2026-09-10
This policy forms part of the agreement together with the Terms of Service and the Privacy Policy, and it is the only reference for everything concerning money back and moving between plans.
Its rule in one line: a first subscription is fully guaranteed for 5 days, and after that no money is returned unless the reason for the stoppage is an act of ours.
1.1 Each customer's first subscription is guaranteed by a full refund within 5 days from the moment payment is confirmed, and you are not required to give a reason.
1.2 The guarantee covers the full subscription amount paid. It applies once per customer and per payment identity, and it does not renew on renewal of the subscription, on moving to another plan, or on opening a new account.
1.3 The period is counted in calendar days from the time payment is confirmed, not from the time the instance is provisioned.
2.1 The request is made from your account page, or by writing to support at the address in clause 8. No other channel is accepted.
2.2 The request must state: the order number or the transaction id, the address the amount is to be sent to, and the network used.
2.3 We confirm receipt of your request within one business day, and we tell you whether it is accepted or refused, with the reason.
3.1 The amount is returned in the same quantity of the digital currency you paid, not in its converted value. Whoever paid one hundred units receives one hundred units, whatever that currency is worth on the day of the refund.
3.2 The amount is returned on the same network you paid on, to an address you specify. Sending to a wrong address or a wrong network that you state in your request is your responsibility alone, and obliges us to no second payment.
3.3 The sending network fee is deducted from the refunded amount, since it is the cost of the transfer itself and does not reach us.
3.4 We do not refund in cash, by bank transfer, or by any means other than the one you paid with.
4.1 An accepted refund is executed within seven business days of the request being accepted.
4.2 How long the amount takes to arrive after it is sent depends on network congestion and is beyond our control. We give you the transaction id so that you can track it yourself.
5.1 When the refund is executed the subscription ends and the instance is stopped immediately.
5.2 The data remains stored for the retention period stated in the Terms of Service, so if you return within it you recover everything as you left it. When it expires the data is deleted permanently and irreversibly.
5.3 Take your backup from the dashboard before submitting the request.
6.1 You may move between plans at any time. On moving, the new term is added on top of whatever remains of your current term, so no paid day is lost.
6.2 Moving to a lower plan does not return the price difference in cash; it is credited in time instead.
6.3 Moving between plans does not renew the guarantee in clause 1 and does not create a new one.
7.1 The guarantee does not cover: a request made after 5 days have passed; a second subscription or a renewal; an account suspended for breach of the Terms of Service; or an account opened to circumvent an earlier suspension or to obtain the guarantee a second time.
7.2 The guarantee likewise does not cover: a feature stopping because of a decision by Discord or a third party, nor the stopping of the features tied to the ten thousand member limit, since the Terms of Service state expressly that these are not a breach.
7.3 Anything paid by mistake to an address or a network other than those stated in the order is not returned, because it never reaches us and we have no power to recover it.
7.4 Once the guarantee period has expired, your termination of the subscription by choice gives rise to no refund of the remaining term.
8.1 The value of an unused term is returned in four cases only, all of them an act of ours: our removal of a material feature, our complete discontinuation of the service, a force majeure event that persists and stops the service, and our changing the terms in a way you reject. The detail is in the Terms of Service.
8.2 The refund in these cases is calculated pro rata on the days remaining in your term, and is subject to the rules in clauses 3 and 4.
8.3 If you open a payment dispute with any processor or platform before writing to us and allowing us seven days to reply, your instance is suspended immediately until the dispute is resolved, and your data remains stored for the whole retention period.
8.4 For anything concerning refunds and exchanges: support@simplock.net
8.5 For technical help and day to day questions, the support server on Discord: https://discord.gg/simplock