Refund and Cancellation Policy

The short version

• Stop a pass renewing any time, in one click. You keep the time you have paid for, at the price you paid: nothing is taken back.
• Within 14 days of your first payment for a pass, you can cancel it and get back the money for the time you have not used, for that payment and for every renewal in those 14 days. You can do most refunds yourself, from your billing page, or email us.
• After those 14 days, a renewal is refunded in full if you ask within 15 minutes of the payment for a day pass, 12 hours for a week pass or 24 hours for a month pass.
• Refunds go back to the card or account you paid with. Nothing else.

1. Your right to cancel

You can change your mind and cancel any pass you buy: a day pass, a week pass or a month pass, whether it renews or you pay once. You have 14 days. The 14 days start on the day of your first payment for the pass and end at the end of the 14th day after that day. For example, if you buy on 1 March, your last day is 15 March. If the pass renews, the 14 days cover every renewal payment taken inside them: cancel within the 14 days and we refund the time you have not used of each of those payments. If you turn renewal back on after stopping it, a new 14 days start with the first renewal payment after that. In the UK this is your legal right. If you live in the United States it is a term of our contract with you, and it works the same way.

How to cancel. Use Cancel and refund on your server's billing page, or email support@galeforcehosting.net with a clear message such as "I cancel my week pass for server X". You do not need a reason. It is enough to send your message before the 14 days end. A form you can use is at the end of this page; you do not have to use it.

Your server starts straight away. So that we can start your server as soon as you pay, checkout asks you to tick a box saying you want that and, for a day or week pass, that you understand it cannot be cancelled once it has run its full length. We cannot take your payment without it. If you then cancel within the 14 days, you pay for the share of the pass's time that has already passed, whether or not your server was switched on, and we refund the rest. If you paid once for a day or week pass and it has run its full length, you can no longer cancel it. If your pass renews, a payment whose time has all passed is used up, so nothing comes back on it.

Your refund. We refund you without delay and in any case within 14 days of the day you tell us. We pay it back to the card or account you paid with, and charge nothing for doing so.

2. Self-serve refunds: who qualifies

You can refund yourself, instantly, when all the unused passes on a server are:

• day passes,
• week passes,
• the first month you ever bought for that server,
• or renewals of a pass, taken inside its first 14 days,

and each is still inside its 14 days (section 1). A renewal refunded under section 4 has a button of its own.

The server's billing page shows the exact amount before you confirm. A self-serve refund ends the server's paid time now and stops the server. All qualifying purchases on that server are refunded together.

If a purchase does not qualify (for example its 14 days are over), ask support. We still honour your legal rights.

3. How the amount is worked out

For each purchase: what you paid, times the share of the pass you had not yet used. "What you paid" is the amount we charged: if you paid the renewing price (10% off, section 6 of the Terms of Service), it is that lower amount. We round the part we keep down to the penny, so any rounding goes your way.

Examples:

• A £5.70 week pass, refunded after 2 full days: 5/7 unused, so £4.08 back.
• A £10.88 month pass bought 3 days ago in a 30-day month: 27/30 unused, so £9.80 back.
• A £2.00 day pass that has already run its 24 hours: nothing unused, so nothing back.

Upgrades (making a server bigger mid-pass) are refunded on the same basis, for the time left when you upgraded.

4. Renewals, and limits on the refund button

• A renewal after your first 14 days. A renewal does not start a new 14 days. When a pass renews after the 14 days in section 1 have ended, we refund that renewal in full if you ask within 15 minutes of the payment for a day pass, 12 hours for a week pass or 24 hours for a month pass. Use the refund button on your billing page, which shows while that time lasts, or email support@galeforcehosting.net; an email counts from the moment it reaches us. The refund switches renewal off and ends the period that renewal paid for; any other time you have paid for on the server moves up to start now. It does not count towards the 3 refunds below.
• After that time there is no right to a refund of that renewal. We will still always refund a renewal if our cancel button did not work when you tried it, if your cancellation reached us before the payment was taken, if the payment was taken before the period it pays for had begun, or if the service was not provided with reasonable care and skill (see section 15 of the Terms of Service).
• You can use the refund button up to 3 times in any 30 days on your account. This only limits the button. You can always cancel by emailing support@galeforcehosting.net, and we will refund you in the same way and within the same 14 days.
• A day pass or a week pass you paid for once, and that has run its full length, is fully used, if you ticked the box at checkout that said so. Nothing is refundable on it.
• If a renewal is charged at a higher price than your last one (our prices went up, or the renewing price no longer applies), you can cancel within 14 days after that payment and we refund the unused part of the period it paid for. This can only happen after your 12-month price lock ends, and we email you 30 days before it does (section 6 of the Terms of Service). Email support@galeforcehosting.net; it does not count towards the 3 refunds above.
• If we did not send you the reminder we promised before a month pass renewed, or before the first renewal after a first-pass price (section 5), or it showed a lower amount than we charged, that renewal is refundable in full, whenever you ask. Its receipt says so. You can take this refund from the billing page or by email; it has no 14-day limit and does not count towards the 3 refunds above. Taking it switches renewal off. If you have other paid time on the server, the server keeps running until that time ends.
• Each time you yourself buy a pass you get 14 days to cancel it, as described in section 1, even if you already have other passes on the same server.

