Refund Policy
How refunds and credits work across our care plans, hosting and managed cloud services.
Last updated 18 August 2026
Documents
First 14 days
New customers on a monthly care or hosting plan may request a full refund within 14 days of the first payment if the service has not been substantially used — for example, no migration completed and no significant support work delivered.
Monthly plans
After the first 14 days, monthly plans are non-refundable for the current cycle. Cancel before your next renewal date and no further charges apply.
Annual plans
Annual plans cancelled mid-term are refunded on a pro-rated basis for whole unused months, less any discount applied for paying annually.
Not refundable
Some charges cannot be refunded once incurred:
- Third-party cloud consumption, licences, domains and certificates already purchased on your behalf.
- One-off migration or project work that has been completed and delivered.
- Custom development hours already worked.
Service credits
Where an availability target in your service level agreement is missed, we issue service credits against future invoices instead of cash refunds.
How to request
Send a refund request from the billing contact on the account through our contact page, including the invoice reference. We respond within 5 business days and process approved refunds to the original payment method within 10 business days.
