Initial hosting orders
Unless your accepted quote states different terms, your first standard hosting order includes a 14-calendar-day satisfaction period beginning when payment is completed. You may request cancellation within that period for a refund of the hosting service price, provided the account is closed and subject to the exclusions below.
Custom infrastructure, custom engineering, and specially procured capacity may have different cancellation terms stated in the quote because work or cost begins before delivery.
Renewals and recurring service
You may cancel a recurring service before its next renewal date to avoid the next invoice. A renewal already paid is generally non-refundable once the new service period begins. If you contact us within seven calendar days of an unintended renewal and the renewed resources have not been materially used, we will review the request in good faith and may provide a full or partial refund.
Cancellation stops future renewal; it does not automatically refund previous service periods.
Non-refundable items
Unless required by law or caused by our failure to deliver, refunds do not cover domain registrations, renewals, transfers, restorations, redemption fees, or premium-domain charges once submitted to Spaceship.com or the applicable registry; third-party licenses; certificates; completed setup work; custom development; consulting already performed; dedicated or specially procured resources; excess usage; payment-processing costs we cannot recover; or accounts suspended for unlawful or abusive activity.
Service credits governed by a specific service-level agreement are applied according to that agreement and are not cash refunds unless it expressly says otherwise.
Requesting a refund
Send a request through our contact page or email billing@turbineweb.com. Include the account email, invoice number, reason, and requested outcome. Do not send card or bank details.
We may verify account ownership and review service usage, work completed, third-party costs, and the applicable quote before deciding eligibility. This Policy does not limit refund or cancellation rights that cannot be waived under applicable law.
Payment processing
Approved refunds are returned through the original payment method where possible. Payments made through Polar are refunded through Polar. Full and partial refunds may be available, and applicable tax is handled by the payment platform. Banks and payment providers control the time required for funds to appear after approval.
If a payment appears incorrect, contact TurbineWeb first so we can investigate promptly. This Policy should be read together with our Terms and Conditions.