Refund Policy

1. Refund Eligibility

1.1 New Service – 72-Hour Guarantee

For new service orders, you may request a full refund within 72 hours of your initial purchase if you are not satisfied with the service. This applies to:

• Minecraft hosting plans
• VPS hosting plans
• Web hosting plans
• Discord bot hosting plans

The 72-hour window begins at the time of payment confirmation, not service activation. Refunds are processed to your original payment method within 5–10 business days.

1.2 Service Failure by XyleHosting

If XyleHosting fails to maintain the 99.9% uptime SLA for your service due to reasons within our control, you may be eligible for a pro-rata service credit or partial refund for the affected period. Service credits are applied to your account balance by default unless a cash refund is specifically requested.

1.3 Renewal Refunds

If your service renews automatically and you did not intend to continue, you may request a refund within 24 hours of the renewal charge, provided the service has not been actively used during that period. Please set up cancellation in the billing portal before your renewal date to avoid this situation.

2. Non-Refundable Cases

The following are not eligible for refunds under any circumstances:

• Services terminated due to violation of our Terms of Service or Acceptable Use Policy
• Requests made after the 72-hour eligibility window for new services
• Domain registrations, SSL certificates, or one-time setup fees
• Dedicated server orders from the Server Marketplace (these are provisioned to order and require a 48-hour cancellation notice before deployment)
• Services where significant resources have been consumed (e.g., large data transfers, excessive compute usage)
• Promotional or discounted plans specifically marked as non-refundable at checkout
• Add-on services (extra IP addresses, additional storage, backup upgrades)

3. How to Request a Refund

To request a refund:

1. Log in to your billing portal
2. Open a support ticket with the subject "Refund Request – [Order ID]"
3. Include your order number, reason for the refund, and preferred refund method
4. Our team will review and respond within 24 hours

Alternatively, contact us directly on Discord for faster assistance.

4. Refund Processing Times