Refunds and your 30-day guarantee

Hosting plans come with a 30-day money-back guarantee. If a plan isn't right for you, cancel within 30 days of the first purchase and we refund the hosting fee in full — open a ticket and tell us why.

It covers a first purchase of a hosting plan only. Domains, SSL certificates and other third-party products are excluded.

What can't be refunded

• Domains — registrations, transfers and renewals are paid straight to the registry and can't be reversed.
• SSL certificates, software licences and add-ons supplied by third parties.
• One-off setup or migration work once it has been performed.
• Renewals once the new billing term has started.

Nothing auto-charges: a renewal happens only when its invoice is paid, so cancel the service before that invoice is due to avoid it (see Cancelling a service).

How to request a refund

Open a ticket from Tickets → New ticket with your invoice number and the reason for the request — or email [email protected]. Approved refunds go back to the original payment method within 10 business days; if that method is no longer available we'll issue account credit instead.

If a service misses our uptime target, the remedy is a service credit under our SLA rather than a cash refund.

Our full Refund Policy has the detail, including how the Australian Consumer Law applies — nothing in it limits your rights.