Switchweb Refund and Cancellation Policy

Version 1.0.3 – Effective 6th August 2026

This policy explains when you can cancel a Switchweb service and what refund you’ll receive. It forms part of our Terms of Service. If anything here is unclear, contact us at support@switchweb.co.uk before you buy.

1. Who this policy applies to

We treat you as a consumer if you buy from us wholly or mainly for personal use, outside any business, trade or profession. Section 2 applies to you and gives you rights that we cannot reduce.

We treat you as a business customer if you buy in the course of a business, or if you provide a company registration number or VAT number when ordering. Section 3 applies to you.

If you’re not sure which applies, ask us.

2. Consumers: your 14-day right to cancel

2.1 The right

You may cancel your contract with us for any reason within 14 days, starting the day after the contract is made. You don’t need to give a reason.

2.2 How to cancel

Tell us clearly that you’re cancelling, by any of:

• Email to support@switchweb.co.uk
• A support ticket from your client area at https://cp.switchweb.co.uk

To meet the deadline, send your message before the 14 days are up.

2.3 If your service has already started

Hosting is usually provisioned straight away, at your request. Where you asked us to start before the 14 days ended, you still have the right to cancel – but we may keep a proportionate amount for the service you’ve actually received, calculated from the day the service started to the day you cancelled.

Example: you buy an annual plan for £120 and cancel on day 10. We keep roughly £3.29 (10/365 of £120) and refund the rest.

If we hadn’t provisioned anything by the time you cancelled, you get a full refund.

2.4 When we’ll refund you

Within 14 days of receiving your cancellation, using the same payment method you used to pay. There’s no charge for processing a refund. In practice we aim to refund within 5 working days.

2.5 What isn’t covered by the 14-day right

The items in section 4 are excluded.

3. Business customers

The 14-day statutory cancellation right does not apply to business customers. Our 30 day money back guarantee applies to certain services covered in section 5.

4. Non-refundable items

The following are non-refundable once ordered, because we pay these costs to third parties and cannot recover them.

• Domain registrations, renewals and transfers. Registry fees (Nominet, ICANN registries and others) are paid on your behalf immediately and are not recoverable. The domain remains yours for its full registered term and you may transfer it away at any time.
• SSL certificates once issued.
• Third-party licences once activated – including plugins, Microsoft 365.
• Migration, development or consultancy work already carried out, charged at the rate quoted.
• Usage-based charges for bandwidth, storage or resources already consumed.
• Administration fees for late payment, chargebacks or account reinstatement.

We also do not refund where we have suspended or terminated your account for a breach of our Terms of Service – including spam, malware distribution, fraud or unlawful content.

5. 30-day money-back guarantee

Separately from your legal rights, we offer a 30–day money-back guarantee on new multi-site plans. If you’re not happy within the first 30 days, tell us and we’ll refund the multi-site fee in full.

Conditions:

• Applies to the multi-site fee only. The exclusions in section 4 still apply – in particular, any free domain included with your plan will be deducted from the refund at our standard registration price, or you can keep the domain and we’ll deduct its cost.
• One guarantee claim per customer.
• Not available on shared hosting, VPS, dedicated servers, or plans bought with a promotional discount.
• Available to consumers and business customers alike.

This guarantee is in addition to, and does not affect, your statutory rights.

6. Cancelling after the first 14 days

You can cancel at any time from your client area. Cancellation takes effect at the end of your current billing period, and your service stays live until then.

• Annual and multi-year plans: We do not refund the unused portion.

Automatic renewals

We’ll email you 30 and 7 days before any renewal charge. If a renewal is taken and you didn’t want it, tell us within 14 days of the charge and we’ll cancel the renewed term and refund it in full, provided you haven’t used the service in that period beyond incidental use. This does not apply to items in section 4.

7. If something goes wrong with our service

If we don’t provide the service with reasonable care and skill, or don’t provide it at all, you may be entitled to have it put right or to a reduction in price. This is separate from cancellation, and nothing in this policy limits those rights.

8. Chargebacks

Please contact us before raising a chargeback with your bank or card provider. We’ll almost always resolve it faster. Accounts subject to a chargeback may be suspended while it’s investigated, and an administration fee of £25 may apply where the chargeback is found to be unjustified.

9. Complaints

If you’re unhappy with a refund decision, email support@switchweb.co.uk. We’ll acknowledge within 2 working days and respond fully within 10 working days.

10. Changes to this policy

We may update this policy. The version that applies to your order is the one published when you placed it.