1Overview
This policy explains when we refund payments for HostingStall services and how to cancel a service. It forms part of our Terms of Service.
2Web hosting money-back guarantee
If you are a new customer and cancel a Linux or Windows hosting plan within 7 days of your first order, we will refund the hosting fee. The guarantee applies once per customer. It does not cover domains, paid SSL certificates, licences or add-ons, or accounts closed for breaking our Acceptable Use Policy.
3Dedicated servers, Mac minis and cloud VPS
Servers are prepared and reserved for you, so dedicated servers, instant servers, Mac minis, cloud VPS and virtual dedicated servers are not refundable once they have been delivered (that is, once your login details have been sent).
- If you cancel before delivery, we refund your payment in full.
- If we do not deliver within 7 days of the setup time shown for the product, you can cancel and receive a full refund.
4Non-refundable items
- Setup fees
- Software licences, such as Windows Server, cPanel, Plesk and CloudLinux
- Domain registrations, transfers and renewals
- Additional IP addresses
- Hardware ordered specially for you
- Managed work already carried out, such as migrations
- Account credit, which stays available to use on future invoices
5How to cancel
- Log in to the client area.
- Open the service and choose Request Cancellation.
- Choose to cancel immediately or at the end of the billing period.
To stop a renewal, submit your request before the next invoice due date. For your security, we cannot accept cancellations by phone or chat. Please back up your data first: it is deleted when the service ends.
6Renewals
Services renew automatically. Renewal payments are not refundable, so please cancel before the due date if you no longer need a service.
7How refunds are paid
Approved refunds are paid to the original payment method within 7 to 10 business days. Bank transfer refunds are paid to a verified account in the customer's name. If you prefer, we can add the amount to your account as credit instead. We cannot refund fees charged by banks or payment providers.
8Chargebacks
Please contact us before disputing a payment with your bank; we will try to resolve the issue quickly. Accounts with an open chargeback are suspended until it is resolved.
9Downtime credits
Compensation for downtime is given as service credit under our Service Level Agreement, not as a cash refund.
10Contact us
Questions about a refund? Email support@hostingstall.com or open a support ticket.