Refund Policy

We want you to have a server that works. This page sets out plainly when we refund and when we do not, so there are no surprises either way.

14-day cancellation right

If you are a consumer in the UK or EU you have a statutory right to cancel within 14 days of ordering. Because hosting starts immediately at your request, you agree that we begin providing the service straight away. If you then cancel within the 14 days we refund what you paid, less a proportionate amount for the period the server was available to you.

When we refund in full

• Your server could not be made to work at all, and we could not fix it.
• A prolonged outage on our side left the server unusable for a significant part of the month.
• You were charged after cancelling, or charged more than once for the same period.
• We discontinue the service, for any period you have paid for but not received.

When we do not refund

• Mod problems. Mods are made by independent community authors. A Valheim update can break a mod and some are never fixed by their authors. We will always help you get back to a working setup, including running without mods, but we do not refund because a mod stopped working. You are asked to acknowledge this before mods are enabled.
• Time already served. We do not refund a month that has already been provided. Cancel any time and your server runs to the end of the paid period.
• Changing your mind mid-month after the 14-day window has passed.
• Problems at your end — your own internet connection, your PC, or a Valheim client issue unrelated to our hosting.
• Breaches of our Acceptable Use Policy that lead to suspension.

Getting your world back

Whatever the outcome of a refund request, your world is yours. You can download it at any time from your dashboard, and we keep it available for 30 days after cancellation. We will never withhold your world data over a billing dispute.

How to ask

Email support@bifrosthosting.com from your account address and tell us what went wrong. We aim to reply within two working days. Because our payment provider is the merchant of record, approved refunds are issued by them and typically reach your account within 5 to 10 working days.