Refund policy

Summary

Thirty days on hosting and VPS. No questions, no retention call, no form designed to be hard to find. Some things genuinely cannot be refunded because we have already paid a third party for them, and those are listed below.

1. Thirty-day money back

New shared hosting and VPS orders can be cancelled for a full refund within thirty days of the order date. This applies once per customer per service type. It covers the service fee only, not the non-refundable items in section 3.

Ask by writing to billing@webserv.online with your reference number. We will ask what went wrong, because we would like to fix it, but the refund does not depend on your answer.

2. After thirty days

Monthly plans are not refunded mid-term. Cancel and the service runs to the end of the period you have paid for. Annual plans cancelled after thirty days are refunded pro-rata for whole unused months, less any discount you received for paying annually.

3. Not refundable

• Domain registrations, renewals and transfers. Once a domain is registered, the registry has been paid and the fee cannot be recovered. The domain remains yours and can be transferred away freely.
• Third-party licences. Control panel, commercial plugin and SSL licences bought on your behalf.
• Dedicated servers. Hardware is provisioned specifically for you. Dedicated services are refundable only where we fail to deliver a working machine.
• Completed design work. See section 4.
• Accounts terminated for breach of the acceptable use policy.

4. Web design projects

Design projects are refundable in full until work starts. Once we have begun, a refund covers the portion of the project not yet delivered, assessed against the stage the work has reached and not against a percentage table.

If we miss an agreed delivery date by more than two weeks for reasons on our side, you may cancel and receive a full refund regardless of stage, and you keep whatever has been produced so far.

5. Service level credits

Credits for missed availability are separate from this policy and are covered by the service level agreement. Where you leave rather than continue, credits are paid out in cash rather than held against a closed account.

6. How refunds are paid

Refunds go back by the method you paid with. Card refunds are issued through Stripe within five business days of approval, and typically appear on your statement within a further five to ten days depending on your bank. Bank transfers are sent within five business days of approval.

We do not charge a processing fee on a refund and we do not deduct the payment processor's fee from what we return to you.

7. Chargebacks

If something is wrong, tell us before you tell your bank. A chargeback costs us a fee and takes weeks, whereas a refund takes days and we will usually just agree to it.

Where a chargeback is raised on an active account we may suspend the service until it is resolved, because we are obliged to respond to the dispute either way.

8. Statutory rights

If you are a consumer, this policy sits alongside your legal rights and does not replace them. Where the law of your country gives you a stronger right of withdrawal than this policy, that right applies.