Refund Policy

This Refund Policy outlines the terms and conditions for refunds at SkailarHost ("we," "our," or "us") for our game server hosting services.

We strive to provide high-quality, reliable game server hosting services. However, we understand that there may be circumstances where a refund is appropriate. This policy explains when and how refunds are processed.

By purchasing our services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

SkailarHost offers refunds under the following circumstances:

• Service Unavailability: If our services experience significant downtime (exceeding 72 consecutive hours) due to issues within our control, you may be eligible for a prorated refund for the affected period.
• Billing Errors: If you've been incorrectly charged or overcharged for our services, you're eligible for a refund of the incorrect amount.
• New Customers: If you're a new customer and are unsatisfied with our services, you may request a refund within 24 hours of your initial purchase.

To request a refund, please follow these steps:

1. Contact our support team through one of our official channels (email, support ticket, or Discord).
2. Provide your account information, including the email address associated with your account and order number.
3. Clearly state the reason for your refund request and include any relevant details or documentation.
4. Our support team will review your request and respond within 2 business days.

If your refund request is approved, we will process the refund according to the timeframes outlined in the next section.

Once a refund has been approved, the processing time depends on your original payment method:

• Credit/Debit Cards: Refunds typically appear in your account within 5-10 business days, depending on your card issuer.
• PayPal: Refunds are usually processed within 3-5 business days.
• Cryptocurrency: Crypto refunds are processed within 5-7 business days and will be refunded at the current market rate, not the original purchase rate.
• Account Credit: Refunds to account credit are processed immediately and can be used for future purchases.

The following items and services are generally not eligible for refunds:

• Services that have been used for more than 24 hours (for new customers).
• Domain name registrations and renewals.
• Add-on services that have been activated or used.
• Services canceled after the renewal date.
• Services terminated due to violations of our Terms of Service.
• Custom development or configuration services that have been completed.

Additionally, we do not provide refunds for service interruptions caused by:

• Scheduled maintenance (with advance notice).
• Issues with third-party services or software.
• Force majeure events (natural disasters, etc.).
• Issues caused by the customer's actions or configurations.

You may cancel your subscription at any time through your account dashboard or by contacting our support team. Here's what you need to know about cancellations:

• Monthly Subscriptions: When you cancel a monthly subscription, your service will remain active until the end of the current billing period. No partial refunds are provided for the unused portion of the month.
• Quarterly/Annual Subscriptions: For longer subscription terms, you may be eligible for a prorated refund of the unused portion if you cancel before the end of the term, subject to a cancellation fee.
• Auto-Renewal: Canceling your subscription will stop the auto-renewal process. Be sure to cancel at least 24 hours before your next renewal date to avoid being charged for the next billing cycle.

Refunds are typically processed to the original payment method used for the purchase. However, there are some exceptions:

• If the original payment method is no longer available or valid, we may issue the refund as account credit or through an alternative payment method.
• For cryptocurrency payments, due to the volatile nature of cryptocurrency values, refunds may be processed in the equivalent value of the original purchase at the current exchange rate, not the original cryptocurrency amount.
• In some cases, we may offer account credit instead of a direct refund, especially for partial refunds or service credits.

If you have a preference for how your refund should be processed, please specify this in your refund request. We will try to accommodate your preference when possible.

SkailarHost may make exceptions to this refund policy in certain circumstances:

• Extended Service Outages: In the event of extended service outages beyond our control, we may offer service credits or partial refunds as a gesture of goodwill.
• Technical Issues: If you experience persistent technical issues that our support team cannot resolve, we may offer a refund even outside the standard refund window.
• Special Circumstances: We understand that exceptional situations may arise. If you believe your situation warrants special consideration, please explain the circumstances in your refund request.

All exceptions are evaluated on a case-by-case basis and are granted at the sole discretion of SkailarHost management.

If you disagree with our decision regarding your refund request, you may appeal the decision by:

1. Responding to the original support ticket with additional information or clarification.
2. Escalating your request to our management team by explicitly asking for an escalation.
3. Providing any additional documentation or evidence that supports your refund request.

We are committed to resolving disputes fairly and will review escalated cases within 5 business days.

SkailarHost reserves the right to modify this Refund Policy at any time. We will provide notice of significant changes by:

• Posting the updated policy on our website.
• Updating the "Last Updated" date at the top of this policy.
• Sending an email notification to registered users for major changes.

Your continued use of our services after the posting of the updated Refund Policy constitutes your acceptance of the changes. If you do not agree to the updated policy, you should discontinue using our services.

If you have any questions about these Terms or our Services, please contact us at: