If I could give these people 0 stars I would. I rented an Isle server months ago for some friends and I, and this is how it all went downhill.
Off the bat, their control panel is not at all user-friendly. I had to submit 3 tickets just to get my server up and running. They were fast at replying and a staff member named Brandon did help me out quite a bit, he seemed really nice. But here's the kicker. After getting it all set up, we had HORRIBLE lag and disconnects. I mean they were constant. So I decided to switch providers. I was within the 3 day refund window, and submitted a ticket to billing that I wanted a refund and to cancel my subscription.
Got a reply stating early access games do not fall under their refund window. That was fine, I asked for whatever refund they could give me and to cancel my services. Instead of doing so, they sent me another reply asking for confirmation of cancellation, then they closed the ticket because I didn't reply.
So I logged on the other day, see what happened and send another ticket in to get a refund (whatever I can, since I'm not in the 3 day window anymore) and cancel my services. Here is an exact copy/paste of our exchanges on 8/28/18 - 8/29/18:
ME(8/28/18): Hello, I opened a ticket awhile ago stating that I would like a refund for unused time and to cancel my current subscription to this server service.
Please use this as my confirmation that I would like to cancel services and receive a refund for unused time.
You never answered your last ticket where you were asked:
I would like to confirm if you wish to proceed with the refund and cancellation?
ME(8/28/18): Yes, I would like to confirm cancellation and to proceed with refund.
In accordance with our terms of service, we can provide a pro-rata credit refund to your account with us. However, do know that we would like to work with you to resolve any problems you may have.
"16.5 Game Servers have a 3-day unconditional money back guarantee. If you find the services to be deficient or unsatisfactory, you are entitled to a full refund of the contract amount to your credit balance at Citadel Servers within the first 3 days of account setup. This does not include setup fees or add-ons to a gameserver. 'Early access' games or games identified as alpha\beta as stated on the steam store\the developer of the game which we provide as a gameserver service do not come under this money back guarantee. If you have an issue with one of these products please contact our support and we do what is within our power to resolve these issues for you."
If you wish to proceed with this, the refund will be available as a credit on your account that can be used for future purchases with us.
Technical Support Operative
Shortly after this long, copy/pasted paragraph was sent by Brandon, my card was charged again for $31. So not only, by this point, have I requested to cancel my services twice, I've confirmed it 3 times and I am STILL being charged!! They are intentionally dragging this out to get as much money from me as they can, and it's disgusting! This is not how you keep customers and do business. I can guarantee by the time they get back to me about cancelling, they will give me some BS about how they can't give me back the $31 even though I told them before I was charged I wanted my services cancelled. Twice.
Please save yourself the trouble. They're an OK host when you're giving them money, but trying to cancel your services or get a refund, even in their 3 day window ain't gonna happen. They will drag it out, feed you BS, and do anything in their power to keep your money and steal more if they can.
DO NOT RENT FROM THEM!