Refund & Cancellation Policy

Last updated: October 1, 2025

We want you to be completely satisfied with Mamba Host. This policy explains our refund guarantees, cancellation procedures, and what to expect.

1) 7-Day Money-Back Guarantee

We offer a 7-day, no questions asked, money-back guarantee on all new service purchases. If you're not satisfied for any reason, request a full refund within 7 days of your initial purchase.

What's Covered:

  • All game server hosting plans (Minecraft, Rust, ARK, FiveM, etc.)
  • VPS hosting plans
  • First-time purchases of any service tier

How to Request:

  1. Open a support ticket via your control panel within 7 days of purchase
  2. Select "Billing" → "Request Refund" as the ticket category
  3. Include your invoice number (no explanation required)
  4. Refund processed within 3-5 business days to original payment method

Important Notes:

  • The 7-day period begins at the time of purchase/payment processing
  • One refund per customer (abuse of policy may result in account restrictions)
  • Refunds are processed to the original payment method only
  • After refund approval, service access terminates immediately and all data is deleted

2) What's Not Covered by the Refund Guarantee

The following are non-refundable under all circumstances:

  • Renewals: Any auto-renewal or manual renewal of existing services
  • Upgrades: Upgrade fees between service tiers (you keep the upgraded service)
  • Add-ons: Backup services, additional resources, IP addresses, or one-time purchases
  • Setup fees: Custom installation or migration fees (if applicable)
  • Domain registrations: Domain names cannot be refunded due to registry fees
  • Partial months: We do not pro-rate refunds for partial billing periods after the 7-day window
  • Account abuse: Refunds denied for AUP violations or fraud
  • Third-party services: Game licenses, plugin purchases, or external services

3) Cancellation Procedures

You can cancel your services at any time. Here's how cancellations work:

How to Cancel:

  1. Log into your control panel at panel.mambahost.com
  2. Navigate to "Billing" → "My Services"
  3. Select the service you wish to cancel
  4. Click "Request Cancellation"
  5. Choose cancellation type: "Immediate" or "End of Billing Period"
  6. Confirm cancellation (you'll receive email confirmation)

Cancellation Types:

  • End of Billing Period (Recommended): Service remains active until your current billing period ends. No refund for remaining time, but you get full value of what you paid for.
  • Immediate Cancellation: Service terminates immediately. No refund for unused time unless within 7-day money-back period.

What Happens After Cancellation:

  • Auto-renewal is disabled immediately
  • Service remains accessible until cancellation becomes effective
  • You receive email confirmation with final access date
  • Data export window: 7 days before final termination (download your files!)
  • All data, configurations, and backups permanently deleted after termination

4) Data & Backup Responsibility

Critical: Once a service is canceled or terminated, we cannot recover your data. You are responsible for:

  • Downloading all server files, configurations, and databases before cancellation
  • Maintaining your own backups (unless you purchased our backup add-on)
  • Exporting any data you need during the 7-day window before final termination

We provide control panel tools for easy data export, but we cannot restore deleted services or data after termination.

5) Billing Cycle Changes

You can change your billing cycle (monthly → quarterly → annually) at any time:

  • Upgrades to longer terms are prorated automatically
  • You pay the difference for the remaining current period
  • New billing cycle starts immediately upon payment
  • Cannot downgrade billing cycles (e.g., annual → monthly) mid-term

6) Service Upgrades & Downgrades

Upgrades (higher tier):

  • Available anytime via control panel
  • Prorated charges applied immediately
  • You pay the difference for the remaining current billing period
  • Resources upgrade instantly (typically within 5-10 minutes)
  • Upgrade fees are non-refundable

Downgrades (lower tier):

  • Available anytime via control panel
  • Takes effect at the end of current billing period
  • No partial refunds for downgrading mid-cycle
  • Ensure your usage fits the new plan before downgrading
  • Data exceeding new plan limits must be removed before downgrade

7) Non-Payment & Suspension

If payment fails or becomes overdue:

  • Day 0: Payment fails, automatic retry scheduled
  • Day 1-3: Multiple retry attempts via payment processor
  • Day 3: Email notification of failed payment with payment link
  • Day 7: Service suspended (accessible in read-only mode)
  • Day 14: Final notice before termination
  • Day 21: Service permanently terminated and data deleted

A $10 reactivation fee applies if service is suspended for non-payment and later reactivated.

