Refund policy
90-day money-back guarantee
Try your hosting properly, for as long as three months. If it is not right for you, ask within 90 days of your first payment and the hosting fee comes back. No cancellation fee, no retention call, no reason required.
What is covered
Every product, and exactly where it stands
The guarantee covers hosting. Some products are paid to a registry or supplier the moment you order them, so they cannot come back, and we would rather say so here than at the end of a ticket.
| Product | Guarantee | Window | What it means |
|---|---|---|---|
| Web hosting | Covered | 90 days | Everything you paid for the service in its first 90 days. |
| WordPress hosting | Covered | 90 days | Same terms as web hosting. |
| WooCommerce hosting | Covered | 90 days | Same terms as web hosting. |
| Reseller hosting | Covered | 90 days | Same terms as web hosting. |
| Hosting renewals | Partly | 7 days | If a renewal is charged and you no longer want the service, tell us within 7 days of the charge. |
| Domain included free with a plan | Partly | n/a | The standard one-year price of the domain is deducted. The domain stays registered to you. |
| SSL certificates and software licences | Partly | Supplier's window | Refunded only where the certificate authority or licence supplier refunds us. |
| Domain registrations, transfers and renewals | Not covered | n/a | The registry fee is paid the moment the domain is registered. |
| Cloud servers and cPanel servers | Not covered | n/a | Server capacity and licences are paid for from the first hour. Cancel any time to stop the next invoice. |
| Website maintenance plans | Not covered | n/a | The work is done as the month runs. Monthly plans can be cancelled any time. |
| Custom development and extra migration work | Not covered | As quoted | Quoted separately; refund terms are written into the quotation. |
Check your order
Will my order be refunded?
Pick what you bought and how long ago you paid. The answer follows exactly the same rules as the policy text.
Yes, full refund of the hosting fee
You are inside the 90-day window. Everything you paid for this hosting service is refunded. If a free domain came with the plan, its standard one-year price is deducted and the domain stays yours.
Open a Billing ticketHow to ask
Four steps, and none of them is a phone call
Keep a copy
Download a full backup from cPanel, or ask us for one. After a refund the service is closed and its data deleted.
Open a Billing ticket
From the client area, choose the Billing department and name the service. Telling us why is welcome but optional.
We confirm the amount
We reply with exactly what will be refunded and any deduction, before anything is cancelled.
Money back
Refunds go to the original payment method within five working days of approval. Your bank or PayPal may take a few days more to show it.
The policy in full
The rules, written out
01The guarantee
- 1.1
The money-back guarantee applies to the first purchase of a web hosting, WordPress hosting, WooCommerce hosting or reseller hosting service.
- 1.2
You must ask for the refund within 90 calendar days of the first payment for that service.
- 1.3
It applies on every billing cycle. We refund everything you paid for that hosting service during its first 90 days.
- 1.4
Orders placed with a discount or promotion are covered. We refund the amount you actually paid.
02What is deducted
- 2.1
If a domain was included free with your plan, we deduct its standard one-year registration price. The domain remains registered to you for the term paid.
- 2.2
Third-party products bought with the plan, such as paid SSL certificates or licences, are deducted unless the supplier refunds us.
- 2.3
There is no cancellation or administration fee.
03Renewals
- 3.1
The 90-day guarantee applies to the first purchase only, not to renewals.
- 3.2
If a hosting renewal is charged and you no longer want the service, tell us within 7 days of the charge and we refund that renewal.
- 3.3
You can turn off auto-renew at any time in the client area, and we send a reminder before every renewal.
04Not covered
- 4.1
Domain registrations, transfers, renewals and restorations, because the registry fee is paid as soon as the order is processed.
- 4.2
Cloud servers and cPanel servers.
- 4.3
SSL certificates and software licences, except where the supplier refunds us.
- 4.4
Website maintenance plans.
- 4.5
Custom development and migration work beyond what your plan includes. Refund terms for that work are set out in its quotation.
05When a refund is refused
- 5.1
Services suspended or terminated for breach of our Acceptable Use Policy or Terms of Service.
- 5.2
Orders paid with stolen or unauthorised payment details, or where a chargeback or payment dispute has already been opened.
- 5.3
Repeated sign-ups made to use the guarantee more than once.
06How refunds are paid
- 6.1
Refunds are paid to the original payment method, in the currency you paid in.
- 6.2
We process approved refunds within five working days. Banks and PayPal may take longer to show the money in your account.
- 6.3
If the original payment method can no longer receive a refund, we agree another method with you in writing.
07After a refund
- 7.1
The refunded service is cancelled and its data is deleted. Take a backup or move your website first.
- 7.2
On request, we provide a full backup of the account before it is closed.
- 7.3
Domains registered through us stay registered to you and keep working with any other host.
08Your other rights
- 8.1
This guarantee is in addition to any rights you have under consumer law, and does not reduce them.
- 8.2
If this policy changes, orders placed before the change are handled under the version in force when you ordered.
- 8.3
Questions go to billing@hostelevate.com, or open a ticket in the Billing department.
Questions
Refund questions, answered
Is there a cancellation fee?
No. If the order is covered, you get back what you paid for the hosting, minus only a free domain's standard price if one came with the plan.
Do I have to give a reason?
No. Telling us what did not work helps us improve, but the refund does not depend on it.
Will my website stay online after the refund?
No. The refunded service is closed and its data deleted, so move your website or take a backup first. We can give you a full backup before we close the account.
Will I lose my domain?
No. A domain registered through us stays registered to you for the term paid, and you can point it at any other host.
Does it apply to monthly plans?
Yes. On any billing cycle, everything you paid for that hosting service in its first 90 days is refunded.
Can I refund one service and keep the others?
Yes. Refunds are handled per service, so your other services carry on as normal.
How long does the money take to arrive?
We process approved refunds within five working days. After that it depends on your bank or PayPal, which usually takes a few more days.