Refund Policy

Summary: All Sales Final

IntenseServers operates an all-sales-final policy. Once payment is processed, purchases are non-refundable except in the limited circumstances set out below. Please make sure you understand what you are buying before you pay.

There is no cooling-off period. Hosting services begin immediately upon payment and provisioning, and are excluded from the cooling-off provisions of the Electronic Communications and Transactions Act, 2002. By placing an order you expressly consent to immediate provision of the Service and acknowledge that you waive any cooling-off right that may otherwise have applied.

Non-Delivery (the only "we owe you a refund" case)

A refund is available only where we fail to provision the Service you paid for, and we cannot resolve the failure within 7 days of your original payment. This is the single circumstance in which a refund is owed as of right rather than at our discretion.

What counts as "failure to provision"

• You paid for a server and we did not create it on our infrastructure;
• The server was created but is not accessible to you, and the inaccessibility is due to a fault on our side that we cannot fix;
• The server was created but does not match the resource specification (RAM, storage) of the plan you ordered, and we cannot correct it.

What does NOT count as "failure to provision"

• The server was provisioned and accessible, but you couldn't get a specific game, mod, plugin, or third-party software working;
• The server experienced temporary downtime that we resolved within reasonable time;
• You changed your mind about the game, plan, or specifications after provisioning;
• Performance was lower than you expected for reasons outside our control (your players' ISPs, plugin overhead, community size, abusive traffic);
• You were unable to use the Service due to your own configuration mistakes or third-party plugin conflicts.

Your remedy if we fail to provision

If we accept that we have failed to provision your Service within the meaning above, you may choose between:

• A full refund of the amount paid, returned to your original payment method via PayFast; or
• A service credit of equal value, applied to your IntenseServers account and usable against any future Service.

The choice is yours. Service credits do not expire while your account remains in good standing.

The 7-day window

You must notify us of a non-delivery issue within 7 days of your original payment by emailing support@intenseservers.co.za. Notifications received after this window will not qualify for a refund under this clause, except where required by law.

Billing Errors

If you have been charged in error — for example a duplicate charge, an accidental charge, or a charge for the wrong amount — we will refund the erroneous portion as soon as we have verified it. This is not a discretionary refund: billing errors are corrected as a matter of course.

Notify us at support@intenseservers.co.za with the transaction date, amount, and the account email used. We will respond within 2 business days.

Cancellations

You can cancel your Service at any time, from your client portal or by emailing support. When you cancel:

• Your recurring PayFast subscription is stopped — you will not be charged again;
• Your Service remains active until the end of the billing period you have already paid for;
• No refund (full or pro-rata) is given for the unused portion of that billing period.

Renewal payments are final and non-refundable. If you intend to cancel before a renewal, set a reminder a few days before your renewal date. Forgetting to cancel is not grounds for a refund.

Plan downgrades mid-cycle take effect at the start of your next billing period. The price difference between your old and new plan for the current period is not refunded as cash and is not credited.

How to Request a Refund

1. Email support@intenseservers.co.za from the email address registered on your account, within the 7-day window. Include:
   • Your account email and the server name or order ID;
   • A description of the non-delivery issue or billing error;
   • The transaction date and amount.
2. We respond within 2 business days with one of: confirmation that we are processing the refund or credit; a request for more information; or, if the request falls outside this policy, a written explanation of why we cannot process it.
3. Approved refunds are processed within 5 to 10 business days back to the original payment method via PayFast. Service credits are applied to your account immediately on approval.

Refunds are made in South African Rand (ZAR) to the original payment method. We do not refund to alternative accounts, in cash, or in cryptocurrency.

Chargebacks

If you have a billing concern, contact us first. Initiating a chargeback or payment reversal through your bank or through PayFast without first contacting us is a material breach of our Terms of Service. The consequences are:

• Immediate suspension of your Service;
• Permanent termination of your account and deletion of associated data after the standard 30-day data retention window;
• Refusal of future Service to you and to any related accounts we identify;
• Recovery of the disputed amount and any chargeback fees levied by PayFast through legal means if necessary.

Fraudulent chargebacks (chargebacks made in bad faith for Services that were delivered as described) may be reported to fraud prevention databases and to the South African Police Service.

Your Statutory Rights

Nothing in this Refund Policy limits any non-waivable rights you have under South African law, in particular the Consumer Protection Act, 2008 and the Electronic Communications and Transactions Act, 2002. Where this policy and those laws conflict, the laws prevail.

If you believe we have not handled a refund request fairly, you may escalate the matter to:

• The National Consumer Commission (thencc.gov.za);
• The Consumer Goods and Services Ombud (cgso.org.za).

Contact

Refund requests and questions about this policy: support@intenseservers.co.za.

Legal matters relating to this policy: legal@intenseservers.co.za.