Refund Policy

Last updated 6 August 2026 · S Ward Host Ltd. (trading as BinaryFall)

This policy covers two separate things: the statutory right to cancel that consumer law gives you, and the 72-hour money-back guarantee we offer on top of it. Where they differ, whichever is better for you applies. Read alongside our Terms of Service.

1. Your statutory right to cancel (consumers, UK & EU)

Buying online makes this a distance contract, so consumers get a cooling-off period of 14 days from the day the contract is concluded — under the UK Consumer Contracts Regulations 2013 and, in the EEA, the EU Consumer Rights Directive.

• You do not need a reason, and cancelling within the period costs nothing.
• To cancel, email support@binaryfall.com from your account address with the words “I wish to cancel my contract” and the service concerned, or open a ticket from your dashboard. Any clear statement works — you do not have to use a particular form.
• We confirm by email on receipt, and refund within 14 days of being told, to your original payment method.

How immediate setup affects this

Servers are normally provisioned within minutes, which is the point of buying one. To do that we need your request to begin supplying the service during the cooling-off period, and at checkout you are asked to agree to exactly that.

• You keep the right to cancel during the 14 days even after setup begins.
• If you cancel once the service has started, we may charge a proportionate amount for what you actually used up to the moment you told us, and refund the rest.
• In practice, for a cancellation in the first few days this is usually a full refund under our 72-hour guarantee below, which is more generous than the proportionate calculation.

This section applies to consumers. If you buy as a business, the statutory cooling-off period does not apply and our commercial guarantee in section 2 governs instead.

2. Our 72-hour money-back guarantee

• The first purchase of a new game server can be refunded in full when you ask within 72 hours of activation.
• It covers the base plan price for that first term.
• No proportionate deduction for usage — that is what makes it better than the statutory calculation in the first three days.

This guarantee is a promise we choose to make. It does not limit, replace, or shorten your legal rights in section 1 or section 5.

3. What the guarantee does not cover

These exclusions apply to the 72-hour guarantee in section 2. They do not restrict your statutory rights in sections 1 and 5.

• Requests made after the 72-hour window.
• Renewals of an existing service — cancel before the renewal date to avoid the charge.
• Add-ons such as server management, extra backup storage, splits and instances, and any one-off or usage-based charge.
• Referral credits applied to an order. Credits are a discount balance with no cash value and are never refunded as money — see our Terms of Service. Where an order is refunded, credits you spent on it are returned to your credit balance.
• Services terminated for breaching our Terms or Use Agreement.
• Repeated use of the guarantee to obtain free hosting, or other abuse, at our reasonable discretion.

4. How to request a refund

Open a ticket from your dashboard, or email support@binaryfall.com from your account address with the service you want refunded. We aim to reply within one business day.

Approved refunds go back to your original payment method through Stripe, in the currency you were charged, and normally appear within 5–10 business days depending on your bank or card issuer. We never charge a fee for issuing a refund.

5. If something is faulty

Separately from any guarantee or cooling-off period, digital services must work as described. Under the UK Consumer Rights Act 2015 and, in the EEA, the EU Digital Content Directive, you are entitled to a service that conforms to what we advertised for the duration of your subscription, with a minimum two-year conformity guarantee for defects present at supply.

If your server does not do what we said it would, tell us. We will try to fix it first, and if we cannot fix it in reasonable time you may be entitled to a price reduction or a refund. These rights cannot be signed away, and nothing in this policy or our Terms limits them.

6. Cancelling and stopping renewals

You can cancel any service at any time from your dashboard — no phone call, no retention queue, no email required. Cancelling stops future renewals; your server stays up until the end of the period you have already paid for. Outside the cooling-off period and the 72-hour guarantee, we do not refund part-used billing periods.

7. Chargebacks

Please contact us before opening a bank dispute — nearly every case is resolved faster directly, and a refund we issue arrives sooner than a chargeback. Services may be suspended while a chargeback is investigated. Raising a dispute does not affect the statutory rights above.

8. Questions

Anything about a refund, cancellation, or your consumer rights: support@binaryfall.com. S Ward Host Ltd., registered in England & Wales, trading as BinaryFall.