Full refunds are only applicable within 5 days of the date of the bill/order. This applies to the date of the original order, and the date of a monthly payment being due (note - the date the monthly bill is due, not when it was actively paid so if you paid an invoice early the 5 days are only up once it is 5 days past the date the bill was actually due by).
Once the 5 days have passed only a pro-rated refund for the unused days on your active billing cycle may be issued.
Refunds can be requested at any time through the support tickets - note that if you are cancelling a ticket must still be sent in requesting a refund, just cancelling (whether a refund is requested in the cancellation reason or not) will not cause a refund to be issued.
Once a refund has been issued the service will be cancelled - as such any server files you need to keep for future use should be downloaded before requesting a refund.
Service Suspension/Termination Policies
The main reason a server will be suspended or terminated is if your bill is overdue on payment.
All bill dates, regardless of the billing cycle or payment method used, will have an invoice issued 10 days before the bill date to allow for early payments to be made**. If payment has not been received by the 4th day past the bill date the service will be suspended and made inaccessible, and a 10% late fee will be added to the invoice.
If payment is not received in full before the 10th day past the bill date the service will be terminated and removed from the system - files included shortly after. If you are not going to be able to make payment before the 10th day past the bill date please let us know via the support tickets as soon as you know so that we can either put a small delay on the termination so payment can be made, or so that the suspension can be lifted and files downloaded before the termination runs.
Once termination has ran a service cannot be reactivated/recovered - late payment post-termination cannot reverse this.
**Please note that if you are using PayPal Subscribe for automatic payments on PayPals end that they will still send out the normal payment regardless of whether you pay the invoice early or not. If you are using PayPal Subscribe please do not pay the invoice manually unless the automatic payments are not working.
The same applies if you cancel the service - the automatic payments must also be cancelled on PayPals end or they will continue to send the payments out regardless.
If your service has been suspended and the bill is not overdue then you should have been sent an email/a ticket will have been opened regarding why - please respond/contact us ASAP in regards to this.
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Service Refunds and Suspension/Termination Policies
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