Refund Policy

CipherNode LLC (“CipherNode,” “we,” “us,” or “our”) offers a 7-day money-back guarantee for eligible new Budget game server hosting services. To request a refund under this guarantee, you must open a billing ticket within 7 calendar days of the original service activation or initial payment for that service.

The refund window is intended to let new customers test an eligible service. It does not apply to abuse, Terms of Service violations, Acceptable Use Policy violations, chargeback abuse, account fraud, or services terminated for policy violations.

The 7-day guarantee applies only to the first eligible payment for a new Budget hosting service. Lite plans, including Singapore, are expressly excluded from and are not eligible for the 7-day money-back guarantee. Renewal invoices, upgrades, add-ons, custom work, and previously refunded services are also excluded unless required by law or expressly approved by CipherNode.

Refund requests must be submitted through the CipherNode client area so we can verify the account, service, invoice, and timing of the request.

• Log into the client area.
• Open a billing/support ticket.
• Include your invoice number, service name, and reason for the refund request.
• Allow CipherNode a reasonable opportunity to investigate and resolve the issue before opening a payment dispute. This does not limit rights that cannot legally be waived.

Refunds requested after the 7-day guarantee period are not automatic and are reviewed at CipherNode's discretion. A valid reason is required. Examples of reasons we may consider include persistent server lag caused by CipherNode infrastructure after troubleshooting, extended service unavailability, provisioning failure, billing error, or a confirmed technical issue that support was unable to resolve.

Examples that usually do not qualify after 7 days include changing your mind, not using the service, choosing an unsuitable game or plan, incompatible scripts/plugins/mods/maps, insufficient resources, third-party authentication or platform outages, customer license or token problems, data changes caused by changing eggs, being banned from a third-party platform or your own community, or failing to cancel before renewal.

Unless required by law or approved by CipherNode, the following are generally non-refundable:

• Lite service payments, except for a qualifying technical failure described in Section 2 or where required by law.
• Renewal payments after a recurring service renews.
• Account credit, promotional credit, coupon value, or bonus credit.
• Setup fees, custom work, migrations, management labor, or special service requests.
• Upgrades, add-ons, location changes, resource changes, or partial-month unused time.
• Third-party game or platform outages, bans, account restrictions, license or token problems, and incompatibility caused by customer-installed content.
• Customer-requested or customer-initiated reinstalls, egg changes, game changes, and resulting data loss or incompatibility.
• Services suspended or terminated for abuse, fraud, chargeback activity, or Terms of Service violations.
• Payments made with stolen, unauthorized, or disputed payment methods.

Recurring services continue until cancelled. You are responsible for cancelling a recurring service before its renewal date if you do not want it to renew. Cancellation stops future renewal of the service but does not automatically create a refund for payments already made unless the request qualifies under this policy or applicable law.

Before cancelling or requesting a refund, download any files, worlds, backups, databases, or configurations you want to keep. If a refund is approved, the related service may be suspended, terminated, or removed. Server files and backups may be deleted after the refund is processed.

If you believe a renewal was charged by mistake, open a billing ticket as soon as possible. We may review the request at our discretion, but renewal refunds are not guaranteed.

If you have a billing or service issue, contact CipherNode first and allow us a reasonable opportunity to investigate and resolve it. A payment dispute does not change or expand the refund eligibility stated in this policy. While a dispute is active, we may suspend the affected service and preserve relevant account, billing, access, and support records, subject to applicable law and payment-network rules.

Fraudulent or abusive disputes may be challenged with account records, invoices, service logs, IP logs, and support history.

Approved refunds are usually issued back to the original payment method when possible. Processing times depend on the payment processor, bank, and payment method. CipherNode cannot control how long your bank or payment provider takes to post the returned funds.

Refund questions should be submitted through the client area or sent to support@ciphernode.cloud.