Refund policy

1. Scope

This policy governs when payments made for our services are refunded. It forms an integral part of the distance sales agreement you accept at checkout.

The rules below apply to hosting, virtual servers, email, SSL certificates and domain names alike. Where an exception applies to a particular service, it is stated in the relevant section.

2. Hosting and server services are non-refundable

Hosting and virtual server services are provisioned and made available to you immediately after your payment is approved. Because performance begins at that moment, the fee for a billing period that has started is not refunded. Cancelling mid-period does not produce a partial refund for the remaining days.

At checkout you expressly confirm that you want the service to start immediately and that, by giving that consent, you have no right of withdrawal. We do not provision any service without that confirmation.

We also state this on the product pages, because the worst time to learn a rule is after the invoice has been issued.

3. Domain registration and renewal

Registering or renewing a domain is an irreversible transaction carried out with the relevant registry at your request. The fee paid to the registry is not returned to us, so domain fees are not refundable under any circumstances.

This also applies if you mistype the name in your request. Please check the spelling before adding a domain to your cart; a registered name cannot be changed.

4. SSL certificates

SSL certificates are issued by the certificate authority once validation is complete. The fee for an issued certificate is not refunded.

If validation cannot be completed for reasons outside your control and no certificate is ever issued, you receive a full refund.

5. When we do refund

The rules above do not cover incorrect charges or charges with nothing behind them. We refund in the following cases:

• Duplicate payment: if you were charged more than once for the same service, the excess is refunded in full.
• Service never delivered: if we were unable to start the service you ordered for any technical or administrative reason, you receive a full refund.
• Incorrect amount: if a fault on our side charged you more than the advertised price, the difference is refunded.
• Termination by us: if we end your service without any breach on your part, the fee for the unused portion is calculated per day and refunded.

6. Cancellation and renewal

We do not lock you into a commitment. You can turn automatic renewal off from your customer panel at any time; the service then ends by itself at the close of the period you have paid for, and you are not charged again. Cancelling requires no phone call, no stated reason and no form.

We email you a reminder before a renewal is charged. If the renewal price is changing, we tell you separately before charging.

After a period ends your data is retained for a further window, during which you can download your backup. The retention window and what happens afterwards are set out in the service agreement.

7. How to request a refund

Open a support ticket from your customer panel. Include the relevant order number and the reason for the request.

We resolve refund requests within three business days and notify you of the decision in writing. If we decline, we write out why — we will not fob you off with "your request has been reviewed".

8. How and when refunds are paid

Refunds are returned via the same method you paid with. Card payments are refunded to the same card; we do not refund in cash or to a different account.

Once approved, we submit the refund to our payment provider the same day. How quickly it appears on your statement depends on your bank and is outside our control.

9. Questions

If anything here is unclear, ask us before you buy. Preventing an argument after purchase with a single question before it is better for both of us.