Cancellations & refunds
Last updated 27 September 2026. Applies to northwebservices.com and the client area.
Our 30-day money-back guarantee
New hosting orders are covered by a 30-day money-back guarantee: ask within 30 days of the first invoice and we refund the hosting fees in full, no questions. Excluded from the voluntary guarantee once costs have been incurred: domain registrations, issued certificates, started migrations and dedicated hardware. A domain registration is refundable in full if the registration cannot be completed; once the registry has confirmed it the domain is yours to manage, transfer or let expire. This never limits your statutory rights.
Your statutory right to cancel (distance contracts)
If you are a consumer in the UK or EU buying at a distance, you have 14 days from the conclusion of the contract to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 / Directive 2011/83/EU. Hosting is normally activated instantly. In exceptional cases, activation may take up to 48 hours. By ordering, you ask us to begin performance before the 14 days end and acknowledge that you then lose the withdrawal right once the service is fully performed; we confirm this on your invoice. Where performance has only partly begun, you pay only for what was supplied. This statutory right is separate from, and additional to, the 30-day guarantee above.
Statutory remedies for faulty service
Nothing here limits your statutory rights when the service is not as described, not fit for purpose or not provided with reasonable care and skill (Consumer Rights Act 2015 / Directive (EU) 2019/770): repair or re-performance, price reduction, or a refund where that fails. These are legal entitlements, not goodwill.
How refunds run
- Request from the client area (ticket) or by email to [email protected].
- Refunds return to the original payment method within 14 days of your cancellation reaching us (or of us informing you of a price increase or termination decision, per Directive (EU) 2019/770 Art 18).
- Credits you top up are refundable while unused.
US customers: renewals and state auto-renewal laws
Subscriptions renew automatically at the end of each term. Where US state automatic-renewal laws apply (for example California, New York, Oregon), we send a renewal reminder before the renewal date for annual and longer terms, keep cancellation free and online at all times via the client area, and refund per this policy when a renewal charge follows a cancellation we failed to honour. The 30-day money-back guarantee applies to US customers in addition to these rights.
Cancelling renewals
Turn off auto-renewal any time from the client area; the service runs to the end of the paid period. No cancellation fee.
EU and UK consumers can also declare withdrawal at any time during the period through our electronic withdrawal function at northwebservices.com/withdraw — no login required, with an immediate downloadable acknowledgement.