Refund & Cancellation Policy

Cancel any time from your dashboard, in two clicks. Your server keeps running until the end of the month you have paid for, then it and its backups are deleted. We do not refund the unused part of a month.

There is no contract and no minimum term. There is also no automatic money-back guarantee, so please read the part about when we do issue refunds.

What renews

Your base plan at $9.99 per month, plus the Performance Boost if you added it

How often

Every month, on the same date you first paid

Until when

Until you cancel it. We do not stop charging on our own

How to stop it

Dashboard, then Billing, then Cancel. No phone call, no email, no waiting for us to reply

When cancellation takes effect

At the end of the month you have already paid for

We tell you this at checkout, before you pay, and we email you a receipt for every payment we take.

• Sign in to your dashboard.
• Open Billing, and pick the plan you want to cancel.
• Choose Cancel. You will be told the exact date your service ends.
• Changed your mind before that date? Resume the plan from the same page and nothing is lost.

If you cannot get into your dashboard, email [email protected] from the address on your account and we will cancel it for you. Cancelling by email takes effect on the same terms.

• Your server carries on working normally until the end of the period you have paid for.
• You are not charged again.
• There is no refund of the unused part of the current month, and no proration. If you cancel on day 3 of a month you have paid for, you keep the server for the other 27 days and pay nothing more.

When the paid period ends, your server, its world, its files and all of its backups are deleted straight away. Deletion is permanent and we cannot undo it. There is no extra grace period after a cancellation, because you chose the end date.

Take your data out first

Before your period ends, make a backup and download it, or pull your files out with the file manager. Once the deletion has run there is nothing left for us to recover, whatever the reason and however soon you ask.

Refunds are at our discretion, and we look at each request on its own facts. In practice we refund in these situations:

• We could not deliver. We took your payment and the server never came up, or it could not run the game you bought it for.
• A duplicate or obviously mistaken charge, for example the same server paid for twice.
• A billing error on our side, including a charge after a cancellation was already confirmed.
• A long outage that was our fault. We look at goodwill credits or partial refunds case by case, and there is no fixed formula.
• Fraud on your card. Tell us and we will refund and secure the account.

When we normally do not refund

• Simply changing your mind, or not using the server after buying it.
• The unused part of a month after you cancel.
• A game, mod, plugin or modpack not working the way you hoped, when the server itself is fine.
• Downtime caused by something you or your players did, or by a mod that crashes your server.
• An account terminated for breaking the Acceptable Use Policy.

How a refund is paid

Refunds go back to the card you paid with, through Stripe, in full or in part. Your bank usually shows it within 5 to 10 business days. To ask for one, email [email protected] with the invoice number and what went wrong, and we will answer.

A failed renewal is not the same as cancelling, and the outcome is different.

• We suspend the server as soon as the renewal fails. It stops, but nothing is deleted and your files are all still there.
• We email you, and the email says the exact date the data will be deleted, which is 5 days later.
• Pay the outstanding invoice or update your card inside those 5 days and everything comes back exactly as it was.
• After 5 days the server and its backups are permanently deleted.

If you did not mean to let a payment lapse, contact us before the deadline rather than after it. Once the deletion has run we cannot help.

Please talk to us before you raise a chargeback with your bank. Most of them are a mistake or a misunderstanding, and we can usually fix the problem faster than a dispute can.

When a chargeback is opened against one of our invoices, our system suspends the affected server immediately. Suspension stops the server and preserves your files while the dispute runs.

• We respond to the dispute with the records we hold, which include the account, the invoice, the server, and the date, time and IP address of the purchase.
• If the dispute is resolved in your favour, that is the end of it.
• If it is resolved in ours, the server stays suspended until the balance is settled.
• Repeated chargebacks, or a chargeback raised without contacting us first, can end with the account closed and a refusal of future service.

Billing problems go to [email protected]. We would much rather refund you than fight your bank.

• Add the boost mid-month and you are charged only for the part of the month that is left.
• Remove it mid-month and the unused part is credited against your next invoice, not paid out.
• Some games cannot run without the boost, so we will not let you remove it on those. The dashboard tells you when that is the case.

Prices are in US dollars. The total you will be charged, including any tax that applies, is shown at checkout before you pay, and on every invoice afterwards.

Cancelling a plan is not the same as closing your account. To close the account, cancel your plans and remove your servers first, then use Close account in the dashboard. That erases your personal details permanently. We keep your invoices, because financial records have to be kept. The Privacy Policy explains exactly what is erased and what survives.