1. Summary
New web hosting and business email orders may be eligible for a refund if cancelled within 7 days of activation. New VPS orders have a more limited refund window of 48 hours, before significant provisioning or usage. Products we purchase from third parties on your behalf, such as domain names, SSL certificates and software licences, are non-refundable once processed.
Every request is reviewed individually against the conditions below. Submitting a request does not by itself guarantee a refund.
2. Web hosting and business email
A refund of the first payment for a new web hosting or business email plan may be requested within up to 7 days of the service being activated, provided that:
- The request is made by the account holder within the 7-day period
- The service has not been suspended or used in breach of our Terms of Service or Acceptable Use Policy
- Any domain, SSL certificate, licence or other non-refundable item bundled with the order is excluded from the refund
3. VPS servers
VPS servers are allocated dedicated resources as soon as they are provisioned, so refund eligibility is limited. A new VPS may be eligible for a refund if cancellation is requested within 48 hours of activation and before significant provisioning or usage, such as substantial data transfer, CPU-intensive workloads, additional IP addresses, custom configuration or licensed software installed at your request.
After this period, or where significant usage has occurred, VPS charges are non-refundable. You can still cancel at any time to stop future renewals.
4. Non-refundable items
The following are non-refundable once the order has been processed:
- Domain registrations, renewals, transfers and redemption fees
- SSL certificates once issued by the certificate authority
- Software licences, including cPanel and Acronis Backup licences
- Setup fees, migration work and other completed professional services
- Renewal payments for any service
- Services suspended or terminated for breach of our Terms or Acceptable Use Policy
- Payments added to your account credit, except where required by law
5. How to request a refund
To request a refund within the eligibility period:
- Open a ticket from the Client Portal or email [email protected].
- Use the email address registered on your account.
- Include the invoice number, the service name and the reason for the refund.
- Refund requests are normally reviewed within 2 business days. If a request is approved, the service is cancelled and the refund is issued for the eligible amount.
6. How refunds are paid
Approved refunds are returned to the original payment method. Our payment partner usually completes the refund within 5–7 business days, although your bank may take longer to show it.
Where a refund to the original payment method is not possible, we will agree an alternative with you. Taxes are refunded together with the amount they were charged on.
7. Service credits
If a service does not meet our uptime commitment, you may be entitled to service credits under our Service Level Agreement. Service credits are applied to future invoices and are not paid in cash.
8. Chargebacks
Please contact us before raising a dispute with your bank. Services linked to a chargeback may be suspended while it is investigated.
9. Your statutory rights
Nothing in this policy limits any rights you have under applicable consumer protection law. We may update this policy from time to time; the version published when you placed your order applies to that order.
10. Contact
Refund and billing questions: [email protected]
Pre-sales questions: [email protected]