This policy brings together the cancellation, renewal and refund terms in our Terms of Service. Where the law permits, your proposal or order may set different service-specific terms. Statutory rights always apply.
1. Cancellation
Business customers may end a recurring service by giving 30 days' written notice before the end of the current term, unless their order states a different notice period. Either party may terminate an engagement for a material breach that is not remedied within 30 days of written notice.
To cancel, contact [email protected] from the email address associated with the account and include your company or account name, the service and the requested end date. We will acknowledge the request and confirm the effective date.
2. Renewals and notice
The billing interval, term, renewal arrangement and price are shown in the applicable checkout, proposal, order or invoice. Recurring services are billed in advance; project work is billed as agreed in the proposal. Unless otherwise agreed, new invoices are payable within 14 days of the invoice date. The due date shown on the invoice applies; a shorter due date may apply to a short service period.
If a service is set to renew, you can prevent the next renewal by giving the notice required by the applicable order before its renewal date. Price changes or service changes will be communicated in advance where required by law or the applicable order.
3. Refunds
Refund eligibility depends on the service, the point reached in its delivery and the applicable order. We do not exclude refunds that are required by law, including where a service is not supplied as agreed.
For a refund request, contact [email protected] with the account name, invoice number, service and reason for the request. We will assess the request against the applicable order and statutory rights, and confirm the outcome in writing.
4. Consumer rights
If you deal with us as a UK consumer, you may cancel a new VPS order within 14 days from the day after placing it. This statutory right does not extend to business orders or renewals. Consumer rights in other countries remain unaffected. Before ordering, we provide the service description, total price, billing period, cancellation information and key contract conditions.
If you ask us to start the VPS during the cancellation period, we will obtain the express request and acknowledgement required by law. Where permitted, we may deduct a proportionate amount for the service supplied before you cancel. To exercise the right, contact [email protected] with your order details before the 14-day period ends.