1. Overview
We sell hosting directly, and we stand behind every plan we ship. If you're unhappy with the service, we want to know about it, and where reasonable we will refund you. This policy spells out exactly when and how that happens.
In short:
- Managed game servers: full refund within 7 days of first payment, no questions asked.
- VPS (virtual private servers): full refund within 3 days of first payment.
- Dedicated servers: non-refundable once the physical hardware is provisioned for you, but fully refundable if we cannot provision within our promised window.
- Recurring renewals: refundable on a prorated basis for up to 72 hours after the renewal charge, in line with applicable consumer law.
- Add-ons and one-off services (migrations, custom builds, additional backups): refundable only if not yet performed.
2. Refund by product
| Product |
Window |
Refund amount |
Eligibility |
| Managed Game Server (first purchase) |
7 days from first payment |
100% of fees paid |
Once per account, new customers |
| Game Server VPS (first purchase) |
3 days from first payment |
100% of fees paid |
Once per account, new customers |
| Dedicated Server (before provisioning) |
Before hardware is allocated |
100% of fees paid |
Any time before provision is complete |
| Dedicated Server (after provisioning) |
N/A |
Non-refundable |
— |
| Recurring renewals (monthly / annual) |
72 hours after renewal charge |
100% of renewal fee |
If you cancel within 72 hours and the service hasn't been used materially after renewal |
| Annual / multi-year plans (general) |
Same as base product above |
Refund within window; prorated credit outside window |
See §7 on prorated credits |
| Migration & custom-build services |
Before work begins |
100% of fee |
Once work has started, proportional billing applies |
| Domain registrations |
Non-refundable |
— |
Per registrar policy — we cannot recover the registry fee |
3. Eligibility rules
The money-back window (Managed 7-day, VPS 3-day) applies only to:
- Your first purchase on the account — it's a "try before you commit" guarantee, not a way to get free hosting by cycling accounts
- Accounts in good standing — no AUP violations, no active suspension, no chargebacks against us
- Payments made through our standard processors (Stripe, PayPal, supported crypto) — wire transfers clear under the same window but processing takes longer
If you've used the full first-purchase window on one product and later buy a different product (e.g. a VPS after a managed server), the window does not reset — but we often exercise discretion for genuine first experiences with a new product class. Just ask.
4. What isn't refundable
The following are excluded from refunds regardless of the window:
- Dedicated servers after hardware has been provisioned — the physical server has been taken out of our rack inventory specifically for you
- Domain registrations, SSL certificates, and similar third-party line items — the underlying registrar/CA has already been paid
- Work-for-hire that has been completed — custom builds, migrations, plugin development, emergency recovery work that has already been delivered
- Consumed one-time add-ons — e.g. an off-site backup restore that has already run
- Services terminated for AUP breach — accounts suspended or terminated for violating the Acceptable Usage Policy forfeit any balance of prepaid fees
- Third-party charges you authorise through us — e.g. a Cfx.re license key bought on your behalf, a paid mod licence we resell
- Service credits issued under the SLA — applied against future invoices, not paid out in cash
- Chargebacks filed without first contacting us — see §9
"I didn't use it enough" is not a disqualifier. Within the money-back window, we don't care whether you used the server heavily, lightly, or not at all. The window exists to let you try the service risk-free — that's exactly what it's for.
5. How to request a refund
- Email [email protected] from the address on your account, OR open a ticket from the customer panel.
- Include your invoice number (from the email receipt or the Billing tab in the panel) and a brief line on why you'd like a refund — we use the feedback to improve the product; we don't use it to gatekeep the refund.
- We'll acknowledge within one business day and process the refund to your original payment method.
You do not need to cancel the service first — our billing team will handle cancellation + refund together. If you've already cancelled, that's fine too; just include the cancellation reference in your email.
6. Processing & timelines
Refunds go back to the original payment method. Typical timelines after we initiate:
- Credit / debit cards: 3-10 business days, depending on your bank
- PayPal: 1-3 business days
- Bank transfer: 3-7 business days for EU/UK SEPA; up to 15 for international wire
- Cryptocurrency: refunded in the same currency at the exchange rate captured at purchase, typically within 1 business day; on-chain confirmation time is outside our control
If the refund hasn't appeared after the typical window, email us with the receipt — we'll chase it with the payment processor directly.
7. Prorated credits & partial refunds
Outside the money-back window, we generally do not issue cash refunds for unused portions of a billing period. Instead, you may receive an account credit for unused time where:
- You're downgrading to a cheaper plan mid-cycle
- You're migrating between two of our products (e.g. managed → VPS)
- We're the reason for the early cancellation (prolonged SLA miss, material change in service you don't accept)
- You're on an annual plan and need to cancel partway through — we credit or refund the unused whole-months, less any first-month promotional discount
Account credits never expire and can be applied to any future invoice from us.
8. Consumer rights & cooling-off
If you are a consumer (buying for personal, non-business use) in the UK, EU, or EEA, applicable law may give you additional rights that sit on top of (not in place of) this policy:
- UK Consumer Contracts Regulations 2013 / EU Consumer Rights Directive 2011/83: a 14-day cooling-off period from the date of purchase, during which you can cancel without giving a reason.
- Important exception: if you actively request that the service begin during the cooling-off period (which is what happens automatically when your server is provisioned and started), the right to a full refund ends. You may still be entitled to a prorated refund for the portion you haven't used, minus reasonable costs for services already provided.
- Equivalent rights apply in most other consumer-protection regimes (Switzerland, Australia, Brazil, etc.). We honour local consumer law where it gives you more than this policy provides.
In practice, our 7-day and 3-day money-back windows already exceed or match most consumer-law minimums. If you're not sure which applies to you, email [email protected] and we'll figure it out with you.
9. Chargebacks
If you believe you've been charged in error, please contact us before filing a chargeback with your card issuer. We can almost always resolve billing disputes faster than the 30-60 day chargeback process, and without the fees involved.
Unjustified chargebacks — filed without first contacting us, or for services that were fully delivered and clearly within scope — may result in:
- A chargeback-handling fee equal to what the card network charges us (typically $15-25 USD)
- Immediate suspension of the account pending resolution
- Inability to buy from us again on that payment method
None of that applies to legitimate fraud cases (e.g. card was actually stolen). In those cases, notify [email protected] and [email protected] and we'll cooperate fully with your issuer's investigation.
10. SLA credits (separate from refunds)
If we miss our 99.9% monthly network uptime target in a given calendar month, you may be entitled to an SLA credit under the Terms of Use §6. Those credits:
- Are applied against future invoices, not paid out as cash refunds
- Are claimed by opening a support ticket within 30 days of the affected month
- Are calculated at 5% of monthly fees per 0.1% below target, capped at 50% of monthly fees
SLA credits and refunds are separate systems — one doesn't replace the other. If you're due both a refund and an SLA credit in the same month (rare), both apply.
Typical response time is under one business day. Refund processing starts the moment we acknowledge — you don't wait for the refund to land in your account before cancellation takes effect.
