1. 30-day money-back guarantee
If you are not satisfied with a new VPS or hosting plan, cancel it within 30 days of your first purchase and we will refund the amount you paid for that plan. The guarantee applies to:
- VPS plans (KVM 1, KVM 2, KVM 4, KVM 8);
- web hosting, WordPress hosting and agency hosting plans;
- PomeloHost Mail plans.
The guarantee applies to your first purchase of each type of plan. It does not apply to accounts terminated for violating our Terms of Service or Acceptable Use Policy.
2. What is not refundable
- Domain registrations, renewals and transfers, because they are paid to the registry when processed. If a free domain was included with your plan and you request a money-back refund, we deduct the standard price of the domain, and the domain remains yours.
- Microsoft 365 licenses. Microsoft allows cancellation with a prorated refund only within a short window after purchase or renewal (currently 7 days for most plans). After that window, the license is non-refundable for the rest of its term.
- Third-party licenses, such as cPanel, after they have been activated.
- Completed migrations, setup work and professional services that have already been delivered.
- Additional IP addresses after they have been assigned.
3. Renewals
Renewal payments are refundable if you cancel within 7 days of the renewal charge and have not used the renewed service in a way that consumes paid resources beyond normal operation. You can turn off auto-renewal at any time in your account.
4. Upgrades and downgrades
When you upgrade a plan, you pay the prorated difference for the rest of your term. When you downgrade, the difference is added to your account as credit for future invoices.
5. Managed IT and development services
- Managed IT is billed monthly in advance. You may cancel with 30 days’ written notice. Months already started are not refunded. One-time onboarding fees are non-refundable once onboarding has begun.
- Development projects are billed by milestone under the statement of work. Payments for milestones already delivered are non-refundable.
- If a project is cancelled, you pay for work completed up to the cancellation date.
6. How refunds are paid
We refund to the original payment method within 10 business days of approving your request. If that is not possible, we issue account credit or another method we agree on with you.
7. How to request a refund
Cancel the service in your account and open a billing ticket, or email [email protected] with your account email and the service you want refunded.