Web Hosting
Legal

Refund Policy

Last updated: March 25, 2026

Introduction

This Refund and Cancellation Policy forms part of your agreement with HostGrower Limited and should be read in conjunction with our Terms and Conditions. We aim to be transparent and fair in all matters relating to billing, cancellations, and refunds.

1. Fees & Payment

  • All service fees are due in advance and are non-refundable except as expressly stated in this policy.
  • All fees are quoted in GBP (£) and exclude VAT at 20% unless otherwise stated.
  • HostGrower Limited reserves the right to amend service prices at any time, with a minimum of one month's written notice via email.
  • Customers must maintain a valid credit or debit card and an up-to-date email address on their account at all times.
  • Accounts associated with fraudulent information or chargebacks may be suspended or permanently cancelled without refund.

2. Billing Cycles & Auto-Renewal

HostGrower Limited operates an auto-renewal policy to ensure uninterrupted service. Services are billed in advance according to the following cycles:

  • Monthly billing – Renewed every calendar month.
  • Annual billing – Renewed every 12 months.
  • Biennial billing – Renewed every 24 months.

You will receive an email reminder before your renewal date. If you do not wish to renew a service, you must disable auto-renewal before the renewal date via your Account Control Panel at my.hostgrower.com. Failure to do so will result in automatic renewal and a charge to your payment method on file.

3. Cancellation Policy

You may cancel your service at any time by disabling auto-renewal through your Account Control Panel. Please note the following:

  • Services cannot be cancelled mid-term. Your service will remain active until the end of the current billing period.
  • Cancellation requests will not be processed if there are outstanding payments on your account.
  • Cancellation of a primary hosting package will also result in the cancellation of any additional hosted domains associated with that package.
  • To request account closure, please contact our support team at support@hostgrower.com.

4. Money-Back Guarantee

HostGrower Limited offers a money-back guarantee on hosting services under the following conditions:

  • You may cancel within 30 days of your initial purchase to receive a full refund (reduced to 7 days for customers based in the Middle East).
  • A £10 service charge applies to cover administrative costs for time used.
  • Refunds are issued to the original payment method only.
  • The money-back guarantee applies to hosting services only and does not extend to domain registrations, renewals, or third-party services.

5. Non-Refundable Items

The following are strictly non-refundable under any circumstances:

  • Domain name registrations and renewals.
  • SSL/TLS certificates once issued.
  • Services cancelled after the money-back guarantee period has expired.
  • Services terminated due to a breach of our Terms and Conditions or Acceptable Use Policy.
  • Setup fees or one-time charges where applicable.

6. Pro-Rata Refunds

Outside of the money-back guarantee period, refunds are only issued on a pro-rata basis at HostGrower Limited's sole discretion. Pro-rata refunds will not be issued in cases where a service has been terminated due to a violation of our Terms and Conditions or Acceptable Use Policy.

7. How to Request a Refund

To request a refund, please contact our billing team with the following information:

  • Your full name and account email address.
  • The service(s) for which you are requesting a refund.
  • The reason for your refund request.
  • Your invoice or order reference number.

Refund requests can be submitted via:

We aim to process all refund requests within 5–10 working days of approval. Refunds may take additional time to appear on your statement depending on your bank or card provider.

8. Chargebacks

We strongly encourage customers to contact us directly before initiating a chargeback with their bank or card provider. Unresolved chargebacks may result in the immediate suspension of your account and all associated services. Accounts with a history of fraudulent chargebacks will be permanently banned from using HostGrower Limited services.

9. Value Added Tax (VAT)

All refunds will be processed inclusive of any VAT paid where applicable. VAT Registration Number: GB 458 9261 48. Customers outside the UK may be eligible for VAT exemption or reclaim, subject to the provision of valid supporting documentation.

10. Changes to This Policy

HostGrower Limited reserves the right to amend this Refund and Cancellation Policy at any time. Any changes will be published on this page with an updated revision date. Continued use of our services following any changes constitutes your acceptance of the revised policy.

11. Contact Us

If you have any questions regarding this policy, please contact our billing team at billing@hostgrower.com or write to us at HostGrower Limited, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

HostGrower Support
Loading…