Refund Policy

Summary

Shared hosting and VPS plans come with a 30-day money-back guarantee on the first order. Domain registrations, SSL certificates, dedicated servers and development work are not refundable, for the reasons set out below. Where something is our fault, we fix it or refund it.

30-day guarantee — shared hosting and VPS

If you are not satisfied with a new shared hosting or VPS plan, ask for a refund within 30 days of the first invoice and we will refund the hosting fee in full, no questions asked.

The guarantee applies once per customer and covers the first billing period of a new service only. It does not apply to renewals, upgrades, additional services added to an existing account, or to an account terminated by us for breach of the Acceptable Use Policy.

Setup fees, where charged, are refunded with the plan. Overage charges already incurred are not.

Renewals

Renewal invoices are issued 14 days before the renewal date and a reminder is sent 3 days before. Once a renewal has been paid, the service runs for the period paid for; we do not refund unused time on a renewed term.

If you cancel before the renewal date, you are not charged. Cancel from the client area or by writing to contact@exotecho.com.

What is not refundable

• Domain names. Registration is paid to the registry immediately and cannot be reversed. You keep the domain for its full term and may transfer it away.
• SSL certificates. Once issued, a certificate cannot be un-issued. If a certificate has been requested but not yet issued, we can usually cancel and refund it.
• Dedicated servers. Hardware is provisioned and reserved specifically for you. The first term is not refundable.
• Third-party licences (control panels, commercial software) once activated.
• Overage and add-on charges for resources already consumed.

Development, consultancy and project work

Project work is quoted and scheduled specifically for you, so deposits are not refundable once work has begun; the deposit reserves the delivery window and covers the discovery already carried out.

If you cancel a project mid-flight, you are invoiced for work completed to that point and receive everything produced so far, including source code and documentation. If we cancel a project other than for your material breach or non-payment, we refund any amount you have paid that exceeds the value of work delivered.

Fixed-price deliverables are subject to the acceptance process in the statement of work. Where a deliverable does not meet the agreed specification, we correct it at our cost — that is the remedy, rather than a refund.

When we are at fault

The guarantee above is a floor, not a ceiling. If we fail to deliver a service you have paid for, or an outage exceeds the availability commitment in our Terms of Service, contact us. Service credits are applied against the following invoice; where a credit is not a meaningful remedy — for example, if you are leaving — we will refund cash instead.

Chargebacks

Please contact us before disputing a charge with your bank. A chargeback raised without contacting us first will result in the account being suspended while it is investigated, and we may recover the chargeback fee.

How to request a refund

Write to contact@exotecho.com from the email address on the account, quoting the invoice number. We acknowledge within one business day and process approved refunds within 10 business days, to the original payment method. Your bank may take a further few days to show it.