Billing, Cancellation & Refunds

This page covers plans that Primal Hosted LLC sells and bills, game-server hosting, and the add-ons and websites sold alongside it, ordered at panel.primalhosted.com. It also covers Primal Skins, the skins we sell to players on community websites (section 8). It is part of our Terms of Service.

It does not cover anything else you buy from a community’s own in-game or website store. Those are that community’s sales, made under their policy, we only process the payment. A Primal Skin is the one exception: you buy it from us, even though you buy it on a community’s site.

1. The billing term

• Hosting is a monthly subscription in US dollars. The price shown at checkout is the price per month.
• Your first payment is taken when you order, and the server provisions from it. There is no setup fee and no minimum term.
• It then renews automatically on the same day each month, at the same price, until it is cancelled.
• Payments are processed by Stripe. We never see or store your card number.
• Invoices, receipts and your card details live in the client panel, under Billing → Manage billing.

2. Add-ons and changes to your plan

• An add-on you buy is enabled immediately and not charged that day. Your next invoice covers the remainder of the current month at the new rate, and every invoice after that is the new monthly total.
• To remove an add-on, resize a server, or change plan, contact us, those are not self-serve, so that we can move your data rather than let a change take your server down.
• If we ever raise the price of a plan you are already on, we will tell you by email at least 30 days before it takes effect, and you can cancel before then.

3. Cancelling

• Cancel yourself in the client panel: Billing → Manage billing → Cancel plan. Or email us and we will do it for you.
• Cancellation takes effect at the end of the billing period you have already paid for. Your server keeps running until then. You are not cut off the moment you click.
• There is no cancellation fee and no notice period, and nothing further is charged.
• Because you keep the rest of the month you paid for, cancelling does not produce a partial refund for the unused days.

4. Refunds

• New servers: 72 hours, no questions asked. If you tell us within 72 hours of the first payment on a new hosting subscription that you want to undo it, we refund that payment in full and close the server. One per customer.
• If it is on us, we refund it. If we cannot deliver what you paid for (a server we cannot get running, a plan we discontinue, or an account we close for a reason that is not your conduct), we refund the unused part of the month, and more if the circumstances warrant it.
• What is not refundable: renewal payments and anything after the first 72 hours; the unused part of a month you chose to cancel; time already served; and domain registrations, renewals and transfers, which we pay a registrar for and cannot recover.
• Refunds go back to the card that paid, through Stripe, and normally appear within 5–10 business days depending on your bank.
• A refund ends the service it paid for. The server is suspended and then deleted on the same timetable as a cancellation, see section 6.
• Nothing here limits any refund right you have under the law where you live.

5. Failed payments

• If a renewal payment fails, your card issuer is retried automatically over the following days, and you can fix the card yourself at any time in Billing → Manage billing.
• If it is still unpaid 3 days after the failure, we suspend the server. Suspension stops the server; it does not delete anything.
• Pay the outstanding invoice and the server comes back automatically. You do not need to ask us.
• If the subscription is never paid it ends, and section 6 applies from that point.

6. What happens to your server and its data

• When a subscription ends (cancelled, refunded, or never paid), the server is first suspended: switched off, but intact.
• 7 days later the server is deleted, and its files, world saves and backups go with it. That deletion is permanent and we cannot undo it.
• Ask us before those 7 days are up and we will get you a copy of your server files. Email support@primalhosted.com, do not leave it until after, because by then there is nothing to send.
• Records kept outside the server (your account, and the community data on our platform such as player records, points and moderation history) are handled under the Privacy Policy, not this page.

7. Card disputes and chargebacks

Please talk to us first. Almost everything people dispute with their bank is something we would simply have fixed or refunded, and we would rather do that. Email support@primalhosted.com.

Opening a dispute on a hosting payment reverses the payment for the service, so the service it paid for is suspended while the dispute is open. If a charge on your statement is one you do not recognise, tell us. We will help you identify it rather than argue about it.

8. Primal Skins

Primal Skins are skins that Primal Hosted LLC sells to players on community websites. When you buy one, you buy it from us, not from the community whose site you are on, so it is our job to put right, not theirs.

• A Primal Skin is a one-time payment in US dollars, taken by Stripe. It is not a subscription, and nothing renews.
• It is a digital item, delivered as soon as your payment clears. It is added to your Purchased Skins on the community site where you bought it, for the Steam account you were signed in with. That normally takes a few seconds.
• If you paid and the skin did not arrive, contact us with the reference from your Stripe receipt. We will deliver it or refund the payment in full.
• If we charged you in error, we refund that payment in full.
• Because the skin is delivered the moment you pay, a skin you have received is not refunded because you changed your mind.
• A refund takes the skin back. When we refund a Primal Skin purchase in full, the skin is removed from your Purchased Skins.
• Refunds go back to the card that paid, through Stripe, and normally appear within 5–10 business days depending on your bank.
• Nothing here limits any refund right you have under the law where you live.

9. Reaching a person

Email support@primalhosted.com, or open a ticket in our support Discord. Billing questions, refund requests, cancellations, copies of your server files and Primal Skin problems all go to the same place.

Primal Hosted LLC
1209 Mountain Road Pl NE, Ste N
Albuquerque, NM 87110, United States

10. Changes to this policy

We may update this page; material changes will be posted here with a new “last updated” date. The version in force when a payment was taken is the one that governs that payment.