Refunds and the 7-day cooling-off period

This is a short summary. The complete rules are in our Refund & Cancellation Policy, which applies if there is any difference.

7-day cooling-off for consumers

If you are a consumer (an individual buying for your own use) and you bought online, you may cancel within 7 days of the agreement without giving a reason. We refund the hosting or email fees you paid, less domain fees already paid to the registry, once-off setup work already done and any third-party costs already paid for you. Refunds are paid within 30 days.

After the cooling-off period

• Monthly plans: you can cancel any time, and keep the service until the end of the paid month. No refunds for part-months.
• Multi-month or annual prepayments: no refund for unused time if you cancel early.
• Domains: not refundable once registered, renewed or transferred. If a registration or transfer fails, you get a full refund or credit.
• If we fail to deliver: if we cannot provide a service you paid for and cannot fix it in a reasonable time, we refund the part that was not delivered.

How to ask for a refund

Contact support with your invoice number and the reason. Please do not raise a bank chargeback first, as it can lead to your services being suspended while it is resolved.

Refunds are paid in ZAR, normally to the account or card you paid from, or kept as Client Area credit if you prefer.