Refund & Cancellation Policy
1. Who this applies to
Hostable customers are consumers, not businesses, in essentially all cases (individual Minecraft players). This policy is written on that assumption. If a business customer ever pays for Hostable in a B2B capacity, the cooling-off right in §2 does not apply to them, and that should be confirmed explicitly at the point of sale.
2. Cooling-off period (consumer contracts)
Under the UK Consumer Contracts Regulations 2013, you generally have a 14-day cooling-off period to cancel a consumer contract for a full refund. Two things affect how this applies to a digital boost:
- If the boost is fully consumed within the 14 days (e.g. a one-time RAM boost activates immediately), you'll be asked to expressly acknowledge at checkout that starting the boost immediately waives the cooling-off right for that specific purchase, as the regulations allow for digital content supplied on request.
- If you haven't started using the boost, the 14-day right applies in full.
3. What's refundable
| Item | Refundable? | Notes |
|---|---|---|
| Unused paid boost, cooling-off period not waived | Yes, in full | Contact support@hostable.games |
| Boost already activated and consumed, cooling-off waived at checkout | No | Per §2 |
| Subscription-style recurring boost (e.g. "remove ads"), mid-cycle cancellation | Not refunded for the current period; access continues until the period ends, then doesn't renew | See §3a |
| Domain renewal charge, if the domain is switched to yearly auto-renew | Same as any other recurring subscription | See §3a and §3b for what happens if you delete the domain itself |
| One-off charge raised via a support ticket (e.g. a domain-provisioning payment) | Case-by-case — email support@hostable.games with the ticket number | Not a subscription, so §3a doesn't apply; handled per §4 like any other refund request |
| Third-party costs already paid on your behalf (none currently apply to Hostable's model, unlike a domain-registration cost in an agency context) | N/A | Hostable doesn't currently pass through third-party purchase costs |
3a. Monthly recurring plans
If your boost or plan is a monthly recurring subscription (see Terms of Service §4):
- Cancelling stops the *next* renewal — you keep what you've already paid for until the end of the current billing period, we don't refund the unused part of a period that's already started (outside the cooling-off right in §2), and there's no penalty for cancelling.
- A price or plan change takes effect only from your *next* renewal, with at least 30 days' notice beforehand and a right to cancel first — never applied to a period you've already paid for. See Terms of Service §8 for how we notify you.
- How to actually cancel today: the in-app "Manage billing" link is not yet connected to a working Stripe Customer Portal — email support@hostable.games to cancel a recurring subscription without closing your whole account, and we'll action it manually until the self-service portal is live.
[Product gap — tracked in the Hostable repo's TODO.md; update this note once the real portal link replaces the placeholder.]
3b. Deleting a domain that has an active recurring renewal
Removing a domain from your account (self-service, from account settings) stops it appearing on your account and raises a ticket for us to cancel the registration with the registrar, but does not by itself cancel a Stripe subscription tied to that domain's auto-renewal — that subscription keeps billing until we cancel it on our side. Tell us in the same request (or a follow-up to support@hostable.games) if the domain you're removing has auto-renew switched on, so we cancel the subscription at the same time rather than after the fact. [Product gap — deleting a domain should cancel its own subscription automatically; tracked in TODO.md. This note describes today's manual workaround, not the intended end state.] Deleting your entire account, by contrast, does cancel every subscription tied to it — see Terms of Service §7.
4. How to request a refund or cancel
Email support@hostable.games with your account email and what you purchased. We aim to resolve refund requests within 5 business days. Refunds are issued to the original Stripe payment method.
5. Disputes
If you disagree with a refund decision, reply to say so and we'll take a second look. If we still can't agree, you can raise a chargeback with your card issuer, or (for UK consumers) use the relevant ADR scheme, or pursue the matter through the courts of England and Wales per the Terms of Service §9.