We stand behind our service. If something goes wrong on our end, we'll make it right. Here's exactly how our refund process works.
Our Commitment: If TovHost fails to deliver the service as described due to our fault, you will be refunded. We aim to process all valid refund requests within 5 business days.
The basics of how refunds work at TovHost
TovHost provides digital game server hosting services. Due to the nature of digital services where resources are provisioned immediately upon purchase, refunds are handled on a case-by-case basis.
This policy applies to all purchases made on TovHost including server subscriptions, wallet top-ups, and any add-on services. By making a purchase, you agree to this Refund Policy.
We evaluate each refund request individually and fairly. Our goal is to ensure every customer has a positive experience with TovHost.
When you are entitled to get your money back
You are eligible for a full or partial refund in the following situations:
New Customers: If you are unsatisfied within the first 24 hours of your very first server purchase and your server has been active for less than 2 hours, you may request a full refund.
Cases where refunds will not be issued
The following situations are not eligible for refunds under any circumstances:
Before purchasing, please ensure the service meets your needs. We recommend testing a lower-tier plan first, as upgrades and plan changes can be done at any time.
How wallet credits, transfers, and withdrawals are handled
Wallet top-ups are treated as prepaid credits. Once added to your TovHost wallet, credits are generally non-refundable as they represent a deposit for future services.
However, we will refund unspent wallet balance in these specific situations:
Transfers: Wallet-to-wallet transfers between TovHost users are instant and irreversible. We cannot reverse a transfer once completed. Please double-check the recipient email before confirming.
Withdrawals: You may withdraw your available wallet balance to PayPal. Withdrawals are processed manually within 1–3 business days. Once approved, the funds are sent to the PayPal email you provided and cannot be reversed by TovHost. Minimum withdrawal is $5.00, limited to one request per 24 hours.
Referral Commissions: Earnings from the Referral Program are frozen for 72 hours after each qualifying purchase. If the referred customer cancels or receives a refund during this period, the commission is automatically cancelled. Once unfrozen and deposited to your wallet, referral earnings are treated as regular wallet balance and follow the same refund rules above.
Step-by-step guide to submitting your refund request
Follow these steps to submit a refund request. Complete, detailed requests are processed faster.
Go to the Support Tickets page and open a new ticket. Select "Billing / Refund" as the category.
Include: your account email, the order or transaction ID (visible in your wallet history), the exact amount, date of purchase, and a clear explanation of why you are requesting a refund.
If you are requesting a refund due to downtime or a technical issue, include screenshots, error messages, or timestamps that document the problem.
Our billing team will review your request within 2 business days. We may ask follow-up questions via the ticket system. Please respond promptly.
If approved, the refund will be issued within 5 business days. You will be notified in your ticket when the refund is processed.
When to expect your money back after approval
Once a refund is approved, here is the expected timeline:
If you haven't received your refund after 10 business days, please follow up on your support ticket with your PayPal transaction ID or wallet details.
Why chargebacks harm everyone and what to do instead
We strongly discourage chargebacks (payment disputes filed directly with your bank or PayPal without contacting us first). Filing a chargeback instead of reaching out to our support will result in:
Chargebacks cost us significant fees and administrative time. If you have a legitimate issue, please open a ticket first. We resolve the vast majority of billing disputes quickly and fairly without the need for a chargeback.
If you have already filed a chargeback and believe it was a mistake, contact us immediately via the support system to resolve the situation before it escalates.
Have a refund request or billing question? Our support team responds within 24 hours. Be sure to include your transaction ID and account details.
Open a Billing Ticket