Refunds and Cancellation
Last updated 15 August 2026.
This page is written to be read before you pay. If it says something you don’t like, that is the page doing its job.
The short version
- If we never got console players joining your server, you get everything back.
- If we had a real outage, we refund the affected period.
- If Microsoft breaks it, we stop billing and refund the unused period.
- If you were charged after cancelling, you get it back in full. Always.
The longer version below adds detail and says where we’d push back. It does not take any of the four back.
Cancelling
Cancel any time from your dashboard, or by emailing [email protected]. There is no retention call and no form to argue with. The service runs until the end of the period you have paid for, and does not renew.
When it ends, the join account stops publishing your server and console players can no longer join through it. Nothing happens to your server, your world, or your Java players.
Your 14-day right to cancel
If you are a consumer in the EEA, you normally have 14 days from subscribing to cancel for a full refund.
Because we start providing the service immediately, you are asked to agree to it starting straight away, which means you may lose that right once it has been fully performed. If you cancel partway through, we will refund a fair proportion of the period you have not used.
When we will refund you
- It never worked. If we could not get console players joining your server at all, we refund in full, however long it took to establish that. This one has no time limit, because the fault would be entirely ours.
- A significant outage on our side. Tell us and we will refund the affected period. Your panel’s uptime figures are the record, and they separate our downtime from yours precisely so this conversation is short.
- Microsoft breaks it. If the underlying Xbox services change so the service cannot work, we will stop billing you and refund the unused period.
- You were charged after cancelling. Refunded in full, always, and we’d rather you told us than filed a chargeback.
When we probably will not
Said here rather than discovered later:
- Your own server was offline or misconfigured, and our checks were telling you so.
- You simply did not use it during a period that worked normally.
- Your account was suspended for a breach of the terms.
None of this limits your statutory rights. If you think a refund is fair and it is not listed above, ask us — we would rather refund than argue.
How refunds are paid
Back to the original payment method, normally within 5 to 10 working days once agreed. Paddle is the merchant of record, so the credit appears from them rather than from us.