Terms of Service

General

By using this service, you agree to be bound by these Terms. We reserve the right to modify or replace these Terms at any time.

Billing

We use Stripe for secure payment processing. Each server will be automatically billed monthly to the Stripe/PayPal account associated with your Supercraft account. All monthly charges are visible in your customer Control Panel.

Cancellation

Servers can be canceled at any time. Once canceled, the associated Stripe/PayPal subscription is also canceled, and no further charges will apply. Please note that any invoices created while your subscription was active (but not collected due to insufficient funds) may still be collected by Stripe/PayPal after cancellation. After canceling, your server remains active and accessible until the end of the current billing period. Once the paid period expires, the server is subject to being disabled and deleted. If your cancellation includes a refund, the server is immediately deleted. Account deletion automatically triggers server cancellation. Canceling a subscription is the customer's responsibility. Not using the service does not eliminate our obligation to pay for allocated resources. After cancellation, please verify that your subscription status has changed and that you received a confirmation email. Refund requests based on forgetting to cancel (without intent to continue using the service) will be rejected.

2-Day Refund Policy

New customers are entitled to a refund during their first 2 days of service (inclusive of the first day). Refunds do not apply to recurring payments. Each customer is entitled to only one refund. Subsequent refund requests for new subscriptions (including upgrades) will be rejected. Refund requests submitted more than one day after cancellation will be rejected. Refunds are processed by the payment vendor and typically take 1-5 business days. Refunded services may be terminated immediately. Upon termination, there is no further obligation for support. The refunded amount will be reduced by the payment processor fee (which PayPal and Stripe do not return). Refunds are not guaranteed for accounts violating these Terms.

Warranties

This service is provided "as is" without any warranty. Service may be interrupted at any time. Your server may be deleted by us at any time. If this occurs without notice, you will be refunded for the current billing period (provided the reason was not related to a violation of these Terms). When deletion occurs with one month's notice, no refund is due.

If you do not cancel but your payment cannot be collected (after multiple attempts), we will stop your server, disable it, and schedule it for deletion.

Support is provided by email and Discord (requests without account details may not be supported). We typically respond to every request, sometimes within minutes, sometimes within hours. However, this follows a "best-effort" model (no SLA defined), and we assess priorities according to plan tier and issue severity. Service problems are treated with the highest priority, while questions about game tweaks from S-plan subscribers receive the lowest priority.

Conditions Classified as "Service Not Available"

1. The administrative panel interface is inaccessible, preventing game management.
2. Inability to start a game server, preventing you from creating or launching a new game session.
3. Inability to establish a connection to a game server. Note: Issues on the customer's side are excluded from this condition.

Conditions Not Classified as "Service Not Available"

1. Data loss attributable to in-game bugs.
2. Suboptimal frames per second (FPS) performance, as this is evaluated subjectively.
3. Ping levels not meeting user expectations, which can be subjective and influenced by the user's network conditions.
4. Game or modification instability, such as process crashes, is not considered a service availability issue.

Acceptable Use

Your service may be stopped if you are found to be using it for unlawful or unintended activities. This also includes intentional acts of negative publicity such as unjust negative reviews, hateful comments, hate speech, and similar conduct.

If you have questions about these terms or your account status, contact us at support@supercraft.host or via Discord.