Refund Policy

BruceNode offers refunds within 3 days of purchase, and only when our service has a verifiable issue that our team is unable to resolve. This policy applies to all paid services including game server subscriptions, wallet top-ups, and addons.

We focus on fixing problems first. If something is broken on our end, our team will work to make it right before any refund is considered. Refunds are a last resort when a fix is not possible.

1. When Refunds Apply

You may be eligible for a refund if all of the following are true:

• The request is made within 3 days of the original purchase date.
• The issue is caused by BruceNode's infrastructure, software, or service — not by your configuration, mods, plugins, or third-party software.
• You have contacted our support team and given us a reasonable opportunity to investigate and resolve the issue.
• Our team has confirmed that the issue cannot be resolved within a reasonable timeframe.

Examples of eligible cases include sustained hardware failure on our nodes, persistent network issues that prevent your server from being reachable, or a provisioning failure that left your service in a non-working state.

2. When Refunds Don't Apply

Refunds are not available in the following situations:

• Change of mind — You no longer want the service or chose the wrong plan.
• Customer-side issues — Problems caused by your mods, plugins, configurations, scripts, or game files.
• Third-party services — Outages or issues with Mojang, Steam, Cfx.re, Hytale, or any other game publisher we depend on.
• Account suspension — Services suspended for violation of our Terms of Service or for non-payment.
• Resolved issues — Problems that our team successfully fixed during the support process.
• Past the 3-day window — Requests made more than 3 days after the purchase date.
• Force majeure — Outages caused by events beyond our reasonable control such as natural disasters, large-scale internet outages, or upstream provider failures.
• DDoS attacks exceeding our protection capacity — Our DDoS protection mitigates the vast majority of attacks. Attacks that exceed our infrastructure's capacity are not refundable.
• Promotional or discounted purchases past the redemption window — Promo codes such as BRUCE20 do not extend the refund window.

3. Subscription Refunds (Monthly & Annual)

For monthly and annual subscriptions purchased through Stripe, refunds are evaluated based on the criteria above. If approved, the refund is issued to your original payment method.

• Within 3 days, eligible: Full refund of the subscription charge, minus any unrefundable transaction fees.
• Past 3 days: No refund. You may cancel from your dashboard at any time. Your service will continue until the end of the current billing period and then enter a 15-day grace window before deletion.
• Pro-rated mid-cycle refunds are not offered. If you cancel mid-cycle, your service remains active for the remainder of the period you have already paid for.

4. Wallet Credit Refunds (Hourly Billing)

Wallet credits power our hourly billing system. Once added to your wallet, credits are intended to be spent on game server hosting and related services.

• Unused credits, within 3 days: If you top up your wallet and have not consumed any credits, you may request a refund of the unused balance within 3 days of the top-up.
• Partially used credits: Once any portion of your wallet has been spent on hourly server time, the remaining balance becomes non-refundable. You can continue to use it for other servers or top-ups.
• Past 3 days: Wallet credits are non-refundable. They remain available in your account for future use.
• Cancelling an hourly server does not trigger a refund. Your wallet balance is not affected by cancellation — it stays in your account for future use.

5. Setup Addon Refunds (One-Time Services)

Setup addons are one-time professional services such as BungeeCord configuration, modpack installation, or anti-cheat setup. They are fulfilled manually by our team after purchase.

• Before work has started: Setup addons are fully refundable if you contact us before our team begins the requested work.
• While work is in progress: Refunds are evaluated case-by-case based on the work already performed.
• After work is completed: Setup addons are non-refundable once the requested service has been delivered.

6. Hardware Addon Refunds (Recurring)

Hardware addons such as Extra CPU Threads, Reserved Standard Port, and Daily Automated Backups are billed alongside your subscription on a recurring basis.

• Within 3 days of first activation: Eligible for refund under the standard policy if the addon is not functioning as advertised.
• Subsequent billing cycles: You may remove a hardware addon at any time. Removal takes effect at the end of the current billing cycle. The current cycle is not refunded.

7. How to Request a Refund

To request a refund, contact us within 3 days of your purchase. Please include:

• Your account email
• The order ID, invoice number, or transaction reference
• A clear description of the issue
• Any relevant screenshots, logs, or error messages
• Steps you have already tried, if any

Send your request to hi@brucenode.com or open a ticket through our support page. Our team will review your request, investigate the issue, and respond within 24 hours.

8. Processing Time

Approved refunds are issued back to the original payment method through Stripe. Processing times vary by payment provider:

• Credit and debit cards: 5-10 business days to appear on your statement.
• Bank transfers and other methods: Up to 14 business days, depending on your bank.

You will receive an email confirmation when the refund is issued. The exact arrival time is determined by your bank or card issuer, not by BruceNode.

9. Disputes & Chargebacks

If you believe a charge was made in error or you have a billing concern, please contact us first at hi@brucenode.com before filing a chargeback with your bank or card issuer. We resolve the vast majority of billing concerns within 24 hours.

Filing a chargeback without first contacting us may result in immediate suspension of your account pending resolution. Repeated or fraudulent chargebacks may result in permanent account termination.

10. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email or a notice on our website at least 14 days before they take effect. The most current version is always available on this page. Continued use of our services after changes take effect constitutes acceptance of the updated policy.

11. Contact

For refund requests or questions about this policy, contact us at hi@brucenode.com or through our support portal.