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Refund and Returns Policy

Last updated: February 23, 2025

1. Introduction

This Refund and Returns Policy outlines the terms and conditions for refunds and service cancellations for Samsonik LTD (“we,” “us,” or “our”), registered in the United Kingdom (Company Registration Number: 16184922) with its registered office at 128 City Road, London, EC1V 2NX.

2. Service Description

We provide gaming server hosting services, which are classified as digital services. Due to the nature of our services:

  • Servers are activated and configured immediately upon purchase
  • Resources are reserved specifically for each customer
  • Services are considered “delivered” once server access credentials are provided

3. Cooling-Off Period

For customers in the European Union and United Kingdom:

  • You have the right to cancel your order within 14 days of purchase without giving any reason
  • However, by activating your server, you acknowledge that you lose your right to cancel during the cooling-off period, as per the Consumer Contracts Regulations 2013
  • This is because you explicitly request immediate access to digital services

4. Refund Eligibility

4.1 Eligible for Refund

  • Technical issues preventing server access for more than 24 consecutive hours due to our infrastructure
  • Serious service disruptions caused by our systems
  • Incorrect charges or billing errors
  • Services not delivered within 48 hours of payment

4.2 Not Eligible for Refund

  • Server performance issues caused by customer configuration
  • DDoS attacks or other external factors beyond our control
  • Cancelled services after the cooling-off period
  • Unused server time or resources
  • Services terminated due to violation of our Terms of Service
  • Domain name registrations and SSL certificates

5. Refund Process

To request a refund:

  1. Contact our support team through:
    • Email: support@samsonik.com
  2. Provide the following information:
    • Your account details
    • Order number
    • Reason for refund request
    • Any relevant evidence or documentation
  3. We will review your request within 2 business days

6. Refund Timeframes

If your refund is approved:

  • Credit/Debit card payments: 5-10 business days
  • PayPal payments: 3-5 business days
  • Bank transfers: 5-7 business days
  • Cryptocurrency payments: No refunds available (store credit only)

7. Partial Refunds

We may offer partial refunds based on:

  • Length of service usage
  • Nature of service issues
  • Technical support provided
  • Resource allocation costs

8. Service Credits

In some cases, we may offer service credits instead of monetary refunds:

  • Extended service period
  • Upgraded resources
  • Additional features
  • Future service discounts

9. Cancellation Process

To cancel your service:

  1. Log into your client area
  2. Select the service you wish to cancel
  3. Choose “Cancel Service” option
  4. Follow the cancellation workflow
  5. Receive confirmation email

10. Data Retention After Cancellation

Upon service cancellation:

  • Server data will be retained for 7 days
  • Backups will be available for 48 hours
  • After this period, all data will be permanently deleted

11. Exceptional Circumstances

We may consider refunds outside this policy in exceptional circumstances:

  • Natural disasters affecting service delivery
  • Extended service outages
  • Legal or regulatory requirements
  • Other circumstances at management discretion

12. Contact Information

For refund-related inquiries, contact us at:

Samsonik LTD
128 City Road, London, EC1V 2NX, United Kingdom

Email: support@samsonik.com

13. Changes to This Policy

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website.

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