At HexaCraft, we aim to provide reliable hosting services and fair support to all our customers. Please read the following refund policy carefully before purchasing a service. This policy applies to all HexaCraft services, including Minecraft hosting, VPS, VDS, Windows RDP, bot hosting, dedicated Lavalink and dedicated servers. It is not limited to VPS hosting.
1. 24-Hour Refund Policy
If you change your mind after purchasing a service, you may request a refund within 24 hours of the service being deployed.
The refund will be issued after deducting the cost of the IPv4 address assigned to your service, where applicable. Refund requests submitted more than 24 hours after deployment will not be eligible under the change-of-mind refund policy.
2. Issues From HexaCraft's Side
If your service experiences a significant issue caused by HexaCraft's infrastructure or services, and we are unable to resolve the issue within a reasonable period, you may be eligible for a refund.
The refund amount will be calculated after deducting:
- The cost of the assigned IPv4 address, where applicable; and
- The charges for the number of days the service was successfully used.
If the issue is caused by Internet Service Provider (ISP), local network, routing outside HexaCraft's control, or another third-party network, it will not qualify for a monetary refund.
However, where appropriate, HexaCraft may provide billing-day compensation or service credit for eligible connectivity-related issues. Such compensation does not constitute a cash refund.
Data loss caused by HexaCraft
If data loss is caused by HexaCraft, we will extend the affected service by 50% of its affected billing period, added to the service’s existing expiration date. For example, a 30-day plan receives 15 additional days.
This applies only to data loss caused by HexaCraft, not data loss caused by the customer. This compensation is a service-time extension, not a cash refund. It is separate from the 24-hour change-of-mind refund window and does not guarantee recovery of lost data. Report the incident through billing support so the cause and affected service can be identified.
3. Issues Caused by the Customer
Refunds will not be provided for problems caused by the customer's own actions, configurations, software, or service usage.
This may include incorrect server configurations, operating system changes, firewall rules, installed software, scripts, or other modifications made by the customer.
In such situations, our support team will make reasonable efforts to help diagnose and resolve the issue instead of providing a refund.
4. Refund Eligibility
Refund requests will be reviewed by HexaCraft to determine whether they meet the conditions stated above. Customers may be asked to provide relevant information or cooperate with our support team so that the cause of an issue can be identified.
Refunds will not normally be granted where the issue can be resolved through reasonable troubleshooting or where the problem is outside HexaCraft's control.
By purchasing and using a HexaCraft service, you acknowledge that you have read, understood, and agreed to this Refund Policy.
5. DDoS / Crypto Mining / Port Scanning / Other Illegal Activities.
Instant suspension if you are found doing DDoS on other VPS, Crypto Mining on the VPS, Port Scanning, or doing any other illegal activities.
6. Manipulation / Defamation
You cannot manipulate other users about HexaCraft into buying your goods, if the client is from HexaCraft and we found that you are manipulating him into buying your services, then we will send a warning and with a suspension Notice. If you defame without any early conversation, then we will have to suspend your service.