Cancellation & Refunds Policy
Last Revised: 2 October 2026
Changes to this Policy follow the Amendments and Revisions section of the Terms and Conditions. A revision does not retroactively remove refund rights that have already arisen.
A payment is refundable only when the relevant service, purchase, billing term, payment method, and request date meet the eligibility rules below. Some products and fees are excluded. Nothing in this Policy limits rights or remedies that cannot be excluded under applicable law, including rights relating to an unauthorized charge or a service that was not supplied as agreed.
Refund requests must be submitted through the HostOnce Client Area so account ownership, invoice details, and service eligibility can be verified.
Customers must download any required data before cancellation becomes effective. Access may end and hosted data may be removed after a service is suspended, canceled, expired, or terminated.
Standard Refund Terms
| Canceled | Policy |
|---|---|
| Within the applicable window (1-30 Days) | Eligible Shared Web Hosting, WordPress Hosting, VPS, Windows VPS and VDS plans may receive a refund of the hosting fee when canceled within the service-specific period below. The applicable period and exclusions depend on the purchased service, not just the page used to order it. Domain charges, software licenses, control panels, certificates, setup work, and the other exclusions in this Policy are not included. |
| After the service-specific refund window | No refund is available after the refund period stated for the relevant service has expired. |
Request a refund before closing your account so that the relevant service and invoice can be verified. Account closure does not cancel a refund already approved, a timely request already submitted, or rights that cannot be excluded by law. If you cannot access your account, contact [email protected] with the invoice reference; do not send passwords or full payment-card details.
Limits on the Standard Money-Back Offer
- Dedicated and bare metal servers, VDS plans priced at $96.50 or more, administrative or setup work, custom software installation, control panels, add-ons, SSL certificates, and domain services are excluded from the standard money-back offer.
- The standard offer applies only to the first eligible hosting package on a new billing account within the service-specific window below. The annual-renewal exception for Shared Web Hosting and WordPress Hosting is stated separately below; the new-account age requirement does not apply to that exception. Other exclusions still apply.
- Accounts containing more than one hosting order do not qualify for the standard money-back offer.
- Money added to an account balance or credit wallet is non-refundable and may be used only toward eligible HostOnce services.
- Plans purchased through a promotion, promotional code, or special discount link are non-refundable unless the relevant offer expressly includes a refund entitlement. A general money-back headline does not by itself extend eligibility to every discounted order. Review the specific offer and these exclusions before paying; mandatory legal rights remain unaffected.
- Payments made by cryptocurrency or another digital asset, cheque, money order, or bank wire are non-refundable.
Eligibility by Service Type
The rules below apply to eligible new purchases. Renewals qualify only where a service-specific rule below or the terms of the order expressly provide a renewal refund. Service-specific refund windows and the annual-renewal exception control over the general new-account timing rule; other exclusions still apply.
Shared Web Hosting and WordPress Hosting
- The first eligible monthly or annual Shared Web Hosting or WordPress Hosting plan may receive a refund of the hosting fee when cancellation is requested within 30 days. Biennial and triennial plans are excluded.
- An annual renewal charge may be refunded when the request is submitted within 30 days after the renewal date.
- The offer is limited to the first qualifying package and does not apply to an account with multiple Shared Web Hosting or WordPress Hosting orders.
- If the plan included a free domain and is canceled during its first year, $16.99 plus applicable tax will be deducted from the approved refund.
VPS Hosting for Linux and Windows
- The first eligible Linux or Windows VPS plan may receive a refund of the hosting fee when cancellation is requested within 30 days.
- Annual, biennial, and triennial VPS plans are excluded from the money-back offer.
- Eligibility is limited to the first VPS package on a billing account that has been open for fewer than 30 days.
- Upfront deposits and account-credit payments become non-refundable after a VPS has been used; any remaining balance may be applied to other eligible HostOnce services.
