Refund & Credit Policy

Section 01

Scope, Application & Grandfathering

This Refund & Credit Policy (“Policy”) applies to all game server instances, compute containers, virtual environments, and related hosting services provided by Scooperdive Ltd (incorporated in England and Wales, UK Company Registration No. 14606666).

By placing an order, completing payment, or initiating service activation with Scooperdive Ltd, you agree to the version of this policy that is in effect at the exact time of your order. If we update this policy at a later date, those modifications apply strictly to new orders placed after the date of publication — your existing order remains fully covered and grandfathered under the earlier version.

Section 02

30-Day Money-Back Guarantee (End-of-Day Cutoff)

All new hosting and game server purchases include a generous one-time 30-day money-back guarantee, commencing on the calendar date your service instance is first activated.

🗓️ End-of-Day Cutoff Calculation

The refund window closes at the conclusion of the 30th calendar day at 11:59 PM local time (based on the primary timezone of your billing address), not to the exact minute of purchase.

Practical Example: If your server is activated on August 1 at 3:00 PM, you remain eligible to request a 100% full refund until 11:59 PM on August 31.

Terms & Operational Conditions:

One-Time Benefit per Customer: The 30-day guarantee is designed to give new customers risk-free evaluation of our hardware, network routing, and management panel. Subsequent purchases of the same service type do not receive an additional 30-day trial.
No Window Reset on Modifications: Upgrades, downgrades, resource slider adjustments (adding RAM or storage), plan switches, or recurring renewal invoices do not reset or extend the original 30-day refund window.
Manual Request Required: Refunds are not automated upon cancellation. You must submit a formal request via our client ticket desk at store.scooperdive.com or via our verified Discord support before the 11:59 PM deadline.
Processing Timelines: Approved refunds are credited directly back to the original payment method (Stripe card or PayPal account). Banking settlement typically takes between 7 to 10 business days after approval.

⚠️ MANDATORY: Do NOT Use "Immediate Cancellation" to Request a Refund

Selecting “Immediate Cancellation” within your client portal (store.scooperdive.com) merely de-provisions your container and wipes your server to prevent future renewal invoices — it does NOT issue an automatic refund through Stripe or PayPal.

If you are seeking a refund, you must contact our support team PRIOR to cancelling. Once our billing team acknowledges and approves that your order meets the eligibility criteria, the refund is executed immediately on our end. We will then cancel and decommission the server on your behalf. If you cancel the server yourself prior to contacting us, your data is erased without triggering a refund transaction, and you will still need to open a support ticket for manual review.

Section 03

60-Day Store Credit Policy & Anti-Abuse Guardrails

We understand that gaming communities evolve, clan schedules change, or projects may pause. If you submit a cancellation request after the 30-day money-back guarantee has expired, but within sixty (60) calendar days of initial service activation, you may be eligible to receive Scooperdive Store Credit for the pro-rata unused portion of your active billing cycle.

To ensure this accommodation remains fair and sustainable for all players — and to prevent serial exploitation, service churning, and “server hopping” — the 60-day store credit policy is strictly governed by the following anti-abuse rules:

🛡️ Anti-Abuse Restrictions on Store Credit

One-Time Courtesy Benefit per Customer: The 60-day store credit option is strictly limited to one (1) single instance per Customer, household, IP range, and payment entity across your entire account lifetime. It cannot be used repeatedly across multiple orders.
Anti-Hop / No Credit Churning: Services purchased, upgraded, or renewed using existing store credit (in whole or in part) are strictly ineligible for further store credit or refunds. You cannot use store credit to cycle perpetually between different game servers (e.g. buying Minecraft, crediting for Palworld, crediting for FiveM).
Pro-Rata Calculation & Past Months Exclusion: For monthly billing cycles, Month 1 (Days 1–30) is deemed 100% consumed upon the arrival of Day 31 and is non-creditable. Credit requested between Days 31 and 60 applies strictly to the remaining unserved calendar days of Month 2, measured from the exact timestamp your support ticket is verified.
Promotional & Term Discount Reversal: If you purchased a service under a promotion (e.g. promotional switch-and-save coupons, first-month discounts, or quarterly/annual term commitments), the consumed period is recalculated at our standard, non-discounted monthly rack rate. Only the net difference remaining (if any) will be issued as store credit.
Fair Play & Resource Consumption Threshold: Store credit is an accommodation for servers that were abandoned or could not be utilized. It is not a retrospective rebate for completed gaming tournaments, temporary streamer events, or community events. If telemetry indicates heavy sustained bandwidth or computational utilization during Month 2, Scooperdive reserves the right to deny or prorate the credit.
Immediate Container Teardown: Upon issuance of store credit, the server container is stopped immediately and its storage volumes are wiped. Customers may not retain server access or backups after receiving credit.

