When you can request a refund, how it works, and what falls outside it.
This Refund Policy sets out when a payment made to HighPex Hosting can be refunded. It applies alongside our Terms of Service. We aim to be straightforward: if a service genuinely does not work for you within the eligible window, we would rather refund you than keep you on a plan you do not want.
Eligible hosting services carry a 7-day money-back guarantee from the date the service is first activated. Within that window you may cancel and request a full refund of the hosting fee.
The 7-day money-back guarantee covers first-time purchases of:
The refund covers the recurring hosting fee for the current billing period only.
The following are not refundable, because they involve costs we pay to third parties at the time of purchase or work that cannot be reversed:
Requests must be submitted within 7 days of the service being activated. Requests raised through a ticket keep a record attached to your account, which is why we ask for them there rather than by other channels.
The service is terminated when a refund is approved. Make sure you have downloaded any data you need before the refund is processed, since data is deleted on termination.
Where a refund to the original payment method is not possible, or where you prefer it, we can issue the amount as credit on your HighPex account. Credit can be applied to any future invoice.
Account credit is not exchangeable for cash and is non-transferable between accounts.
Renewal invoices are not covered by the money-back guarantee. Renewal notices are sent before the due date so you have time to cancel if you do not wish to continue.
If a renewal was paid by mistake, contact us within 48 hours of payment and before significant resource usage has occurred, and we will review it as a goodwill case.
No refund is issued where a service has been suspended or terminated for breaching our Terms of Service or Acceptable Use policy — including spam, abuse, fraud, or illegal content.
Please raise a ticket with us before opening a dispute with your bank or payment provider. Most billing issues are resolved quickly once we can see the invoice in question.
Chargebacks filed without contacting us first may result in immediate suspension of all services on the account until the dispute is resolved.
If a service is unavailable due to a fault on our infrastructure for a sustained period, open a ticket with the dates and times affected. We will investigate and, where the fault is on our side, may issue account credit proportionate to the affected period.
Credit is not issued for scheduled maintenance announced in advance, outages caused by your own application or configuration, or unavailability caused by factors outside our reasonable control.
We may update this Refund Policy as our services change. The "last updated" date reflects the current version. The policy that applies to a purchase is the version in effect on the date of that purchase.
For any refund or billing question, open a support ticket in your billing panel. Please include the invoice number so we can review it without delay.
Need to request a refund or query an invoice?
Open a Support Ticket