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.

If you purchased your subscription online, you may cancel online through the client portal at any time. We will not require you to cancel through a different method (such as phone or email) than the method you used to subscribe.

2. Statutory Consumer Cancellation (EU/UK) UPDATED

2.1 Right of withdrawal — 14‑day cooling‑off period

If you are a Consumer in a jurisdiction with a statutory right of withdrawal for distance sales (including the UK and the EU/EEA under the Consumer Rights Directive 2011/83/EU and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013), you have the right to cancel the contract within 14 days of the date the contract was concluded, without giving any reason.

To exercise this right, you may: (a) use the cancellation mechanism in the client portal; (b) send a clear written statement of cancellation to [email protected]; or (c) use the Model Cancellation Form in the Terms of Service (Appendix D). The deadline is met if you send the communication before the 14‑day period expires.

2.2 Service start during the cooling‑off period

Because hosting services are typically needed immediately, at checkout we will ask you to expressly consent to the immediate start of the Services during the cooling‑off period and to acknowledge that:

• once the Services have been fully performed, you will lose the right of withdrawal; and
• if you cancel before full performance, you will be required to pay a proportionate amount for the services already supplied up to the time you communicated your cancellation, calculated on the basis of the total price agreed in the contract.

If we did not obtain this express consent and acknowledgment, the full cooling‑off right applies without deduction.

2.3 Refund upon withdrawal

If you validly withdraw within the cooling‑off period, we will reimburse all payments received from you (less any proportionate deduction for services already supplied where applicable) without undue delay, and in any event within 14 days from the day we are informed of your decision to withdraw. We will use the same payment method you used for the original transaction unless you expressly agree otherwise. You will not incur any fees as a result of such reimbursement.

2.4 Extension of cooling‑off period

If we fail to inform you about your right of withdrawal before the contract is concluded, the withdrawal period is extended by 12 months from the end of the original 14‑day period. If we provide the required information during that extended period, the withdrawal period expires 14 days after the day you receive it.

3. Voluntary Money‑Back Guarantee (Business and Consumer Customers)

In addition to any statutory rights, we offer a voluntary money‑back guarantee for certain first‑time hosting plan purchases. Unless the plan page or Order 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: (a) renewals; (b) upgrades or downgrades of existing plans; (c) accounts suspended or terminated for abuse, fraud, or material AUP violation; or (d) items listed in Section 4 (Non‑Refundable Items).

The voluntary guarantee is separate from, and in addition to, any statutory right of withdrawal described in Section 2. Where both apply, the longer period prevails.

4. Non‑Refundable Items UPDATED

Unless required by Applicable Law, the following are non‑refundable once processed or delivered:

• Domain registrations, renewals, transfers, redemption fees, and most registry fees (because these are submitted to third‑party registrars/registries and cannot be reversed).
• Third‑party license issuance (e.g., control panel licenses, SSL certificates) and add‑ons that are consumed or provisioned instantly.
• Professional services, migration work, and custom configuration that has already been performed or delivered.
• Managed service hours, support labour, and consulting work that has already been delivered, including troubleshooting, hardening, malware remediation, and any hands‑on work completed at your request.
• Setup fees and custom work performed at your request.

For managed or support packages with recurring billing, cancellation stops future renewals. Work already delivered in the current billing period is non‑refundable. If you cancel partway through a period during which managed work has not yet been performed, we will refund the unused portion on a pro‑rata basis.

5. Abuse, Fraud, and Chargebacks UPDATED

5.1 Abuse and fraud

If we suspend or terminate your Service for fraud, abuse, or material AUP violations, you are not eligible for the voluntary money‑back guarantee described in Section 3. This does not affect any statutory rights you may have as a Consumer.

5.2 Chargebacks and payment disputes

If you believe a charge is incorrect or unauthorized, we encourage you to contact us first via the client portal or [email protected]. We aim to resolve billing concerns within 5 business days of receipt.

If you initiate a chargeback or payment dispute with your bank or payment provider for a charge that was authorized and where you did not first attempt good‑faith resolution with us:

• We may temporarily suspend the affected Services as a proportionate fraud‑prevention measure while the dispute is investigated. Suspension is a protective measure, not a penalty, and we will reinstate the Services promptly if the dispute is resolved in our favour or withdrawn.
• Where permitted by Applicable Law, we may recover reasonable dispute/chargeback fees charged to us by payment processors (typically the processor's per‑incident fee). We will not charge punitive fees beyond actual costs incurred.

