Join the waitlist

Legal

Refund Policy

When you can get your money back from Wilderack, how to ask, and how long it takes. Includes the 7-day promise and refunds for unused renewals.

Version 0.1Last updated Not in effect yet

Draft for legal review

A lawyer hasn’t approved this page yet, so it isn’t in force. Wilderack isn’t taking payments yet, and this page will be reviewed before we do. Questions? Email legal@wilderack.com.

Open questions for the lawyer (3)
  1. Confirm how the 7-day promise interacts with the EU and UK 14-day right of withdrawal for services that start straight away, and the checkout wording that consumers need to see (express request to start, acknowledgement of a proportionate charge).
  2. Confirm the outage credit rule is a policy and not a binding service-level agreement.
  3. Decide whether refunds for a parent's purchase can be requested by the young player or only by the parent who paid.

The short version

  • New to Wilderack? If it's not for you, ask within 7 days of your first payment and we refund it in full. No questions.
  • Forgot to cancel? If your server wasn't used after a renewal, ask within 7 days and we refund that renewal.
  • If something on our side stops your server from working and we can't fix it, we refund the time you lost.
  • Refunds go back to the card or account that paid, usually within 5 to 10 business days.

This summary helps you read the page. The full text below is what applies.

We want you to stay because you love your server, not because getting your money back is hard. This policy is part of our Terms of Service.

The 7-day promise

If you’re new to Wilderack and it isn’t right for you, ask for a refund within 7 days of your first payment and we’ll refund it in full. You don’t need to give a reason.

  • It covers the first payment for your first plan, including any add-ons bought with it.
  • It’s once per person (and once per payment card), so it can’t be used to get a free month again and again.
  • Your server is stopped when the refund is made. Download your world first if you want to keep it.

Unused renewals

Plans renew automatically until you cancel, and we email you 7 days before every quarterly or yearly renewal. Still, it’s easy to forget.

If a plan renews and nobody has used the server since the renewal (it stayed asleep, nobody joined and nobody changed anything), ask within 7 days of the renewal and we’ll refund it in full. Your plan is cancelled and your world is kept on the usual timeline, so you can come back to it.

The 3-day pass

The 3-day pass is a one-time payment for a short trial, and it never renews. If a problem on our side stopped your server from running during the pass, we refund it in full. Otherwise the pass isn’t refundable after your server has started, because the whole point is a short taste.

Each payment card can buy one pass every 90 days. If the same card buys a pass for another server within that time, we refund it straight away and don’t start the server, so you’re never charged for it.

When something goes wrong on our side

If your server can’t run because of a problem we caused and can’t fix within a reasonable time, we’ll refund or credit the time you lost, whichever you prefer. For long outages that we announced on our status page, we add credit automatically. Problems caused by a game’s own update or by mods you installed don’t count, but we’ll still help you fix them.

Plan changes and cancelling

  • Cancelling stops future renewals. Your server keeps running until the end of the period you paid for. We don’t refund the rest of a period you’ve already used, except in the cases on this page.
  • Upgrading charges only the difference for the rest of the period.
  • Downgrading gives you credit on your next bill for the difference.
  • Switching games inside your plan is free, so there’s nothing to refund.
  • Prepaid quarterly and yearly plans: if we change these terms or the service in a way that’s worse for you, you can cancel and we’ll refund the unused months.

If you live in the EU or the UK

You also have a legal right to cancel a new contract within 14 days. Because your server starts as soon as you pay, you ask us at checkout to start straight away. If you then cancel within 14 days, we refund the payment minus a fair amount for the days you had the server. In practice our 7-day promise is better for most people, and we’ll always apply whichever gives you more back.

Payments made by a parent

If a parent or guardian paid, they can ask for a refund under this policy. The refund goes back to their card or account.

How to ask for a refund

  1. Open Billing in the panel at https://app.wilderack.com and choose the payment, or email billing@wilderack.com from the address on your account.
  2. Tell us which payment, and anything we should know. For the 7-day promise you don’t need a reason.
  3. A real person replies within 24 hours.

Refunds go back to the original payment method through Stripe. They usually appear within 5 to 10 business days, depending on your bank. Taxes we collected are refunded with the payment.

Chargebacks

Please ask us before disputing a payment with your bank. Disputes take weeks and, while one is open, we have to pause the servers on the account. A refund from us is faster for everyone.

Questions

Email billing@wilderack.com. We’re happy to help.