Knowledge base
Refunds, and the 30-day money-back window
Inside 30 days a refund is issued immediately. Outside it, you can still ask, and it is worked out pro-rata.
Inside 30 days
New orders carry a 30-day money-back window. Ask for a refund inside it and it is issued straight away — there is no approval step, nobody has to be persuaded, and you do not need to give a reason.
Request it from the order itself — open Billing, then the order in the list. It tells you what you would get back before you commit to anything.
After 30 days
You can still ask. It is worked out pro-rata — the unused part of what you have paid for — and it goes to a person rather than being issued automatically. You will get an answer; a refund request is not a ticket that quietly ages.
What the amount is based on
The amount always comes from us rather than from what is typed into the form, and the screen shows you the figure before you submit. If it is not what you expected, that is worth a ticket before you accept it rather than after.
Refund, or cancel?
They are different and people often want the second one:
- A refund returns money for something already paid for.
- Cancelling stops future charges. There is a separate article on cancelling and what
happens to your sites, which is the important part.
Cancelling does not automatically refund the current period, and asking for a refund does not cancel anything. If you want both, do both.
Money that comes back as credit
Some adjustments come back as wallet credit rather than to your card — anything bought with credit in the first place, for example. Credit does not expire and pays for anything on the platform, but it is not cash and cannot be withdrawn, so if you specifically need the money back on your card, say so in the request.
Still stuck?
Support is included on every plan and answers in your own language.
Contact support → All articles →