Refund and Cancellation Policy

In plain language. Hosting is prepaid and, once the server exists, it is not refundable. Cancelling in the middle of a period does not produce a refund, and neither does changing your mind, choosing the wrong plan, being suspended for something you did, or downtime that the Service Level Agreement covers with credit instead. There are two situations where we do give the money back: we never delivered what you paid for within 24 hours and could not fix it, or you were charged twice for the same invoice. Ask within the window in Section 5 and we honour it. Everything else is handled with account credit or not at all. This box is a summary; the numbered sections below are the policy.

This is the policy you accept at checkout. The order page asks you to tick "I agree to the Terms of Service and the Refund Policy" before payment, and the link next to it opens this page. We apply this policy exactly as it is written here, to every customer, in the order of the sections below.

1. What You Are Buying

1.1. Services are prepaid for a billing period — monthly, quarterly, or another period shown at checkout or on a custom invoice. Prices are in United States dollars. There are no setup fees on the standard hosting plans, and taxes, where they apply, are shown before you pay.

1.2. Once payment is confirmed the Service is created automatically: the server is built on a node, resources are reserved for it, an IP address and ports are allocated, and access to the Panel appears in your client area. The Service is delivered at that moment, whether or not you have logged in, installed anything or invited a single player.

1.3. From that moment the capacity is committed to you and cannot be sold to anybody else for the rest of the period. That is why the price is charged in advance and is not refundable.

2. No Refund — the General Rule

We do not refund a payment, in whole or in part, in any of these situations:

• Service time already provided, whether or not you used it. A period that has started is not refundable, not even in part.
• Cancellation in the middle of a billing period. Cancelling stops the next renewal; it does not return the days you have paid for. Immediate cancellation deletes the Service straight away and does not produce a refund for the remaining days.
• Change of mind. You no longer need the server, the community did not grow, you picked the wrong game, plan, memory size or location, you found another provider, or somebody else paid for it.
• Suspension or termination caused by you, including non-payment, breach of the Terms of Service or the Acceptable Use Policy, fraud, a stolen payment method, or a chargeback.
• Downtime. Availability is handled by the Service Level Agreement, which pays account credit when the monthly target is missed. Downtime is not refunded in cash, and downtime below the SLA threshold produces no credit.
• Add-ons and work already delivered, including dedicated IPv4 addresses, extra storage blocks, extra ports, migrations, custom configuration, development work and software licences that have been issued or activated.
• Problems on your side. Plugins, mods, scripts, bots, game clients, your own configuration, a game update that breaks your server, a third-party service you depend on, or a ban applied by a game publisher are not our failure to deliver.
• Unused account credit, promotional credit and free periods, which have no cash value.
• Renewals you forgot to cancel. Once the new period is charged and the Service continues, the payment is not refundable. Section 6 explains how to avoid this.

3. Exceptions We Do Honour

We refund, in full, in exactly these cases:

3.1. Failure to deliver. You paid and the Service was never delivered: the server was not created, or it was created but was unusable from the start for a reason on our side, and we could not fix it within 24 hours of the payment being confirmed. We refund the full amount charged for that Service, including its add-ons.

3.2. Duplicate charge. The same invoice was charged more than once, or you were charged for a Service that had already been paid for. We refund the duplicate amount. We also look for duplicates ourselves and return them without waiting for a request.

3.3. A charge that should not have happened, such as an invoice raised after you had already cancelled, or a payment taken from a payment method you had removed. We refund the amount charged in error.

3.4. Where the law requires it. If mandatory consumer protection law where you live gives you a refund right that this policy does not, that law applies and we follow it.

Outside these cases we do not issue refunds. Section 4 explains what we do instead.

4. Account Credit

4.1. Where this policy or the Service Level Agreement provides a remedy that is not a cash refund, we issue account credit: a balance on your Account that is applied automatically to your next invoices.

4.2. Account credit is not money on deposit. It is non-transferable — it cannot be moved to another account or person — and non-withdrawable: it cannot be paid out in cash, sent to a bank account or returned to a card. It only reduces what you owe us.

4.3. Credit issued as a goodwill gesture is discretionary and one-off; it does not create a right to the same treatment later.

