Refund Policy

1. The short version

Shared, reseller and cloud hosting can be refunded in full within 7 days of the first payment for that service. Anything we buy from a third party on your behalf — domains, SSL certificates, licences — cannot, because we are charged for it immediately and are not refunded ourselves.

2. Hosting

New shared, reseller and cloud hosting orders carry a 7-day money-back period, starting from the date the first invoice is paid. Ask within that period and we refund the hosting fee in full.

The guarantee covers the first term of a new service. Renewals are not covered, and neither is a service that has been suspended for breaching the acceptable use section of our terms.

3. VPS and dedicated servers

VPS and dedicated servers are provisioned on capacity reserved for you as soon as the order is paid, so they are not covered by the money-back period.

If a server cannot be delivered, or does not work as described and we cannot put it right, we refund it. Tell us within the first 48 hours and we will either fix it or refund you.

4. What is never refundable

We are charged for these at the moment you order them and cannot recover the cost:

• Domain registrations, renewals and transfers — including a transfer the registry later rejects.
• SSL certificates once issued.
• Third-party licences, such as control panel or operating system licences.
• Setup fees on a service that has already been set up.
• Work already carried out on design, development or migration projects.

5. Cancelling after the refund period

You can cancel at any time and the service runs until the end of the term you have paid for. We do not refund the unused part of a term outside the periods described above.

6. How to request a refund

Open a support ticket from the client area with the invoice number and the reason. We aim to answer within one business day.

Approved refunds are returned by the method you paid with. Bank and mobile-wallet refunds usually clear within 7 to 10 business days, depending on the provider — the delay is theirs rather than ours once we have sent it.

Where a refund is made to a wallet balance at your request, it is available immediately for other services.

7. Chargebacks

If something is wrong, please raise it with us first — we can usually settle it faster than a bank can. Accounts with an open chargeback are suspended until the matter is resolved, because we have to answer the claim before we can safely keep the service running.

8. Contact

Questions about this policy can be sent to the address below.