Refund & Cancellation Policy

1. How to Cancel

You can cancel a subscription at any time in the client portal. Cancellation stops future renewals. Unless otherwise stated below, cancellation does not automatically refund prepaid fees for the current billing period.

2. Statutory Consumer Cancellation (Where Applicable)

If you are a Consumer in a jurisdiction with a statutory cooling-off/right of withdrawal for distance sales (e.g., UK/EU), you may be able to cancel within 14 days of contract conclusion. If you requested immediate service start during the cooling-off period, we may deduct a proportionate amount for services already supplied, as permitted by law. Some one-time digital items may be non-refundable once delivered if you provided the required express consent and acknowledgment.

3. Voluntary Money-Back Guarantee (Business and Consumers)

In addition to any statutory rights, we may offer a voluntary money-back guarantee for certain hosting plans. Unless the plan page states otherwise, the following applies:

• Shared hosting / application hosting / managed WordPress: first-time purchases are eligible for a refund request within 48 hours of initial purchase.
• Annual terms: first-time purchases are eligible for a refund request within 30 days of initial purchase, except where excluded below.

This guarantee is intended to let you evaluate basic service suitability. It does not apply to abuse-related suspensions or where services have been used primarily for prohibited activity.

4. Non-Refundable Items

Unless required by law, the following are non-refundable once processed:

• Domain registrations, renewals, transfers, redemption fees, and most registry fees.
• Third-party license issuance (e.g., control panel licenses) and add-ons that are consumed or provisioned instantly.
• Professional services and migration work that has already been delivered.
• Setup fees and custom work performed at your request.

5. Abuse, Fraud, and Chargebacks

If we suspend or terminate your service for fraud, abuse, or material AUP violations, you are not eligible for the voluntary money-back guarantee. If you initiate a chargeback for an authorized transaction without contacting us first, we may suspend service while the dispute is investigated. Where permitted by law, we may recover reasonable dispute/chargeback fees charged to us by payment processors. Nothing here limits a Consumer’s rights regarding unauthorized transactions under mandatory law.

6. Refund Method and Timing

Approved refunds are issued to the original payment method where possible. Processing times depend on your payment provider. We may refuse to refund to a different method unless required by law or where the original method is unavailable.

7. How to Request a Refund

Submit a refund request via the client portal or by contacting [email protected] with your order details and reason. We may ask for information to diagnose issues and improve service, but providing a reason is not required for statutory consumer cancellation rights.

8. Pricing Errors and Duplicate Charges

If we make a billing error (such as duplicate charging), we will correct it promptly and refund the overcharge.

9. Provisioning Delays (Activation Commitment)

If we cannot activate a newly paid hosting order within 48 hours due to reasons within our control, you may request cancellation and a refund of the initial hosting fees paid for that order. This remedy does not apply where activation is delayed due to verification, inaccurate customer information, upstream provider delays, force majeure, scheduled or emergency maintenance, or abuse/fraud prevention holds.

10. Domain Registration Fees

Domain registration, renewals, transfers, redemption/restoration, and other registry-related fees are generally non-refundable once submitted to the registrar/registry, except where mandatory law requires otherwise or the registry explicitly permits a refund.

11. Self-Managed Plans (No Support)

For Self-Managed plans, refunds are not provided based solely on customer-side misconfiguration, application errors, CMS/plugin issues, malware within the customer application, or performance issues caused by customer code or content. We will, however, address verified platform-level outages and billing errors in accordance with this policy.