We can offer a replacement product if the product you received is not the product you purchased, if it has been damaged in transit, or is faulty. This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. You can ask the customer for proof that they bought an item from you. We use this information to make the website work as well as possible and improve government services. With this in mind, we offer a no quibble 30 day refund policy for all web hosting and site builder related services. All content is available under the Open Government Licence v3.0, except where otherwise stated, National restrictions in England from 5 November, Cancelling goods or services: guide for consumers, nationalarchives.gov.uk/doc/open-government-licence/version/3, Coronavirus (COVID-19): guidance and support, Transparency and freedom of information releases. Just because it’s in the contract doesn’t mean it’s always legally binding. We can pretty much refund for anything else as long as you are within your 30 days, after that it is up to the discretion of the management – and they are pretty good as long as you have a valid reason, we don’t want unhappy customers, we don’t believe in making you stay with us if you don’t want to! You’ve accepted all cookies. An angry customer will cost you far more than a refund. Find your nearest Citizens Advice in England and Wales or Scotland. They do not have to provide a reason. It will take only 2 minutes to fill in. Businesses cannot rely on unfair terms. You will most likely lose a customer. been asked to pay a cancellation charge to the business, but want to challenge the amount? Businesses must take reasonable steps to reduce their losses (eg by re-selling the goods or services). Don’t include personal or financial information like your National Insurance number or credit card details. Check when you have to offer refunds and accept returns. It is generally a far better idea to give your customers a store credit than to inform them that they have no refund/return rights whatsoever. Help us improve GOV.UK. Non-refundable deposits should only be a small percentage of the total price. You can ask a customer to prove an item was faulty when they bought it if they ask for a repair or replacement after 6 months. Let’s get to the nitty gritty. But… Don’t worry – our unconditional 30 day refund policy is very easy to activate! No refund policy — If you don’t allow refunds for purchased goods or services, state this explicitly. A cancellation charge is not fair just because it’s in the contract you signed – it needs to be reasonable. They have another 14 days to return the goods once they’ve told you. The HelpDesk will then action your refund with NO FURTHER QUESTIONS! This publication is available at https://www.gov.uk/government/publications/cancelling-goods-or-services-guide-for-consumers/cancelling-goods-or-services. Maybe you don’t require hosting – or didn’t understand what you were buying? If you have concerns, firstly ask the business to explain how they calculated the amount they are keeping or charging you for cancelling the contract. We’ll send you a link to a feedback form. Don’t worry we won’t send you spam or share your email address with anyone. Don’t include personal or financial information like your National Insurance number or credit card details. agreed to buy goods or services, but changed your mind or are unable to go ahead with the contract? You can change your cookie settings at any time. There are a number of reasons why you may require a refund and cancellation for your hosting or webspace account. The business may be asking for more money than it is entitled to. If a customer has ‘accepted’ an item, but later discovers a fault, you may have to repair or replace it. To help us improve GOV.UK, we’d like to know more about your visit today. A student who gathered 330,000 signatures calling for a refund of university tuition fees says students are being "completely ignored". The customer can still reject the item after it’s been repaired or replaced. Coronavirus (COVID-19): guidance and support, Transparency and freedom of information releases, knew an item was faulty when they bought it, damaged an item by trying to repair it themselves or getting someone else to do it (though they may still have the right to a repair, replacement or partial refund), no longer want an item (for example because it’s the wrong size or colour) unless they bought it without seeing it, personalised items and custom-made items, for example curtains, perishable items, for example frozen food or flowers, unwrapped CDs, DVDs and computer software, told you they’ve accepted it (having had enough opportunity to inspect the item before confirming they’ve received it). Customers have up to 6 years to make a claim for an item they’ve bought from you (5 years in Scotland). It might also help to familiarise yourself with our guide for businesses. All content is available under the Open Government Licence v3.0, except where otherwise stated, National restrictions in England from 5 November, Sale of goods and services and data protection. Or just maybe you don’t like the control panel or maybe just something else, anything else. Don’t worry we won’t send you spam or share your email address with anyone. You can also implement an all sales are final policy if certain items aren’t eligible for refunds, such as discounted, customized, or single-use items. We’ll send you a link to a feedback form. It will take only 2 minutes to fill in. You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned. Cancellation charges must be a genuine estimate of the business’ direct loss. You must refund the customer within 14 days of receiving the goods back. Domain Registration: Do I need a Hosting Service? Don’t just accept the business can keep your deposit and advance payments or ask you to pay a cancellation charge if you cancel the contract.
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