Refund and Cancellation Policy

This policy describes our approach to refunds and cancellations for Zeros Host services, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and your rights under UK consumer law. Your statutory rights are not affected by this policy.

1. Free Trials

Zeros Host offers a free trial period for new accounts. No payment is taken for a trial. Your trial server data is automatically deleted 7 days after the trial expires if you do not upgrade to a paid plan. As no charge is made, no refund applies to trials.

2. Your Statutory Right to Cancel

You have a statutory right to cancel your initial subscription purchase within 14 days of the date of purchase, without giving any reason. This is the cooling-off period under the Consumer Contracts Regulations 2013.

If you ask us to begin the service during the 14-day cooling-off period and then cancel, you will receive a partial refund. The amount we deduct is calculated as:

(days of service used / total days in the billing period) x monthly plan price

To exercise your right to cancel within 14 days, contact us at [email protected] with your account email and the words "cancel within cooling-off period." We will process the refund within 14 days.

After the 14-day cooling-off period, cancellation stops future billing but does not entitle you to a refund for the current billing period (see section 3 below for downtime credits and section 5 for billing errors).

3. Cancelling Your Subscription

You can cancel your subscription at any time through Account Settings or by contacting us at [email protected]. When you cancel:

• Your server stays active until the end of your current billing period
• No further charges are made after cancellation
• You are not charged any early termination fee
• Server data is deleted at the end of the final billing period

Cancelling does not affect any downtime credits you may be owed for the current period (see section 4). Credits are applied to your final bill before it closes.

4. Downtime Credits

If your server experiences unplanned downtime due to our infrastructure (not caused by your configuration, game crashes, or scheduled maintenance), you may request a credit.

The credit process works as follows:

• Eligibility: Downtime must be unplanned, caused by our platform, and you must submit a request with a description of what happened and approximately when. Requests without a reason are not processed.
• Calculation: Credit is calculated pro-rata based on the number of hours of confirmed downtime relative to your billing period. For example, 24 hours of downtime on a 30-day period at £10/month = £0.33 credit.
• Cap: Credits are capped at 50% of your monthly plan price per billing period, regardless of total downtime duration.
• Review: All credit requests are reviewed by our team. We may ask for additional details. We do not automatically apply credits without a request.
• Form of credit: Approved credits are applied as Stripe account credit and deducted from your next invoice. Credits are not paid out as cash and cannot be withdrawn.
• Deadline: Credit requests must be submitted within 30 days of the downtime occurring.

To request a downtime credit, contact [email protected] with your account email, the approximate time and duration of the downtime, and a brief description of the issue.

5. Billing Errors

If you believe you have been charged in error (for example, charged after cancellation, or charged the wrong amount), contact us at [email protected] within 30 days of the charge. We will investigate and, where a billing error is confirmed, issue a full refund to your original payment method within 14 days.

6. What We Do Not Refund

We do not issue refunds in the following situations:

• Change of mind after the 14-day statutory cooling-off period has expired (cancellation stops future billing but does not refund the current period)
• Downtime caused by your own server configuration, game software crashes, or scheduled maintenance communicated in advance
• Accounts terminated for violation of our Terms of Service
• Unused time remaining if you forget to cancel before your renewal date
• Credit requests submitted more than 30 days after the event

7. Chargebacks

If you initiate a chargeback with your bank without first contacting us, we may suspend your account pending resolution. We would much rather resolve issues directly. Please reach out first and we will do our best to help.

8. Changes to This Policy

We may update this policy. We will notify existing users by email at least 14 days before material changes take effect. Your statutory rights under UK consumer law are not affected by this policy.