Refund and Cancellation Policy
This policy explains how refunds, cancellations, renewals, billing changes and service cancellations are handled for WP Performance Hosting services.
Review the billing rules that apply
Refund Scope
What this Refund Policy covers
This Refund Policy applies to purchases made through WP Performance Hosting, including WordPress hosting plans, WooCommerce hosting plans, WordPress care plans, WooCommerce care plans, email add-ons, domain-related services and selected support services.
Refunds are assessed based on the service purchased, the billing period, whether the service has been activated, whether work has started and whether third-party or supplier costs have already been incurred.
Some services are non-refundable once submitted, processed, activated or delivered. This includes domain registration, domain renewal and domain transfer fees once they have been submitted or processed.
This policy should be read together with our Terms of Service and any service-specific terms shown at checkout, on invoices or in written service communications.
Hosting Refunds
Refunds for hosting plans
Hosting plans are billed on the monthly or yearly billing cycle selected at checkout. Once a hosting service has been activated, configured, migrated, provisioned or made available for use, the payment for that billing period is generally non-refundable.
If a customer cancels a hosting plan, the service will usually remain active until the end of the current paid billing period. Cancellation does not automatically create a refund for the unused portion of that billing period.
Where a duplicate payment, billing error or accidental charge has occurred, we will review the issue and may provide a correction or refund where appropriate.
Yearly hosting plans may include benefits such as discounted pricing, eligible domain inclusions or setup-related inclusions. If a refund is approved for a yearly plan, any used or non-refundable inclusions, supplier costs or completed work may be deducted from the refund amount.
Refunds are not provided for performance issues caused by customer-managed plugins, themes, scripts, third-party services, website configuration, excessive resource use, prohibited activity or issues outside our reasonable control.
Care Plan Refunds
Refunds for care plans
WordPress Care Plans and WooCommerce Care Plans are billed on the monthly or yearly billing cycle selected at checkout. These plans cover ongoing service availability, scheduled checks, maintenance tasks and included support allowances where applicable.
Once a care plan billing period has started, the payment for that period is generally non-refundable, even if the customer does not use all included checks, service coverage or support allowance during that period.
If a customer cancels a care plan, the service will usually remain active until the end of the current paid billing period. Cancellation does not automatically create a refund for the unused portion of that billing period.
Refunds are not provided for unused support allowance, unused maintenance coverage, unused checks, unused service access or unused time within an active billing period.
Where a duplicate payment, billing error or accidental charge has occurred, we will review the issue and may provide a correction or refund where appropriate.
Domain Fees
Domain registration, renewal and transfer refunds
Domain registration, domain renewal and domain transfer fees are non-refundable once the request has been submitted, processed or completed.
This applies to domain services arranged through onboarding, manual quote, account setup or any other service process connected to WP Performance Hosting.
If a domain name is registered, renewed or transferred on behalf of a customer, the customer remains responsible for the related domain cost even if they later cancel their hosting plan, care plan or related service.
Free included standard domain offers, where available on eligible annual hosting plans, are subject to the conditions shown at the time of purchase or onboarding. If a refund is approved for a hosting plan that included a domain benefit, the domain cost may be deducted from any refund amount.
Premium domains, country-specific domains, unusual renewal costs, manual quotes and third-party domain costs may be excluded from any refund unless we confirm otherwise in writing.
Email Services
Refunds for email add-ons and manual email setup
Email add-ons, including Extra Email Mailboxes and Manual Email Setup, are billed according to the monthly or yearly billing period selected at checkout or confirmed during service setup.
Once an email add-on has been activated, provisioned, configured or made available for use, the payment for that active billing period is generally non-refundable.
Manual email setup fees are non-refundable once setup work has started. Manual email setup covers mailbox and DNS setup only, unless a different scope is confirmed in writing.
Device or app setup for Outlook, Apple Mail, Gmail app, mobile phones, tablets or similar email clients is not included by default and is not covered by manual email setup unless separately agreed.
Email migration is not included unless separately agreed in writing. Refunds are not provided for email migration work unless we have separately agreed to provide that service in writing and then fail to deliver the agreed scope.
Support Work
Refunds for support services and one-off work
Support services, emergency fixes, additional support time, troubleshooting, manual setup work and other one-off services are generally non-refundable once work has started.
If work has been booked, started, delivered, partially delivered or used to investigate an issue, the related fee may not be refundable, even if the final outcome depends on third-party plugins, themes, customer access, external providers or factors outside our control.
Emergency WordPress fixes and emergency WooCommerce fixes are available only for sites hosted with WP Performance Hosting. These services are intended for urgent hosted-site issues and do not guarantee that every issue can be fully resolved.
Where a support service cannot proceed because the customer does not provide required access, information, approvals or cooperation, we may treat the work as started and the payment may not be refundable.
If we agree in writing to provide a specific one-off service and then cannot provide that agreed service, we will review the situation and may provide a partial or full refund where appropriate.
Cancellations
Cancellations and billing periods
Customers may cancel eligible hosting plans, care plans and recurring add-ons at any time. Unless otherwise confirmed in writing, cancellation stops future renewal charges but does not automatically refund the current paid billing period.
When a service is cancelled, access will usually continue until the end of the current paid billing period, unless the service is suspended or terminated earlier for non-payment, policy breach, abuse, security risk or legal risk.
Monthly plans are paid for the selected monthly billing period. Yearly plans are paid for the selected yearly billing period and may include discounted pricing or annual-plan inclusions.
Changing, downgrading or cancelling a service may affect included benefits, add-ons, email services, domain-related inclusions, support coverage, care plan coverage or onboarding arrangements.
Customers should cancel before the next renewal date if they do not want the service to renew. Refunds are not guaranteed where a customer forgets to cancel before renewal.
Billing
Renewals, failed payments and accidental charges
Recurring services may renew automatically unless cancelled before the next renewal date. Customers are responsible for keeping payment details current and reviewing upcoming renewal dates.
Refunds are not guaranteed where a service renews because the customer did not cancel before the renewal date. We may review renewal-related refund requests case by case, but approval is not automatic.
If a renewal payment fails, access to the related service may be restricted, suspended or cancelled according to our Terms of Service and billing procedures.
If a duplicate payment, billing error or accidental charge occurs, customers should contact us as soon as possible so we can review the issue.
Where we confirm that an incorrect charge has occurred, we may correct the billing issue, credit the customer account or issue a refund using the original payment method where practical.
Refund Processing
How approved refunds are processed
Where a refund is approved, we will usually process the refund back to the original payment method used for the purchase, where that payment method is still available and supported.
Refund processing times may vary depending on the payment provider, card issuer, bank, currency, country and payment method used.
If a refund cannot reasonably be returned to the original payment method, we may offer an account credit or another suitable refund method where appropriate.
Any approved refund may be reduced by non-refundable supplier costs, domain costs, completed work, used service periods, transaction-related costs or other amounts that are not recoverable.
Refunds will not be provided to a different person, unrelated account or third party unless we are legally required to do so or we approve the arrangement in writing.
Refund Requests
How to request a refund review
To request a refund review, customers should contact WP Performance Hosting with their order details, account details, service name, payment date and the reason for the refund request.
We may request additional information before assessing a refund request, including payment details, service history, cancellation timing, support records, domain status, email service status or evidence of a duplicate or incorrect charge.
Submitting a refund request does not guarantee that a refund will be approved. Refund eligibility is assessed according to this policy, the Terms of Service, the type of service purchased and the work or supplier costs already incurred.
If a customer has an active account, refund and billing questions should be submitted through the client portal where possible. General pre-sale billing questions may be submitted through the public contact form.