Refunds and cancellation

Summary

Want to withdraw now? Use Withdraw from your contract here.

Nothing on this page limits the rights you have under the consumer law that applies to you. If that law gives you more rights, those rights apply.

The 24 hour free trial

• When you pay by card, you can start a new server with a 24 hour free trial. The trial starts when we create your server, usually a few minutes after you order. Some games take longer to install, and that time is part of the trial.
• When you order, your payment card is saved to your account. We do not charge it at that point.
• When the trial ends, we charge the full price of the billing period you chose: monthly, quarterly or annual. The charge can happen up to a few minutes after the 24 hours are up.
• Cancel before the 24 hours are up and you pay nothing.
• Orders paid straight away, by card or with Bitcoin, have no free trial: you pay before we set up your server. See Paying now by card and Paying with Bitcoin.

You see the price of each billing period before you order. All charges are in euro (EUR). ClanNode is not registered for VAT, so no VAT is added to our prices. See prices and the trial in our terms.

How to cancel during the trial

You can cancel in the client area, by email or with a support ticket. Cancelling your service explains how.

If you cancel during the trial, your service ends no later than the end of the trial. If your cancellation reaches us before the trial ends and we still charge you, we refund that charge in full.

Repeated trials

The trial is there so you can try a server before you pay. If trials are abused, for example by ordering and cancelling servers again and again to use the service without paying, we may refuse further trials.

To keep servers available for everyone, you can have one free server at a time and start at most one every 48 hours per customer account and per internet connection, and you need to confirm your email address first. While your account owes money or has an order waiting for payment, you cannot order a new server until you pay. See the trial in our terms.

Your right of withdrawal (consumers)

If you are a consumer, you can withdraw from your contract within 14 days without giving any reason. You are a consumer if you are a natural person ordering for purposes that are wholly or mainly outside your trade, business, craft or profession (see consumers and business customers).

How long you have

The contract is concluded when we confirm your order by email. The 14 days start on the next day. For example, if we confirm your order on 1 April, you can withdraw until the end of 15 April. If the last day falls on a Saturday, Sunday or public holiday, you have until the end of the next working day. Your withdrawal is on time if you send it before the 14 days end.

How to withdraw

To withdraw, send us a clear statement that you withdraw. The easiest way is under Withdraw from your contract here. You can also use the model withdrawal form, but you do not have to.

What you pay if you withdraw

• The free trial costs nothing. If you withdraw during the trial, you pay nothing. If we charge you anyway, we refund the charge in full.
• If you asked us to start your service immediately (you do this at checkout) and you withdraw after the trial, you pay only for the paid service we provided until you told us you withdraw. We refund the rest.
• In some cases you pay nothing at all. This applies if you did not ask us to start immediately, or if we did not tell you before you ordered about your right of withdrawal or that you pay for the service used when you withdraw. We then refund everything you paid.

We work out what you pay like this: the price you paid for the billing period, divided by the number of days in that period, multiplied by the days of paid service until you told us you withdraw. Part of a day counts in proportion. The free trial is never counted as paid service. If you paid straight away, by card or with Bitcoin, there is no free trial, so paid service starts when we set up your server.

Worked example: a monthly plan

In this example the monthly plan costs €10.00 and the billing month has 30 days. The prices and dates are only examples.

In this example you could withdraw until the end of 15 April. For quarterly and annual plans we calculate the same way, using the price you paid for that period (including its discount) and the number of days in it.

What happens to your server

When we process your withdrawal, your service ends and your server files are then deleted. Download anything you want to keep through the game panel before you withdraw.

If you want us to send you a copy of your server files instead, say so in your withdrawal. We send it to you free of charge, within a reasonable time and in a commonly used, machine-readable format, before we delete the files.

The right of withdrawal is a consumer right. It does not apply to business customers (see business customers). See also withdrawal in our terms.

Withdraw from your contract here

You can withdraw now by email or with a support ticket. You do not need to sign in to withdraw by email.

