This policy explains how cancelling works and when you can have your money back. It forms part of our Terms of Service and does not limit any right you have under the Consumer Protection Act or the Electronic Communications and Transactions Act.
1. Cancelling a service
You can cancel hosting, a domain, a mailbox add-on or another subscription from your dashboard at any time. Cancelling stops the service at the end of the term you have already paid for: you keep using it until then, no renewal invoice is raised and no card is charged again. You can undo a cancellation while the term is still running.
2. Cooling-off period
If you are a consumer buying online, you may cancel a new order within 7 days of paying for it and receive a full refund, as the Electronic Communications and Transactions Act provides. This does not apply to domain registrations and transfers (see below), because they are completed with the registry on your instruction as soon as you pay.
3. Hosting, email and add-ons
Outside the cooling-off period, hosting, mailbox and add-on fees are not refunded for the remainder of a term after you cancel, because the service stays available to you until that term ends. If we fail to provide a service you have paid for, or end it ourselves without cause, we refund the unused part of the term.
4. Domains
Registration, transfer and renewal fees cannot be refunded once the registry has accepted the order, because the registry fee is paid and the domain is yours for the term. If a registration or transfer fails and cannot be completed, we refund it in full.
5. Development projects
Deposits secure time in our schedule and cover work started on your project. If you cancel a project, we invoice the work done up to that point and refund any amount you have paid beyond it. The proposal for your project may set out its own terms, which then apply.
6. How refunds are paid
Refunds go back to the card or account the payment came from, normally within 5 to 10 business days of our approving them, depending on your bank. Where that is not possible we may credit your account with us, if you agree.
7. Asking for a refund
Email hello@recenslabs.com with your invoice number and the reason. We reply within two business days.