Refund Policy
When you get money back, when you do not, and how long it takes.
Last updated: the date this page was published.
1. Our position in one line
If we failed to deliver what you paid for, you should not be out of pocket. If you simply changed your mind after using the service for months, a refund of the unused period is a matter for discussion, not an automatic right.
2. New subscriptions
If you cancel a new subscription within seven days of the first payment and the service has not been used substantially, we will refund it in full.
3. Renewals
We send a renewal notice before each renewal. If a renewal was charged by mistake — for example you had already cancelled — tell us within fourteen days and we will refund it.
4. Setup and migration fees
Where work has already been carried out, setup and migration fees are not refundable. If the work was not done, they are.
5. Service failure
If we cannot deliver the service and the fault is ours, you are entitled to a credit or refund for the affected period. Where a Service Level Agreement applies, its remedies apply.
6. What is not refunded
- Periods during which the service was available and in use
- Suspension or termination caused by a breach of the Acceptable Use Policy
- Charges from your own bank or payment provider
7. How to ask
Send the request from the contact page or from the customer portal, with the invoice number. We aim to decide within five working days.
8. How refunds are paid
Refunds are returned by the same method used to pay, wherever that is possible. Bank transfers usually settle within seven to ten working days once approved; mobile wallet refunds are normally faster. The time taken by your bank is outside our control.
Not sure which plan fits?
Tell us what you need protected — how many machines, how much data, which databases — and we will tell you honestly what it takes.