Question 1

What currency is billing in?

Accepted Answer

All billing is in GBP (British Pounds). Prices shown on the website and in the panel are the final prices.

Question 2

What payment methods do you accept?

Accepted Answer

We accept major debit and credit cards (Visa, Mastercard, American Express). Billing is in GBP. The amount charged is the same as the price shown on the Pricing page, with no currency conversion fees added by us.

Question 3

Can I upgrade or downgrade my plan?

Accepted Answer

Yes. You can change your plan at any time from the panel. When upgrading, you pay the prorated difference for the remaining billing period. When downgrading, the new price takes effect at the next billing cycle. Your server files are preserved during plan changes.

Question 4

How do I upgrade or downgrade my plan without losing data?

Accepted Answer

Open your server in the panel, go to Settings, and find the Plan section. Select the new plan and confirm. Your server files and configuration are not affected by plan changes; only the allocated RAM, CPU, and storage change. When upgrading, you pay the prorated difference for the remaining billing period immediately. When downgrading, the new lower price takes effect at the next billing cycle. After a plan change, restart your server for the new resource allocation to apply.

Question 5

Is there a minimum contract or commitment?

Accepted Answer

No. Plans are billed monthly with no minimum term. You can cancel at any time from the panel and your server will remain active until the end of the current billing period. There are no cancellation fees.

Question 6

How do I cancel my subscription?

Accepted Answer

Go to the panel, open the server you want to cancel, and navigate to Settings. Find the subscription section and click Cancel. Your server remains active until the end of the billing period you have already paid for, then it is suspended. If you want to retrieve your server files before cancellation takes full effect, use the Backups page to download a backup, or connect via File Manager and download what you need.

Question 7

What happens to my server files if I cancel?

Accepted Answer

After cancellation, your server is suspended at the end of the billing period. Suspended servers retain their files for 14 days. After 14 days the files are permanently deleted. If you change your mind and want to reactivate within that window, contact us. Outside that window, files cannot be recovered. To avoid losing anything, download a backup from the Backups page before your cancellation date.

Question 8

How do I view and download my invoices?

Accepted Answer

Go to the Account page in the panel and open the Billing section. All past invoices are listed by date with the amount charged and the plan they cover. Click any invoice to view the full breakdown. A download link on each invoice lets you save a PDF copy for your records.

Question 9

What happens if a payment fails?

Accepted Answer

If a renewal payment fails, we retry the card over the following few days. You will receive an email at each retry. If payment does not succeed within the grace period, the server is suspended; it stops running but files are retained. To reactivate, update your payment method on the Account page and the outstanding invoice will be charged automatically. Your server and files are intact during the suspension period. If a server is suspended for more than 14 days due to non-payment, files may be removed. We send email reminders before this happens.

Question 10

How do I update my payment method?

Accepted Answer

Go to the Account page and open the Billing section. Click "Update payment method" and enter your new card details. The new card is used for all future renewals immediately. If you have a pending failed payment, updating your card triggers an immediate retry.

Question 11

Do you offer discounts for gaming communities or non-profits?

Accepted Answer

We do not have a formal discount programme. If you are running a large community or have a specific situation you would like to discuss, email hello@zerosrp.co.uk and we will see what we can do.

Question 12

What is your uptime guarantee?

Accepted Answer

We target 99.9% infrastructure uptime for running servers. This covers the hosting infrastructure: network availability, physical hardware, and the panel. Planned maintenance is announced in advance and does not count against uptime. This figure covers the hosting platform, not your server software. If your server crashes due to a Lua error, a plugin conflict, or running out of RAM, that is a server-level issue, not an infrastructure failure.

Question 13

What is your refund policy?

Accepted Answer

We handle refunds on a case-by-case basis. If you are unhappy with the service within the first 14 days, contact us and we will work something out. Full details are in our Refunds policy linked in the site footer.

Question 14

How does proration work when I upgrade mid-cycle?

Accepted Answer

Proration means you only pay for the time you actually use each plan within a billing cycle. When you upgrade mid-cycle, the panel calculates the unused days remaining on your current plan and credits that amount back. It then charges the full cost of the new plan for those same remaining days. The difference between the credit and the new charge is collected immediately. Example: you are 10 days into a 30-day cycle on a plan costing £10/month. You upgrade to a £20/month plan. The panel credits back 20 days of the old plan (£6.67) and charges 20 days of the new plan (£13.33), collecting the £6.66 difference immediately. Your renewal date stays the same. When you downgrade, the credit for the current plan covers the remaining days of the cheaper plan with no immediate charge. The lower price takes effect at the next renewal.

Question 15

Do your prices include VAT? Can I get a VAT invoice?

Accepted Answer

Prices shown on the website are the final price you pay, in GBP. For UK customers, prices include VAT at the applicable rate. For EU customers, VAT may apply depending on your country; the checkout shows the applicable tax before you confirm payment. All invoices are available on the Account page under Billing. Each invoice shows the subtotal, applicable tax, and total paid. Click any invoice to view the full breakdown, or use the PDF download link to save a copy for your records. If you need to add a VAT number for business purchases, email hello@zerosrp.co.uk with your account email, VAT number, and business name. We will apply it to your account for future invoices.

Question 16

How do I upgrade from a trial to a paid plan?

Accepted Answer

When your trial server is approaching the end of its trial period, an upgrade prompt appears on the server dashboard. You can also upgrade at any time before the trial ends. To upgrade, open your trial server in the panel and click "Upgrade to paid". Select the plan you want; the options shown match the current trial game type. Enter your payment details and confirm. Your server continues running without interruption; the trial countdown stops and billing begins from that moment. Your trial server files carry over to the paid plan automatically. You do not need to migrate or re-upload anything. If your trial has already ended and the server is stopped, your files are retained for a short period. Upgrading within that window restores access to your files. After the retention period expires, files are deleted and cannot be recovered; start fresh on a new paid server.

Question 17

When is my billing date and how is it set?

Accepted Answer

Your billing date is set to the day you first purchased a plan. For example, if you subscribed on the 14th of a month, your server renews on the 14th each subsequent month. You can see your next renewal date on the Settings page of each server; it shows both the current billing period end date and the amount due at renewal. If you have multiple servers, each has its own billing date corresponding to when that server was created. There is no option to align all server billing dates to a single day; each renews independently.