Cancellation and Refund Policy

Version: 1.0

Effective date: 24 July 2026

Last updated: 24 July 2026

This policy forms part of the Terms of Service. It explains contractual cancellation, recurring renewal and statutory consumer rights. We offer no voluntary money-back guarantee, but this does not reduce any refund, repair, repeat-performance, price-reduction or cancellation right required by law.

1. Cancelling renewal

You may stop a recurring Service from renewing through https://hionet.com/services or by emailing [email protected] from the registered address. Include the account email, Service and order or invoice number. Cancellation takes effect at the end of the paid term unless mandatory law or our written confirmation says otherwise.

Services are currently renewed by customer-paid monthly invoice. We normally send the invoice five days before the Service expires. Stripe and PayPal do not automatically charge the monthly renewal. Cancel before paying the renewal invoice. We will confirm cancellation in a durable form.

Not using a Service, removing content, cancelling a payment mandate or allowing an invoice to become overdue does not itself constitute a valid cancellation and may lead to suspension.

2. General refund position

Except where law requires otherwise or we expressly agree in writing:

  • fees for an activated, delivered or commenced Service are not refundable merely because you changed your mind, no longer need it, did not use it or failed to cancel renewal;

  • setup, dedicated IP, third-party game licence, location-specific infrastructure and other costs already committed may be non-refundable to the extent properly incurred and disclosed;

  • unused time in a prepaid term is not refunded after ordinary customer cancellation; and

  • account credit has no cash value unless law requires a cash refund.

If we discontinue a prepaid Service without customer breach, we will normally refund the unused period pro rata. Duplicate or erroneous charges will be corrected. Approved refunds are returned to the original method where reasonably possible. Payment-provider timing is outside our control.

3. UK and EEA consumer cancellation rights

If you are a consumer contracting at a distance, you may have a statutory 14-day right to cancel without giving a reason. For a service contract, the period generally ends 14 days after the contract is made. For digital content not supplied on a tangible medium, special consent rules apply before immediate supply.

To exercise the right, send a clear statement before the deadline to [email protected] or the postal address below. You may use the model form in section 8, but do not have to. We will acknowledge an electronic cancellation.

If cancellation is valid, we will reimburse required payments, normally within 14 days after being informed, using the original payment method unless agreed otherwise. No fee is charged for the reimbursement.

These descriptions do not replace mandatory local rights. Consumers outside the UK may have different or additional rights under the law that mandatorily applies where they live.

4. Requesting service during the 14-day period

Game server hosting and Discord bot hosting are services for cancellation-law purposes. If you want a service to begin before the 14-day cancellation period ends, we require an express request through a separate unticked checkbox or equivalent recorded action.

If you then cancel within the period, you may be required to pay a proportionate amount for the service supplied up to cancellation, based on the total agreed price. We will not charge that proportionate amount if the law says we failed to provide required information or obtain the necessary request.

For a service contract that has been fully performed during the cancellation period, the cancellation right is lost only where the law permits and after you expressly requested early performance and acknowledged that full performance would end that right. If you do not request early commencement, activation or work should wait until the cancellation period expires.

5. Current product classification

The current hionet products covered by this policy are hosting services. Access credentials, configuration files or control-panel access supplied as part of activation do not by themselves convert the hosting contract into a separate sale of downloadable digital content. If hionet later sells downloads, licence keys or other standalone digital content, separate cancellation wording and checkout consent will be added before that product is offered.

6. Faulty or misdescribed Services

Consumers retain statutory rights, including under the Consumer Rights Act 2015. Services must be performed with reasonable care and skill. Digital content must be of satisfactory quality, fit for a disclosed purpose and as described. Depending on the issue, rights may include repeat performance, repair, replacement, a price reduction or refund. We may request reasonable diagnostic information and an opportunity to provide the applicable remedy, but will not impose a process that unlawfully obstructs statutory rights.

Business-customer remedies are governed by the contract, including its fair liability limits. To report an issue, contact support promptly with the order, affected Service, dates, error details and steps already taken.

7. UK model cancellation form

Complete and return this form only if you wish to cancel a contract under an applicable statutory cancellation right.

To: hionet, Ionut-Laurentiu Hurmuz, Flat 1, The Granaries, Bepton Road, Midhurst, GU29 9LU, United Kingdom; [email protected]

I/We hereby give notice that I/We cancel my/our contract for the supply of the following hosting service:

the game server hosting or Discord bot hosting service identified in my/our order

Ordered on:

Name of consumer(s):

Address of consumer(s):

Account email and order number (to help identify the order):

Signature of consumer(s) (only if this form is sent on paper):

Date:

Delete as appropriate.

8. Data export and deletion

Cancellation does not guarantee continued access. Export customer content before the end date. hionet provides no customer-content backup service, and infrastructure copies must not be relied on for recovery. We will provide a stated export window where technically feasible and lawful, but immediate restriction may be necessary for security, illegality or serious breach.

If an unpaid renewal invoice remains outstanding at expiry, we may send a final notice and terminate the Service after the end of the following calendar day. Customer files, databases, configurations, logs and bot code are permanently deleted within 24 hours after termination. There is no customer-content backup or residual recovery copy. Some limited account, billing, security, abuse or legal records may be retained under the Privacy Notice. Cancelling renewal does not amount to a privacy erasure request; submit a separate request if desired.

9. Disputes and chargebacks

Contact [email protected] before initiating a chargeback so we can investigate. This request does not limit a lawful payment-provider or statutory remedy. A chargeback made fraudulently or for a charge known to be valid may lead to proportionate restriction while the dispute is investigated. See the Complaints Policy.