Cancel your plan or get a refund

Cancelling stops the next renewal and leaves your server running until the paid period ends. A refund reverses a recent payment and suspends the server straight away. You can cancel an active or past-due subscription yourself under Billing, with no ticket needed.

Cancel your subscription

1. Log in and open Billing (/dashboard/billing).
2. Under Subscriptions, find the server's row and select Actions.
3. Select Cancel subscription. The dialog shows the date your paid period ends.
4. Optionally, pick a reason. Too expensive also offers Switch instead when a cheaper plan exists on your billing cycle: it keeps the same server and moves it to that plan at your next renewal.
5. Select Cancel subscription to confirm. The plain Cancel button backs out instead.

The row now shows Cancels and the end date, and we email you to confirm.

What happens after you cancel

• Your server keeps running until the end of the paid period, and you won't be charged again.
• On that date the badge changes to Cancelled and the server is suspended: it stops, and its data is kept while it stays suspended. We email you when this happens.
• A suspended server isn't deleted straight away, but it isn't kept forever. Section 9 of the Terms of Service covers when we may delete one and says we email a warning first.

Change your mind before the end date

Open Billing, select Actions on the subscription, then select Keep subscription. Billing carries on as normal, and the row goes back to showing Renews and the date.

Download your files first

The panel can't open a suspended server's files, so take a copy while the server is still running. When every backup slot is used, a new backup replaces your oldest unlocked one (the default Overwrite oldest when full setting), so download that one first.

1. Open the server (the Server button on its billing row) and go to the Backups tab.

2. Select Create backup, then Create backup again in the New backup form, and wait for it to finish.

   

3. Select Download on the finished backup and keep the file somewhere safe.

The File Manager also downloads single files or a folder as a zip. To copy whole folders in one go, use SFTP: Connect over SFTP with FileZilla or WinSCP.

Get a refund

Inside the refund window

The Refund Policy gives a full refund when you ask within a set window after a purchase or renewal payment, and says how long that window is and how long the money takes to reach your card. Inside that window you can do it yourself.

1. Open Billing and select Actions on the subscription.
2. Select Request refund. The dialog shows the amount.
3. Select Refund and cancel. The badge changes to Cancelled, and we email you a refund confirmation.

The payment goes back to the card you paid with, and the suspended server's data is kept.

Outside the window

After the window, the policy treats a payment as generally non-refundable, apart from the EU and UK withdrawal right below and your Australian Consumer Law rights, which it doesn't limit.

To ask about a payment outside the window, or to make an Australian Consumer Law claim:

1. Open Support (/dashboard/support) and select New ticket.
2. Set Category to Billing and pick the server under Related server.
3. Say which payment it's about and why.

Section 9 of the policy also lets you email us from your account's address.

EU and UK 14-day withdrawal

The policy gives consumers in the European Union or the United Kingdom a statutory right to withdraw within 14 days of purchase, without giving a reason. You get a proportionate refund. Section 6 of the Refund Policy explains how it's worked out and when the full-refund window applies instead.

1. Download your files first (see above): withdrawing cancels the subscription and suspends the server straight away.
2. Open Billing, select Actions on the subscription, then select Withdraw from contract.
3. Check the details, including the Estimated reimbursement, then select Confirm withdrawal. We email you a confirmation with the date and time we received it.

If the menu doesn't show what you expect

• No Cancel subscription button - the subscription is already set to cancel (you'll see Keep subscription), has ended, or is suspended for non-payment. To close a suspended one, open a Billing ticket.
• No Request refund button - the newest payment is outside the window or already refunded.
• No Withdraw from contract button - more than 14 days have passed since the subscription started, or it has already ended.
• A refund error asks you to email support - the refund didn't go through. Email us or open a Billing ticket with the error text.
• A server you play on isn't listed - only the account that pays for it can cancel it.