This Refund Policy explains when Hostd will issue a refund and how to ask for one. It forms part of the Terms of Service and should be read alongside them. Nothing in this policy limits any statutory consumer right you have under the law of your country of residence.
1. 7-Day Money-Back Guarantee
New customers may request a full refund of their first paid plan within 7 calendar days of the initial payment if the Services did not perform as described. The 7-day guarantee applies to the first qualifying purchase per account only; subsequent plans, upgrades, and renewals are governed by the rules below. Add-on services that have already been delivered (for example, a one-off world import) are excluded from the guarantee.
2. Provisioning Failures
If a Game Server fails to provision after a successful payment because of a problem on our side, our system will retry automatically and then issue a full refund to the original payment method through Stripe. You do not need to ask. If the refund itself fails for reasons beyond our control we will contact you by email within two business days to arrange an alternative.
3. Sustained Outages
If an outage caused by us prevents you from using a Game Server for more than 12 consecutive hours, contact support@hostdservers.com and we will issue a pro-rata credit for the affected period. The service-credit scale and exclusions in section 10 of the Terms of Service apply to longer-running availability shortfalls and represent your sole remedy for any failure to meet the SLA.
4. Subscription Renewals
Renewals are charged automatically at the start of each billing cycle. We send a reminder email before each renewal. Refunds for renewals are discretionary and we generally only grant them where the renewal was charged because of a fault in our cancellation flow or because we did not give the notice we were supposed to. Where you have a statutory consumer-protection right, that right takes precedence.
5. Cancellations
You can cancel a subscription at any time from the dashboard. Your Game Server remains available until the end of the current billing period; that period is not refunded unless section 1, 2, 3, or 6 applies. Cancelling stops future renewals; it does not delete your account. If you also want to delete your account, use the "Delete account" action in the dashboard.
6. UK and EU Statutory Right of Withdrawal
If you are a consumer resident in the UK or the European Union you have the right to withdraw from a distance contract within 14 days of entering into it. By starting a Game Server during this 14-day window you expressly request that we begin performing immediately, and you accept that you lose the right of withdrawal once we have fully performed (that is, once the Game Server has been provisioned and made available to you). For partly-performed services you may still withdraw and we will refund a proportionate amount for the days of service not yet supplied. To withdraw, email support@hostdservers.com from the address registered to your account. A copy of the standard withdrawal form is available on request.
7. Non-Refundable Items
- Add-on services that have already been delivered, including one-off world imports, custom domain setup, and similar bespoke work.
- Discounts and coupons applied to a plan: only the amount you actually paid is refundable, and any expired promotional credit cannot be reinstated.
- Any period during which your account or Game Server was suspended for breach of the Acceptable Use Policy or for non-payment.
- Fees paid to third parties through us (for example, taxes remitted to the relevant tax authority) where the third party will not return those fees to us.
8. How to Request a Refund
Email support@hostdservers.com from the email address registered to your account, including: the server identifier; the invoice number or Stripe receipt; the date and amount of the payment; and a short description of why you are asking for a refund. We aim to respond within two business days. Approved refunds are issued to the original payment method through Stripe and typically clear within 5 to 10 business days depending on your bank or card network. Refunds are paid in the original payment currency; we do not bear the cost of exchange-rate movement between the original payment and the refund.
9. Chargebacks
Please contact us before initiating a chargeback. Most issues can be resolved within a business day, much faster than a card-network dispute. We reserve the right to suspend accounts with outstanding or fraudulent chargebacks pending resolution with the card network and to recover the chargeback fees we incur where the dispute is found in our favour.
10. Contact
Refund and billing questions: support@hostdservers.com.