Refunds

The 24-hour guarantee for new customers, and what happens outside it.

The 24-hour guarantee

If you are a new customer and the service is not what you expected, you can request a full refund within 24 hours of your first purchase. No explanation needed.

Open a ticket from Help centre with your service ID. The refund goes back to the card you paid with; how quickly it appears is up to your bank, usually a few working days.

The guarantee covers your first order. It is there so you can try the service without risk, not as a way to run a server free for a day each month.

Outside the 24 hours

Services are non-refundable after that, including partially used periods. If you cancel mid-period, the server runs until the end of what you paid for — you are not billed again, but the current period is not refunded pro rata.

That is the standard arrangement for this kind of service and it is set out in the Refund Policy.

Cases we look at individually

Some situations are not covered by a blanket rule, and a ticket is the right move:

• the server could not be delivered in the location you ordered
• a fault on our side made the service unusable for a meaningful period
• a duplicate payment or a charge you do not recognise

Bring the service ID and roughly when the problem started. The more specific you are, the faster it goes.

Your statutory rights

If you are a consumer in the EU, you normally have a 14-day right of withdrawal for distance contracts. For digital services that start immediately, that right ends once performance begins with your consent — which is what you agree to at checkout so that your server can be created straight away.

The 24-hour guarantee exists precisely because of that: it gives you a window to change your mind even though the service started at once.

Full details are in the Terms of Service and the Refund Policy. Where a translation differs from the English version, the English one applies.

Chargebacks

If something looks wrong on your statement, please open a ticket before contacting your bank. A chargeback freezes the account while it is investigated and takes weeks to resolve, whereas a mistaken charge can usually be sorted out the same day.