Refund
policy
What is refundable, what is not, and how to proceed.
Right of withdrawal
The French Consumer Code provides a fourteen-day withdrawal period for distance purchases. For a digital service performed immediately, this right lapses once you have requested provisioning and acknowledged that immediate performance entails the loss of the right of withdrawal: that is the box ticked at the time of ordering.
In other words: as long as the server has not been installed, withdrawal remains possible. Once installed, the service is considered performed.
Incident attributable to Starmine
If a prolonged unavailability is attributable to us, we compensate in service time, extended automatically, or in reusable credit. Open a ticket stating the dates and the observed duration: the service status page is the reference.
What is not refundable
- A server installed and used, even partially
- A sizing mistake on your part: the plan change exists for that, pro rata
- A mod or plugin incompatibility unrelated to our infrastructure
- A suspension following a breach of the terms of sale
- Tokens (creepers) already purchased, convertible but not refundable
Procedure
Open a ticket from the panel with the invoice number concerned and the reason. We answer within a few working days. If agreed, the refund is made using the same payment method as the original order.
In the event of a persistent disagreement, an amicable solution is sought before any other step.