Effective date: September 17, 2026
NovaGameHost offers a 48-hour refund window for eligible first-time game-server purchases. This policy explains when refunds may be approved.
1. Eligible requests
You may request a refund within 48 hours of the original purchase time if the service materially fails to operate as described and support is unable to resolve the issue within a reasonable period. Contact support within the 48-hour window and provide enough information for us to investigate.
2. Troubleshooting
We may ask you to complete reasonable troubleshooting, provide logs, change a configuration, or allow a migration before a refund decision. Refusing reasonable troubleshooting may make the request ineligible.
3. Non-refundable items
- Renewal charges and purchases outside the 48-hour window.
- Setup, migration, administration, customization, priority support, or other one-time service fees.
- Add-ons, upgrades, extra slots, dedicated IPs, licenses, domains, third-party products, or externally purchased software.
- Services suspended or terminated for nonpayment, fraud, chargebacks, abuse, or policy violations.
- Issues caused by customer files, plugins, mods, maps, scripts, configurations, unsupported software, or game updates outside NovaGameHost’s control.
- Change-of-mind requests after substantial use, repeated refund requests, promotional abuse, or purchases made to test, benchmark, or temporarily use infrastructure.
4. Outages and performance
Short maintenance events, isolated latency, DDoS mitigation, upstream incidents, and circumstances outside our reasonable control do not automatically qualify for a full refund. We may provide service credit when appropriate.
5. Processing
Approved refunds are returned to the original payment method. Processing time depends on the payment provider and financial institution. Canceling a service does not itself issue a refund.
6. Chargebacks
Please contact support before filing a payment dispute. Fraudulent or improper chargebacks may result in account suspension and collection of applicable costs.
7. Statutory rights
This policy does not limit rights that cannot be excluded under applicable law.
Questions about these policies may be submitted through the NovaGameHost contact page or the client support portal.