Refund Policy

This chapter sets out in full the refunds that DediMoa offers. The refunds set out here apply in addition to your statutory rights and Paddle's own refund rules; how they fit together is explained in the next paragraph. Refund information on other pages of the site is a shortened summary for easy reading, and where it differs from this chapter, this chapter governs.

Your statutory rights and Paddle's rules apply first. Depending on the country where you live, the law may guarantee you the right to cancel a purchase and get your money back within a certain period: for example, 14 days for consumers in the European Economic Area (EEA), the United Kingdom and Switzerland, and 7 days for consumers in the Republic of Korea. Paddle, as the seller, applies these rights and its own refund rules to your transaction. Nothing in this chapter reduces them. Where a statutory right or Paddle's rules are more favorable to you than what DediMoa promises below, the more favorable one applies, and you do not need DediMoa's agreement to exercise that right.

Because the server starts as soon as you pay, you are treated as having asked DediMoa to begin performance immediately. If you then exercise a statutory right of withdrawal, DediMoa may, where the law allows, deduct an amount in proportion to the period already provided, and the rest is refunded.

In addition to those rights, DediMoa offers a no-questions-asked refund. Within 24 hours of your server starting to run (when the order status becomes “Active”), you can ask for a full refund without giving a reason. The 24 hours are counted from the time the server starts running, not from the time you paid.

A no-questions-asked refund is available once per account per month. A month here means the calendar month in which you submit the request (from the 1st to the last day of that month), not the 30 days counting back from the request. A second or later request submitted in the same month does not qualify.

Once the 24 hours have passed or you have used that month's refund, the Service is in principle non-refundable. Even then, the statutory rights and Paddle's rules described above always continue to apply. If you have good reason, for example because a problem on DediMoa's side kept you from using the Service for a long time, explain the situation through “Support” in the Console. We will consider refunding the remaining value after deducting the period already used.

The no-questions-asked refund does not apply to:

• orders whose service was suspended or terminated for breach of these Terms
• problems confirmed through support to have been caused by your own actions, such as deleting a save or misconfiguring the server
• orders obtained through a limited-time discount, a free giveaway or a bundle sale (unless the campaign states otherwise)
• a second refund request for an order that has already been refunded

Refunds for failed setup are not subject to the 24-hour limit or the once-a-month limit. They are not counted as use of the no-questions-asked refund either.

When an order paid for with a coupon is refunded, the refund is calculated on what you actually paid, that is, the amount after the discount, and the coupon used is not returned. If the refund is due to something on DediMoa's side, let us know through “Support”, and we may reissue the coupon.

Refunds are paid by Paddle, which received the payment. A refund always goes back to the payment method you used and, where the law allows, may be the amount net of fees charged on that transaction. DediMoa normally submits a refund within 1–3 business days; how long it then takes to actually arrive depends on Paddle and your card issuer or bank.

Once a refund is completed, the instance is stopped and reclaimed, and the game saves and backups on it are deleted. If you want to keep your save, ask for a copy of it through “Support” or by email before requesting the refund.

How to request: open a ticket under “Support” in the Console, or send an email to support@dedimoa.com. Either way, include your order number and a description of the problem. You can also ask Paddle directly through the link on your receipt, and that is the right route when you are exercising a statutory right of withdrawal.