We've updated our Terms of Service to improve clarity, fairness, and transparency. Below is a summary of the key changes. The full revised Terms are available in the footer, or at https://krakenhosting.net/terms.

Refunds

Direct refunds to your original payment method are now available upon request, in addition to the existing account credit option. Approved direct refunds are subject to a processing fee capped at Stripe's non-refundable fees plus a $1 administrative charge (typically under $2 on most transactions). The 7-day refund window remains unchanged.

Chargebacks

We ask that you contact support before initiating a chargeback. Support tickets are resolved significantly faster than bank disputes and typically result in a more favorable outcome. Chargeback fees apply only when a dispute is ruled in our favor and determined to be fraudulent or in bad faith.

Uptime & SLA

Our uptime commitments are now split into two tiers:

• Nodes (game servers & VPS): 99.99% monthly uptime

• Panel (management interface): 99.9% monthly uptime

SLA credits start at $2 for any qualifying downtime, with additional credit scaling at 10% of your plan's monthly cost per 1% of downtime below 99.5%. Credits are claimed by opening a support ticket and referencing our public HetrixTools status page.

Acceptable Use

You may host any workload your plan is specifically sold for, including non-standard use cases approved via an accepted quote. The prohibition on non-gaming workloads (Docker, standalone web servers, etc.) applies only when running them on a plan not sold for that purpose.

Failed Subscription Payments

Failed recurring payments now follow a clear process/timeline: service is suspended after 1 day, and permanently deleted at midnight Central Time on the 7th day.

Data Access & Deletion

You may now request a download of your stored personal data, in addition to requesting deletion. This better complies with laws related to GDPR and similar global laws.

IP Log Handling

Retained IP logs are now anonymized and are no longer linked to individual accounts. We aim to purge them within approximately 6 months as part of routine maintenance.

Other Changes

• Free migration: One free server migration per new customer is now formalized in the Terms. Additional migrations are available at our discretion.

• Force Majeure and Severability clauses have been added (Sections 12 and 13).

Unchanged

Governing law (Texas, USA), the DMCA process, our data-sale policy (we do not sell user data), support availability, and content ownership remain the same.

If you have any questions about these changes, please open a support ticket or reach out on Discord.