Consumer protections preserved: Nothing in this Section limits a Consumer's statutory rights regarding unauthorized transactions, fraudulent charges, or other protections under payment card scheme rules, the Consumer Credit Act 1974 (UK), the Payment Services Regulations 2017 (UK), the EU Payment Services Directive, the Fair Credit Billing Act (US), Regulation E (US), or equivalent Applicable Law. If your bank or card issuer determines that a charge was unauthorized, we will not penalize you for exercising your rights.

6. Refund Method and Timing

Approved refunds are issued to the original payment method where possible. Processing times depend on your payment provider (typically 5–10 business days). We may refuse to refund to a different method unless required by law or where the original method is unavailable, in which case we will use a reasonable alternative.

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 (Section 2). We will acknowledge refund requests within 2 business days and provide a decision within 5 business days, unless further investigation is required.

8. Pricing Errors and Duplicate Charges

If we make a billing error (such as duplicate charging or charging the wrong amount), we will correct it promptly and refund the overcharge. If you notice a billing discrepancy, please contact us and we will investigate without delay.

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 full 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. This is because domain registrations involve real‑time third‑party transactions that cannot be reversed. Exceptions apply only where mandatory law requires otherwise or the registry explicitly permits a refund (e.g., certain registry grace periods for newly registered domains).

11. Self‑Managed Plans

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. If a platform‑level issue prevents you from using the Service, Service Credits may also be available under the SLA.

12. Auto‑Renewal Disclosures and Compliance NEW

12.1 Pre‑purchase disclosure

Before you complete your purchase of any automatically renewing Service, we will clearly and conspicuously disclose: (a) that the subscription will automatically renew; (b) the renewal price (or how it is determined); (c) the renewal frequency / Billing Cycle; and (d) how to cancel. These disclosures are provided on the Order Page before your billing information is submitted.

12.2 Affirmative consent

We will obtain your affirmative consent to the auto‑renewal terms before processing the initial charge. Consent is obtained through a clear, separate indication on the Order Page (for example, a clearly labelled checkbox or confirmation step) and is not bundled with consent to other terms.

12.3 Confirmation

After purchase, we will send a confirmation to the email address on your Account that includes: (a) a summary of the auto‑renewal terms; (b) the cancellation procedure; and (c) a link to the client portal where you can manage or cancel your subscription.

12.4 Renewal reminders

We will send a renewal reminder to the email address on your Account before each renewal date. For annual or longer billing cycles, the reminder will be sent at least 30 days before renewal. For monthly billing cycles, the reminder will be sent at least 7 days before renewal. Renewal reminders will include the renewal price, the renewal date, and instructions on how to cancel.

12.5 Easy cancellation

You can cancel any auto‑renewing subscription through the client portal at any time. Cancellation is available through the same medium (online) that you used to subscribe. We will not require you to make a phone call, send a letter, or complete unreasonable steps to cancel. During the cancellation process, we may present a retention offer or request feedback, but a clear option to proceed with immediate cancellation will always be prominently displayed.

12.6 Applicable law

This Section is intended to comply with the EU Consumer Rights Directive, the UK Consumer Contracts Regulations 2013, the U.S. Restore Online Shoppers' Confidence Act (ROSCA), applicable U.S. state automatic renewal laws (including California, New York, Colorado, Virginia, and other states where applicable), and equivalent Applicable Law. Where any Applicable Law imposes stricter requirements, those requirements prevail.

13. Managed and Support Services NEW

Managed hosting, technical support packages, and professional services involve human labour and expertise beyond the provision of server resources. The following applies to such services:

• Work already delivered (including completed migrations, security audits, malware remediation, configuration work, troubleshooting hours, and consulting) is non‑refundable because the labour cannot be "returned".
• Recurring managed packages (e.g., monthly managed hosting with proactive maintenance) may be cancelled at any time through the client portal. Cancellation stops future renewals. For the current billing period: (a) if managed work has already been performed, no refund is due; (b) if no managed work has been performed in the current period, we will refund the unused portion on a pro‑rata basis.
• Statements of work: Where a statement of work governs the engagement, cancellation and refund terms in the statement of work apply. If not specified, the general terms above apply.

Statutory consumer cooling‑off rights (Section 2) apply to managed services to the extent required by Applicable Law, subject to the rules on service start during the cooling‑off period.

14. General

14.1 No waiver of statutory rights

Nothing in this policy limits or excludes any mandatory rights you may have under Applicable Law, including statutory rights of withdrawal, rights regarding defective digital content or services, or protections under consumer credit or payment regulations.

14.2 Disputes about refund decisions

If you disagree with a refund decision, you may escalate through our support channels. If you are a Consumer in the EU, you may also use the Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr. Nothing prevents you from pursuing remedies available under Applicable Law.

14.3 Changes to this policy

We may update this policy from time to time. Material changes will be notified in accordance with the Terms of Service. Changes do not apply retroactively to refund requests already submitted.