Refund Policy

1. Overview#

Galaxy Gaming Host LLC ("we," "us," or "our") strives to provide high-quality VPS hosting and game server services. This Refund Policy explains our refund terms, money-back guarantee, and cancellation procedures.

Our Commitment: We want satisfied customers. If you're not happy with our service during the trial period, we'll refund your money.

Read Carefully: Some items are non-refundable. Review this policy before purchasing.

2. Money-Back Guarantee#

2.1 72-Hour Money-Back Guarantee#

Eligible Services: - New VPS hosting plans (first purchase only) - New game server hosting plans (first purchase only) - Upgrade to higher-tier plans (refund of upgrade difference)

How It Works: - Request a refund within 72 hours (3 days) of initial service activation - We will issue a full refund of the service fee - No questions asked (though we appreciate feedback) - Refund processed within 5-7 business days

To Request: 1. Open a support ticket titled "Refund Request" 2. Include your invoice number 3. Briefly state reason (optional but appreciated) 4. We'll process within 24 hours

Two separate 72-hour periods apply to your account. Do not confuse them:

Clock	What it governs
72-hour money-back guarantee	Runs from initial service activation. Refund eligibility for a brand-new service.
72-hour cancellation notice	Runs backward from your next billing date. Deadline to submit a cancellation request and stop an automatic renewal. See Section 6.

2.2 Money-Back Guarantee Exclusions#

The 72-hour guarantee does NOT apply to: - Renewal orders (only new services) - Services cancelled more than 72 hours after activation - Accounts terminated for Terms of Service violations - Accounts suspended for non-payment - Second or subsequent purchases (one per customer)

3. Non-Refundable Items#

The following are NEVER refundable under any circumstances:

3.1 Setup Fees#

One-time setup or installation fees
Migration assistance fees
Custom configuration charges
These cover labor already performed

3.2 Domain Registrations#

Domain name registrations
Domain transfers
Domain renewals
Premium domain purchases
We cannot refund domains as registry fees are immediate

3.3 Software Licenses#

Third-party software licenses (cPanel, Plesk, game licenses, etc.)
Plugin or addon purchases
Premium control panel themes
These are purchased from vendors on your behalf

3.4 IP Addresses#

Additional IP address monthly fees
IPv4 address allocation fees
Justification processing fees

3.5 Administrative Fees#

Account restoration fees
Rush migration fees
Expedited support fees
Custom development work

3.6 Partial Months#

We do not provide prorated refunds for unused portions of billing cycles
If you cancel mid-month, service continues until the end of the billing period
No refund for the remainder of the paid period

3.7 Dedicated Resources#

Dedicated servers (separate policy may apply - contact us)
Bare metal servers
Colocation services

4. Refund Scenarios#

4.1 Downtime Refunds#

Service Level Agreement (SLA) Credits: - If we fail to meet our 99.5% uptime SLA (where applicable) - You may be eligible for service credits - Credits are calculated as percentage of monthly fee - Credits applied to your account, not cash refunds - Must request SLA credit within 7 days of incident

Scheduled Maintenance: Does NOT count toward SLA or refunds

Your Fault: Downtime caused by your actions (misconfiguration, attacks on your servers, etc.) is not eligible for refunds

See our SLA document for detailed uptime credit calculations

4.2 Service Issues#

Unresolvable Technical Problems: If we cannot resolve a technical issue with your service: - We may offer prorated refund for time service was unavailable - Or migrate you to alternative infrastructure at no charge - Or provide service credit for future use

Must Meet Conditions: - Issue must be our fault (not your configuration) - You must give us reasonable time to resolve (48-72 hours) - Issue must be documented through support tickets

4.3 Billing Errors#

Double Charges: - If you're accidentally charged twice, we'll refund the duplicate immediately - Contact us within 30 days of erroneous charge

Incorrect Amounts: - If charged wrong amount, we'll refund the difference - Must report within 30 days

Unauthorized Renewals: - If auto-renewal happens after you cancelled, we'll refund - You must have cancelled at least 48 hours before renewal date - Provide screenshot of cancellation confirmation

4.4 Cancelled Services#

You Cancel: - No refund for time remaining in billing period - Service remains active until end of paid period - Must cancel at least 48 hours before renewal to avoid next charge

