Effective Date: July 28, 2025
Draft v1.0 – July 28, 2025
Contact: [email protected]
Preferred channels: billing portal tickets (preferred), Discord, email.
This Refund Policy works together with our Terms of Service, Privacy Policy, and Service Level Agreement (SLA). Capitalized terms have the meanings given in those documents. If there is a conflict, the Terms of Service control.
We want services to work as expected. If something on our side prevents you from using your service, we'll investigate and, where appropriate, issue a credit or refund. This policy sets clear rules so everyone knows what to expect.
SLA credits are the sole remedy for uptime shortfalls. See Section 6.
Discretionary refunds may be available for qualifying service‑blocking issues caused by us. See Section 3.
Custom work and custom specifications are non‑refundable once delivered or configured. See Section 4.
Open a billing ticket in the portal within 30 days of the charge.
Include: service ID, dates/timestamps (UTC preferred), error messages or logs, steps to reproduce, and what you already tried.
Keep the service active and available so we can test. If you cancel or delete the service before we can investigate, we may be unable to verify the issue.
We will review and reply with our findings and any approved credit or refund.
We may issue a partial or full refund for monthly services within 30 days of purchase/renewal when all of the following are true:
We may provide:
Card processing fees from the original transaction are not returned by our processor. If we refund, we refund the charge minus non‑refunded processor fees.
For upgrades or early cancellations, we may calculate a pro‑rata credit based on days remaining in the term.
Submit a cancellation request for the specific service in the billing portal. Discord messages or DMs don't cancel services.
Cancellations take effect at the end of the current term unless you select immediate. Immediate cancellations end service and may delete data.
Invoices generate 10 days before the due date. Auto‑charge (if enabled) runs 2 days before the due date. Suspend at 2 days past due; terminate at 15 days past due.
If a service's monthly availability drops below the SLA target, you can request a service credit under the SLA. SLA credits are not cash refunds and are the exclusive remedy for availability shortfalls.
Current target: 99.9% monthly availability. Credits start below the target and range from 5% to 50% depending on the measured availability. See the SLA for full details and exclusions.
For EU/EEA consumers, you generally have a 14‑day right of withdrawal for distance contracts. However, for digital services, if you ask us to begin service during the withdrawal period and acknowledge that you will lose the right of withdrawal once performance begins, that right no longer applies. If you do not give that consent and acknowledgment, you may withdraw within 14 days and owe only a proportional amount for any service already provided. We explain this during checkout where applicable.
Please contact us before filing a chargeback. We can usually resolve issues faster and with better outcomes. If you initiate a chargeback:
Card networks and acquiring banks can debit a merchant for disputed transactions and fees under their rules; we pass through those costs where applicable.
Refunds are returned to the original payment method when possible. If that isn't possible, we'll issue a service credit.
Once approved, we submit refunds promptly; banks typically post funds within 5–10 business days, but this varies by card network and bank.
Refunds are issued in the original transaction currency. Exchange‑rate differences are outside our control.
We may deny or reverse refunds or credits if we suspect abuse, fraud, or misuse of promotions.
We may update this Refund Policy. Changes apply prospectively and will be posted with a new effective date.
Email [email protected] or open a billing ticket. We'll take a look and get back to you.