Store Credit Summary & Parameters:

Parameter	Contractual Condition
Frequency Limit	Strictly one-time only per client account / household lifetime.
Funding Requirement	Applies strictly to services originally funded with new fiat capital (Stripe or PayPal). Never applies to credit-funded orders.
Non-Refundable & Non-Transferable	Store credit cannot be withdrawn, cashed out, or transferred to another account or third party.
Applicability	Applicable toward any future server subscription, RAM upgrade, or hosting plan with Scooperdive Ltd.
Expiration	Expires exactly twelve (12) calendar months (365 days) from the date of issue.

Section 04

Non-Refundable Charges

Certain products and ancillary services incur non-recoverable operational costs, immediate upstream wholesale fees, or manual technician labor. The following items are strictly non-refundable and ineligible for store credit under all circumstances:

Dedicated IP Addresses (IPv4): Billed and reserved with regional internet registries (RIPE NCC / ARIN) with immediate unrecoverable routing commitments.
Setup or Provisioning Fees: One-time setup, node preparation, or rack reservation fees where explicitly charged.
Server Management, Configuration & Customization: Labor fees charged for custom modpack setup, plugin configuration, world migrations, or bespoke administrative engineering.
Third-Party Licensing Costs: Software licenses purchased on your behalf (e.g. specialized game panel modules, Windows Server licenses, external backup agents).
Domain Name Registrations & Transfers: Irrevocable wholesale registry fees incurred immediately with ICANN-accredited domain registrars.

Section 05

Exceptions & Human Fairness

We understand that life happens. Illness, family emergencies, unexpected community changes, or unexpected military/work deployments can disrupt gaming plans. If your situation falls technically outside the strict boundaries of these rules but there is a genuine, reasonable circumstance, please reach out to us.

Our management team actively reviews the real-life human context of each request. We frequently grant exceptions, partial credits, or grace-period extensions when it is the fair and decent thing to do.

Fairness Works Both Ways: We protect honest customers facing real difficulties. Conversely, we maintain zero patience for bad actors attempting to exploit our goodwill, rotate disposable accounts, or game our refund policies.

Section 06

Grounds for Refusal

To prevent fraud and protect our infrastructure, Scooperdive Ltd reserves the explicit right to deny any refund or store credit request if:

⛔ When Refunds & Credits Will Be Denied

Serial Refund & Churn Patterns: The customer exhibits a pattern of serial refund requests, repeated cancellations, or attempts to cycle store credits across multiple server instances (“server hopping”).
Duplicate / Sybil Accounts: The request originates from an account linked by IP address, billing details, device fingerprints, or payment profiles to a previously credited or terminated customer.
Completed Events & Tournaments: The server was heavily utilized for a short-term tournament, event, or high-bandwidth broadcast, and credit is requested post-event.
Breach of Terms or Policies: The service was operated in violation of our Terms & Conditions, Acceptable Use Policy (AUP), or Adult Web Media Policy.
Malicious & Abusive Activity: There is objective evidence of network attacks (outbound DDoS/DoS), port scanning, cryptocurrency mining, botnet operations, unsolicited bulk email (spam), or illegal hosting.
Hosting Prohibited Material: The server was used to host prohibited adult web media, pornographic video/image portals, or copyright-infringing content.
Defaulted / Suspended Accounts: The account is currently suspended or has been terminated for fraudulent payments, abusive behavior toward our staff, or contractual breach.
Unjustified Chargebacks: A chargeback or PayPal dispute has been initiated without giving our support desk reasonable opportunity to review the inquiry.

Section 07

Payment Disputes & Chargeback Policy

Payment chargebacks through credit card issuers and PayPal claims bypass our support team and incur substantial financial and administrative penalties (£15 to £25 per dispute). They also immediately freeze customer billing accounts.

Because we offer a clear 30-Day Money-Back Guarantee and 60-Day Store Credit framework, there is never a need to initiate an adversarial chargeback. If you believe a charge is incorrect or you are entitled to a refund, please open a support ticket first. Filing a chargeback without contacting our support desk constitutes grounds for immediate service termination, blacklisting of payment profiles, and recovery of dispute fees.

Section 08

How to Claim a Refund or Store Credit (Mandatory Workflow)

To ensure your refund or credit is processed cleanly and to prevent accidental un-refunded server wipes, please follow this required workflow:

Mandatory Step-by-Step Procedure:

Do NOT trigger a self-cancellation: Do not click “Immediate Cancellation” in the client portal. Doing so will permanently destroy your server without initiating a refund.
Open a Support Ticket First: Log in to your client account at store.scooperdive.com and submit a ticket to the Billing Department (or contact verified support on Discord).
Provide Order Identifiers: Include your Service ID / Server Name, Invoice Number, and indicate whether you are requesting a 30-day refund or 60-day store credit.
Acknowledgment, Approval & Instant Execution: Our billing team will verify that your request meets the criteria. Immediately following acknowledgment and approval, the refund or credit will be issued on our end.
Cancellation on Your Behalf: Once the refund has been successfully dispatched through our payment processor (Stripe or PayPal), our team will cancel and decommission the server instance on your behalf.

Alternatively, you may contact our billing team through our official Discord community at discord.scooperdive.com.

💳 The Scoop / At a Glance