Legal

Refund Policy & SLA

Version 1.1, effective October 10, 2026

Refunds

• 48-hour guarantee: If you're not happy with a new game, shared, bot or VPS service, ask within 48 hours of your first order and we'll refund it in full.
• Cancelling: You can cancel at any time from the Client area. Your Service stays on until the end of the period you've already paid for and then doesn't renew. We don't refund part of a month.
• Longer billing cycles: If you cancel a quarterly, semi-annual or annual plan early, we can refund the unused full months. We subtract the discount you received on the cycle.
• No refunds for: dedicated servers and VDS (once provisioned), custom builds, setup or migration work already done, or Services suspended for breaking our Terms.
• Gift cards and account credit: an unused gift card can be refunded (its code then stops working); once redeemed it becomes account credit, which is not refundable and can't be exchanged for cash. Credit is taken off your next invoices automatically.
• Custom development deposits: If you cancel before we start work, we refund the deposit in full. Once work has started, we keep the part of the deposit that covers work already done (we'll show you what was done) and refund the rest. The balance is only charged on delivery, and a delivered, paid project is not refundable — the 30-day bug-fix window covers anything that doesn't match the agreed scope.
• Bot subscriptions (Warden, Warden Console and other bots) follow the same 48-hour guarantee and cancellation rules as hosting.

To ask for a refund, open a Billing ticket on the website or in Discord, or email billing@ironvaulthost.com. Refunds go back to your original payment method within 5 to 10 business days.

Service level agreement

We aim for 99.9% monthly network and hardware uptime for every hosted Service. If we miss that because of something within our control, you can claim a service credit:

Uptime doesn't count scheduled maintenance announced at least 24 hours ahead, problems caused by your own software or configuration, or attacks beyond our mitigation capacity. To claim a credit, open a ticket within 30 days of the incident. Credits are applied to your next invoice and can't be exchanged for cash.

Support response targets