Legal
Refund Policy.
This Refund Policy explains how refund requests may be reviewed for Minecraft hosting, Discord bot hosting and related services.
1. General approach
Refund requests are reviewed through support. A customer requesting a refund should open a ticket, include the invoice or service ID, explain the issue and provide any relevant error messages or screenshots.
Submitting a refund request does not automatically guarantee approval. TheXHosting may review service usage, activation status, support history, billing records, abuse reports and the reason for the request.
2. First-time orders
First-time paid orders may be considered for refund when the customer reports a genuine service issue shortly after purchase and gives support a reasonable chance to investigate or fix the problem.
Refund eligibility may depend on whether the service was delivered, whether the issue was caused by TheXHosting infrastructure, whether the customer used the service and whether the request was made within a reasonable time.
3. Free trials and test services
Free Week services are intended to help customers test Minecraft Java hosting before buying. Customers should use trial periods to check panel access, performance, location suitability and whether the plan matches their needs.
Because a free trial is available for testing, refund requests for later paid services may be reviewed more strictly when the issue could reasonably have been discovered during the trial.
4. Renewals
Renewal payments may be non-refundable after the service renews, resources are reserved or a new billing period begins. Customers are responsible for cancelling services they no longer want before the renewal date.
If a customer believes a renewal was charged by mistake, they should open a ticket quickly and avoid using the renewed service while the request is reviewed.
5. Cancellations
Cancelling a service stops future renewals according to the cancellation flow in the client area. Cancellation does not automatically create a refund for time already paid, unused time or services already delivered.
Customers should download backups before requesting cancellation or termination. Files may be removed after cancellation, suspension or termination according to operational policy.
6. Non-refundable cases
Refunds may be denied for abuse, policy violations, DDoS activity, spam, malware, illegal content, chargebacks, fraudulent orders, customer misconfiguration, incompatible plugins, broken modpacks, broken bot code, leaked tokens or failure to read plan details.
Refunds may also be denied when the service was used normally, when the customer simply changed their mind after delivery or when the issue was caused by third-party software outside TheXHosting control.
7. Chargebacks and disputes
Opening a payment dispute or chargeback without first contacting support may lead to account suspension, service termination, additional verification requirements or refusal of future orders.
Customers should contact support first so billing issues can be reviewed directly.
8. How approved refunds are processed
Approved refunds are normally returned through the original payment method where possible. Processing times may depend on the payment provider, bank, card network or fraud review.
Fees charged by payment providers, currency conversion differences or third-party costs may not always be refundable depending on the situation and applicable law.