Refund policy
What can be refunded, what genuinely cannot, and how to ask.
Hosting, email and website builder
Refundable in full within fourteen days of the first payment on a new service, for any reason. After that a plan runs to the end of the term it was paid for and is not refunded pro rata — you keep the service you have paid for.
A renewal is not a new service, so the fourteen days apply to the first payment rather than to every one. If a renewal went through and you did not want it, say so quickly and we will look at it.
Domains are different
A domain registration is not refundable, and this is not a policy we chose. The moment a name is registered we have paid the registry for a year and that money is gone whether you keep the name or not. The same is true of a renewal and of a transfer.
What we can do is fix a mistake: a name registered with a typo, or an order placed twice. Tell us the same day and we will do what the registry allows, which is sometimes more than nothing and never a guarantee.
Certificates and add-ons
A certificate can be refunded before it is issued. Once the authority has issued it the cost is committed, in the same way a domain is.
How to ask, and what happens
Open a ticket from your dashboard with the invoice number. We review it, and an approved refund goes back to the method it came from — or to account credit if you would rather, which lands immediately instead of waiting on a bank.
A refund to a card or a mobile wallet takes as long as that provider takes, which is usually a few working days and is not something we can speed up from our side.