Refund Policy

1.Refund Policy

This chapter is the complete statement of the refunds we offer. It sits on top of your statutory rights and of Paddle's own refund rules — the first clause explains how they fit together. The descriptions in the help center and on the home page are readable summaries; where they differ from this chapter, this chapter governs.

1. 1.1

   Your statutory rights come first, and so do Paddle's. Depending on where you live, the law may give you a period in which you can cancel a purchase and get your money back — for example 14 days for consumers in the EEA, the United Kingdom and Switzerland, and 7 days for consumers in South Korea. Paddle is the seller, and it applies those rights and its own refund rules to your transaction. Nothing in this chapter reduces any of that: where a statutory right or Paddle's policy gives you more than we promise below, the more favourable one applies, and you do not need our agreement to use it.

2. 1.2

   Because your server starts as soon as you pay, you are asking us to begin performing straight away. If you then exercise a statutory right to cancel, the law may let us keep an amount in proportion to the part of the term already provided, and the rest is refunded.

3. 1.3

   On top of those rights we offer a no-questions-asked refund: within 24 hours of your server going live (the order reaching Running), you can ask for a full refund without giving a reason. The 24 hours run from the moment the server goes live, not from the moment you paid.

4. 1.4

   One no-questions-asked refund per account per calendar month. The month is the calendar month in which you submit the request, not a rolling 30 days. A second or later request in the same calendar month does not qualify.

5. 1.5

   After the 24-hour window closes or the monthly limit is used up, the service is in principle non-refundable — always subject to the statutory rights and to Paddle's rules described at the start of this chapter. If you have good reason — for example the service being unusable for a long period because of something on our side — open a ticket explaining it and we will consider a refund of the remaining value after deducting the time already used.

6. 1.6

   The no-questions-asked refund does not apply to:

   • orders whose service was suspended or terminated for breach of these Terms
   • problems confirmed through support to have been caused by your own actions, such as deleting a save or misconfiguring the server yourself
   • orders obtained through a limited-time discount, giveaway, or bundle, unless the campaign says otherwise
   • a second refund request for an order that has already been refunded
7. 1.7

   Refunds for failed setup are not limited by the 24-hour window or the monthly cap, and do not count against your no-questions-asked refunds.

8. 1.8

   When an order paid with a coupon is refunded, the refund is calculated on what you actually paid — the discounted amount — and the coupon that was used is not returned. If the refund is due to something on our side, open a ticket and we can reissue it.

9. 1.9

   Refunds are paid out by Paddle, because Paddle took the payment. They always go back to the account you paid from and, where the law allows it, may be net of fees charged on the transaction. We normally submit a refund within 1–3 business days; how long it then takes to arrive is up to Paddle and your bank.

10. 1.10

    Once a refund completes, the corresponding instance is stopped and reclaimed, and the game saves and backups on it are deleted. If you want to keep the save, export it before you request the refund.

11. 1.11

    How to ask: open a ticket from the order page in the Console with your order number and a description of the problem, or email [email protected]. You can also ask Paddle directly using the link on your receipt — that is the right route when you are exercising a statutory right to cancel.