Refund & Cancellation Policy

Last updated: 9 September 2026

This policy explains cancellation, money-back eligibility, non-refundable services and how refunds are calculated.

1. General Rule

Refund rights depend on the Service purchased, the applicable product page and whether provisioning or third-party costs have already occurred. Refunds are available only to the original payer and normally return to the original payment method where technically possible.

2. 30-Day Hosting Guarantee

For first-time purchases of shared Web Hosting, WordPress Hosting, Reseller Hosting and Lifetime Hosting products that expressly advertise a 30-day money-back guarantee, the Customer may request cancellation within 30 calendar days of the initial activation date. Renewals, upgrades, add-ons and repeated purchases are not covered unless required by law.

3. VPS and Cloud Servers

VPS or cloud-server refunds are available only where the specific product page or Order Form expressly displays a money-back guarantee. The exact period stated at checkout or in the order confirmation governs. If no guarantee is stated, the Service is non-refundable once provisioned. Abuse, IP reputation complaints caused by Customer activity, custom configurations, Windows/license fees, additional IPs and bandwidth overages are non-refundable.

4. Dedicated Servers

Dedicated servers are generally non-refundable after provisioning, hardware reservation, datacenter commitment or custom configuration. If cancellation is requested before provisioning and no non-recoverable supplier cost has been incurred, we may approve a full or partial refund at our discretion or as required by law.

5. Non-Refundable Items

  • Domain registrations, renewals, transfers and redemption fees after submission to the registry/registrar;
  • SSL certificates after issuance;
  • Software licenses, including WHMCS or other third-party licenses, after activation or vendor commitment;
  • Dedicated IP addresses, setup fees, migrations, administration or custom work already performed;
  • ionCube encoding or other professional services once processing has begun;
  • fees arising from abuse, chargebacks, penalties, overages or breach of policy;
  • cryptocurrency or other payment methods where reversal is technically unavailable, except where law requires another remedy.

6. Lifetime Plans

Where a Lifetime Hosting page expressly advertises a 30-day money-back guarantee, the guarantee applies to the initial one-time fee subject to this policy. After the guarantee period, the one-time payment is non-refundable except where required by law.

7. How to Cancel

Submit a cancellation request from the HostingTom client area/support portal before the next renewal date. Merely stopping use, removing a website, cancelling a card or allowing a payment to fail does not constitute cancellation. Customers should export data before the termination date.

8. How to Request a Refund

Open a support ticket and include the order/service identifier, transaction reference, reason for cancellation and requested remedy. We may verify identity and payment ownership before processing. Approved refunds are processed after deducting non-refundable third-party charges, usage-based charges or credits already consumed where permitted by law.

9. Chargebacks

Please contact us before initiating a payment dispute so we can investigate. Fraudulent or abusive chargebacks may result in immediate suspension and recovery of reasonable costs. Nothing in this clause limits rights available under applicable payment or consumer law.