1. Your 14-day cancellation right
If you are a consumer buying online, you normally have 14 days from the day after the contract is made to cancel without giving a reason. To exercise that right, submit a clear cancellation request through Customer Support or email support@frags4u.com. Include your account email and order or service number.
2. Immediate provisioning
At checkout, you expressly request that provisioning begin before the 14-day cancellation period ends. If you cancel during that period after service has begun, we may deduct or charge a proportionate amount for the service supplied up to the time you told us you were cancelling. Any remaining eligible amount will be refunded. This does not remove your right to cancel merely because automated provisioning has started.
If a separately supplied item is legally classed as digital content rather than a service, the right to cancel that item may end once supply begins only where you gave the express consent and acknowledgement required by law.
3. Ordinary subscription cancellation
You can schedule cancellation in the Billing Portal at any time. This stops automatic renewal. Your server remains available until the end of its current paid rental period and is then decommissioned. An ordinary cancellation made after the statutory cooling-off period does not normally produce a refund for unused time in a prepaid period.
4. Faulty, unavailable or misdescribed service
UK consumer law requires services to be provided with reasonable care and skill and to match information relied upon when ordering. If the service is materially faulty, unavailable for an unreasonable period, or not as described, tell us promptly and allow a reasonable opportunity to correct it. Depending on the circumstances and your statutory rights, the remedy may include repeat performance, a price reduction, service credit or refund.
5. Provisioning delays
Some game installations are large and depend on third-party game distribution systems. “Ready in Minutes” is an objective rather than a guaranteed time. A short provisioning period is not itself a fault. If installation fails or remains incomplete for an unreasonable time, raise a ticket and we will retry, correct or cancel and refund the affected order as appropriate.
6. Exclusions
We do not normally refund for a change of mind after the statutory period, failure to cancel before renewal, customer configuration or incompatible mods, bans imposed by a game publisher, or suspension caused by a serious breach of acceptable-use requirements. These exclusions never override remedies required by law.
7. Refund method and timing
Approved refunds are returned to the original payment method unless otherwise agreed. We will issue them without undue delay and, for a valid statutory cancellation, within 14 days after being informed of the cancellation. Your bank or payment provider may take additional time to display the credit.
8. Merchant-of-record transactions
If checkout identifies Stripe or another provider as merchant of record, requests may also be handled under that provider’s customer-facing refund process. Contact Frags4u Support first and we will direct or assist you. Your mandatory consumer rights remain unaffected.
9. Unused prepaid time
Subject to mandatory consumer rights, ordinary cancellation prevents the next renewal and takes effect at the end of the current paid rental period. We do not normally refund or credit unused days, non-use, a change of mind after an applicable cancellation period, or an early shutdown or deletion requested by the customer.
10. Longer rental periods and renewals
A discounted 3, 6 or 12 month rental is purchased and billed as one period. Its monthly equivalent is not a monthly cancellation right. A completed renewal starts a new paid period and is treated under this policy and any mandatory legal rights applying at that time.
11. Customer-controlled and third-party causes
Refunds are not normally due where the service is unavailable because of customer configuration, prohibited use, deleted files, incompatible mods or plugins, or a third-party game publisher or distribution platform outside our control. We will still provide the remedies required by law and will take reasonable steps to restore faults within our control.
12. Suspended services
A suspension reasonably imposed for non-payment, security risk or a material breach does not automatically create a refund. We will consider the circumstances fairly and will not exclude any remedy or repayment required by law.