Refund Policy
1. Scope
This Refund Policy describes when and how MineXHost LLC, a Pennsylvania limited liability company ("MineXHost," "we," "us," or "our"), issues refunds for its Minecraft hosting services. This Refund Policy forms part of our Terms of Service. Capitalized terms used but not defined in this Refund Policy, including "Account," "Provisioned," "Server," and "Services," have the meanings given in the Terms of Service.
2. 3-Day Money-Back Guarantee
2.1 Coverage. 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.
2.2 Refund Method. We issue refunds under the guarantee to the original payment method.
2.3 Deletion of the Server. If you receive a refund under the guarantee, we will cancel the subscription for that Server, so you will not be charged again, and we will delete the Server and its world data immediately. The Server is not held in the recycle bin described in Section 9.4 of the Terms of Service and cannot be restored. If you want to keep any world data, files, or other content, you must download it before you request the refund.
3. EU and UK Right to Cancel
3.1 Statutory Right. If you are a consumer in the European Union or the United Kingdom, distance-selling law gives you 14 days to cancel a contract made online. That right applies in addition to the guarantee in Section 2. It does not replace the guarantee, and neither limits the other.
3.2 Express Request at Checkout. Hosting is a service that we can provide only by starting it. For that reason, before you pay, checkout asks you to confirm two things in two separate checkboxes:
- (a) that you ask us to start your Services immediately, rather than waiting until the 14-day period has passed; and
- (b) that you understand the consequences of that request: once the Services have been fully supplied, you no longer have the 14-day right to cancel; and if you cancel during the 14-day period after your Server has started, you must pay a proportionate amount for the part of the Services that you have already received.
3.3 Record of Your Confirmation. Neither box is checked for you, and you cannot complete checkout without checking both. We record the date, the version of the wording, and the exact words you were shown, and we keep that record with your order.
3.4 Relationship to the Guarantee. If your purchase is covered by the guarantee in Section 2, then for the first 72 hours after your Server is Provisioned the guarantee gives you more than the statutory right: you may request a full refund with no pro rata deduction, and the Server is deleted as described in Section 2.3. After that period, the statutory position applies: if you cancel within the 14-day period, you pay only for the part of the month that you used.
3.5 Delayed Start. If you do not want your Services to start immediately, do not check the boxes. Instead, contact [email protected], and we will arrange a later start.
3.6 How to Cancel. To cancel under this right, email [email protected] from the email address associated with your Account with a clear statement that you are cancelling. You do not have to use any particular form of words.
3.7 Review of Cancellations. We review each cancellation made under this right and process any refund due as described in Section 6.
4. Eligible Refunds
The following are eligible for a refund:
- (a) The first-time purchase of a hosting plan, if you request the refund within the guarantee period described in Section 2. The guarantee is based on satisfaction, so you do not need to show a technical fault.
- (b) Duplicate or clearly erroneous charges.
- (c) Services that we were unable to provision or deliver.
5. Charges Generally Not Eligible
The following are generally not eligible for a refund:
- (a) Requests made after the applicable refund period has ended. This exclusion does not affect the statutory right of EU and UK consumers described in Section 3.
- (b) Renewals of an existing subscription. To avoid the next charge, cancel before the renewal date. Cancellation stops future billing; the current paid period is not prorated unless the law requires it.
- (c) Add-ons and dedicated IPs, except those bought as part of a purchase that is refunded in full under the guarantee in Section 2; one-time setup or domain charges; and any third-party costs already incurred on your behalf.
- (d) Accounts terminated for violating the Acceptable Use Policy or for fraud or chargeback abuse.
6. Processing of Refunds
We issue refunds to the original payment method. Card refunds are processed through Stripe. We do not issue refunds in cash. We keep a record of each refund and retain the related financial records as required by law. Refunds typically appear within 5 to 10 business days, depending on your bank or card issuer.
7. Chargebacks
We ask that you contact us before initiating a chargeback. If you initiate a chargeback without first contacting us, we may suspend your Services until the chargeback is resolved.
8. How to Request a Refund
8.1 Guarantee Refunds. To request a refund under the guarantee in Section 2, sign in, open the Subscriptions page of your Account, and select Cancel and refund on the subscription for the Server. This option is shown only while the purchase is covered by the guarantee, and it states the amount that will be refunded and the date and time at which the guarantee period ends. Your request is made when you confirm it.
8.2 Effect of Confirming. When you confirm, we refund the full amount charged for that purchase, including any add-ons bought with it and any tax charged on it, less any amount already refunded, to the original payment method. At the same time, we cancel the subscription for that Server, so you will not be charged again, and we delete the Server as described in Section 2.3. If the payment provider does not accept the refund, nothing is cancelled or deleted.
8.3 Requests by Ticket or Email. For any other refund described in Section 4, or if the Cancel and refund option is not shown for a purchase that you believe is covered by the guarantee, open a ticket from the Support page or email [email protected] from the email address associated with your Account, and include your order or invoice number. We review each of these requests individually.
8.4 EU and UK Cancellations. To cancel under the statutory right described in Section 3, follow Section 3.6. The Cancel and refund option applies only to the guarantee in Section 2.
8.5 Confirmation. After we issue a refund, we send a confirmation of the refund to the email address associated with your Account. Section 6 describes when the refund reaches you.