How to request a refund

Asking for a refund should not feel like a confrontation, and on covered hosting plans it genuinely is not one — it is a short request against a published guarantee. This guide covers how to ask and what to expect; the exact terms of what is and is not covered are set out in full in our refund policy, and it is worth a quick read before you ask so you know where you stand.

The guarantee, briefly

New hosting plans come with a 30-day money-back guarantee. If a plan is not right for you within that window, you can ask for your money back. Beyond that headline point, exactly which products and payment terms are covered, and what is excluded, is spelled out in the refund policy rather than repeated here — that page is the definitive version, and this guide will not contradict it by guessing at details.

How to ask

1. Check you are within the window

   The money-back guarantee applies within a set period from your order — see the refund policy for the exact window and what it applies to. If you are unsure, ask anyway rather than assuming you have missed it; support can confirm your order date.

2. Open a ticket or email support

   Contact support and say directly that you would like a refund. There is no special form or script required — a plain statement of what you want is exactly what is needed.

3. Name the service and roughly when you ordered

   The service name, and an approximate order date if you have it, lets support find the right invoice quickly rather than searching your account manually.

4. Wait for confirmation

   Support will confirm whether the request falls within what the policy covers and let you know once it has been processed.

5. Check your original payment method

   Refunds are returned to whatever method you originally paid with. Processing times for that money to reappear depend on your bank or card provider rather than on us, once the refund has been issued from our side.

What a refund does to your service

Refunding a hosting plan generally ends that service — you are being returned the money you paid for it, so the service itself does not continue afterwards. If you want to keep the service running but simply have concerns about it, that is a support conversation rather than a refund request, and it is worth having that conversation first if what you actually want is for something to be fixed rather than for the account to close.

If your request falls outside the guarantee

Not every situation is covered by the 30-day guarantee — the refund policy sets out what is and is not included, and renewal charges outside the initial window are generally treated differently from a first purchase. If your circumstances are unusual, or you believe there are grounds for an exception, say so plainly when you contact support rather than assuming the answer in advance. Every request is looked at against the published policy, and being clear about what happened is the fastest way to get a clear answer.

Refund versus cancellation

These are two different requests. Cancelling stops a service from renewing again; a refund returns money already paid. You can do either without the other, and if you want both — to stop the service and get your money back — say that explicitly, since asking for one does not automatically trigger the other. See how to cancel a service if stopping future renewals is the part you actually need.

Keep it simple

The whole process is designed to be a short conversation: what service, roughly when you bought it, and that you would like a refund. There is no benefit to over-explaining or under-explaining — a clear, plain request against a clearly published policy is what gets a clear, fast answer.

Why we point you at a written policy instead of a promise

A refund policy that lives on a page you can read before you buy is worth more than a verbal assurance from any one person, because it applies the same way to every customer and does not depend on who happens to answer your ticket. That is also why this guide keeps sending you back to the policy itself rather than restating figures here: the policy is the version that is kept accurate, and a second copy of the same numbers in a knowledgebase article is exactly how the two eventually drift apart and confuse everyone.