Terms & Conditions

2.1Age

You must be at least 13 years old to hold an account. If you are between 13 and 17, you need permission from a parent or guardian, and they accept these terms with you. The Services are not directed at children under 13.

2.2Registration

You need a valid email address, and you must be able to enter into a binding agreement. Keep your account details accurate, particularly your email, because that is how we send billing notices, security alerts and service updates.

2.3Keeping your account secure

You are responsible for your login details and for everything that happens under your account. Use a strong, unique password, turn on two-factor authentication where we offer it, and be careful who you give panel or team access to. Tell us straight away if you think someone else has got in.

2.4Team members

You can invite other people to help run your servers and choose what each of them can do. You remain responsible for their actions on your account, so only invite people you trust.

3.1Prices and currency

All prices are in Australian dollars (AUD). Where GST applies, it is included in the price shown at checkout. The price you see when you subscribe is the price you pay for that billing period.

3.2Billing periods

You can pay monthly or quarterly. Quarterly billing is discounted by 10%. Subscriptions renew automatically at the end of each period, at the plan's regular price, until you cancel.

3.3Introductory pricing

Where an offer gives you a discount on your first month, that discount applies to your first billing period only. After that, the plan renews at its regular price, which we show you before you pay and again on your invoice.

3.4Payments

Payments are processed by Stripe. We do not see or store your full card number. If a payment fails, we will retry it and let you know. Servers on an unpaid plan may be suspended, and eventually deleted, as set out in section 13.

3.5Changing plans

You can upgrade or downgrade at any time from the panel. Changes are pro-rata: we credit the unused part of your current plan against the new one. Downgrades take effect immediately, so make sure your world and player count fit the smaller plan first.

3.6Cancelling

Cancel any time from Billing in the panel. Cancelling stops future renewals; your server keeps running until the end of the period you have already paid for. We do not charge exit fees, and there is no minimum term.

3.7Chargebacks

If you dispute a charge with your bank instead of contacting us, we may suspend the account while it is sorted out. Please talk to us first, as most billing problems are fixed the same day.

5.1The 72-hour guarantee

If you are not happy with the service, you can refund your first payment on a new plan yourself from the billing page within 72 hours of that payment. You do not need to give a reason or ask anyone. The guarantee applies once per customer, to the first payment on a plan, and not to renewals.

5.2How to take it

Sign in, open the billing page and use the Request refund button. It only appears while you are inside the window, and it tells you how many hours are left and exactly what will be refunded. Taking the refund also cancels the plan and removes your servers, so download anything you want to keep first. The money goes back to the card or payment method you used, usually within five to ten business days depending on your bank.

5.3When the guarantee does not apply

• Requests made more than 72 hours after the payment.
• Renewal payments, plan changes and add-ons after the first payment.
• Accounts suspended or closed for breaching the acceptable use rules in section 8.
• Repeat claims, or accounts created to claim the guarantee more than once.

5.4Outside the guarantee

Beyond the 72-hour window, we do not generally refund unused time, because your resources are reserved for you for the whole period. That said, if something has genuinely gone wrong at our end, talk to us and we will make it right.

7.1What your plan includes

Each plan sets an amount of RAM, CPU share, SSD storage and the features available to you. We do not oversell RAM: the memory in your plan is allocated to your server. CPU is a fair share of the host, so sustained heavy load may be shaped to protect other customers.

7.2Storage

Storage covers your world, mods, plugins and backups. If you run out, the panel will tell you; you can clear space or move up a plan. Repeatedly exceeding your storage may pause backups until there is room.

7.3Fair use

The Services are for running Minecraft servers and directly related tooling. Please do not use them for crypto-mining, open proxies or VPN exits, file-sharing or seeding, brute-force or password-cracking workloads, or long-running background processes unrelated to your Minecraft server. These degrade performance for everyone on the machine.

8.1Your server's public details

Your server's name, message of the day, address and icon are not private, and we are the ones who publish them. The name and icon appear in the panel and in link previews, the message of the day is sent to every player whose client pings your server, and your address is a public DNS record on our domain.

Because we publish them, we check those details automatically against the rules above. The check covers only those public details. It does not extend to your world, your files, your console or your players' chat, which are covered by 8.2 and section 10.

Separately, images stored on your server are compared against lists of known child sexual abuse material by fingerprint, as described in section 4.1 of our Privacy Notice. That is the only check that reaches inside your server, and it involves no AI.

If a check finds a serious problem we may reset the detail to a safe default, ask you to choose another, or suspend the server, and we may stop your file access for that server while we do. We will tell you what we found and which rule it breached, except where telling you would itself risk harm or prejudice an investigation, in which case we will say only that the server was suspended under these rules.

8.2Your players

You are responsible for what happens on your server, including moderating your players. We do not police the content of your world, but we will act on credible reports of the conduct listed above.

8.3Enforcement

Where we can, we will contact you and give you a chance to fix the problem. For serious breaches, active attacks, or anything that puts other customers or the platform at risk, we may suspend a server immediately and investigate afterwards.