8) Chargeback Policy

Chargebacks and payment disputes have serious consequences:

  • Immediate suspension: All services suspended pending investigation
  • Investigation fee: $50 fee to cover administrative and processor costs
  • Required documentation: You must provide evidence supporting the chargeback
  • Friendly fraud: Chargebacks for services properly delivered may result in permanent ban
  • Legitimate disputes: Contact billing@mambahost.com before filing chargeback

We're happy to resolve billing disputes directly — chargebacks should be a last resort.

9) Termination by Mamba Host

We may terminate services immediately for:

  • Acceptable Use Policy violations
  • Fraudulent activity or payment fraud
  • Legal requirements or law enforcement requests
  • Threats to platform security or stability
  • Repeated policy violations after warnings

Refund eligibility for our termination:

  • AUP violations: No refund
  • Fraud/abuse: No refund
  • Our service discontinuation: Pro-rated refund of prepaid fees
  • Force majeure: No refund (per Terms of Service)

10) Auto-Renewal Management

All services auto-renew by default to prevent service interruption. To manage auto-renewal:

  • Navigate to "Billing" → "My Services" in control panel
  • Select service and toggle "Auto-Renewal"
  • Disabling auto-renewal = service cancels at end of term
  • Re-enable anytime before billing date to continue service
  • Email reminders sent 7 days before renewal date

11) Price Changes

We reserve the right to modify pricing for our services:

  • Existing customers: Grandfathered at current rate for duration of current term
  • At renewal: New pricing applies to renewals (you'll be notified 30 days in advance)
  • Right to cancel: You can cancel before renewal to avoid price increase
  • Price decreases: Applied immediately at next billing cycle

12) Refund Processing Times

Approved refunds are processed according to the following timeline:

  • Approval: Within 1-2 business days of request (if within 7-day window)
  • Processing: 3-5 business days to original payment method
  • Credit card: May take additional 5-10 days to appear on statement
  • PayPal: Typically 1-3 business days
  • Cryptocurrency: Non-refundable (blockchain transactions are irreversible)

13) Special Circumstances

We understand that exceptional situations arise. We may consider refunds outside this policy for:

  • Extended outages exceeding SLA credits
  • Service discontinuation by us
  • Technical issues preventing service use (despite reasonable troubleshooting)
  • Duplicate charges or billing errors (corrected immediately)

Submit special refund requests to billing@mambahost.com with detailed explanation and supporting documentation. Approval is at our sole discretion.

14) Account Credit vs. Refunds

In some cases, we may offer account credit instead of refunds:

  • Account credit can be applied to any Mamba Host service
  • Credit never expires as long as account remains active
  • Credit is non-transferable and cannot be exchanged for cash
  • Credit is forfeited if account is terminated for policy violations

15) Tax Refunds

If you're eligible for tax exemption:

  • Provide valid tax exemption certificate to billing@mambahost.com
  • We'll apply exemption to future invoices
  • Taxes paid in the last 90 days may be refunded with valid documentation
  • Exemption applies prospectively only (unless within 90-day window)

16) Questions & Billing Support

For questions about billing, refunds, or cancellations:

17) Legal Requirements

Where required by law (certain jurisdictions, consumer protection laws), you may have additional refund or cancellation rights beyond this policy. This policy does not limit any statutory rights you may have.

18) Changes to This Policy

We may update this policy periodically. Material changes will be posted with an updated "Last updated" date and notified via email at least 30 days before taking effect. Changes do not affect refund eligibility for purchases made before the change.

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