Draft. This document has not been through legal review yet.
New game servers
If a new game server does not work for you, ask for a refund within 72 hours of the first payment and we will refund it in full. One refund per customer under this rule.
Renewals
Renewal payments are not refunded, because the period they pay for has already been reserved for you. Cancel before the renewal date to avoid being charged.
Upgrades and downgrades
When you upgrade you pay only the difference for the rest of the period. When you downgrade the difference is credited to your account for future invoices.
Outages
If a service is unavailable for a significant part of a billing period because of a failure on our side, ask for a credit and we will add it to your account.
How to ask
Open a ticket from the billing area or email the support address on the contact page. Refunds go back to the original payment method and usually appear within 5 to 10 business days.
Exceptions
Refunds are not given for services terminated under the Acceptable Use Policy.