4.4. Where we refund under Section 3, you may ask for the amount as account credit instead of a cash refund. That choice is yours, and we never impose credit where Section 3 gives you a refund.

5. How to Ask, and by When

5.1. Open a support ticket in the client area or write to [email protected] from the email address on your Account, with the invoice number, the Service, and what happened.

5.2. Windows:

• Failure to deliver (3.1): within 7 days of the payment.
• Duplicate charge (3.2) and charges in error (3.3): within 60 days of the charge.
• Requests under mandatory law: within the period that law allows.

5.3. We reply within 2 business days and decide within 5 business days of having the information we need. We may ask for details that let us verify the problem, such as the time you first tried to connect or the error you saw.

5.4. Approved refunds go back to the original payment method, through the payment processor that took the payment. The time it takes to appear on your statement is set by your bank or card issuer, typically 5 to 10 business days, and is outside our control.

5.5. If we decline a request we tell you why, in writing, and point to the section of this policy that applies.

6. Cancellation

6.1. You can cancel any Service at any time from the client area, without giving a reason and without contacting support.

6.2. At period end (default). The Service stays active until the end of the period you have paid for, no further invoices are issued, and on the end date the Service is deleted with all of its data.

6.3. Immediately. The Service and its data are deleted right away. This does not produce a refund for the remaining days.

6.4. A cancellation scheduled for the period end can be undone from the client area at any time before it runs. Once a Service has been deleted it cannot be restored.

6.5. To avoid an unwanted renewal, cancel — or turn off automatic renewal — before the due date of the next invoice. Renewal invoices are issued in advance and reminders are sent to the address on your Account.

6.6. Cancelling a Service does not close your Account. Account closure and data deletion are described in the Privacy Policy.

7. Non-Payment

7.1. If a renewal invoice is unpaid, the Service is suspended 7 days after the due date and permanently deleted 14 days after the due date, with all files, worlds, databases, configuration and backups. The exact dates for each of your Services are shown in the client area.

7.2. Paying the outstanding invoice before the deletion date restores the Service. After deletion it cannot be restored.

7.3. If you do not want to keep a Service, cancel it rather than letting it expire, so you control when the data goes.

8. Upgrades and Downgrades

8.1. An upgrade during a period is charged prorated for the days remaining and applies once paid. The prorated amount is not refundable, and downgrading later does not return it.

8.2. A downgrade takes effect at the next renewal. The difference for the current period is not refunded or credited.

9. Chargebacks

If you think a charge is wrong, contact us first — most cases are resolved the same day. A chargeback filed on a Service that was delivered is a breach of the Terms of Service and is handled under the Chargeback and Dispute Policy, which explains the suspension, your liability for the disputed amount and the processor's dispute fee, and the evidence we submit.

10. Your Data

10.1. You are responsible for keeping your own copies of the files, worlds, databases and configuration on your Service. The backup slots in a plan are a convenience, not a guarantee, and they are deleted with the Service.

10.2. Once a Service is deleted — end of period, immediate cancellation, 14 days of non-payment, or termination — its data cannot be recovered. Download what you need before the deletion date shown in the client area.

11. Consumer Rights

Immediate delivery and the right of withdrawal. Where you live in a country whose law gives you a period to withdraw from a distance purchase — fourteen days in the European Union and the United Kingdom — you ask us, when you tick the box at checkout, to begin providing the Service immediately, and you acknowledge that once the Service has been created you lose that right of withdrawal. We record that request, the date and the address it came from. If you have not yet asked us to create the Service, the withdrawal right is unaffected.

Nothing in this policy limits rights that mandatory consumer protection law where you live gives you and that cannot be waived by contract. Where such a law grants a broader refund right, that law applies to the extent of the difference.

12. Changes

We may update this policy as described in the Terms of Service, with notice by email or in the client area at least 14 days before the change takes effect. The version that applies to a purchase is the one published when you paid, and the "last updated" date at the top shows the current version.

13. Contact

TridentSky 5501 Hildebrand Boulevard a340, Kennewick, WA 99338, United States Email: [email protected] Website: tridentsky.net Client area: billing.tridentsky.net