Refunds & Cancellation

This policy applies to Minecraft hosting purchased from AVIARY TECHNOLOGIES LTD, company number 17277024. It gives you Aviary’s cancellation and refund promises in addition to any rights you have under law. A more favourable mandatory legal right always takes priority.

1. How to cancel

Open a Billing ticket, email privacy@aviarytechnologies.co.uk, or write to AVIARY TECHNOLOGIES LTD, 124 City Road, London, EC1V 2NX, United Kingdom. Send a clear statement that you wish to cancel and identify your account and service. A particular form or wording is not compulsory. You do not have to give a reason to use a statutory cooling-off right or our first-payment guarantee.

Tell us if you want cancellation now or at the end of your paid period. For immediate cancellation, the unused-time calculation starts when we receive your request, not when a staff member later processes it. If you specify a later date, it starts on that date. A statutory cancellation notice is timely if you send it before the applicable deadline; our processing delay cannot take away that right.

We will confirm cancellation and any refund. Stopping your server in the panel does not cancel the subscription. If you cannot access Billing, use email or post. Download files you wish to keep before the service ends and contact us if you need export assistance.

2. The free beta month

The advertised beta offer gives one free month, with a card required and monthly charges beginning afterwards if the service continues. Checkout must show the free-period end, first charge date and recurring price. We will notify you before the first paid renewal. Cancel before that charge to avoid paying for month two.

There is no money to refund for a period supplied free. A mistaken or unauthorised charge is not made valid by the beta offer or by the fact that you supplied a card.

3. Aviary first payment guarantee

You may cancel and claim a 100% refund of your first hosting payment within 14 days after that payment. This guarantee is available once per customer. It begins with your first payment, not your signup date, so it remains available after the free beta month.

We do not deduct a charge for time used from that first payment when this guarantee applies. The once-per-customer restriction applies only to this additional guarantee. It does not restrict statutory cancellation, remedies for faulty services, ordinary unused-time refunds or the separate latency promise below.

4. Refunds for unused paid time

After the first-payment guarantee period, you can cancel and receive a refund for the unused part of the current paid billing period. This promise is available to consumers and business customers.

We use the amount actually paid for the affected hosting period, including any applicable VAT and after discounts. The daily rate is that amount divided by the actual number of days in that billing period. We do not assume every month has 30 days.

We calculate the remaining time from the cancellation effective time to the paid period’s end. We count any partial remaining day as a whole refunded day, then multiply by the daily rate and round the monetary result up to the nearest penny. The refund cannot exceed the amount paid for that affected period which has not already been refunded. No time after the paid period is included.

For example, you paid £30 for a 30-day period and cancel with 19 days and 18 hours left. We refund 20 days at £1 per day: £20. If the calculation produces £6.451, we round it up to £6.46.

If you voluntarily stop and later restart your server during an ongoing subscription, the intervening stopped days are still charged because your resources remain reserved. This does not turn an outage, suspension caused by our error or a failure to supply the promised service into a chargeable voluntary pause. Your remedies for those problems remain available.

5. Downgrades and upgrades

For an agreed downgrade during a paid period, we refund the difference between the old and new prices for the remaining days, using the same customer-favourable day and money rounding as section 4. The effective date and the new plan must be agreed before we apply the change.

For example, changing from £10 to £8 halfway through a 30-day period leaves 15 days: the old plan’s unused value is £5 and the new plan’s value is £4, giving a £1 refund. Actual calculations use the prices and applicable tax for your order. We will explain adjustments if the plans use different billing periods.

An upgrade requires a separate clear agreement about its effective date and additional charge before it happens. We will not infer your agreement to an undisclosed mid-cycle charge.

6. Latency estimate promise

If we show a measured pre-purchase latency estimate for your connection and your actual latency is significantly worse, contact us within 14 days of the affected service starting. If it starts with the free beta month, you may instead claim within 14 days after its first payment. We will investigate with you and refund the affected hosting payment in full when the promise applies.

We may ask for reasonable connection details or measurements to understand the difference. You do not have to accept account credit instead of the promised refund. This promise is additional to section 3 and to remedies for misleading information or a service that does not meet the contract.

7. Statutory consumer cancellation rights

If you are a consumer buying hosting at a distance, you generally have a legal right to withdraw without giving a reason for 14 days, counted from the day after the contract is made. This statutory clock is separate from Aviary’s guarantee starting at first payment. A free introductory period does not by itself postpone the date on which the original contract was made. Any additional withdrawal right required by your country’s law also applies.

If you want hosting to start during that statutory period, we must obtain your express request and give the required cancellation information. On statutory cancellation after an authorised early start, the law may allow a proportionate payment for services actually supplied up to cancellation. That is not a fee for the remainder of the subscription, and no charge is due for time agreed to be free. Aviary’s more favourable guarantee still applies where you qualify for it.

If we did not obtain a necessary early-start request or provide required information, you will not pay for early supply where the law says no payment is due. Missing cancellation information can extend the withdrawal period. Activating a server or starting a monthly subscription does not, by itself, make you lose your cancellation right. For a service, loss of that right through full performance requires the legal conditions, including the necessary express consent and acknowledgement, to have been met.

You may use this optional notice: “I give notice that I cancel my contract for [service], ordered on [date], under account [email or reference]. My name and address are [details]. Date: [date].” Add a signature only if sending it on paper. Send it to the email or postal address in section 1.

8. Problems with the service and refunds from us

If hosting is not supplied as described or with reasonable care and skill, tell us. Depending on the circumstances and applicable law, you may be entitled to a remedy such as repeat performance, a price reduction, cancellation, a refund or compensation. An unused-time calculation does not limit redress for a period during which we failed to provide what you bought.

If we end a service or cannot supply it, we refund the unused prepaid portion and any further amount required by law. Suspension or termination for an alleged breach does not automatically forfeit your whole payment. We will explain any separately asserted lawful claim.

We issue refunds without undue delay and, under this policy, no later than 14 days after receiving a clear cancellation request qualifying for a refund, or after agreeing another refund entitlement. A statutory deadline applies wherever it is earlier or otherwise more protective. We use the original payment method unless you expressly agree otherwise, and charge no refund fee. Your payment provider may take additional time to display the credit.

There is no requirement to accept credit, a voucher or a replacement subscription instead of a cash refund due under this policy. Contact us if a refund has not appeared and we will provide its payment reference where available. This policy does not prevent you from pursuing any lawful payment dispute.

9. Rights in your home country

The consumer rights described here are a minimum explanation, not an exhaustive statement of the law. Nothing reduces mandatory protections available where you normally live. In particular, EU consumers retain applicable protections under their own national law. Business customers receive Aviary’s express promises but do not acquire consumer-only statutory rights merely because those rights are explained here.