Refund Policy

01Introduction

This Refund Policy explains how refunds work for XENON Cloud's Minecraft hosting and VPS hosting plans. It should be read together with our Terms of Service and Acceptable Use Policy.

02The 24-Hour Rule

You may request a refund within 24 hours of your purchase, but only when the problem preventing you from using the service is caused by XENON Cloud's side — for example, an infrastructure fault on our end, not an issue with your own setup, plugins, or third-party software.

Requests made after the 24-hour window, or for reasons unrelated to a fault on our side, are generally not eligible, though we may still review unusual cases at our discretion.

03Situations That May Qualify

• The purchased service could not be delivered at all due to an XENON Cloud infrastructure issue;
• A serious technical problem caused by XENON Cloud (for example, a node or panel failure) prevents the purchased service from functioning as advertised, and we are unable to resolve it in a reasonable time.

04Situations That Typically Do Not Qualify

• Problems caused by your own server configuration;
• Issues caused by plugins, mods, or other software you installed yourself;
• Misuse of the service by you or another person you gave access to;
• Violations of our Terms of Service or Acceptable Use Policy that led to suspension;
• Problems caused by third-party software, plugins, or external services unrelated to XENON Cloud's infrastructure;
• Issues genuinely outside XENON Cloud's control, such as upstream network or provider outages beyond our infrastructure;
• Simple change of mind after the 24-hour window, or where the service is working as intended.

05How to Request a Refund

To request a refund:

1. Open a ticket on our official Discord server within 24 hours of your purchase.
2. Provide your order details, the payment method used, and a clear description of the issue.
3. Include any relevant evidence, such as screenshots or error messages, so our team can investigate.
4. Our team will review the request and let you know the outcome through the same ticket.

We do not currently accept refund requests through email, as support and orders are handled exclusively through Discord.

06Payment Methods

Payments for XENON Cloud services are currently coordinated through Discord ticket and accepted via the following methods:

• UPI
• PAK
• BDT

Approved refunds are returned using the same or an equivalent method used for the original payment, coordinated with you through your ticket. Payments are not automatically processed by an automated billing system at this time; all orders and refunds go through manual review in Discord.

07Processing Refunds

Once a refund is approved, we will process it as soon as reasonably possible. Processing times may vary depending on the payment method used and are not guaranteed to be instant. We will keep you updated through your Discord ticket.

08Chargebacks

We ask that you contact us through a Discord ticket before filing a chargeback or payment dispute, so we have a fair opportunity to resolve the issue. Filing a chargeback for a service that was delivered as described, without first attempting to resolve the matter with us, may result in suspension or termination of your service under our Terms of Service.

09Changes to This Policy

We may update this Refund Policy from time to time. Any change will be reflected by an updated "Last updated" date above and, for significant changes, announced on our Discord server.

10Contact

All refund requests and questions about this policy should be sent through a Discord ticket. We do not currently offer support through email.