Terms & Conditions
Privacy Policy
Refund & Credit Policy
Last updated: August 5, 2025
This Refund & Credit Policy covers all hosting and game server services provided by Scooperdive LTD (“we,” “our,” or “us”). By placing an order, you agree to the version of this policy that is in effect at the time of your order. If we update the policy later, those changes apply only to new orders placed after the update — your existing order remains covered by the earlier version.
1. 30-Day Money-Back Guarantee (End-of-Day Cutoff)
All new hosting and game server purchases include a one-time 30-day money-back guarantee, starting on the date your service is first activated. The refund window closes at the end of the 30th calendar day (11:59 PM local time), not to the minute.
- Example: Activated on August 1 at 3:00 PM → eligible for a refund until 11:59 PM on August 31.
- Upgrades, renewals, or plan changes do not reset the 30-day refund window.
- Refunds must be requested via our support system — they are not automatic.
Refunds are issued to the original payment method and typically process within 7–10 business days after approval.
2. 60-Day Store Credit Policy
If you request after the 30-day refund period but within 60 days of activation, you may receive store credit for the unused portion of your service. Store credit:
- Is non-refundable and non-transferable.
- Can only be used for future services with Scooperdive LTD.
- Expires 12 months from the date of issue.
3. Non-Refundable Charges
The following are not eligible for refunds or credits:
- Dedicated IP addresses
- Setup or provisioning fees
- Server management, configuration, or customization fees
- Third-party licensing costs
- Domain name registrations or transfers
4. Exceptions & Fairness
We understand life happens. If your situation falls outside these rules but there’s a good reason, please reach out. We review context and often make exceptions when it’s the fair thing to do.
5. Grounds for Refusal
We may deny a refund or credit if:
- The service was used in violation of our Terms of Service.
- There’s evidence of abuse, malicious activity (e.g., spam, DDoS), or illegal content hosting.
- The account is suspended or terminated for non-payment or breach of contract.
6. Policy Updates
We may update this policy over time. Updates apply to future orders only. Orders placed before an update remain bound by the policy in force at the time of purchase.
7. Contact
For refund or credit requests, please open a ticket via our Support Center or contact us through our official Discord channel.
Service Level Agreement (SLA)
Last updated: August 5, 2025
This Service Level Agreement (“SLA”) applies to all hosting and game server services provided by Scooperdive LTD (“we,” “our,” or “us”) and forms part of our Terms of Service. We take uptime seriously, and we also understand real-life situations — we listen to context and aim for outcomes that are fair, often erring on the customer’s side.
1. Service Commitment
Our goal is to keep services available at least 99.9% of the time each calendar month, excluding scheduled maintenance and circumstances beyond our reasonable control. If we fall short, we’ll make it right — and we may go beyond what this SLA requires when it’s the fair thing to do.
2. Uptime Calculation
Monthly Uptime Percentage is calculated as:
Uptime % = (Total Minutes in Month - Downtime Minutes) ÷ Total Minutes in Month × 100
- Downtime means any period when your service is completely unavailable due to our network or infrastructure issues.
- Partial outages, degraded performance, or downtime caused by your own actions, third-party providers, or upstream carriers are not counted as downtime for SLA purposes — but we’ll still try to help in good faith.
3. Scheduled Maintenance
We perform maintenance to keep services secure and reliable. We aim to provide at least 24 hours’ notice via our status page or Discord whenever possible. Scheduled maintenance windows do not count toward downtime.
4. SLA Credits
If uptime in a given month is below 99.9%, you may be eligible for service credits:
- 99.0% – 99.89% uptime → 10% credit of monthly service fee
- 95.0% – 98.99% uptime → 25% credit of monthly service fee
- Below 95.0% uptime → 50% credit of monthly service fee
We may issue larger credits or alternative compensation if the circumstances justify it.
Credit Terms:
- Credits are applied to your next invoice and are non-refundable.
- Credits generally cannot exceed what you paid for the affected month — unless we choose to make an exception.
- Please request credits within 10 days after the month ends. If something prevented you from doing so, tell us — we’ll listen.
5. Exclusions
We can’t count the following toward downtime in the SLA:
- Planned maintenance (scheduled or emergency).
- Issues caused by your configurations, resource usage, or security posture.
- DDoS attacks or malicious activity targeting your service.
- Third-party software/services outside our control.
- Force majeure events (e.g., natural disasters, war, large-scale internet outages).
6. Claim Process
To request a credit, open a ticket in our Support Center with:
- Your account details
- Dates/times of the incident(s)
- Any logs or screenshots that help us confirm the issue
We aim to respond within 10 business days (often sooner). Even if something falls outside the strict terms above, we may still offer goodwill compensation where appropriate.
7. Policy Updates
We may update this SLA over time. Changes apply to services ordered after the update unless we explicitly agree otherwise for existing services.