalizat” (Completed) status. For example, you canceled it in another window, or the server was deleted in the panel.	Reload the page and check the status.
“Too many requests”	You have exceeded the limit: 10 cancellation attempts per minute, and, for orders with a server or with failed server creation, 3 attempts in 5 minutes.	Wait a few minutes.
“Anularea comenzii a eșuat.” (Canceling the order failed.) or another technical code	Another error.	Reload the page. If it happens again, write to us and include the order number.

Important If “Nu am putut calcula suma de returnare. Continuați cu prudență.” (We could not calculate the refund amount. Proceed with caution.) appears, the dialog no longer shows the exact amount or the server warning, only a general text: “Suma achitată va fi returnată în contul dvs. BLACKBOX. Acțiunea nu poate fi anulată.” (The amount paid will be returned to your BLACKBOX account. This action cannot be undone.) or “Comanda nu a fost achitată, deci nu se efectuează nicio returnare. Acțiunea nu poate fi anulată.” (The order has not been paid, so no refund is made. This action cannot be undone.) Click “Nu, păstrează” (No, keep it), reload the page and try again, so that you see the real amount before you confirm.

Refunds to your card

Canceling an order returns money only to your balance, never automatically to your card. You can use your balance to pay for other orders and invoices: see Account balance: how it works. If you want the money back on your card:

Write to support@blackbox.md.
Include your account's email address, the order number (BBX-…) or the invoice number, the payment method you used and the reason for your request.
We confirm that we have received your request and let you know our decision by email.
Once the request is approved, the money goes back through Paynet to the same card, usually within 5–10 business days. The timing depends on the bank that issued the card.

You request the return of a double payment, or of a payment made for an order that was already canceled, in the same way: see Paying by card (Paynet).

What is not refunded

Apart from the amount shown in the “Anulați comanda?” (Cancel the order?) dialog, the Terms and Conditions (point 7.4) give no right to a refund for:

deleting a server yourself before the end of the paid period, for example with “Terminate” in the panel;
the unused remainder of a billing cycle that has already started;
domain registrations and renewals already completed at the registry.

The full text is in section 7, “Politica de retur” (Return policy), at https://blackbox.md/info/terms. A summary: Terms and conditions in brief.

“Anulează comanda” or “Terminate”?

	“Anulează comanda” (Cancel the order)	“Terminate”
Where	blackbox.md: “Contul meu” (My account) → “Comenzi” (Orders)	the app.blackbox.md panel: “My Servers”, on the server card
Refund to your balance	Yes, the amount shown in the dialog	No
When the server is deleted	Immediately, when you confirm	After a 24-hour grace period
You can change your mind	No	Yes, with “Cancel termination”, until the deletion is carried out
Confirmation	“Da, anulează” (Yes, cancel)	Type the name shown in the window, then click “Schedule termination”
Order status	“Anulat” (Canceled)	“Anulat”, once the deletion is carried out
Order invoice	“Anulată” (Canceled) on a full refund	Stays “Achitată” (Paid)
Email	“Comandă anulată — BBX-…” (Order canceled — BBX-…)	“Server termination scheduled — …” and “Server deleted — …” (in English)

When to use each one:

“Anulează comanda”: you no longer need the server and want the refundable amount back in your balance, especially within the first 24 hours after activation.
“Terminate”: nothing is refundable anymore (for example, the 30 days since activation have been used up), and you want 24 hours in which you can still change your mind. Steps: Permanently deleting a server.

Frequently asked questions

I canceled by mistake. Can I undo it? No. A cancellation cannot be reversed, and a deleted server cannot be recovered. For a new server, place a new order; you can pay for it with the amount returned to your balance.

Why is the amount in the email slightly different from the one in the dialog? In the email, amounts are shown without decimals. The exact amount is the one in the dialog and in “Istoricul operațiunilor” (Transaction history) on the “Sold” (Balance) page.

Can I cancel an order through the AI assistant? Yes. The assistant first requests the same preview (the amount and whether the server will be deleted), and it is instructed to cancel the order only after you confirm. See Orders, payments, cancellations and upgrades via AI.

I want to stop using all the services. In what order should I proceed? First cancel your orders or delete your servers, then use up your balance or ask for it to be refunded. See Closing your BLACKBOX services: the steps in the right order.