Refund Policy

Last updated: February 5, 2026

Refund Policy

FenixHost strives to deliver reliable, high-quality game server hosting. We stand behind our services and encourage all customers to reach out to our support team before considering a refund — most issues can be resolved quickly.

Refund Eligibility

Refund requests may be considered only within the first 48 hours from the time of your initial purchase, and only if all of the following conditions are met:

  • The service is a brand-new, first-time purchase on your account. Renewals, recurring payments, and additional orders are excluded.
  • You have contacted our support team and allowed a reasonable timeframe (minimum 24 hours) for us to diagnose and resolve the issue.
  • The issue has been documented through our official support channels (ticket system or email) with a clear description of the problem.
  • The issue is directly related to FenixHost infrastructure or service delivery — not caused by user configuration, third-party software, mods, plugins, or external factors.
  • Your account is in good standing with no active or past violations of our Terms of Service or Acceptable Use Policy.
  • You have not previously received a refund on any FenixHost service (one refund per customer, lifetime).

Non-Refundable Items

The following are not eligible for refunds under any circumstances:

  • Subscription renewals and recurring billing charges
  • Plan upgrades, downgrades, or migrations
  • Dedicated servers and custom-configured services
  • Add-on services (additional RAM, storage, IP addresses, backups, etc.)
  • Domain registrations and transfers
  • Services suspended or terminated due to policy violations
  • Services where the customer has used more than 50% of allocated resources or storage
  • Purchases made during promotional or discounted pricing

Refund Request Process

To submit a refund request, you must follow these steps:

  • Step 1: Open a support ticket at /tickets with the subject line "Refund Request - [Order Number]".
  • Step 2: Include your order number, the date of purchase, and a detailed explanation of the issue you experienced.
  • Step 3: Provide evidence of any troubleshooting steps you have already taken, including any previous support ticket numbers related to the issue.
  • Step 4: Allow up to 5 business days for our team to review your request.

Refund requests submitted through any channel other than the official ticket system (such as Discord, email, or social media) will not be processed.

Review & Decision

All refund requests are reviewed on a case-by-case basis by our billing team. FenixHost reserves the sole right to approve or deny any refund request. Factors considered during review include:

  • Whether the customer made a genuine effort to resolve the issue with our support team
  • The nature and severity of the reported issue
  • The customer's usage history and account standing
  • Whether the issue falls within FenixHost's scope of responsibility

If approved, the refund will be issued to the original payment method within 10 to 15 business days, minus any applicable processing fees charged by our payment providers.

Service Cancellations

You may cancel your active service at any time from your client dashboard. Please note:

  • Cancellation does not automatically entitle you to a refund.
  • Your service will remain active until the end of the current paid billing period.
  • No refunds are issued for unused time remaining on a cancelled service.
  • All server data will be permanently deleted upon service expiration.

Chargebacks & Unauthorized Disputes

Filing a chargeback or payment dispute with your bank or payment provider without first exhausting our internal support and refund process constitutes a violation of these terms. In such cases:

  • Your account and all associated services will be immediately and permanently suspended.
  • A dispute resolution fee of up to $25 USD will be applied to your account.
  • FenixHost reserves the right to pursue debt collection and any legal remedies available.
  • Your information may be shared with fraud prevention databases.

Changes to This Policy

FenixHost reserves the right to modify, update, or replace this refund policy at any time without prior notice. The most current version will always be available on this page. Continued use of our services after any changes constitutes acceptance of the revised policy.

Last updated: February 2026

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