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Billing, Refund and Cancellation Policy
Available plans, packages and prices may change at any time for new orders. Check the current service plans and pricing before buying. Your accepted order and contract determine your agreed charges, included services and term; existing agreements are not changed simply by updating an offer.
Last updated: 13 September 2026. This expands on clauses 7 and 8 of our Terms and Conditions with the detail people actually ask us about. Where anything here and the main terms differ, the Terms and Conditions take precedence.
How billing works
| Item | How it's billed |
|---|---|
| Website setup / build fee | One-off, charged when you order |
| Website, hosting, email, phone monthly fees | Recurring monthly, from card or account balance |
| Annual billing (where chosen) | One payment covering 12 months, at a two-month discount |
| Domain registration | One-off per registration period (1–10 years), auto-renews by default |
| Usage-based services (SIP minutes, etc.) | Deducted from account balance as used |
Payment methods
Card payments are processed by Stripe. Bitcoin and other cryptocurrency options are available for account top-ups through BTCPay Server, a payment processor we run ourselves rather than a third-party payment company. The options actually available for your payment are shown at checkout and may depend on your location, currency and transaction.
- Cards: our payment options include Visa, Mastercard, American Express, Discover, Diners Club, JCB, UnionPay and Cartes Bancaires, subject to checkout availability.
- Subscriptions and renewals: recurring charges are collected from your authorised card or available account balance under your service agreement. A cryptocurrency top-up is a separate payment; it does not authorise us to debit your cryptocurrency wallet automatically.
- Account balance: credit can be applied to eligible service charges. Keep enough credit available if you rely on it for renewals. The top-up and refund terms below still apply.
Check the total, billing currency and any disclosed charges before confirming. Your bank, wallet or payment provider may apply its own conversion or network charges. For a cryptocurrency top-up, follow the currency, network, amount and expiry instructions on the payment invoice. A transaction must be confirmed on the network before it can be treated as a completed payment.
For payment-data handling, see our Privacy Policy. Never send card security codes, wallet recovery phrases or private keys to support.
How payment refunds are returned
Where a refund is due, card refunds normally go back through Stripe to the original payment method. Bank processing time may affect when the credit appears. Where statutory rules apply, we follow their requirements on method and timing.
Approved cryptocurrency refunds are sent manually from our wallet to a wallet address you provide, valued at the applicable exchange rate at the time of the refund rather than the original payment rate. The amount of cryptocurrency returned can therefore differ from the original payment. Contact [email protected] with your order reference to arrange a cryptocurrency refund; this does not reduce your statutory entitlement.
Consumer cancellation and statutory rights
If you buy as a consumer through a qualifying distance contract, you normally have 14 days to cancel a service contract from the day after it is made. Exceptions and different rules can apply to particular products. A business purchase may be governed by different cancellation terms.
If you expressly request service to begin during the cancellation period, you may have to pay a proportionate amount for what was supplied before cancellation, provided the statutory conditions are met. Loss of the cancellation right after full performance requires the prescribed consent and acknowledgement. Digital content has separate consent and acknowledgement requirements.
To exercise a cancellation right, send a clear statement to [email protected] identifying your order. You do not have to use the panel. Where statutory cancellation rules require a refund, we make it within the applicable legal deadline, normally within 14 days of being informed, using the original payment method unless otherwise expressly agreed.
Nothing in this policy excludes consumer rights concerning reasonable care and skill, repeat performance, price reduction or other applicable remedies.
Refunds
Setup and build fees
For business customers, cancellation charges for work already performed are governed by the agreed contract. For consumers, applicable statutory cancellation rights take priority. Starting work does not automatically make the entire build fee non-refundable: where the statutory conditions are met, a proportionate amount may be payable for service supplied before cancellation. If you cancel before work begins, we refund the setup fee in full.
Monthly fees
Non-refundable for time already used within the current billing period. If you cancel partway through a month, the service continues until the end of that period rather than stopping immediately, so you get the full period you've paid for.
Annual (yearly) billing
Annual cancellation normally prevents the next renewal. Any entitlement to a refund for the unused period depends on the contract, the circumstances and applicable statutory rights. We do not exclude remedies where services are not supplied as agreed, or impose unfair cancellation charges.
Domain registrations
Domain registration is normally committed to the registry once successfully completed, so our standard policy is not to offer discretionary refunds after registration. This does not override applicable statutory rights; third-party costs alone do not remove them. If the domain is unavailable before registration succeeds, we refund the payment in full.
Account balance top-ups
Account credit is intended for purchases of our services and does not expire under our current policy. Refund requests are assessed under the applicable contract and law, including any statutory cancellation rights. Contact us before making a top-up if you need to confirm its refund treatment.
Cancellation
Cancel any service from your panel at any time — there's no phone call or form required. What happens next depends on the service:
- Websites and hosting: continue until the end of the current billing period, then stop. Your files remain available for a short window afterwards in case you want a copy — ask us if you need this.
- Domains: continue until the registration period you've paid for expires — a domain can't be cancelled mid-term the way a subscription can, since the registry fee has already been paid. You can turn off auto-renew at any point so it simply isn't renewed again.
- Email and phone services: continue until the end of the current billing period, then stop. Take a copy of anything you need before that date.
Any minimum commitment, renewal period and early-cancellation charges must be clearly agreed before purchase. Check your order confirmation for your service’s term. A recommendation to keep a service for 12 months is not, by itself, a binding minimum term.
Failed payments
If a card payment fails, we retry it and email you a warning before anything happens to your service. Services that cost us money to keep running while active (phone lines, numbers, SIP trunks, mailboxes) may be paused after a short grace period if the balance still can't be covered — we'll always tell you first, and reactivate automatically the moment you top up. Your website is never paused for a failed payment.
Chargebacks
Please contact us if you have a billing query so we can investigate. This does not prevent you from contacting your bank or exercising a statutory right. Any service restriction while a payment is disputed must be proportionate to the circumstances and consistent with the contract and applicable law; making a complaint is not itself a reason for a penalty.
Questions
Anything billing-related: [email protected]. For anything involving your personal data specifically: [email protected].
Related pages
Free trials
Where a free trial is offered, checkout shows its duration, the recurring price and the date billing starts. Splash Mail trials last 30 days. No recurring charge for the trial service is due during that period. Unless you cancel the service from your panel before the displayed billing date, it continues as a paid subscription at the price and billing interval shown at checkout. Other purchases and setup charges shown at checkout remain payable. Cancelling a trial does not cancel other services on your account. Your statutory rights are unaffected.