Orders that we cannot complete
If you have paid and we cannot set up an item, you get a full refund of that item, including its VAT. For example, the domain was registered by someone else before your payment completed, or the registry refuses the registration.
Before refunding, we may offer an alternative, such as a different domain or using your hosting on another domain, but you are free to choose the refund instead.
Domain names
- New registrations, renewals, transfers and restorations: these are not refundable once completed, because the registry charges for them immediately and cannot reverse them.
- Our mistakes: if we register the wrong domain because of our error, we will correct it at our cost.
Hosting and business email
- Within 7 days of set-up: you can cancel a new hosting or business email plan and get a refund of the amount paid for that plan. We deduct only any non-refundable third-party costs we have incurred. Request the refund through your client area or by contacting us.
- Abuse: this does not apply to plans that were suspended for breaking our acceptable use rules.
- After 7 days, and renewals: these are not refundable. Your service stays active until the end of the paid period.
- Domains bought with hosting: a domain bought in the same order follows the domain rules above.
Website development
- Before work starts: projects are paid according to the proposal. If you cancel before work starts, we refund what you have paid, less any agreed non-refundable deposit.
- After work starts: you pay for the work completed up to the cancellation date and for any third-party costs incurred, such as licences or premium plugins. We refund any amount paid beyond that.
- Delivered milestones: completed and accepted milestones are not refundable.
Digital marketing
- Advertising budget: money already spent on advertising platforms cannot be recovered. Any unspent budget we still hold when the service ends is refunded, or credited to your next campaign if you prefer.
- Monthly management fees: fees for a month that has started are not refundable. You can cancel future months with the notice given in your proposal.
How refunds are paid
- How: refunds go back to the original payment method. For Khalti payments, that is the Khalti wallet or account used to pay, and the VAT charged on the refunded amount is refunded with it.
- When: we aim to process approved refunds within 7 business days. The time it takes to reach you depends on Khalti or your bank.
- To whom: we do not refund to a different person or account. This is part of our anti-money-laundering controls.
How to ask
Contact us with your order reference, for example ORD-XXXX-XXXX, and the reason. You can do this from your client area or by using the details on our Contact page. We reply within 3 business days.
This policy does not affect any rights you have under consumer protection law where you live.