Refund Policy

Overview

This policy explains when refunds, cancellations and account credits are available for services bought directly from ServerNeed, and when they are not. It forms part of our terms of service.

It is written to be specific rather than reassuring. Knowing in advance that a domain is never refundable is more useful than a friendly sentence that leaves you to find out later.

The version of this policy in effect at the time of your purchase is the version that applies to it.

Eligibility for refunds

Whether something is refundable depends on what it is. Domains and other items bought from third parties on your behalf are never refundable; hosting has a window; one-off fees and custom work have their own rules. The sections below take them one at a time, and non-refundable items lists the exceptions in one place.

In every case: please tell us what is wrong before asking for a refund. Most issues turn out to be fixable, and our support team cannot resolve a problem it has not been told about.

Hosting services

Shared, WordPress, cloud and reseller hosting are covered by a 30-day refund window, on these terms:

• A new hosting account is eligible for a refund within 30 days of registration if you are not happy with the service and our support team is unable to resolve the issue.
• The refund covers the hosting plan only. It does not include SSL certificates, domain registration or other add-ons bought alongside it.
• It applies to the first hosting service on a new account only. Additional orders, re-signups after a previous cancellation, and second accounts are not eligible.
• Accounts bought under a promotion or with a promo code are excluded from the refund window.
• Setup fees are not refunded — see setup fees.
• Services suspended or terminated for breaching our acceptable use policy or terms of service are not eligible.

Domain registration & transfers

Domain registrations, renewals and transfers are not refundable, for any TLD. This is not us being difficult: the registry fee is paid to the registry the moment the domain is registered, and it is not returnable to us either.

Please check the spelling before you confirm. A domain registered with a typo is a domain you own, and it cannot be exchanged for the one you meant.

If a transfer fails because of something at our end, tell us — we will help you complete it, and we will look at the individual case.

VPS & dedicated servers

VPS and dedicated servers are not refundable. These are provisioned to you individually, with resources reserved from the moment the order completes.

Because of that, it is worth being sure before you order. Our VPS plans list what each one includes, and dedicated servers are quoted individually so you can ask every question before anything is charged. If you are unsure which size fits, ask us — that is what we are here for, and it costs nothing.

If a server does not work as described, that is a different matter from changing your mind. Tell us and we will put it right.

Software & website services

Web development, custom work and business software are assessed on the scope agreed, what has been delivered, and how much work has been done. Refunds on custom work are not guaranteed, because the cost is the time already spent on it.

Where a project is quoted individually, the terms of that quote apply in addition to this policy. The point to settle refund terms on a build is before it starts, not after — so ask, and we will put the answer in the quote.

Setup fees & one-time services

Setup fees, installation fees and other one-off charges are not refundable, unless we state otherwise in writing at the time of purchase. The work they pay for is done once, at the start, and it does not come back.

Where a setup fee applies it is shown before you pay, not after — on the plan card as well as at checkout. Every monthly VPS plan carries one; our hosting plans do not. If you cannot see one, there is not one.

This also means a refund of a hosting plan under the 30-day window returns the plan fee, not any setup fee paid with it.

Refund process

To request a refund, contact our support team with your order details and the reason. Customers can open a ticket, which is tracked against the account so whoever answers can see the service in question.

Tell us what is wrong first. Most issues can be resolved without a refund, and we would rather fix the service you wanted than return the money for one you did not get.

Every request is reviewed against this policy and approved before anything is returned. Once approved, a refund is typically processed within 7–10 working days, back to the payment method used where that is possible. How long your bank or provider then takes is outside our control.

Non-refundable items

In one place, so there are no surprises. The following are not refundable:

• Domain name registrations, renewals and transfers — any TLD.
• SSL certificates.
• VPS and dedicated servers.
• Setup fees, installation fees and other one-time charges.
• Third-party licences and products bought on your behalf.
• Any service suspended or terminated for a breach of our acceptable use policy or terms of service.
• Account credit that has already been applied — it stays on the account for future invoices.

Cancellations

You can cancel a recurring service at any time from your account, or by asking our support team. Cancellation stops future charges; it is not the same thing as a refund.

Cancellation takes effect at the end of your current billing period unless we agree otherwise, so you keep the service you have already paid for until it runs out. Cancelling partway through a period does not refund the unused part of it, except where the 30-day hosting window applies.

If a domain is attached to the service, cancelling the hosting does not cancel the domain — a domain is registered to you separately and continues until it expires.

Account credits

In some cases we may offer, or you may end up with, credit on your ServerNeed account — from an overpayment, from a refund issued as credit, or from an adjustment we make.

Account credit is not a wallet. It can be applied to ServerNeed invoices and used for renewals and future purchases, and that is all it can do. It cannot be withdrawn, converted back to cash, or transferred to another account, and it is held in a single currency.

Your credit balance and every entry that made it up are visible in your account. Those entries are a permanent record and are never edited or deleted — a correction is made by adding a reversing entry, so the history always adds up.

Chargebacks & payment disputes

Please contact us before starting a chargeback or a payment dispute. In most cases we can resolve the problem faster than your bank can, and a dispute takes weeks that a ticket takes hours.

A chargeback raised against an active service may result in that service being suspended while the dispute is open, because we cannot leave a service running on a payment that has been reversed. Where a dispute is raised in bad faith over a service that was delivered, we may suspend or close the account.

If you think you have been charged wrongly, tell us. That is a support question, and it is a much better first move than a dispute.

Policy changes

We may update this policy from time to time. When we do, the "last updated" date at the top of this page changes with it, and the revised policy is posted here.

The version in effect at the time of your purchase governs that purchase, so a later change never removes a refund right you already had.

Contact us

Questions about this policy, or unsure whether something you are about to buy is refundable? Ask before you buy. Open a ticket or email billing@serverneed.com.

Our phone number and other contact details are on the support page and in the footer of every page.