When are we refunding?
Usually we are pretty strict with the refunds. Our Terms of Service states that we do not offer any refunds for the digital content like our game servers. That's simply to prevent people from pulling off a contract after they've played a few days.
We are refunding when:
the server has renewed, but client opened a Support Ticket within 24 hours after the payment;
client was not able to cancel/automatic payments didn't cancel due our system fault (ex. PayPal Subscriptions on the servers cancelled last year when our system failed to cancel PayPal automatically);
our technical errors - when we can't provide servers up-to-standard
Do not confuse this with client-side errors like installing faulty plugins/mods/modpacks etc. This applies to problems with our nodes and Game Panel.
Why are we refunding?
To not charge client unfairly (system errors);
To prevent negative (and dishonest) comments about our services anywhere online (offer a humane service);
How are we refunding?
Most of the refunds are made through WHMCS, however:
Stripe:
Duplicate payments have to be refunded through Stripe. Mark, Alex and Lauri have the access;
Uncaptured (duplicate) payments can only be accepted and cancelled through Stripe;
Fraud payments HAVE to be refunded through Stripe. This will also block any future payment attempts from their account/payment;
Payments that have have already been disputed.
PayPal:
Payments that have have already been disputed;
Payments that are displayed under "Transactions" on WHMCS, but do not have Invoice attached to them. This usually happens with servers that are Terminated, but PayPal Subscription was not cancelled;
How to refund through WHMCS?