Refund Policy
Effective date: 18 August 2026 Last updated: 18 August 2026
This Refund Policy explains when you can get your money back from a PZStack plan purchase, how the process works, and how it interacts with our authorized Merchant of Record / payment provider. It is part of - and governed by - our Terms of Service.
1. TL;DR
| Situation | Outcome |
|---|---|
| It's been less than 14 days since your first ever payment and you're not satisfied | Full refund, no questions asked. |
| PZStack suffered a material, documented service failure (prolonged outage, server cannot be provisioned, data loss caused by us) | Pro-rata refund or credit for the affected period on request. |
| You've been billed twice for the same month, or you were charged after cancelling | Full refund of the erroneous charge. |
| You forgot to cancel and got renewed into another month | Not refundable - you already cancelled, just cancel going forward. |
| Your account was suspended or terminated for breach of the Terms or AUP (cheating, illegal content, abuse, chargeback fraud, etc.) | Not refundable. |
| You're past the 14-day window and just don't want the Service any more | Not refundable; cancel and keep access until the end of the paid period. |
| You want a refund because you created servers on both builds | Not a billing event - builds are chosen per server, not per subscription. See §5. |
| You bought add-ons / extras / one-off items (none today, but reserved for future) | See the item's specific refund terms at checkout. |
Everything below is the long version.
2. 14-day first-time buyer guarantee
Because hosting a game server is something you usually want to try before you trust it to a community, we offer a 14-day no-questions-asked refund on the first purchase a given account makes.
- The 14 days run from the timestamp of your first successful payment.
- It applies to one purchase per account - it is a "try it out" guarantee, not a rolling monthly refund.
- It covers the full amount charged to you (including VAT/sales tax added - the Merchant of Record will refund the tax portion too).
This also satisfies the EU / EEA / UK consumer right of withdrawal for digital services: when you tick the "I agree to start immediately" box at checkout, you would normally waive that right, but we choose to honour a 14-day refund anyway as a goodwill policy.
When the guarantee does not apply
- You are not a first-time buyer on that account (you have paid us before, even if you had cancelled in between).
- You requested the refund more than 14 days after the first payment.
- You are requesting a refund on the renewal of an older subscription, not the initial purchase.
- Your account has been terminated for cause (see §5).
- You have already received a refund on the same account and are signing up again to repeat it. We reserve the right to treat this as abuse and decline.
3. Service-failure refund / credit
Separate from the 14-day guarantee, you can ask for a refund or a service credit for the period affected if:
- The Service suffered a sustained outage on our side that made your server unreachable for more than 24 consecutive hours, or more than 8 hours in a single calendar day, during a billing period; or
- We were unable to provision your server at all after a payment; or
- We lost data we were under an obligation to back up (within the retention limits of your plan) and that loss was caused by us, not by a mod, sandbox var, RCON command, or action by a player you authorised.
Outages caused by upstream providers (our payment processor / Merchant of Record, our hosting partner, Steam Workshop, Resend) are eligible only if they materially affected your server's availability or your access to the dashboard.
Outages caused by you, your players, or mods you installed - for example a mod that crash-loops the server, a sandbox setting that makes the server unstartable, or DDoS originating from within your community - are not eligible. We log RCON activity and may use those logs to determine cause.
4. Billing errors
If our payment processor charged you twice for the same month, charged you after you cancelled, or charged an amount that doesn't match the plan you subscribed to, contact us and we will fix it - usually within one business day.
5. Switching between Build 41 and Build 42
Project Zomboid is supported across both current builds. Build 42 is the official release; Build 41 is the legacy branch. Every PZStack plan runs both builds - the game version is chosen per server at creation time.
Because builds are a per-server choice rather than a subscription-level one, there is no "build switching" billing flow: to run the other build, simply create a new server on it from your dashboard (within your plan's server slots). Your existing subscription, invoices, and billing period are unaffected. Note that saves, mods, and maps do not migrate between builds - a server on one build cannot be converted into the other.
6. No refund for breach / abuse
If we suspend or terminate your account because you broke the Terms of Service or the Acceptable Use Policy - for example, running a cheating service, hosting child sexual abuse material, running a scam or phishing server, using PZStack to DDoS someone, running a cryptominer in a mod, or attempting to breach our infrastructure - there is no refund, including the 14-day guarantee. This is in line with EU/UK consumer-law carve-outs for users whose withdrawal request is made in bad faith.
7. Chargebacks
If you disagree with a charge, talk to us first. Filing a chargeback with your bank before contacting support is:
- Slower (it takes weeks to resolve through the bank vs. hours through us);
- More expensive - the payment provider is charged a non-refundable fee per dispute;
- Treated by us as a signal of potential fraud. Once a chargeback is filed, the account is automatically suspended pending review and we may refuse service to that account in future regardless of the chargeback's outcome.
If the chargeback is decided against you, we will reinstate the original debt plus the dispute fee before reactivating the account.
8. How to request a refund
Send an email from the address on your account to [email protected] with the subject line "Refund request – <your account email>" and include:
- Which charge you want refunded (approximate date and amount, or the order / invoice ID from your receipt email);
- Whether you're invoking the 14-day guarantee, a service-failure refund, or a billing error;
- For service-failure refunds: the time window affected and any symptoms you noticed (dashboard error message, disconnect time, etc.). Our logs will do the rest.
We normally reply within 3 business days and, if the refund is granted, issue it to your original payment method via our Merchant of Record within a further 5–10 business days (bank posting times vary).
9. How the refund reaches you
Because our Merchant of Record handles payment processing for your purchase, the actual refund is issued by the Merchant of Record back to the original payment method. We initiate it; the Merchant of Record settles it. We cannot refund by any other means (no bank transfer, no crypto, no gift card, no account credit unless specifically agreed).
If the original payment method is closed by the time you request the refund, contact our support team directly with your order / transaction ID and we will coordinate with the payment processor to assist.
10. Changes to this policy
We may update this Refund Policy. Material changes will be emailed to registered users and shown in the dashboard at least 14 days before taking effect. Changes do not retroactively reduce refund rights that already accrued to you.
Questions? Email [email protected].