Refund Policy

Effective date: 26 September 2026

This policy covers everything you buy from the MonkeyServers store, by card or by skin trade. It sits alongside our terms of service. Nothing in it takes away your legal rights as a consumer.

1. Your 14 day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134, regulation 37), you normally have 14 days to cancel a contract for digital content. You lose that right once delivery starts, if:

you gave us express consent to start delivery straight away; and
you acknowledged that you lose your right to cancel once delivery starts.

Before you pay, you tick a box to give that consent and acknowledgement. We record when you ticked it and the exact wording, and show it on the payment confirmation page and on your order in your account.

For card payments, delivery starts automatically, usually within a minute or two of your payment being confirmed. For skin trades, it starts when our staff confirm the trade. From then on, the 14 day right to cancel no longer applies.

2. Refunds before delivery starts

Card: if delivery has not started, for example because it failed, you can ask for a full refund within 14 days of paying.
Skin trade: you can ask us to cancel a skin trade order at any time before our staff confirm it. If we already have your items, we send them back.

3. If VIP does not work

If VIP does not work as described, tell us and we will fix it. If we cannot fix it in a reasonable time, we will give you a fair partial or full refund. If a problem on our side stops you using VIP for a long time, contact us and we will put it right, for example by adding time or giving a partial refund.

This does not cover short outages, wipes, lag or Rust updates, which are a normal part of running game servers.

4. Subscriptions

You can cancel a subscription at any time from your account page: choose Cancel at period end. You will not be charged again.
You keep VIP until the end of the period you have already paid for. After that, VIP is removed automatically after a 2 hour grace period.
Cancelling stops future payments. It does not refund the period you are in, unless section 3, 6 or 7 applies.
A plan paid by skin trade is a fixed period and does not renew, so there is nothing to cancel.

5. Wipe Pass and Lifetime

The VIP Wipe Pass and Lifetime are single payments, so there is nothing to cancel.
The Wipe Pass is one per Steam account, ever. If a Wipe Pass is refunded, you cannot buy it again.
The VIP+ Lifetime upgrade is its own payment. If it is refunded, only VIP+ is removed and your VIP Lifetime stays.

6. If MonkeyServers closes

If we permanently stop running all MonkeyServers Rust servers, we will give at least 30 days' notice. We then:

cancel all subscription renewals, and refund the unused part of any period you have already paid for;
refund Lifetime purchases using the calculation in section 8 of our terms: the price you paid, minus what the same number of full months would have cost on the Monthly plan of the same rank.

7. Bans

Temporary bans do not remove VIP, and paid time is not extended or refunded.
A permanent ban for a serious breach (cheating, getting round a ban, threats or hate speech, or fraud) ends your VIP with no refund.
A permanent ban after all the warning and ban steps in the rules also ends your VIP with no refund. Any subscription is cancelled so you are not charged again.
If a ban was a mistake, we restore your VIP and add back the time you lost.

Section 11 of our terms has the details.

8. Chargebacks and trade reversals

If you reverse a card payment through your bank or card issuer and the reversal succeeds, or you reverse a skin trade after we confirmed it, we:

remove the perks from that order; and
block your Steam account from buying in the store.

If something is wrong, please talk to us first. We would rather put it right.

9. How refunds are paid

Card: refunds go back to the card or account you paid with, through PayNow. PayNow (PayNow Services, Inc.) is the authorised seller and Merchant of Record for purchases made through PayNow checkout.
Skin trade: we send back the same items if we still have them. If we do not, we refund the value we confirmed for your trade, in a way we agree with you.

When we agree a refund, we pay it within 14 days.

10. How to ask for a refund

Open a ticket in our Discord (see our support page) or email [email protected]. Tell us your order reference, which is on your account page, and why you are asking. We aim to reply within 5 working days.

11. Your legal rights

This policy does not affect your legal rights under UK consumer law, including the Consumer Rights Act 2015.