Refund Policy

1. Eligibility for refunds

Refunds may be available for certain hosting services where we offer a refund period or where required by law. Eligibility depends on the type of service, how long you have had the service, and whether you have used it in a way that would make a refund unfair or ineligible under this policy. This policy does not replace any statutory rights you may have as a consumer.

2. Refund window (where applicable)

Where we offer a money-back or trial period for hosting services, you may request a full refund within that period (e.g. within 30 days of the initial purchase, where such an offer is in place). The refund window applies only to the first purchase of the relevant service and only to the extent stated on our website or in your order. After the refund window has passed, or if no such offer applies to your service, refunds are subject to the rest of this policy and are not guaranteed.

3. Non-refundable services

The following are generally non-refundable once the service has been provided or the order has been completed:

• Domain names: Domain registration, renewal, and transfer fees are typically non-refundable. Domains are regulated by registries and registrars; once registered or renewed, the fee is paid to third parties and we cannot recover it.
• Licences and add-ons: Third-party licences (e.g. software licences) and add-on products that we purchase on your behalf are usually non-refundable once provisioned.
• Setup or one-off fees: One-time setup fees or similar charges may be non-refundable once the work has been done or the service has been activated.

If you are unsure whether a particular fee is refundable, contact us before purchasing or before requesting a refund.

4. Refund request process

To request a refund:

• Contact us via your client area or our contact page within any applicable refund window.
• Clearly state that you are requesting a refund and for which service or invoice.
• Provide any information we reasonably need to process your request (e.g. account details, invoice number).

We will review your request and respond within a reasonable time. If your request is approved, we will process the refund using the same payment method you used for the original payment, where possible. Refunds may take several business days to appear depending on your bank or payment provider.

5. Payment method and limitations

Refunds are generally issued to the original payment method. If that is no longer possible (e.g. card expired), we may offer an alternative such as account credit, where permitted. We cannot refund to a different person or payment method without your explicit authorisation. Some payment methods or jurisdictions may have restrictions; we will inform you if we cannot issue a refund in the form you expect.

6. Abuse prevention

We reserve the right to refuse refunds where we have reason to believe that the refund policy is being abused. Examples include repeatedly purchasing services and requesting refunds, using the service in violation of our terms or Acceptable Use Policy before requesting a refund, or providing false information. In such cases we may deny the refund and may suspend or terminate the account.

7. Policy changes

We may update this Refund Policy from time to time. We will post the updated policy on our website and update the "Last updated" date. Changes apply to refund requests made after the update. For existing customers, we will apply the policy that was in effect at the time of your purchase where that is more favourable to you, where required by law.

8. Contact

For refund requests or questions about this policy, please contact us via our website at /contact or through your client area.

Last updated: February 4, 2026