Refund Policy

1. Refund within 15 days

If you change your mind about a new service, you can ask for a refund within 15 days of its first payment. We refund 100% of that payment to the payment method you used, except any setup fee, which is never refunded.

2. What the 15 days cover

• The 15 days start on the day you make the first payment for a newly purchased service.
• They cover that first payment only, not renewal payments.
• A server management plan bought for a server you already have is a new service: its own 15 days start with its own first payment.

3. What we cannot refund

• Domain names, including registrations, renewals, transfers and domain add-ons such as ID protection.
• Software licences, such as a paid operating system or application licence.
• Setup fees, such as the one-time setup fee of a bare metal server, because they pay for the manual work of preparing it.
• One-off technical work that we have finished, such as a completed website migration, troubleshooting job or malware cleanup.
• Renewal payments.

If an order mixes these with other items, we refund the other items.

4. How to ask for a refund

Open a support ticket from your account within the 15 days and tell us which service you want refunded. When we refund a service, we cancel it, and it stops straight away.

5. Where the money goes

• Card payments go back to the same card, and PayPal payments to the same PayPal account.
• Payments from your account balance go back to your account balance.
• Payments made any other way go back the way they came.

Our team makes each refund by hand. How long the money takes to reach you depends on your bank or PayPal.

6. After 15 days

After the 15 days, payments are not refunded. You can ask to cancel a service at any time, from your account or by support ticket. Billing then stops, and the service runs until the end of the period you have already paid for. The unused part of that period is not refunded or credited. A server management plan ends with its server: if the server is cancelled, the plan ends too, and the unused part of its year is not refunded or credited.

7. Questions

Open a support ticket from your account, or use the contact form on our Support page.