Refund Policy

This Refund Policy explains when and how Wroud Foundation LLC will refund payments you make to pixly. It supplements, and is incorporated by reference into, the Terms of Use. In case of any conflict between this Refund Policy and the Terms of Use on the subject of refunds, this Refund Policy controls.

§1. Scope

This Refund Policy applies to payments made to Wroud for the pixly managed Minecraft Java Edition server hosting service (the "Service"), including Wallet top-ups and any add-on charges that we may offer from time to time. It does not apply to charges made by third parties (for example, charges from Mojang/Microsoft for Minecraft itself, or amounts paid to other vendors for third-party content you choose to install).

Where a third-party Merchant of Record sells the Service to you, that Merchant of Record's own refund terms may also apply to the transaction. To the extent the Merchant of Record's terms grant you broader refund rights than this Policy, nothing in this Policy limits or waives those rights.

§2. 14-Day Cooling-Off Period

You may request a full refund of a Wallet top-up within fourteen (14) days of the payment, provided the topped-up funds have not been spent. If part of the topped-up amount has been spent at the time of your request, we will refund the unspent portion of that top-up.

For the avoidance of doubt: "spent" means the funds have been debited from your Wallet to settle compute, storage, or other Service charges, including charges that have accrued in real time as a Server you provisioned was running. Funds that remain on deposit in your Wallet are unspent for the purposes of this section.

Refunds under this Section are returned to the payment method you used for the top-up. Some payment methods cannot be reversed or refunded once a payment is confirmed; where you funded your Wallet using such a method, the refund described in this Section is subject to Section 5.

The full Wallet-balance return rule that applies when you close your Account is in Terms §11.

§3. EU / UK Statutory Right of Withdrawal

If you are a consumer resident in the European Union or the United Kingdom, you have a statutory right to withdraw from a distance contract within fourteen (14) days under Directive 2011/83/EU on consumer rights (transposed into the law of each EU Member State) and, in the United Kingdom, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this Refund Policy limits or waives those rights.

Express consent to immediate performance; loss of withdrawal right for services already supplied. When you initiate consumption of the Service before the end of the fourteen-day withdrawal period (for example, by starting a Server, by triggering an auto-reload top-up, or by acknowledging that you want the Service to begin immediately at checkout), you expressly request that Wroud begin performance of the contract during the withdrawal period. In accordance with Article 16(a) of Directive 2011/83/EU and the equivalent UK implementing rules, you acknowledge that you lose your right of withdrawal once the service has been fully performed, and you accept that no refund is due for the portion of the Service that has been performed before you exercise the right of withdrawal.

In practice this means: amounts already spent from your Wallet to settle compute or storage charges before you ask to withdraw are not refundable under the statutory right of withdrawal; unspent Wallet balance remains refundable under Section 2 of this Policy. Where you funded your Wallet using a payment method that cannot be reversed, any refund we are required to make under this Section will be issued by a reasonable alternative method we offer, as described in Section 5. Where applicable law gives you broader rights, those broader rights prevail.

§4. Account-Closure Refund

When you close your Account, you may request return of any positive Wallet balance. We may deduct from the refunded amount:

• any charges that are pending at the time of closure (for example, usage that has accrued in the current settlement period but has not yet been debited); and
• reasonable processing costs charged to us by the third-party payment processor or the underlying payment networks for processing the refund (such as percentage-based gateway fees on the original top-up).

Where technically possible, refunds are issued to the original payment instrument. Where the original instrument is no longer available or cannot receive a refund (for example, the card has expired, the account has been closed, or the payment method does not support refunds or reversals), we will issue the refund by a reasonable alternative method we offer.

§5. Non-Refundable Items

The following are not refundable, beyond the cooling-off and Wallet-balance rules above:

• Top-ups made with a non-reversible payment method. Certain payment methods cannot be reversed or refunded once the payment is confirmed. Where you choose such a method to fund your Wallet, the top-up is non-refundable and the cooling-off refund in Section 2 does not apply to it, except to the extent a non-waivable consumer-protection right (including the statutory right of withdrawal in Section 3) requires otherwise. In that case, any refund we are required to make will be issued by a reasonable alternative method we offer. The dashboard tells you, before you pay, whether the payment method you have selected supports refunds.
• Consumed compute, storage, and network charges. Once a Server has run, the resources it consumed are not recoverable, and the charges that settled against your Wallet are not refundable.
• Periods of downtime. Where the Service is temporarily unavailable due to planned or emergency maintenance, third-party infrastructure outages, security incidents, or causes beyond our reasonable control, we do not provide refunds, credits, or pro-rata reimbursement. The Service is provided on a commercially reasonable-efforts basis without a service-level agreement, as described in Terms §12.
• Periods during which you elected not to use the Service. A Server that is paused or stopped does not accrue compute charges; we do not separately refund for the time it remained paused.
• Charges associated with terminations for cause. Where we terminate your Account for breach of the Terms of Use or the Acceptable Use Policy, unused Wallet balance may, at our reasonable discretion, be retained to cover outstanding amounts (including chargeback costs, fraud-related losses, and reasonable enforcement expenses), as described in Terms §13.

§6. Chargeback Policy

Please contact us first. If you believe a charge is incorrect or you are entitled to a refund, email support@pixly.gg before filing a chargeback or payment dispute with your card issuer or bank. We will work with you in good faith to resolve the issue under this Refund Policy.

Filing a chargeback or payment dispute with your card issuer or bank without first attempting to resolve the matter with us is a violation of the Acceptable Use Policy and a material breach of the Terms of Use, and may result in suspension or termination of your Account. Where we incur chargeback fees, fraud-investigation costs, or losses as a result of a chargeback filed in breach of this section, those amounts may be deducted from any unused Wallet balance and may, where permitted by law, be pursued as a debt against you.

§7. How to Request a Refund

To request a refund under this Policy:

1. Email support@pixly.gg from the email address associated with your Account.
2. Include the date and approximate time of the top-up, the amount, and the reason for the refund request.
3. If you are exercising a statutory right of withdrawal (Section 3), please say so explicitly.

We will acknowledge your request within five (5) business days and aim to make a final decision within ten (10) business days of receiving all information we reasonably need to evaluate the request. Once a refund is approved, the funds typically appear on the original payment instrument within five (5) to ten (10) business days, depending on the payment processor and your bank.

We may require reasonable verification of your identity before issuing a refund, especially for larger amounts or where we suspect Account compromise.

§8. Escalation & Disputes

If you are not satisfied with our refund decision, you may escalate the matter to legal@pixly.gg. Disputes arising out of or in connection with this Refund Policy are subject to the informal-resolution, governing-law, arbitration, class-action-waiver, and opt-out provisions in Terms §20, which are incorporated by reference into this Policy.

Nothing in this Policy limits any non-waivable consumer-protection rights you have under the law of your country of residence, including the right to lodge a complaint with the consumer-protection or alternative-dispute-resolution body of your country.