1. Write an email to support@clannode.com with the subject "Withdrawal", or open a support ticket.
2. Include your name, the email address we should send our confirmation to and your order or service number. You find these numbers in your order confirmation email and in the client area.
3. Add a clear statement that you withdraw, for example: "I withdraw from my contract for the following service:" followed by the order or service number.
4. If you want to withdraw from more than one service, list each order or service number.
5. Send it before the 14 days end. Sending it in time is enough.

If you cannot find your order or service number, send your withdrawal anyway and tell us anything that helps us find your order, such as the date you ordered or the email address of your ClanNode account.

We confirm receipt by email without undue delay. Our confirmation shows the content of your withdrawal and the date and time we received it. If you do not receive it, check your spam folder and contact us. Your withdrawal is on time if you sent it before the 14 days end, even if our confirmation reaches you later.

Seller

MUREA VLAD-GEORGE PERSOANĂ FIZICĂ AUTORIZATĂ, trading as ClanNode

Address

B-dul Bucureștii Noi 136, et. Parter, ap. 5, Sector 1, București, Romania

Email

support@clannode.com

Support ticket

shop.clannode.com/submitticket.php

Phone

+40 750 465 700

You can also withdraw by post to our address or by telling us by phone. A withdrawal by email or support ticket gives you a written record.

Cancelling a service in the client area stops it from renewing. If you are a consumer and you choose immediate cancellation within the 14 day withdrawal period, we treat it as a withdrawal and refund you as described under your right of withdrawal.

Model withdrawal form

Using this form is optional. You can copy it into an email to support@clannode.com, attach it to a support ticket, or send it by post to our address. Only fill it in if you want to withdraw from the contract.

Cancelling your service

You can cancel at any time so your service does not renew. Cancelling is not the same as withdrawing. If you are a consumer and want a refund within the first 14 days, withdraw from your contract instead. If you choose immediate cancellation within those 14 days, we treat it as a withdrawal.

• Cancel in the client area (open your service and choose Request Cancellation), by email to support@clannode.com or with a support ticket. You do not need to sign in to cancel by email.
• If you cancel by email or ticket, tell us which service you want to cancel and whether it should end immediately or at the end of the billing period you paid for.
• By default your service keeps running until the end of the billing period you paid for, and then it does not renew. If you cancel during the free trial, your service ends no later than the end of the trial.
• You can instead choose immediate cancellation. Your service then ends as soon as we process your request, and your server files are deleted, so download anything you want to keep before you cancel.

We do not refund the unused part of a billing period when you cancel. The exceptions are withdrawal within the first 14 days, problems on our side, consumer renewal protection, charges made in error, ending a service after you object to a new sub-processor, some cases where we end your service (see below) and any other case where the law gives you a refund.

For example, if you are a consumer and we change the service in a way that negatively affects you, you can end the contract within 30 days of our notice or of the change, whichever is later. We then refund the prepaid time after the end date. See changes to the service and cancellation in our terms.

If we end your service

If you are a consumer and we end your service because you broke our terms, we refund the prepaid time after the end date, minus the documented costs your breach actually caused us, such as the time we spent dealing with the breach and charges we have paid to third parties because of it. We send you a list of these costs with the evidence, and they can reduce the refund to nothing. Business customers get no refund of the prepaid time for a service we end because of one of the serious breaches listed in our terms. If we end your service for a reason that is not your fault, or with notice because of a continuing fair use problem, we refund the prepaid time after the end date, with no deduction. We pay any refund within 14 days of the end date. See suspension and termination.

Automatic renewal

Your plan renews automatically at the end of each billing period for the same period (monthly, quarterly or annual). If you pay by card, we charge your saved card at each renewal until you cancel. If you pay with Bitcoin, we send you an invoice before each renewal, which you pay from the invoice page. If you cancel before your renewal date, your plan does not renew and we do not charge you for the next period. You can see your next renewal date in the client area. See renewal in our terms.

