Last Updated: January 2, 2025
Game Hosting Services
RackGenius offers a 7-day money-back guarantee on game hosting services for all new customers who have not previously used a free trial. If you are eligible and dissatisfied with your first service, you can request a full refund within the first seven days of purchase. Please note that this guarantee applies only to your first service's first month and is limited to one service if multiple services are purchased simultaneously. Using a Value Minecraft server for modded will nullify your refund due to the disclaimer during checkout. Refunds are issued at our sole discretion and are contingent upon compliance with our Terms of Service (TOS). Customers found in violation may not be eligible for a refund. Refunds are not issued for identity verifications or not being able to upload more than 100MB to our panel; please see How to upload over 100MB to our servers.
VPS Hosting Services
Refunds are unavailable for VPS hosting once the VPS has been set up and is ready for you to configure (all sales are final, and service is provided as-is). Please ensure the service meets your needs before purchasing, as resources are allocated immediately upon provisioning.
Add-ons
Add-ons are non-refundable and non-exchangeable under any circumstances.
Cancellations
You may cancel your service at any time through the Customer Portal. We offer two cancellation options:
- Immediate Cancellation: Your service will be terminated and data wiped shortly after the request. No refunds or credits will be issued for any remaining time. If space is available, we usually keep your service active until your due date since you have already pre-paid.
- End of Billing Period Cancellation: Your service will end and data will be wiped at the close of your current billing cycle.
Subscriptions and Overpayments
The customer is solely responsible for managing PayPal subscriptions. To prevent overpayments, it is crucial to cancel any unnecessary subscriptions associated with canceled or upgraded services. Any overpayments will be credited to your RackGenius account for future use; these credits are non-refundable.
Accidental Renewals
If you fail to cancel your service before the renewal date, you may be charged for the next billing cycle. We strongly recommend reviewing your subscription settings and ensuring cancellation before the renewal date to avoid accidental charges. Please note that no refunds will be issued for accidental renewals.
However, if you contact us within 48 hours of the renewal charge, we will refund the amount to your credit balance for future use. After this 48-hour window, the charge will be considered final and non-refundable.
It is the responsibility of the customer to manage their subscription and cancellations appropriately to prevent such occurrences.
Chargebacks and PayPal Disputes
Engaging in chargebacks or PayPal disputes without first contacting us for resolution is considered a breach of our TOS. Customers who initiate these actions will be prohibited from using our services in the future.
How to Request a Refund
First, submit a cancellation request. Then, please open a support ticket with us. Please include a valid reason for the refund request and allow us an opportunity to address your concerns. Remember, refunds are issued at our sole discretion and will be minus payment processing fees and service initialization fees.
