Refund Policy

1. Digital service delivery

IntenseServers provides digital game server hosting services that are provisioned and delivered immediately upon payment. As outlined in the Electronic Communications and Transactions Act (ECTA), 2002, Section 44, the standard cooling-off period does not apply when the consumer has expressly consented to performance beginning before the cooling-off period expires.

2. General policy

All sales are final. We do not offer refunds for services that have been provisioned and delivered as described. This includes partial billing periods after cancellation, changes of mind after purchase, unused time on a cancelled subscription, and downgrade differences.

3. Exceptions

We may consider refunds at our discretion in the following circumstances:

Service not delivered: If we are unable to provision your server within 24 hours of payment due to a fault on our side, you are entitled to a full refund.

Extended outage: If your server experiences more than 72 consecutive hours of downtime due to infrastructure failure on our side (not including scheduled maintenance communicated in advance), you may request a pro-rata credit or refund for the affected period.

Duplicate payment: If you are charged more than once for the same billing period due to a payment processing error, the duplicate amount will be refunded in full.

4. How to request a refund

Email support@intenseservers.co.za with your account email, order reference, and a description of the issue. We will respond within 5 business days. Approved refunds are processed via the original payment method through PayFast and may take 5-10 business days to reflect.

5. Cancellation vs refund

Cancelling your subscription stops future billing but does not entitle you to a refund for the current or any past billing period. Your server remains active until the end of your paid period. After that, it enters the suspension and deletion cycle as described in our Terms of Service.

6. Consumer Protection Act

Nothing in this policy is intended to limit any rights you may have under the Consumer Protection Act, 2008, to the extent that it applies to digital services. If you believe your consumer rights have not been respected, you may contact the National Consumer Commission.