Cancellation & Refund Policy

In short: cancel a new hosting service within 90 days of your first payment and we refund the hosting fee. Domains, SSL certificates and licenses are not refundable, and renewals have their own rule below.

Our 90-day money-back guarantee

• If you cancel a new hosting service within 90 days of your first payment for it, we refund the hosting fee you paid for that service.
• The guarantee covers web hosting, WordPress hosting, WooCommerce hosting, reseller hosting, Cloud VPS and cPanel VPS.
• It applies to the first order of a service. It does not apply to renewals, which are covered in section 4.
• Upgrades you paid for within the first 90 days are included in the refund.
• We may decline repeated guarantee requests from the same person for the same type of service.

What is not refundable

• Domain registrations, renewals, transfers and restore fees, because they cannot be reversed once the registry has processed them.
• SSL certificates that have been issued.
• Software licenses, such as control panel licenses, and extra IP addresses.
• One-time services that have already been delivered.
• Services suspended or terminated because they broke our Terms of Service or Acceptable Use Policy.

Free domains

If your hosting plan included a free domain and you receive a refund under the guarantee, the domain stays registered in your name. We deduct the regular registration price of that domain from the refund. You keep full control of the domain and can renew it with us or transfer it elsewhere.

Renewals

• Renewal payments are not covered by the 90-day guarantee.
• If a hosting service renewed and you no longer want it, cancel it and ask for a refund within 7 days of the renewal payment, and we will refund that renewal.
• Domain renewals cannot be refunded.

Changing plans

When you upgrade or downgrade a plan, the price difference for the rest of your billing term is shown before you confirm the change.

How to cancel and ask for a refund

1. Log in to your client area.
2. Open the service and choose Request Cancellation. You can cancel straight away or at the end of the billing term.
3. To ask for a refund, open a ticket with our billing team and tell us which service it is for. You can ask for the cancellation and the refund in the same ticket.

Cancelling a service does not start a refund by itself, so please send the ticket. When a service is cancelled, its data is deleted, so download anything you need first.

How refunds are paid

• Refunds go back to the payment method you used, such as PayPal or your card.
• Once your refund is approved, we send it within 5 business days. How long it takes to reach your account depends on PayPal or your bank.
• Refunds are made in the currency you paid in. We cannot cover exchange rate differences or fees charged by your bank.
• If we cannot refund to the original method, we will agree another method with you, or add the amount to your account credit if you prefer.

Payment disputes and chargebacks

If you have a problem with a charge, please contact us first. We will look into it and fix any mistake. If a chargeback or payment dispute is opened, the related services may be suspended until it is resolved.

Your consumer rights

This policy does not affect any rights you have as a consumer under the mandatory laws of the country where you live.

Contact us

For billing questions, open a ticket or email support@hostelevate.com.