This is the Refund & Cancellation Policy in plain words. The policy itself is on our legal pages and wins if the two differ.
No money-back guarantee
Hosting is prepaid. Cancelling a service stops the next renewal; the term you have already paid for is not refunded. There is no trial period. See Auto-renew, and how to cancel a service.
When a refund is due
- An order we could not set up. The full amount comes back to your store credit at once, with a credit note, and you get the email We could not set up your service — your payment is back in your account. On request we refund the unspent credit to the payment method it came from within 7–10 working days (Billing → Store credit → Ask for a refund of my credit).
- An order cancelled before delivery. If you have paid but the service has not been set up yet, the invoice page offers Cancel and refund: "Ask us to cancel this order and refund it? Your order has not been delivered yet. Our team stops the setup and returns the payment within three working days." Confirm with Yes, cancel and refund.
- An order you have not paid. Press Cancel this order; nothing was charged. See Cancel an order you have not paid for.
- Cases our team approves, for example if we end a service ourselves or cannot fix a breach on our side: the unused part of the term is refunded.
Refunds go to the original payment method. For a bank transfer we ask you for the account to send it to. You get the email Your refund for invoice …; it normally reaches you within 7–10 working days. The Billing page lists refunds as on its way to you or sent ‹date› with the reference.
Never refunded once delivered
- Domain registrations, renewals and transfers.
- SSL certificates and software licences.
- Setup and installation fees.
Credit instead of cash
Where you choose it, or where the policy says so (an instant downgrade, a failed order), the money goes to your store credit. See Store credit.
Chargebacks and disputes
There is no card payment at the moment, so there is no chargeback route; raise any dispute in a ticket and we will look at the invoice with you.
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