Legal
Refund and Cancellation Policy
How cancellations work and when refunds are available.
Last updated
Draft, not yet in force. This document is awaiting legal review. Items marked “to be confirmed” will be finalised before launch.
Cancelling a service
You can request cancellation of a hosting service from your customer account, either at the end of the current billing period or immediately. Cancelling at the end of the period keeps the service running until then.
Hosting refunds
The refund window and any pro-rata rules for hosting plans will be stated here and on each plan before plans go on sale [to be confirmed]. Domain registrations generally cannot be refunded once registered, because registry fees are not recoverable.
If we cannot deliver
If we cannot set up a service you have paid for, and cannot resolve the problem within a reasonable time, we will refund the amount paid for that service.
Software projects
Cancellation and refunds for software development work are governed by the agreement for that project, which normally ties payments to milestones.
How refunds are paid
Refunds are returned through the original payment method where the payment provider supports it, otherwise by another agreed method. Every refund is recorded against the original invoice.
Requesting a refund
Request a refund from the related invoice in your account, or through the contact form, stating the invoice number and reason.