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 can have a full refund of their first paid plan within 7 calendar days of the initial payment, no questions asked. The guarantee applies once per customer, to the first qualifying purchase only, and opening another account does not make it apply again. Later plans, upgrades and renewals are governed by the rules below. One-off purchases are covered by section 6, not this guarantee.
Where you started your plan on a free trial, the trial takes the place of this guarantee: you had the Services in front of you before any money changed hands, so the first paid cycle that follows a trial is not separately refundable under this section. Section 3.6 of the Terms of Service sets out how trials work, and your statutory rights are unaffected.
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 Right to Cancel
If you are a consumer in the UK or the European Union you can cancel your contract with us within 14 days without giving a reason. The 14 days start on the day the contract is made: the day you pay for a plan, or the day you start a free trial. This right applies alongside the guarantee in section 1, and nothing else in this policy or the Terms of Service limits it.
Your Game Server starts as soon as you order it because you ask us to start straight away. If you cancel within the 14 days we refund what you paid, less an amount for the service you received up to the day you tell us, in proportion to the billing period you paid for. For example, if you cancel 5 days in to a 30-day month we keep 5/30 of that month's price and refund the rest. If you cancel during a free trial there is nothing to pay. Using your Game Server does not end this right, because every billing period is longer than 14 days.
One-off purchases have the same 14 days, counted from the day you pay. Cancel Make it yours, a custom address or custom domains and you get a full refund and we remove what it unlocked. Cancel a credit top-up and we refund the credit you haven't spent, because you asked us to add it straight away.
To cancel, send us any clear statement of your decision before the 14 days run out: use "Withdraw from contract here" on the Billing page of your dashboard, email support@hostdservers.com, open a support ticket, or use the model form below. You don't have to use the form, and it's enough that your message is sent before the deadline. We refund you without undue delay and within 14 days of the day you tell us, to the same payment method you used, at no cost to you.
Model cancellation form (complete and return this form only if you wish to cancel the contract):
To: Hostd, support@hostdservers.com
I/We hereby give notice that I/We cancel my/our contract for the supply of the following service: [server name or identifier]
Ordered on: [date]
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:
7. Non-Refundable Items
- One-off purchases, after the 14 days in section 6 have passed.
- 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; and the date and amount of the payment. For the guarantee in section 1 you don't need to give a reason. 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.