Refund Policy & Service Level Agreement

New game server orders may be cancelled for a full refund within 72 hours of the first payment. Open a billing ticket from your panel and we will return the payment to the original method. The guarantee applies once per customer and does not cover setup or managed-configuration work already delivered.

You can cancel any service from the panel at any time. Cancellation takes effect at the end of the current billing period — the server stays online until then and no further invoices are generated. Partial months are not refunded, but unused balance may be issued as account credit at our discretion.

Resource upgrades are charged immediately for the remainder of the current period. Downgrades take effect at the next renewal; the difference is not refunded mid-period.

Account credit already applied to invoices, services terminated for breach of the acceptable-use policy, and chargeback-related administrative fees are not refundable.

We target 99.9% monthly network and host availability, excluding scheduled maintenance announced at least 48 hours in advance, faults inside your own server configuration or plugins, and events outside our reasonable control.

Where monthly availability falls below target, credits are issued on request:

• 99.0% – 99.89%: 10% of the monthly fee
• 95.0% – 98.99%: 25% of the monthly fee
• Below 95.0%: 50% of the monthly fee

Claims must be filed as a billing ticket within 30 days of the incident. Credits are applied to your account balance and are the sole remedy for downtime.

Billing and general enquiries: within one business day. Technical faults affecting a live server: within four hours. Managed plans receive priority triage.

Please raise a ticket before disputing a charge. Services associated with an open dispute are suspended until the dispute is resolved.