If this is your first hosting plan with us and you're not happy with it, you can get a full refund by asking within 72 hours after your server is set up. This is our 3-day money-back guarantee. You can claim it with the Cancel and refund button in the panel. Your server and its world are deleted when the refund goes through.
What the guarantee covers
From section 2.1 of our Refund Policy:
"The first-time purchase of a hosting plan is covered by our 3-day money-back guarantee. If you are not satisfied for any reason, you are entitled to a full refund of that purchase if you request it, as described in Section 8, within 72 hours after your Server is Provisioned. A Server is normally Provisioned immediately after we receive payment for it."
It covers the first hosting plan you buy, and it can be used once per customer. You don't need to show a technical fault. The refund is the full amount charged for that purchase, including any add-ons you bought with it and any tax charged on it, less anything already refunded.
Before you ask: save your world
A guarantee refund deletes your server and its world immediately. They are not kept in a recycle bin and can't be restored. If you want to keep anything, click Download on a backup on your server's Backups page first.
Refund from the panel
- On your server's page, click Plan & Billing and stay on the Overview tab.
- In the cancel section, a line reads 3-day money-back guarantee with the date and time the guarantee runs until and how much you would get back. Press Cancel and refund.
- Read the confirmation. It shows the amount, says the server and its world are deleted immediately, and reminds you the guarantee can be used once per customer. Press Refund and delete server.
The panel confirms that the refund was issued and your subscription has ended, and we email you a confirmation. If the payment provider does not accept the refund, nothing is cancelled or deleted.
The button only appears while your purchase is covered. If you have paid anything else on that subscription since your first purchase, such as an upgrade, an add-on or paying ahead, the button doesn't appear and a member of staff handles the request instead. If you think you qualify but the button isn't there, ask by ticket or email.
Refund by ticket or email
Open a ticket from the Support page in your account, or email [email protected] from the email address on your account. Include your order or invoice number. We review these requests one by one.
When the money arrives
Refunds go back to your original payment method through Stripe. They typically appear within 5 to 10 business days, depending on your bank or card issuer.
Other refunds
We also refund duplicate or clearly erroneous charges, and services we were unable to set up or deliver. These are generally not refundable:
- Renewals of an existing subscription. To avoid the next charge, cancel before the renewal date. See Cancel your subscription.
- Add-ons and dedicated IPs, unless you bought them with a first purchase that is refunded in full under the guarantee.
- One-time setup or domain charges.
- Accounts terminated for breaking the Acceptable Use Policy, or for fraud or chargeback abuse.
EU and UK customers
If you are a consumer in the EU or UK, you also have a 14-day right to cancel, alongside the guarantee. In the first 72 hours the guarantee gives you a full refund. After that, if you cancel within the 14 days, you pay only for the time you used. While the 14 days run, the Overview tab shows a Right of withdrawal card with a Withdraw from contract here button. It shows the amount you would get back and asks you to Confirm withdrawal. You can also email [email protected] from your account email and say that you are cancelling.
Good to know
- The 72 hours start when your server is set up, which is normally right after payment.
- Please contact us before opening a chargeback with your bank. If you don't, the policy allows us to suspend your services until the chargeback is resolved.