Refund Policy

1. The first 72 hours

Trying a host you have not used before means taking our word for it. The 72 hours are there so you do not have to. Set the server up, put your friends on it, see whether it runs the way you want — and if it does not, ask for your money back and that is the end of it. You do not have to explain, and we will not talk you out of it.

The window runs from when the payment is taken. Ask through the support form with your invoice number and the refund goes back to the card you paid with. Your server is removed when the refund is made, so take a copy of your world first if you want to keep it.

It applies to a plan each time you buy one, not only the first. What it is not is a way to run a server for three days a month for nothing — if it is being used that way we will say so and stop offering it.

2. What we will always fix, whenever it happens

If our system charged you when it should not have, that is our mistake and we correct it however long ago it was — you do not have to argue for it, and the 72 hours have nothing to do with it. That covers things like:

• being charged twice for the same thing;
• being charged after you cancelled;
• being charged an amount that does not match the plan or invoice;
• paying for a server that was never provisioned and cannot be.

Tell us through the support form and include the invoice number. Depending on what went wrong we will either reverse the charge or correct the balance, and we will tell you which.

3. After the 72 hours

Once the window has passed, the situations below are not refunded. When you buy a plan the memory, processor share and disk it needs are set aside for you straight away and are not available to anyone else for the rest of the period, which is what you are paying for.

• Not using the server. Time you paid for and did not use is not refunded.
• Cancelling mid-period. The server runs to the end of the period you paid for; there is no partial refund for the remainder.
• Deciding later that a game or a plan is not for you. That is what the 72 hours are for.
• Changing your mind about a gift. See section 4.

You are never locked into paying again. Cancel whenever you like and nothing further is charged.

4. Credit and gifts

Credit you bought for your own account and have not spent is covered by the same 72 hours as a plan. Once it has been spent it has done its job and is not refundable.

Gifted credit is different, and it is not refundable at all. If you paid toward someone else's server — what the pay page calls "chipping in" — the credit belongs to their account from the moment it lands.

That is not us being awkward about it: refunding a gift means taking the money back off the person you gave it to, and they did nothing wrong. It makes no difference whether they have spent it yet. Send it as you would hand someone cash toward a shared bill.

Credit is also not transferable to another account and cannot be withdrawn as cash. It is spendable only here, and it is forfeited if the account is closed.

5. Chargebacks

If something is wrong, ask us — inside 72 hours you do not even need a reason, and where it is our error we will fix it whenever you find it. Going to your bank instead has consequences for the account the money went to:

• The reversed amount is taken back from the account the credit landed on, whether or not it has been spent.
• That balance can go negative, and a negative balance suspends the servers on the account until it is cleared.
• If the payment was a gift, the account that loses the money is the recipient's — so the person affected is usually not the person who filed it.

Message us first through the support form. Where it is our error we will fix it without a dispute, and nobody's server goes off.

6. How to reach us

Everything above goes through the support form. Include your invoice number if you have one. The full terms are on the terms of use page, and common questions are answered in the FAQ.