When you get money back, when you get credit, and when you get neither.
Short version: cancel any time and you keep the service until the period you have paid for runs out. We do not bill you again after that. Beyond the first fourteen days we do not refund unused time, and we would rather say that plainly here than bury it.
If you are within 14 days of your first payment and the service is not what you expected, ask us and we will refund it in full. No form and no reason required.
This applies to your first payment on an account, not to every renewal. It is meant to cover "I tried it and it is not right for me", which is a fair thing to discover after buying rather than before.
You can cancel whenever you like from the Billing section of the panel. Cancellation takes effect at the end of the period you have already paid for — we do not shut a site down the moment you click, because you paid through to a date and that date is yours.
We do not refund the unused remainder of a period. If you cancel a monthly plan on day three, you keep the site for the rest of that month and are not charged again.
Yearly plans are discounted precisely because they are paid up front, so the 14-day window is the refund route for them too. After 14 days a yearly plan runs to the end of its term.
If you cancel a yearly plan mid-term, tell us. We cannot promise a pro-rata refund as a matter of policy, but we would rather talk about it than have you feel trapped by a service you have stopped using.
Add-ons — extra sites, backups, the firewall, theme sync — are billed separately and follow the same rule: cancelling stops the next charge and the add-on stays active until the period you paid for ends.
Giving up an extra site slot is refused while you are actually using it. Delete a site first, then release the slot, or you would be over your own limit with a site nothing accounts for.
Where a refund is due you can take it as money back or as account credit, whichever suits you. Credit is applied to your balance immediately and settles future invoices automatically; a refund to your original payment method takes longer, because it depends on your bank rather than on us.
Invoices on this platform are settled manually rather than by card, so there is no card on file to reverse a charge to. In practice a refund means a bank transfer back to you, and we will need the account details to send it.
Sign in and open a support ticket from the Support section of the panel, telling us which invoice and, if it is not obvious, what went wrong. We aim to decide within five working days and to send an approved refund within ten working days of that decision.
If we say no, we will tell you why rather than leaving the ticket to go quiet.
We may revise this policy. The version that applies to you is the one published when you paid, and material changes are announced in the panel before they take effect.
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