Policies
Refund policy
New services get a 72-hour window. If we cannot deliver your server, you get your money back without asking.
The legal business name, jurisdiction, and contact address are being confirmed and will be added here before any payment is accepted. Until then this page is a draft of the terms we intend to operate under.
The 72-hour window on new services
- What: a full refund of the first invoice for a new service.
- When it starts: at the moment your panel login and server are delivered (service availability). The clock does not start at payment, because you cannot judge a server you cannot log in to.
- Who: first invoice of a new service, requested from the account that placed the order.
- How: a billing ticket or the cancellation form in the client area. Say "refund" and the server name; you do not need to give a reason, though we appreciate one.
- The server: the server is stopped on refund and its files are deleted 7 days later unless you ask for them sooner. Download anything you want to keep first.
- The welcome offer: a refunded first invoice returns the Launch welcome offer seat to the cohort, and the offer is not available again on a later order from the same customer.
If we cannot provision your server
If we cannot provision a paid server, you get a full refund without needing to ask within the window. We treat a paid order that has not been delivered within 24 hours as a failed provisioning: we refund it in full and tell you what went wrong. You never have to chase us for money on a server that does not exist.
Renewals
Renewal payments are not refundable once the new period has started, except where we have failed to provide the service for a substantial part of that period, where a law that applies to you says otherwise, or where we choose to refund as a matter of goodwill. We do not send a reminder before each renewal, so to avoid an unwanted charge, cancel from your account before the renewal date. Your next renewal date is shown on the service in your account.
Outages and credits
We do not sell an uptime guarantee, so there is no formula for automatic credits. If an outage on our side is long or repeated, ask us; we will look at the actual downtime and offer a proportionate credit or refund. Tell us roughly when it happened and we will check it against our own logs, so the work of proving it is ours, not yours.
Timing and method
Refunds go back to the original payment method; card networks can take several business days to show it. We issue refunds within 3 business days of approving them; the card network then controls when the money appears. Refunds go only to the original payment method. Payment processing fees are absorbed by us, not deducted from your refund.
Chargebacks
A disputed payment suspends the affected service until the dispute is resolved, because our processor freezes the funds. Please ask us for a refund first; it is faster for you and avoids the suspension.
Your legal rights
This policy sets out what we offer as a business. It does not limit any rights you have under the consumer protection laws that apply where you live. Questions go to the support page.