NGP Cloud refund policy explained

This is a plain-English summary of our Refund Policy. If anything here differs from the policy page, the policy page wins.

Summary

All payments to NGP Cloud are final and non-refundable. This covers game servers, bot hosting, VPS, web hosting, domain registrations, custom development and add-ons.

When you can get money back

There are only three exceptions:

  1. Statutory rights - where consumer protection law in your country requires a refund.
  2. Verified billing errors - for example, you were charged twice for the same invoice. We cancel the duplicate charge.
  3. SLA credits - if we miss our uptime guarantee, you may receive service credits under our SLA. Credits are applied to future invoices; they are not cash refunds.

Charged twice?

  1. Open a ticket with /ticket and choose Sales & Purchases.
  2. Include both transaction IDs (or UTR numbers for UPI) and the Invoice ID.
  3. We verify with the payment gateway and reverse the duplicate.

Cancelling doesn't trigger a refund

You can cancel at any time, and your service stays active until the end of the period you already paid for. No prorated refunds or credits are issued for unused time. See How to cancel a service.

Chargebacks

We'd much rather fix a billing problem in a ticket - it's faster for you too.

Still stuck? Open a ticket on Discord - run /ticket in any channel, pick a department, and include your Server ID or Invoice ID so we can jump straight in.