1. Purpose
This policy outlines the billing procedures and payment terms for all services provided by Glitch Servers. It is intended to ensure clarity, consistency, and fairness in how we manage customer invoicing and financial obligations.
2. Scope
Applies to all customers of Glitch Servers with active services, including VPS hosting, game servers, and add-on products.
3. Definitions
- Invoice: A formal request for payment, issued by Glitch Servers.
- Due Date: The date by which an invoice must be paid to avoid suspension.
- Suspension: Temporary disabling of a service due to non-payment.
- Termination: Permanent deletion of a service and its associated data.
4. Billing Cycle
- Services are billed monthly, unless otherwise agreed in writing.
- Invoices are generated 7 days before the service renewal date.
- Recurring payments may be processed automatically via selected payment methods (e.g. card payments powered by Stripe).
5. Payment Terms
- All invoices are due on or before the stated due date.
- A 5% late fee may be applied to overdue invoices after 24 hours of the due date.
- If an invoice remains unpaid for more than 72 hours after the due date, services may be suspended.
- If an invoice remains unpaid beyond 7 days, the service will be terminated. Customer data will be retained for up to 12 months in accordance with our Data Security Policy, after which it is permanently deleted.
6. Refunds
Refunds are handled in accordance with our Refund Policy. In summary:
- Services are provisioned immediately upon payment; the 14-day cooling-off period is waived under the Consumer Contracts Regulations 2013.
- Refunds are not issued for unused time on active services.
- Refunds are only issued where a service is completely unavailable, proportional to the period of downtime.
- Setup fees and one-time charges are non-refundable unless otherwise stated.
7. Service Changes
- Customers may upgrade services via the control panel.
- Any billing adjustments for upgrades must be settled at the time of the upgrade.
- Downgrades must be carried out manually, storage cannot be downgraded so prices on downgraded packages may differ to the default pricing structure.
8. Disputed Charges
- Customers must raise any billing disputes within 7 days of invoice issuance.
- Disputes must be submitted via the support ticket system with full details.
- Glitch Servers will review and respond within 3 business days.
9. Chargebacks
- Initiating a chargeback without first contacting Glitch Servers to resolve a billing issue will result in immediate suspension and possible termination of all associated services.
- All chargebacks are treated as fraudulent unless resolved by mutual agreement.