5. Stopping a pass that renews

• Open your billing page and press Stop renewing beside the server, or use the cancel link in any receipt or reminder. One click, any time, even the day you bought it. No form, no call, no questions. Or email support@galeforcehosting.net with a clear message saying you want to cancel; an emailed cancellation counts from the moment it reaches us.
• It takes effect at the end of the period you have paid for. The pass runs to that time, then the server stops. Nothing more is charged.
• Stopping costs nothing, and we never ask for the 10% back. A pass you bought at the renewing price runs to its end at the price you paid. Anything you buy for the server afterwards and pay for once is at the full price.
• We email you within 24 hours to confirm, with the date and time your paid time ends.
• You can turn renewal back on any time before the pass ends, if the card is still saved. First we ask you to confirm you are 18 or over and to agree to the renewal charge.
• Every renewal payment gets a receipt by email, with the amount, the period it pays for, the date and time of the next payment, and a cancel link.
• For a month pass, between 5 and 7 days before every renewal we email you the amount, the date and time of the charge, anything that has changed since the last renewal (including any price change), the last moment to cancel, and a cancel link. We always send this reminder. If we ever fail to, that renewal is refundable in full (section 4).
• A day or week pass gets no reminder before each renewal. For every six months it keeps renewing without a break, we email you a reminder that it is still renewing, with the amount, how often we charge it, and a cancel link: between 12 and 24 hours before the renewal it is about for a day pass, and between 3 and 7 days before for a week pass.
• After a first pass bought at a first-pass price, we also email you before its first renewal, in that same window, with the full price that renewal and each one after it will charge. If we ever fail to, that renewal is refundable in full (section 4).
• Buying another pass for the server and choosing to pay once also stops the renewal: the server then runs to the end of all the time you have paid for.

6. Declined renewals

We take a renewal payment at the moment your new period starts, never before. If it is declined, your server keeps running for 6.1 hours from the moment the payment was due, and we email you straight away to say so, with the time we will try again and a link to pay on your billing page. We try again 6 hours after the payment was due. If that works, the new period runs from when the old one ended. If it does not, your server stops when the 6.1 hours end, and we charge nothing for those hours. A week or month pass then gets one last try, 24 hours after the payment was due, with the server stopped; if it works, we start your server again for you, and the new period starts then. A day pass gets no further try. When no try has worked, renewal switches off and the pass ends, and your files are kept as our Terms of Service (section 9) set out. Nothing is refunded because nothing was charged.

If your bank wants you to approve the payment, we cannot take it automatically, so we do not try it again and renewal switches off. Your server still runs for the 6.1 hours, and our email asks you to pay on your billing page. If you have not paid when the 6.1 hours end, the server stops and the pass ends.

Paying on your billing page meanwhile buys a new pass in the usual way, starting when you pay. We charge nothing for the hours before it.

We do not give the 6.1 hours if a renewal on your account ended unpaid in the 30 days before: then your server stops as soon as the payment is declined, and the tries above still happen.

7. Deleting a server with time left

If you delete a server that still has paid time, we ask first. You can:

• cancel renewal instead and keep playing to the end,
• take a refund (where section 2 allows), or
• delete anyway. The remaining time ends with the server, and renewal switches off. Your right to cancel is not lost: if you are still inside the 14 days (section 1), email us and we refund the share you had not used when you deleted.

8. Refunds we make ourselves

We refund you in full, automatically, when:

• we cannot create a new server you paid for: we refund every pass you paid for it, in full, and email you. You can try again by buying a pass for it,
• you pay to make a server bigger and we turn out not to have room,
• your payment goes through after your checkout timed out and the room we were holding for your server has gone.

If we create your server but its game then fails to install on our machine, nothing is refunded automatically: contact support and we will fix it or refund the pass in full.

Support refunds the time you have not used when:

• we stop offering a game you hold a pass for,
• we change these terms and you choose to leave within 30 days of our notice.

Support can also refund any purchase, in full or in part, at any time, at our discretion.

9. Outage credit

If our fault takes your server offline for more than an hour, unplanned, you get a free day on your pass for each 24 hours (or part of one) you were down, or a refund of the affected time if you prefer. This is on top of your legal rights, which are not affected. Please ask support within 30 days so we can check our logs; if you ask later we will still look at it.

10. Where the money goes

• Always back to the original card or payment method. We cannot send it anywhere else.
• We send the refund straight away, and in any case within 14 days of your cancellation. It normally shows in your account within 5 to 10 working days, depending on your bank.
• You get an email confirming each refund.

11. Chargebacks

Please ask us first; we can often sort it out faster. You can always contact your bank. A chargeback puts your account on hold and stops the servers that payment paid for, until it is resolved; your other servers keep their paid time. A person reviews every hold. If it is decided in our favour we add back the stopped time.

12. Contact

support@galeforcehosting.net

Model cancellation form

This is the UK's standard cancellation form. You do not have to use it, wherever you live. Any clear message works (section 1).

To Galeforce Hosting Ltd, 22 Bluecoat Close, Nottingham, NG1 4DP, United Kingdom, support@galeforcehosting.net:

I/We hereby give notice that I/We cancel my/our contract for the supply of the following service: [pass and server].

Ordered on [date].

Name of consumer(s): ___

Address of consumer(s): ___

Signature (only if this form is notified on paper): ___

Date: ___