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You can cancel any service from your account, at any time. This guide covers how to cancel, when the service stops, and when you can get your money back.
How to cancel
- Log in to your account and open Services.
- Click the service you want to cancel.
- Choose Request Cancellation.
- Choose when it should stop, tell us briefly why if you're happy to, and submit.
You'll see two choices for when it stops:
- End of Billing Period: the service keeps running until the date you've already paid up to, and then stops. Nothing more is charged. This is the right choice for most people.
- Immediate: the service stops straight away.
Save what you need first
When a hosting service or mailbox ends, everything in it is deleted: website files, databases and email. Download anything you want to keep before it stops. For a website, the Hosting Panel's backup tool can make a single file to download. For email, copy the messages you need into an email app on your computer.
Domains
Domains aren't cancelled in the same way. If you don't want to keep a domain, switch off Auto Renew on the domain's page and let it run to its expiry date. If you want to keep the domain but move it to another company, ask them to start a transfer instead; for .uk domains, open a ticket with the IPS tag of the new registrar.
Your free mailbox
The free Professional Email mailbox that comes with a hosting plan is free only while you keep the plan. It can carry on as a paid mailbox, but you need to tell us before you cancel the hosting: open a ticket first, and we'll switch it over so your email keeps working. If you cancel the hosting first, the mailbox and its email go with it.
Our money-back guarantee
If you're a new customer and you cancel within these periods, we refund your first payment in full:
| Service | Money back within |
|---|---|
| Web, WordPress and Reseller hosting | 30 days |
| SSL certificates, Professional Email, CodeGuard backup, Site Builder, Weebly | 30 days |
| NordVPN, SocialBee | 15 days |
| 360 Monitoring | 14 days |
The period runs from the date of purchase. To claim, open a ticket within the period, saying which service you'd like refunded. The refund goes back to the card or account you paid with.
The guarantee covers the first payment for each service. It doesn't cover domain registrations, renewals or transfers, setup fees, Flexi Hosting, or usage you've already been charged for, such as extra disk space. It's in addition to your statutory rights as a consumer, including your right to cancel within 14 days.