Renewals & Refunds Policy Explained

Billing questions are some of the most common tickets we get, so here's a plain-English rundown of how renewals are billed, what happens if a payment doesn't go through, and how refunds work. For the complete legal terms, see our full Refund Policy.

How renewal billing works

• An invoice is generated automatically before your service's due date (typically 7-10 days prior)
• You'll get email reminders as the due date approaches, with a link to pay from the client area
• Every paid invoice generates a GST-compliant tax invoice, downloadable from the client area
• Renewal pricing matches your original plan term unless you're notified in advance of a change

If a renewal payment fails or is missed

If payment isn't received by the due date, the service enters a short grace period during which it stays active while you settle the invoice. If it remains unpaid past the grace period, the service is suspended (your site and email stop working, but data is preserved) and later terminated with data removed after an extended period of non-payment. To avoid any interruption, renew a few days early or keep your saved payment method up to date in the client area.

Refund eligibility, in short

• New shared, reseller and WordPress hosting purchases carry a money-back guarantee window shown at checkout
• VPS/VDS, dedicated servers, domain registrations and licensed software (e.g. cPanel/Plesk licenses) are generally non-refundable due to upstream provisioning costs
• Renewal payments are not eligible for the money-back guarantee — it applies to first-time purchases only
• Approved refunds are processed to the original payment method within a few business days

Requesting a refund or cancellation

Open a ticket from the client area under Billing, or use the cancellation request form against the service in question, stating your invoice number and reason. Our billing team reviews every request against the eligibility window and confirms the outcome by email — the full terms and exact time windows are laid out on our Refund Policy page.