1. Guarantee windows
Hosting fees are refundable within the window for that product, provided the account is in good standing and has not violated the Acceptable Use Policy.
- 30 days — shared, WordPress, reseller and email hosting.
- 7 days — VPS, dedicated servers and Windows RDP (provisioned compute).
The window starts on the paid order date. Upgrades, add-ons and renewals follow the same category window from that invoice’s payment date.
2. What is not refundable
Domain registrations, transfers and renewals are not refundable once submitted to the registry. SSL products issued by a third party, WHMCS or cPanel licences billed through us, and usage already consumed on metered add-ons are not refundable. Setup fees, if charged, are non-refundable after provisioning starts.
3. How to request
Signed-in customers can open a refund request from My Account on a paid order that is still inside the window. You can also submit a ticket with your order reference (DS-…). We refund to the original payment method where the gateway allows; otherwise we issue account credit.
4. After a refund
Services are suspended or terminated when a refund is approved. Data on the account may be deleted after cancellation — take a backup first. Chargebacks opened without contacting us may result in account closure.
5. SLA credits
Downtime credits are described in the Service Level Agreement and are separate from this money-back policy.