Refund policy
PulsarServers offers a no-questions-asked refund within 72 hours of your first order, plus the full set of EU consumer rights afterwards. This page tells you what's eligible, what isn't, and exactly how to request one.
The legally binding text lives in our Terms of Service. If anything here conflicts with the Terms, the Terms win.
The 72-hour window
Every new customer can request a full refund within 72 hours of their first purchase. No need to explain why — change of mind, performance didn't meet expectations, ordered the wrong plan, ordered by accident. Open a ticket, ask for a refund, done.
Money lands back on your original payment card in 5–10 business days depending on your bank.
What qualifies
- Your first paid invoice on any new service, requested within 72 hours of payment.
- An invoice charged in error (e.g. you cancelled the day before but the renewal still fired).
- A service we couldn't deliver (e.g. provisioning failure that we couldn't fix within 24 hours).
What does not qualify
- Renewals of an existing service past your first 72 hours. Cancel before the renewal date instead.
- Unused time on a service you're cancelling. Service runs until the end of the paid period.
- Chargebacks initiated through your bank without contacting us first — we'll work with you to resolve any issue, and chargeback fees from the processor are passed through.
- Add-ons and one-off purchases that have already been consumed (e.g. a manual world migration, one-time backup restore).
- Refund requests for services that violated our Acceptable Use Policy (DDoS, illegal content, etc.).
EU consumer rights
EU customers have a 14-day right of withdrawal under the Consumer Rights Directive. Our 72-hour policy is a faster, no-questions version of the same thing — you can still invoke your full 14-day right if you prefer, by writing to billing@pulsarservers.com.
Note: when you sign up, you explicitly agree to immediate provisioning of the service. That means the standard 14-day right is reduced proportionally to the days of service consumed. For first-time orders we waive this and refund the full amount inside our 72-hour window regardless.
How to request a refund
- Sign in to billing.pulsarservers.com.
- Open Support → Open Ticket.
- Pick department Billing.
- Subject:
Refund request for invoice #XXXXX. - In the message, include:
- The invoice number (from Billing → My Invoices).
- The reason (optional within 72 hours, helpful for us to improve).
- Whether you want the service stopped immediately or at the end of the paid period.
- Submit. We reply within a few business hours; refunds are typically queued the same day.
Processing timeline
- Card refunds — 5–10 business days, usually closer to 3. Returned to the original card via Stripe.
- Apple Pay / Google Pay — same window as the underlying card.
Buying a Diamond plan and unsure it'll fit your modpack? Order monthly first — you keep the 72-hour safety net. Once you've confirmed everything runs smoothly, switch to a yearly cycle and bank the −20%. See Changing your billing cycle.
A note on chargebacks
If something feels off about a charge, please open a ticket first. Initiating a chargeback through your bank before talking to us:
- Takes 30–90 days to resolve through the processor, vs. minutes for us to fix.
- Adds a non-refundable chargeback fee to your account balance.
- May result in the account being suspended pending dispute resolution.
Talk to us. We refund quickly and fairly when it's warranted.