Refund Policy

This Refund Policy explains when a refund is available for purchases made on NextGenHost (the "Service"). It forms part of our Terms of Service. NextGenHost is a pay-as-you-go digital service — you add funds to a wallet and spend that balance in real time as you deploy or extend a game server — so refund handling reflects that model rather than a traditional physical-goods return process.

1. Refund Eligibility, in Brief

Refund requests are reviewed individually by our team rather than processed automatically. As a general guide:

• Unspent wallet balance that you have not used to deploy or extend any server is generally eligible for a refund to your original payment method on request, subject to the payment provider's own capabilities and any applicable processing fees.
• Server rental time you have already consumed (i.e., the portion of a deployment's rental period that has already elapsed) is not refundable, because the service — a live, provisioned game server — was actively delivered to you during that time.
• Service-caused failures — for example, a server that failed to deploy due to a fault on our side, or that was unavailable for a significant portion of its rental period due to a platform outage — are eligible for a refund or credit of the affected time at our discretion, once we've confirmed what happened.

2. Digital Service Policy

Because deploying a server delivers a working digital service immediately, "change of mind" refunds after a server has already been running for a meaningful period are not guaranteed. We still want you to be satisfied with the Service — if something didn't work as expected, contact us (Section 6) and we'll review it in good faith.

3. Subscription Handling

NextGenHost's current billing model is prepaid, pay-as-you-go wallet credit, not a recurring subscription — you are never automatically re-charged. If we introduce a recurring subscription plan in the future, this section will be updated to describe cancellation and proration terms for that plan before it becomes available for purchase.

4. Chargebacks

If you believe you were charged in error or are unhappy with the Service, please contact us first (Section 6) so we can resolve it directly — this is almost always faster than a chargeback. Filing a chargeback with your bank or card issuer without first giving us a chance to help may result in your account being suspended while the dispute is investigated, and repeated or fraudulent chargebacks may result in permanent suspension, consistent with our Terms of Service.

5. Abuse of This Policy

We reserve the right to decline a refund request, or to limit future refund eligibility for an account, where we reasonably believe the request is fraudulent, made in bad faith, or part of a pattern of repeated deploy-and-refund activity intended to obtain free service rather than to resolve a genuine issue.

6. How to Request a Refund

Refunds are currently handled manually rather than through a self-service button in the dashboard. To request one, contact us via our Contact page or email [email protected] with your account email and a short description of the issue (including any relevant order/transaction reference visible in your Order History). Custom or unusual situations — including anything not clearly covered above — are always reviewed individually; if in doubt, just ask.

7. Processing Time

We aim to review refund requests within a few business days of receiving them. Once a refund is approved, crediting it back to your original payment method (for card/PromptPay payments, via Stripe) or to your wallet may take additional time to appear, depending on your bank or payment provider — typically 5–10 business days for payment-method refunds, and immediately for wallet-credit adjustments.

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This policy works together with our Terms of Service and Acceptable Use Policy.