This policy explains how to cancel a Service and when you can get your money back. It forms part of our Terms of Service. It does not affect your statutory rights.
1. Your 14-day right to cancel (consumers)
If you are a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel a contract for services within 14 days of the day the contract is made, without giving a reason.
- At checkout you ask us to start your Service straight away. If you then cancel within the 14 days, we refund what you paid less a proportionate amount for the service already provided up to the time you told us you were cancelling.
- If the Service has been fully performed within the 14 days (for example a one-off setup or migration that has been completed), you lose the right to cancel it, as you acknowledged at checkout.
2. What cannot be refunded
- Domain registrations, renewals and transfers. These are made with the registry at your specific request and cannot be undone once submitted, so they are not refundable, except where we fail to complete the registration.
- SSL certificates once they have been issued by the certificate authority.
- Software licences and third-party subscriptions (for example Google Workspace or Microsoft 365 licences) once activated, except where the supplier's own terms allow a refund.
- Setup fees for work that has been completed.
3. Money-back guarantee
We do not offer a money-back guarantee beyond your statutory 14-day right to cancel described above.
4. How to cancel
Cancel from your client area (Services → Request cancellation), open a support ticket, or email [email protected] with your name, the Service and your request. You may use the model cancellation form below, but you do not have to.
To Hostingoor, [Registered office address], [email protected]:
I/We hereby give notice that I/we cancel my/our contract for the supply of the following service: [service and domain],
Ordered on: [date] · Name: [name] · Address: [address] · Date: [date]
5. How refunds are paid
We refund within 14 days of receiving your cancellation, using the same payment method you used, unless you agree otherwise. If you prefer, we can add the amount to your account credit instead.
6. Cancelling after the 14 days
You can cancel any Service at any time. It stays active until the end of the period you have paid for and does not renew. Payments for the current period are not refunded except where required by law or where we have failed to provide the Service as agreed.
7. If something goes wrong
If a Service is not provided with reasonable care and skill, you are entitled under the Consumer Rights Act 2015 to ask us to put it right, and if we cannot, to a price reduction. Please contact support first; most problems can be solved quickly.
8. Chargebacks
Please contact us before disputing a payment with your bank, so we can resolve the issue. Services linked to a disputed payment may be suspended while the dispute is open.