Refund and cancellation policy

1. Cancelling a service

Cancellation requests must be submitted in writing, either through the client portal or by email to [email protected] from the registered account contact. Verbal or chat requests are not treated as valid notice.

• Provide at least thirty days’ advance notice before the next renewal date.
• A request received with less than thirty days’ notice takes effect at the end of the following billing cycle, and that cycle remains payable.
• Cancellation stops future renewals. It does not by itself generate a refund of amounts already invoiced.
• Take a full backup before the cancellation date. Data on cancelled services is deleted and is not recoverable afterwards.

2. Cloud VPS refunds

A new cloud VPS may be cancelled for a full refund within seven days of first provisioning, provided the service has not been used in breach of the acceptable use policy and no abuse report has been raised against it. This applies once per customer, to a first order only. After seven days, the current billing period is non-refundable and cancellation takes effect at the end of it.

3. Dedicated server refunds

Dedicated servers are configured and allocated to a single customer, and capacity is withdrawn from inventory to do it. They are non-refundable once provisioned. If hardware cannot be delivered to the specification ordered and no acceptable alternative is agreed, the amount paid for that server is refunded in full.

4. Items that are never refundable

• Setup, migration, configuration and professional services fees, once the work has begun.
• Third-party licences, including control panel, operating system and security product licensing, once issued.
• Additional IP address allocations that have been assigned.
• Bandwidth overage, add-on backup storage and other usage-based charges already consumed.
• Domain registrations and renewals, which are governed by registry rules.
• Any service terminated by us for breach of the terms of service or the acceptable use policy.
• Partial months. Billing periods are not pro-rated on cancellation.

5. Service credits instead of refunds

Where we fail to meet a published availability commitment, the remedy is a service credit applied to a future invoice under the service level agreement. Service credits are not paid out in cash and do not convert into a refund.

6. Downgrades and plan changes

Upgrades are pro-rated against the remaining period and invoiced immediately. Downgrades take effect at the next renewal, and the difference for the current period is not refunded. A downgrade that cannot be met by the existing platform may require migration, which is quoted separately.

7. How to request a refund

Email [email protected] with the account name, service identifier, invoice number and the reason for the request. We acknowledge within two working days and issue a decision within seven working days.

8. Processing approved refunds

• Refunds are returned to the original payment method. Alternative destinations are not used.
• Processing typically completes within seven to fourteen working days after approval, subject to bank and gateway timelines.
• Payment gateway charges, bank fees and currency conversion losses are deducted where they are not recoverable by us.
• GST is adjusted in accordance with applicable tax law and a credit note is issued.
• Any outstanding balance on the account is set off against the refund before payment.

9. Chargebacks

Raise a dispute with us before raising one with your bank. A chargeback filed without prior contact results in immediate suspension of all services on the account pending resolution, and we will contest it with the transaction and service records.

10. Disputes

If you disagree with a refund decision, reply to the decision email within fifteen days setting out the grounds. Unresolved disputes are handled under the governing law and jurisdiction clause of the terms of service.