Refund and withdrawal policy

• Unused paid credit is refunded on request, at any time while your account is open or when you close it.
• Credit already used for server hours is not refunded.
• Bonus credit is not refunded; it is removed when the payment it came with is refunded.
• Refunds go back to the card you paid with, including the VAT you paid on the refunded part, with no fee.

If you are a consumer in the EU, you have the right to withdraw from a credit purchase within 14 days of the payment, without giving a reason.

When you buy credit, you ask us to make it available right away, so your servers can use it during those 14 days. If you then withdraw, you pay for the server hours already used, which is the credit spent since the purchase, and we refund the rest of the payment. Once all the credit from a purchase has been used, the service has been fully provided and the right of withdrawal ends for that purchase.

To withdraw, tell us clearly, for example by email to support@moonshardgames.com, before the 14 days are over. You can use the model form below, but you don't have to. We refund within 14 days of receiving your request.

After the withdrawal period we still refund unused paid credit when you ask. We refund your most recent payments first, each up to the amount it added, until the refund matches your unused paid balance. The bonus credit that came with those payments is removed from your balance.

Refunds go through Stripe to the card you used. They usually arrive within 5 to 10 business days, depending on your bank. If that card no longer works, we agree another way with you.

• Credit already charged for server hours, whether the server was running or stopped.
• Bonus credit, and credit we added for free (for example as a goodwill gesture).
• Credit on an account closed for fraud or abuse, where the law allows us to keep it. See the terms.

If a server couldn't run because of a fault on our side, or you were charged twice, write to support@moonshardgames.com. We give back the credit for the affected hours, or refund the payment if you prefer. This doesn't limit your rights under consumer law for a service that isn't as agreed.

Please contact us before disputing a payment with your bank: a chargeback can take weeks, while we can usually refund within days.

Email support@moonshardgames.com from the address on your account and say how much you want refunded, or "all unused credit". You can see your balance, usage and payments on the Billing page.

Complete and send this form only if you wish to withdraw from the contract.