Refund Policy
This Refund Policy explains when refunds may be available for CLWHost game server hosting services, renewals, upgrades, trials, and payment issues.
CLWHost is a trading name operated by a sole trader. For the purposes of this Refund Policy, “CLWHost”, “we”, “us”, and “our” refer to the person operating CLWHost as a sole trader.
By placing an order, renewing a service, upgrading a service, or continuing to use our services, you agree to this Refund Policy alongside our Terms of Service and Privacy Policy.
1. New Game Server Hosting Orders
New game server hosting orders may be eligible for a refund within 48 hours of the original service activation.
To request a refund, you must contact us through the CLWHost support system within the 48-hour refund window.
Refunds are reviewed on a case-by-case basis and are not automatically guaranteed.
2. Renewals
Service renewals are normally non-refundable.
By renewing a service, you agree to continue that service for the selected billing period.
This includes monthly, bi-monthly, quarterly, semi-annual, annual, or any other renewal period offered by CLWHost.
3. Upgrades, Add-ons, and Account Credit
Upgrades, configurable options, add-ons, extra resources, promotional credit, account credit, and similar service changes are normally non-refundable once applied.
If an upgrade or add-on is purchased by mistake, please contact support as soon as possible and we will review the request.
4. Free Trials and Promotions
If you claim a free trial and then continue using the service after the trial ends, the first paid period may not be eligible for a refund unless required by law.
Promotional, discounted, or special offer services may have different refund rules. These will normally be stated at the time of the offer.
5. When Refunds May Be Refused
Refunds may be refused where:
- The refund request is made outside the stated refund window.
- The request relates to a renewal rather than a new order.
- The service has been used for abuse, illegal activity, fraud, spam, attacks, malicious activity, or other prohibited conduct.
- The customer has breached our Terms of Service.
- The issue was caused by customer configuration, uploaded files, worlds, mods, plugins, datapacks, custom jars, third-party software, or misuse.
- The customer has raised a chargeback, payment dispute, or payment reversal instead of contacting support first.
- The service has already been delivered and used for a significant part of the billing period.
- The refund would relate to loss of data, files, worlds, backups, progress, plugins, mods, or content not caused directly by CLWHost.
- The service was suspended or terminated due to breach of our Terms.
6. Mods, Plugins, and Customer Configuration
Game servers can be affected by mods, plugins, modpacks, custom jars, world size, player activity, server settings, and third-party software.
CLWHost is not responsible for performance issues, crashes, incompatibility, corruption, or increased resource usage caused by customer-installed mods, plugins, files, or configuration.
We will always try to help where we reasonably can, but these issues do not automatically qualify for a refund.
7. Cancellations
You may request cancellation of a service through the CLWHost client area.
Cancelling a service stops future renewals but does not automatically create a refund for the current billing period.
If you pay using a recurring payment method such as a PayPal subscription or automatic payment, you are responsible for cancelling the recurring payment with the payment provider where required.
Cancelling a service with CLWHost may not automatically cancel a third-party recurring payment.
8. Overpayments
If you accidentally overpay, make a duplicate payment, or a cancelled recurring payment continues by mistake, please contact support.
We will review overpayments and may issue a refund or account credit where appropriate.
9. Chargebacks and Payment Disputes
If you have a billing issue, please contact CLWHost support first so we can investigate and try to resolve it.
Raising a chargeback, payment dispute, or payment reversal may result in temporary suspension of your account and services while the issue is investigated.
Where a chargeback or payment dispute is found to be invalid, abusive, or fraudulent, we may terminate services, close the account, refuse future orders, and recover any costs or fees we incur.
10. Refund Method and Processing Time
Approved refunds will normally be returned to the original payment method where possible.
Refund processing times may vary depending on the payment provider, bank, or payment method used.
In some cases, we may offer account credit instead of a refund, where appropriate and where permitted.
11. Your Legal Rights
Nothing in this Refund Policy removes or limits any legal rights you may have under applicable law.
If a legal cancellation or refund right applies, we will handle the request in line with those legal requirements.
If you ask us to begin providing a service immediately, you acknowledge that the service may begin before any cancellation period ends. If you later cancel where a legal cancellation right applies, you may still be responsible for paying for the service already provided.
12. Related Policies
This Refund Policy should be read alongside our Terms of Service and Privacy Policy:
13. Contact
If you have any questions about this Refund Policy or want to request a refund, please contact us through our support system or via our website:
