The short version
- First purchase, 7 days, unused: refunded in full if you ask within 7 days of your first payment for a server and the bot was not used in a live community.
- Renewals: not refundable. Cancel before the renewal date instead; you keep the service until the period you paid for runs out.
- Chargebacks: suspend the server the payment relates to until the dispute is settled.
7-day refund on a first purchase
If a plan turns out not to suit your community, tell us within 7 days of the first payment for that Discord server and we will refund it in full. This applies to the first subscription bought for a given server, once. We consider the bot "not used in a live community" when it has not been run against real members: setting it up, sending test tickets and reading the documentation are all fine and do not cost you the refund. Posting panels members actually used, running applications, whitelisting players through the FiveM bridge, or importing a live ownership sheet are not, because the work has already been done for you.
Renewals are not refunded
Subscriptions renew automatically, and Stripe emails a receipt each time. Because the service is delivered continuously from the moment a period starts, a renewal that has already been charged is not refunded, including when a server has been quiet or the bot has been removed from Discord without cancelling. Cancel from the Billing tab before the renewal date and nothing further is taken.
How to cancel
Open your server in the dashboard, go to Billing, and use Manage subscription to reach the Stripe customer portal. Cancelling there stops the next renewal and leaves the subscription running until the end of the period you have paid for. Nothing is deleted: your tickets, panels, departments and documentation stay exactly as they are, and resubscribing later switches the paid features back on.
When we refund outside the policy
- A duplicate charge, or a charge for a server you never had access to, is always refunded.
- A prolonged outage on our side that leaves a paid feature unusable is credited or refunded pro-rata once it is resolved. Discord, Google or FiveM outages outside our control are not.
- If we removed a feature you had specifically subscribed for and there is no replacement, ask and we will sort it out.
Chargebacks
Please talk to us before disputing a payment with your bank: almost everything is quicker to fix directly. When a chargeback is raised, the subscription for that server is suspended and paid features stop until the dispute is resolved, because the payment processor reverses the funds immediately. A server with an unresolved chargeback cannot start a new subscription.
How to ask for a refund
Open a ticket in the FiveUnity Discord or email support@fiveunity.com with the Discord server id and the email you paid with. We aim to answer within 24 hours, and an approved refund is returned by Stripe to the original payment method, usually within 5 to 10 working days.
Your statutory rights
This policy is in addition to any rights you have as a consumer under the law where you live, and does not replace them. It forms part of our terms of service.