Reminders

For quarterly and annual plans, we send you a reminder by email before the plan renews. It states the renewal date and how to cancel. Email delivery is not guaranteed, so please also check your services and invoices in the client area.

Renewal protection for consumers

If you are a consumer and your quarterly or annual plan has renewed automatically, you can end it at any time with one month's notice. We refund the prepaid time after the end date, calculated by the day from the price you paid for the renewed period.

For example, if your annual plan renewed on 1 January and you give notice on 10 March, your plan ends on 10 April. We refund the prepaid time from 10 April to 31 December.

To use this, email support@clannode.com or open a support ticket and tell us that you want to end your renewed plan with one month's notice. Include your service number.

Price changes

If we change the price of your existing service, we tell you at least 30 days in advance by email and in the client area. You can cancel before the new price takes effect. See price changes in our terms.

When something goes wrong on our side

Your server never sets up or never runs

If your server is never set up, or it is set up but has never been able to run because of a fault on our side, you can choose a full refund of what you paid for that service. We then cancel the service. If you prefer, we fix the problem instead. If you want a copy of your server files, tell us and we send it to you free of charge before we delete them.

If a server that was running later becomes unavailable because of a fault on our side, the downtime rules below apply.

Downtime caused by us

If your server is unavailable because of a fault on our side, you can ask for a price reduction in proportion to the time it was unavailable. For example, if your monthly plan costs €10.00 for a 30 day month and your server could not run for 3 days because of our fault, you can ask for €1.00 back.

Problems caused by mods, plugins, files or settings you added are not a fault on our side, but we will still help where we can.

How to ask

1. Email support@clannode.com or open a support ticket.
2. Tell us your service number, what went wrong, and when it started and ended (as closely as you can).
3. We check our records and tell you our decision. We aim to reply within two working days. If your request is justified, we refund you without undue delay and at the latest within 14 days of receiving your request.

These refunds do not replace your legal rights if our service is not as agreed, such as having it fixed or ending the contract. See conformity in our terms. If you are not happy with our answer, see complaints.

How we pay refunds

• Where: to the payment method you used. For a card payment, that is the same card. For a Bitcoin payment, we pay in euros by bank transfer to an account you name, as you agreed at checkout. Give us the account holder's name and IBAN, in your request or when we ask. We pay the transfer fees, except for an overpayment, a payment sent by mistake or a refund to a business customer, where they are deducted from the refund.
• When: without undue delay and at the latest within 14 days of receiving your withdrawal or your refund request. For renewal protection, at the latest within 14 days of the date your plan ends.
• Cost: refunds are free. We do not charge any fee. The only exception is the bank transfer fee when we return a Bitcoin overpayment or a Bitcoin payment sent by mistake, or refund a Bitcoin payment to a business customer (see Paying with Bitcoin).
• Currency: we refund in euro (EUR), the currency we charged. Any other currency shown on our website is an estimate for information only, and your bank's conversion applies.
• Timing on your statement: how long a refund takes to appear depends on your bank or card issuer.

If a refund to your original payment method is not possible, we will agree another way with you, at no cost to you.

Charged in error

If we charged you in error, for example twice for the same period or after you cancelled during the trial, tell us and we refund the charge in full. See also payment in our terms.

Business customers

You are a business customer if you order for your trade, business, craft or profession, including when you order for a company or another organisation (see consumers and business customers). For business customers:

• The free trial and the cancellation rules on this page apply in the same way.
• Refunds for problems on our side and for charges made in error apply in the same way.
• The 14 day right of withdrawal and the consumer renewal protection do not apply, because they are consumer rights.
• If we end a service because of one of the serious breaches listed in suspension and termination, you do not get a refund for the rest of the paid period of that service. You accept this rule separately at checkout. For any other service we end because of the same breach, and for other breaches, we refund the prepaid time after the end date, minus the documented costs your breach actually caused us. If we end a service for a reason that is not your fault, or with notice because of a continuing fair use problem, we refund the prepaid time after the end date.
• Our liability to business customers is limited as set out in liability in our terms.