Elite Game Servers reserves the right to provide or deny refunds with or without reason, regardless of the refund guidelines below.
We will issue a full refund (transaction fees not included), if there is a genuine technical issue with the server that takes more than 48 hours to resolve and which happens within the first 96 hours after placing an order.
- All Dedicated Servers from our Dedicated Servers range are non-refundable. All product addons and additional services are non-refundable.
- We do not issue refunds for products that have licensing fees to external parties (e.g. TeamSpeak 3 servers, Battlefield)
- All product addons and additional services are non-refundable. (Such as extra IP addresses)
Elite Game Servers will not issue refunds if:
1) No attempt was made to resolve the issue by the Customer.
2) If the Customer failed to contact us through our official support ticket system for assistance (https://www.elitegameservers.net/controlpanel/supporttickets.php).
3) An add-on / modification added by the Customer causes performance issues (e.g. lag or crashing). By purchasing a server the Customer agrees that such issues are beyond the control of Elite Game Servers and that Elite Game Servers reserve their right to payment.
4) An add-on / modification added by the Customer results in server suspension.
5) An issue caused by an external party, for example a bug in software that is created by an external developer / publisher. By purchasing a server the Customer agrees that such issues are beyond the control of Elite Game Servers and that Elite Game Servers reserve their right to payment.
6) Reasons stated in the Acceptable Use Policy and General Terms and Conditions are broken/violated/not adhered too.
Account credits only hold value within Elite Game Servers and hold no external monetary value. Account credits can only be used internally within Elite Game Server's system and cannot be refunded.
When a Customer wishes to close an account or service with Elite Game Servers, they agree that they must put a cancellation request through our system to confirm this, and not through any other means such as, but not limited to; not paying invoices, cancelling any payment subscriptions or emailing us to cancel the account. If the Customer does not send a cancellation request through the appropriate channels, and is as a result charged for a continued service with Elite Game Servers, the Customer is solely liable, and Elite Game Servers holds no liability for any payment reversals or chargebacks due to this.
Elite Game Servers operates under the premise that if the customer does not put a cancellation request through our system, they wish to continue paying and using their service with us. The Customer agrees that if they have not put a cancellation request through the Elite Game Server's system, that Elite Game Servers is in no way responsible for any payments or charges made.
The only accepted way of cancelling a server is by following these steps:
Navigate to "Client Area" --> "My Services" --> "View Details" (Next to the service you wish to cancel.) --> "Management Actions" --> "Request Cancellation".
Elite Game Servers does not allow charge backs to occur to its merchant accounts and contracts with any credit card supplier internationally. It is not recommended to initiate a charge back hence the customer agreed to the billing policies (this document) and the terms and conditions outlined in this document and Elite Game Servers will use this document and customer agreements at the time of the order to wholeheartedly fight a charge back dispute.
It's Elite Game Servers discretion to delete, terminate or suspend a service as soon as a chargeback is initiated, it's also Elite Game Servers discretion to initiated communication on any of Elite Game Servers communications with a customer if a chargeback has been filed.
Elite Game Servers will use all methods of communication to the gateway and or credit card supplier to communicate with the customer after a chargeback has been initiated.
Any charge back dispute will immediately result in suspension of the account and another charge will be applied to the customer to resume services after the chargeback process is complete. Any customer, who provides a credit card charge back in response to a bill and/or order placed at Elite Game Servers, will be subject to collections and legal action.
Charge backs are never an acceptable means of attaining a refund. By ordering a service from Elite Game Servers you are bound by these terms and conditions and must follow and agree to them. The following amounts will be applied for all charge backs: €25.00 Charge back processing fee, €75,00 penalty for charge back usage. In addition if collections action is required a 22% collections fee will be assessed as well for the total amount.