How refunds work: the 72-hour money-back guarantee

Every new server order has a 72-hour money-back guarantee. If it is not for you, tell us within 72 hours of ordering and you get your money back.

What is covered

According to our Terms of Service:

• The guarantee applies to the first purchase of a new service on your account.
• You must ask for the refund within 72 hours of the original order time.
• It is not available for renewals, for add-ons that have already been fulfilled, or for services that were intentionally misused.

How to request a refund

Refunds are requested by ticket, so we can check the order and the time.

1. Open the panel and click Support in the top menu.
2. Create a new ticket in the category Billing & payments.
3. Write a Subject and describe the request in What is happening?, saying that you want a refund under the 72-hour guarantee. Include the invoice number if you have it.
4. Choose the server the order was for, then click Send ticket. See How to open a support ticket for what to include.

Send the request inside the 72 hours. Do not wait for a reply before the window ends, because the time of your request counts.

What happens next

• The money goes back to your original payment method where possible. If the payment method cannot take refunds, we may give account credit instead.
• Once a refund is issued, the server is terminated. Its files, worlds and backups are removed, so download anything you want to keep before you ask. See How to create, download and restore backups.
• How long a refund takes to appear depends on your bank or card company.

Please do not open a chargeback first

A chargeback or payment dispute leads to immediate suspension of all your services until it is resolved, under our Terms. Ask us first, and we will deal with it quickly.

If you are past 72 hours

You are no longer covered by the guarantee, but you can still stop future charges at any time. See How to cancel or pause your plan. If something went wrong with the service itself, tell us in a ticket and we will look at it.

Account credit

If you topped up your balance and did not spend it, an unspent top-up can be refunded within 14 days. See How to use account credit and redeem a gift card.