Refund policy

1. Overview

This page explains when and how you can ask for your money back. It covers game server plans and add-ons bought from OneStack. It should be read together with our Terms of Service.

2. 7-day window for a first order

If this is your first order with OneStack, you may ask for a full refund of that order within 7 days of the purchase. We will review the request and, if it qualifies under this policy, refund it.

The 7-day window applies to a customer's first order only. For later orders and renewals, you can still open a ticket and we will take a look, but a refund is not guaranteed.

3. How to ask for a refund

Open a request on the tickets page while signed in, and include:

• The order reference shown on your order or receipt
• The email address on your account
• A short note on why you are asking, which helps us improve

If you cannot sign in, use the contact form instead and tell us the email address you used to order.

4. What is not refundable

We may refuse a refund, or take back one already given, in these cases:

• The account or service broke our Acceptable Use Policy or our Terms of Service
• Add-ons that have already been used or delivered
• Requests made after the 7-day window, except where we choose to make an exception
• Taxes or fees charged by a payment provider or bank, where we cannot recover them

5. Annual plans

Within the first 7 days of a first annual order, the 7-day window above applies in full. After 7 days, we may offer a pro-rated refund for the unused part of an annual plan. Whether to offer one is at OneStack's discretion, and each request is looked at individually.

6. Chargebacks and disputes

Please contact us before you dispute a charge with your bank or card provider. We can usually sort out a problem faster directly. If a payment is charged back or disputed, we may suspend the related services and your account while it is investigated, and we may decline future orders.

7. How refunds are paid

Where possible, refunds go back to the payment method used for the order. How long they take to appear depends on your payment provider or bank. When a refund is approved, the related service is cancelled and its data may be removed, so download anything you want to keep first.

8. Questions and changes

If anything here is unclear, ask through the contact form. We may update this policy from time to time; the date at the top shows when it last changed. Changes do not affect orders you have already placed.