This policy explains how cancelling works and when we refund a payment. It is part of our Terms of Service.
1. Cancelling a service
You can cancel any service at any time from the billing area. Cancelling stops the next renewal. Your server keeps running until the end of the period you have already paid for, and is then removed.
2. Periods that have started
Plans are paid in advance for the period you chose: monthly, quarterly or yearly. Apart from the 15-day money-back guarantee and the other cases below, a period that has started is not refunded, including for time you do not use.
3. When we do refund
- 15-day money-back guarantee: if you are not happy with a new service, ask for a refund within 15 days of its first payment and we refund that payment in full. This covers the first payment for a new service, not renewals, and is available once per customer. It does not apply to a service suspended or ended for breaking our Acceptable Use rules.
- Late 24-hour orders: if an order marked "ready within 24 hours" is not ready in time, you choose either a full refund for that order or extra free days added to your service.
- Duplicate charges: if you were charged twice for the same thing, we refund the extra payment.
- Where the law requires it: for example, consumer rights that apply in your country.
If something has gone wrong with your server, talk to us first. We would rather fix the problem, and we may offer a credit or a refund where it is fair to do so.
4. VPS and dedicated servers
VPS and dedicated servers are set up for you on hardware we rent for your order. They are covered by the same 15-day money-back guarantee as game servers; after that, the current monthly period is not refundable, apart from the other cases in section 3.
5. How to ask for a refund
Email hello@gghost.cloud from the address on your account, with your order number and the reason. We reply to refund requests within 7 business days.
Approved refunds go back to the card or payment method you paid with, through our payment provider (Stripe). They usually show on your statement within 5 to 10 business days, depending on your bank.
6. Chargebacks
Please contact us before disputing a payment with your bank. Most problems are faster to solve directly. If a chargeback is opened, the related service may be suspended until it is resolved.