VDS Hosting
- The first eligible VDS plan may receive a refund of the hosting fee when cancellation is requested within 7 days. Available operating systems are specified in the selected plan and order.
- Annual, biennial, and triennial VDS plans are excluded from the money-back offer.
- Eligibility is limited to the first qualifying VDS priced below $96.50 on a billing account that has been open for fewer than 7 days.
- Accounts containing multiple VDS orders do not qualify for the offer.
- Funds added to the account become non-refundable after a VDS has been used, although the remaining balance may be applied to other eligible HostOnce services.
Dedicated and Bare Metal Servers
- Dedicated and bare metal server fees are non-refundable because hardware, rack space, network capacity, and provisioning work are committed specifically for the order
Existing Orders and Discontinued Services
- If a service is no longer advertised, any existing order remains subject to the service and refund terms accepted for that order, together with applicable law.
- Removing an unavailable product from the current catalogue does not remove an existing customer's contractual refund rights, including any applicable renewal exception.
- Contact Billing through the HostOnce Client Area with the relevant invoice if an older order needs to be reviewed.
Application and Framework Hosting
Application and framework hosting pages describe workloads supported by an underlying hosting plan. Where the order is for Shared Web Hosting, WordPress Hosting, VPS, Windows VPS, VDS or a Dedicated Server, the rules for that service above apply. This section applies only to a separately identified eligible hosting package not covered above; it does not advertise an additional service catalogue.
- The first eligible package may receive a refund of the hosting fee when cancellation is requested within 30 days.
- The offer does not apply to accounts with multiple hosting orders, and all general exclusions in this Policy remain in effect.
Professional and Expert Services
- Professional or Expert Service fees are non-refundable once work has been performed. A service that has not started may qualify for a refund when requested within 30 days after payment.
- The Professional Services team will review the work status, agreed scope, and transaction before confirming eligibility.
- Submit the request through the HostOnce Client Area so the relevant service and invoice can be reviewed.
Billing Disputes and Chargebacks
If you believe a charge is incorrect, please contact HostOnce in writing so the transaction can be reviewed. This does not restrict your right to raise a legitimate dispute with your bank or payment provider. HostOnce may suspend the affected service while a dispute is open, and valid outstanding amounts must be settled before service can be restored, subject to applicable law.
Where permitted by applicable law and payment-provider rules, an actual chargeback or pre-arbitration fee imposed on HostOnce by a bank, card network, or payment provider may be added to the account on a case-by-case basis. There is no automatic fixed $50 fee under this Policy.
Any applicable fee and payment instructions will be provided through a billing ticket. Contact HostOnce Support if clarification is required.
Account access and service use may be restricted while a dispute is being investigated. Customers should keep independent backups because hosted data may be removed if an account is ultimately terminated.
Requirements for Restoring Card Payments After a Dispute
- Provide acceptable proof of payment, such as the transaction record or a masked payment card showing only the first six and last four digits.
- Pay the outstanding balance and any chargeback or dispute-handling fee imposed on HostOnce by the payment provider.
Use the billing ticket to confirm which restoration requirements apply to your account.
Contact HostOnce Support before filing a dispute whenever possible. If a dispute has already been filed, cooperate with the review and repay any amount determined to be valid.
HostOnce may contest a chargeback by supplying the payment provider or financial institution with transaction records, account activity, authorization details, and evidence of service use, as permitted by law and payment-network rules.
Billing Corrections for Customers in Latin America
Customers in Latin America may request a billing review in any of the following situations:
- A transaction was not authorized by the account holder or appears to be fraudulent.
- The amount invoiced differs from the price displayed for the same order on the HostOnce website.
- The same product or service was charged more than once for the same billing period.
Once a correction is approved and all required verification has been received, HostOnce will initiate the refund within five business days. The bank or payment provider may require additional time to post the funds.
Refund FAQs
These answers summarize the rules above. Service-specific eligibility, exclusions and applicable law determine whether a payment is refundable.