Some of this is automated. The checks in 8.1 can reset a public detail or suspend a server without a person looking at it first, because leaving serious content published while we wait is not an option. Whenever that happens, your billing and support access stay open so you can still reach us, and you can ask for a person to review any automated action. If we got it wrong, we will put it back.

8.3Reporting security problems

If you find a security flaw in Volantis, please report it through the help centre and give us a reasonable chance to fix it before telling anyone else. We will not pursue you for good-faith research that follows this.

10.1Reporting infringing content

If you believe something hosted on our platform infringes your intellectual property, send us a notice through the help centre with your contact details, a description of the work, where to find it (server address or file path), and a statement made in good faith that the use is not authorised. We may restrict or disable the content while we investigate, and we will notify the customer responsible so they can respond.

12.1What we aim for

We aim to keep the platform available around the clock, and we publish incidents as they happen. Downtime is measured per calendar month in Brisbane time (AEST/AEDT) using our external monitoring of core platform availability: site reachability, the panel, provisioning and the backend API.

12.2What counts

An outage counts once an included monitor reports the platform unavailable for at least five consecutive minutes. Shorter blips are not counted. Measurement covers platform availability, not individual worlds, mods, or third-party services you connect to your server.

12.3Service credits

If total qualifying downtime in a month reaches the thresholds below, we credit a percentage of that month's recurring fee for the affected subscription:

Qualifying credits are calculated automatically from our monitoring and applied to your next invoice for the affected subscription after a short review, normally within a few business days of the month ending. They cover recurring plan fees only, not add-ons, one-off charges or taxes, and total credits in a month will not exceed that month's fee. Credits are not cash refunds.

12.4Maintenance and exclusions

Scheduled maintenance announced in advance does not count as downtime. We may also carry out emergency maintenance to protect security or stability, and will tell you where we reasonably can. Credits do not apply to downtime caused by your own mods, plugins or configuration, by your players, by third-party services, or by events outside our reasonable control.

12.5Claiming

You do not need to claim for platform-wide incidents: we identify affected subscriptions from our monitoring and apply the credit for you. If you believe an outage affected you and has not been credited, contact us within 30 days of the incident and we will review it.

13.1What "around the clock" means

You can raise a support ticket at any time, on any day, and it is accepted and triaged immediately. Our assistant replies straight away, and our monitoring and automatic recovery run continuously, including overnight. Every ticket is then reviewed by a person based in Australia.

We do not staff a live support queue 24 hours a day. A ticket raised at 3am is answered immediately by our assistant and picked up by a person during Australian business hours or sooner. Where we describe support as available around the clock, that is what we mean.

13.2Response targets

We aim for a first response from a person within the following times, measured from when the ticket is raised:

• Urgent (your server is down or unreachable): 15 minutes
• High (a major feature is broken): 1 hour
• Normal: 4 hours
• Low (questions, requests): 8 hours

These are targets, not guarantees, and they do not carry service credits. The service credits in section 12 cover platform downtime, which is a separate thing. Priority is set by us based on the problem described, and we may change it if the ticket turns out to be more or less urgent than first reported.

13.3What support covers

Support covers the platform: your server, the panel, provisioning, backups, billing and your account. We will help with common Minecraft problems where we reasonably can, but we do not build, debug or maintain your mods, plugins, datapacks or server configuration for you, and we cannot support third-party services you connect to your server.

14.1Non-payment

If an invoice goes unpaid, we will retry the payment and email you. The server is then suspended, which stops it but keeps your data. If the account stays unpaid, the server and its backups are permanently deleted. We will send at least one warning to your account email before anything is deleted.

14.2Breaches

We may suspend or close an account that breaches these terms, particularly section 8. For serious or repeated breaches, or where the law requires it, we may act immediately and without a refund.

14.3Closing your account

You can delete a server or close your account at any time from the panel. Deleting a server removes its world, files and backups. This cannot be undone, so download anything you want to keep first.

14.4After deletion

Once deleted, your server data is removed from our live systems, and purged from operational backups on our normal rotation. We keep billing records for as long as Australian tax and record-keeping law requires.

15.1Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits those rights. Where we are permitted to limit our liability for a failure to meet a consumer guarantee, we limit it to resupplying the service or paying the cost of having it resupplied.

15.2What we do not cover

Subject to clause 14.1, we are not liable for loss of profit, loss of data caused by your own mods, plugins or configuration, loss of in-game progress, or indirect or consequential loss.

15.3Cap on liability

Subject to clause 14.1, our total liability to you in connection with the Services is limited to the total amount you paid us in the twelve months before the event giving rise to the claim.

15.4Your responsibility

You agree to cover us for claims arising from your content, your use of the Services in breach of these terms, or your players' conduct on your server.

17.1The rest of the fine print

• The whole agreement. These terms, together with our Privacy Notice, are the entire agreement between us for the Services.
• Transferring the agreement. You cannot transfer your account or this agreement to someone else without our consent. We may transfer it as part of a restructure or sale of the business.
• Things outside our control. We are not responsible for delays or failures caused by events beyond our reasonable control, such as natural disasters, war, industrial action, or failures of upstream networks and power.