We want you to be completely happy with your hosting. If it isn’t right for you, you can cancel a new hosting service within 60 days and get your money back.
Important: to claim the guarantee, open a support ticket asking for a money-back cancellation. Please don’t use the standard cancellation request form – it doesn’t trigger a refund, and it may end the service without the guarantee being applied.
What’s covered
You can cancel a new hosting service within 60 days of the order date, including the day of the order, for a full refund of that hosting service’s fees. The guarantee covers:
- shared (web) hosting
- business hosting
- WordPress hosting
- VPS hosting
What isn’t covered
- domain names – registrations and renewals can’t be refunded once they’re submitted to the registry
- software licences
- Microsoft 365 – this follows Microsoft’s own cancellation and refund rules
- other add-ons
The guarantee applies once per customer, to your first order of each type of hosting. It doesn’t apply if you cancel and then reorder the same type of hosting.
How to claim
- Log in to your client area.
- Open a support ticket asking for a money-back cancellation.
- Make sure you do this within 60 days of your order date.
Using a ticket lets us process your refund correctly and deal with any domain included in your order.
If your order included a free domain
- If you want to keep the domain, we’ll deduct its registration cost from your refund.
- If you don’t want it, we’ll let it lapse.
- If you’ve already transferred it away, we’ll deduct its registration cost.
Extra rights if you’re a consumer
The guarantee applies to everyone, whichever hosting package you choose. What makes you a consumer is why you’re buying, not which package you buy – a business can choose web hosting, and an individual can choose business hosting. If you’re buying for personal use rather than for a business, you also have a legal right to cancel within 14 days of ordering. For hosting, the 60-day guarantee gives you more than this. For domains and licences, we start the service straight away at your request, so you lose the right to cancel once the domain is registered or the licence is issued. Your statutory rights still apply if a service isn’t provided with reasonable care and skill or as described.
The full wording is in clauses 5.1, 5.2 and 5.4 of our Terms of Service, and clause 3.5 of our Domain Registration Terms.
Any questions about this? Please contact our support team and we’ll be happy to help.
