Terms of Service

Note

This applies only for Billing Page and Game Panel. By using our services, you consent to our terms of service.

Terms

TermMeaning
YouCustomer
WeKolama administration
Your serverYour product, available on Pterodactyl Panel
Game Panel/Pterodactyl PanelWebpage, where you can fully manage your server
Billing pageYour customer area page, where you can order/manage your products
Suspension/suspendYour server stops and gets blocked
Ticket/Support TicketThe interaction between a customer and a service representative, check §4 for more

1. Usage of service

1.1 Server ownership

  • You can't fully transfer server's ownership to another person
  • To make a gift for another person, open a ticket with client's email, whose server will be marked as paid
  • You can share access to your server using Pterodactyl Panel

    • 2. Payments

    2.1 Supported payment methods

  • PayPal

    • 2.2 Making a payment

  • Using Billing Page
  • Using PayPal directly (open ticket for more information)
  • Using other method (firstly open ticket to ask if it's possible)

    • 2.3 Server renewal

  • You need to renew your server relatively to your payment date (monthly/quarterly)
  • If you didn't renew your server, see §2.4

    • 2.4 Unpaid server

  • Your server will be deleted in 3 days after requested payment date, in case of unpaid invoice
  • You can open ticket and request additional days to pay, if you are not able to pay in required date. If you wouldn't pay in additional days, your server will be deleted

    • 3. Refunds

    3.1 How to ask for a refund

  • Check if your server meets possible refund conditions
  • Open a ticket (§4)
  • Show your order ID (and the issue)
  • Send where refund will be sent

    • Then, you will get your refund and your server will be deleted (in case of existing one)

    3.2 Cases with possible refund

  • You ordered your server in less than 3 days before the refund request
  • You ordered your server but didn't obtain it due to technical issues
  • You ordered your server but you didn't use it before the refund request
  • You ordered your server but lost access to it

    • 3.3 Cases when refund is not possible

  • You requested refund later than 3 days after server order AND you used your server
  • Your server was suspended (with a reason)
  • You obtained your server for "free" (e.g. won a giveaway, used a code, obtained it from partnership)

    • 4. Tickets

    4.1 Opening a ticket (Billing Page)

    To open a ticket on a billing page:

  • Go to the Billing Page
  • Open navigation bar
  • Click on Tickets
  • Click on New ticket
  • Fill all fields
  • Click on Create
  • Wait for reply

    • 4.2 Opening a ticket (Discord Server)

    To open a ticket in the discord server:

  • Open Kolama's discord server
  • Find tickets channel
  • Open it
  • Click on Open a ticket
  • Wait for reply

    • 4.3 Ticket support

  • Open a ticket if you have server-/panel-/billing-related problems
  • We don't solve your server code's problems
  • We can close a ticket without a reason (mostly there is a reason)
  • We may close ticket if it's a dublicate off an existing one/there is no response/no problem