We Terminate (Violations): - No refund if terminated for Terms of Service violations - No refund for abuse, illegal content, or attacks - You remain liable for all charges incurred

We Terminate (Our Fault): - If we discontinue a service, you'll receive prorated refund - Or free migration to comparable service

5. Refund Methods#

5.1 Original Payment Method#

Refunds issued to the original payment method when possible:

Credit Cards: - Refunded within 5-7 business days - May take 1-2 billing cycles to appear on statement - Subject to your bank's processing time

PayPal: - Refunded within 1-3 business days - Instantly available in your PayPal account

Cryptocurrency: - Refunded in USD equivalent at time of refund (not original crypto amount) - Due to crypto volatility, amount may differ from original charge - Sent to wallet address you provide - You pay transaction fees - May take 24-48 hours

5.2 Alternative Methods#

If original method is unavailable: - Account credit (can be used for future services) - Wire transfer (for amounts over $500, you pay wire fees) - Check by mail (for amounts over $100)

5.3 Processing Time#

Refund approved: Within 24 hours of request
Refund initiated: Within 48 hours of approval
Refund received: 5-7 business days (varies by payment processor)

6. Cancellation Policy#

6.1 How to Cancel#

Cancellations are accepted only through a formal cancellation request submitted from your client area. Verbal requests, chat messages, social media messages, emails, and support tickets are not valid methods of cancellation and will not stop a renewal.

To submit a cancellation request: 1. Log into your client area 2. Navigate to "My Services" 3. Select the service you wish to cancel 4. Click "Request Cancellation" 5. Choose "Immediate" or "End of Billing Period" 6. Submit the request

Cancellation requests must be submitted at least 72 hours before your next billing date in order to prevent automatic renewal. Requests submitted less than 72 hours before the billing date may not stop the renewal invoice from generating or the payment method on file from being charged, and the resulting charge is non-refundable.

You will receive an on-screen confirmation and an email confirmation once your cancellation request is recorded. If you do not receive confirmation, your request was not submitted and your service will renew as scheduled. It is your responsibility to confirm that the request was received.

6.2 Immediate vs. End of Period#

Immediate Cancellation: - Service terminated within 24 hours - No refund for remaining time - Use when you want to stop service NOW

Data retrieval: Following cancellation, we may, at our sole discretion, provide a secure download link to allow for data retrieval. Provision of such a link is a courtesy and is not guaranteed. You are responsible for maintaining your own backups prior to cancellation.

End of Billing Period: - Service remains active until paid period ends - No further renewals - Recommended option to use time you paid for

6.3 Cancellation Timing#

Avoid Unwanted Renewals: - Submit your cancellation request at least 72 hours before your billing date - Cancellation requests submitted within 72 hours of the billing date may not prevent the next charge - If you are charged following a late cancellation request, any refund is issued solely at our discretion - Automatic payment methods on file (card, PayPal billing agreement, or similar) will continue to be charged until a valid cancellation request is recorded

6.4 Re-activation#

Cancelled Services: - Can be reactivated within 30 days - After 30 days, data is permanently deleted - Reactivation requires new payment

Suspended Services: - Can be unsuspended by paying outstanding balance - After 14 days suspended, service may be terminated

7. Chargebacks and Disputes#

7.1 Contact Us First#

ALWAYS contact us before initiating a chargeback or payment dispute.

We're reasonable and will work with you to resolve issues. Chargebacks hurt us and our relationship with payment processors.

7.2 Chargeback Policy#

If You File a Chargeback: 1. Account immediately suspended (all services frozen) 2. Account permanently terminated after investigation 3. All services deleted (no data recovery) 4. Banned from future services 5. May pursue legal action for fraudulent chargebacks

Chargeback Fees: - If chargeback is reversed in our favor, you pay: - Chargeback fee ($25-50 depending on processor) - Any legal fees incurred - Outstanding service balance

7.3 Legitimate Disputes#

Valid Chargeback Reasons: - Unauthorized charge (your card was stolen) - Never received service - Billed after cancellation (if cancelled properly)

We May Accept: - If dispute is valid, we won't fight it - Account will still be terminated but amicably

7.4 Fraudulent Disputes#

Friendly Fraud: If you dispute a charge for service you actually used, this is fraud.

Consequences: - We maintain detailed records proving service delivery - We will dispute the chargeback with evidence - Account permanently banned - May report to fraud databases - May pursue legal action

8. Special Circumstances#

8.1 Technical Issues#

Service Completely Unusable: - If we can't fix within 72 hours - You may receive prorated refund or credit - Must be documented in support tickets

8.2 Service Degradation#

Not Meeting Advertised Specs: - If VPS doesn't match ordered specifications - We'll fix or refund difference - Must provide evidence (screenshots, benchmarks)

8.3 Dissatisfaction#

Not What You Expected: - Within the 72-hour guarantee window: Full refund - After 72 hours: No refund, but we'll help you find a solution - May offer plan change or credit

8.4 Financial Hardship#

Temporary Financial Issues: - We're not a bank, but we're not heartless either - Contact us if you need payment arrangement - May offer payment plan or temporary suspension - Case-by-case basis

9. Refund Request Requirements#

9.1 Information Needed#

Include in Refund Request: - Account email address - Invoice number - Service name - Reason for refund (brief) - Original payment date - Preferred refund method

9.2 Verification#

Identity Confirmation: - We may require identity verification - Answer security questions - Provide payment proof - Prevents fraudulent refund requests

9.3 Response Time#

We Will: - Acknowledge within 24 hours - Approve or deny within 48 hours - Process approved refunds within 48 hours

10. Exceptions and Modifications#

10.1 Case-by-Case Review#

Unique Situations: - Some cases may warrant exceptions - Management approval required - Document your case thoroughly

10.2 Good Faith#

Fair Treatment: - We treat customers fairly and reasonably - If we made a mistake, we'll make it right - If you're honest with us, we'll work with you

10.3 Abuse of Policy#

Policy Abuse: - Repeated refund requests (using service then refunding) - False claims - May result in account termination and ban

11. Upgrades and Downgrades#

11.1 Upgrades#

Mid-Cycle Upgrades: - Pay prorated difference for remainder of billing period - If you cancel after upgrade, no refund of upgrade difference

11.2 Downgrades#

Mid-Cycle Downgrades: - No credit for downgrade difference - Lower rate applies at next renewal - Plan carefully

12. Account Credits#

12.1 Credit Balance#

How Credits Work: - Applied automatically to future invoices - Never expire while account is active - Can be used for any service

12.2 Credit Refunds#

Cash Out Credits: - Credits generally cannot be refunded to cash - Exception: Account closure with no future service plans - Minimum $25 to refund (smaller amounts stay as credit)

13. Terms of Service Violations#

13.1 No Refunds for Violations#

Terminated for Cause: - No refund if you violated Terms of Service - Examples: Abuse, illegal content, attacks, spam - Balance remains due even after termination

13.2 Permanent Ban#

Serious Violations: - May be banned from future services - Any refund forfeited - May pursue legal action for damages

14. Contact Information#

14.1 Refund Requests#

Email: [email protected] Support Ticket: Preferred method Response Time: Within 24 hours

14.2 Questions#

Before Purchasing: Contact sales if you have questions about refund policy

Dispute Resolution: See our Terms of Service for formal dispute procedures

15. Changes to This Policy#

15.1 Policy Updates#

We may update this policy at any time
Changes posted on website with "Last Updated" date
Material changes announced via email
Continued use after changes = acceptance

15.2 Grandfathering#

Policy in effect at time of purchase applies to that purchase
New policies apply to future purchases

16. Legal Compliance#

16.1 Consumer Rights#

Your Rights: - This policy doesn't waive legal rights in your jurisdiction - Some regions have mandatory consumer protection laws - Those laws override this policy where applicable

16.2 Arbitration#

See Terms of Service for dispute resolution procedures.

17. Summary#

Simple Version: - ✅ 72-hour money-back on new services - ✅ Downtime credits for SLA failures - ✅ Billing error refunds - ❌ No refunds after 72 hours (except special circumstances) - ❌ Setup fees, domains, licenses, and IP addresses are non-refundable - ❌ No refunds for ToS violations - ⚠️ Cancel at least 48 hours before renewal date - ⚠️ Contact us before initiating chargebacks

Questions? Contact: [email protected]