Can I get a refund, and how do I request one?

We only offer a refund when we could not deliver the product as described. Domain purchases are not refundable. This policy does not affect any statutory rights that apply to you. To ask us to review a payment, open Billing in your account, note the invoice and payment details, then open Support → New Ticket and select Billing/Payments. Explain what you ordered and what we could not deliver, then choose Open ticket. A request does not approve a refund or cancel the service.

Check the refund policy and payment

Our refund condition is that we could not deliver the product as described. Domain purchases are excluded from refunds. Your statutory rights remain unaffected.
Open Billing, select the invoice and check its number, status, items, amount and currency. Identify the specific product and explain how what we delivered differs from what was described. Keep the order description and relevant messages so we can check your request.
If you were charged but the invoice is not marked Paid, tell us that the payment result is unclear. Ask us to trace it before paying again. A payment-status check is different from approval of a refund.

Send the request to Billing/Payments

Open Support and check for an existing ticket about the payment. Reply there if it concerns the same issue. For a new request, choose New Ticket and select Billing/Payments under Department.
Use Refund request for invoice [your invoice number] in Subject. In Message, include the invoice number, service or product, payment date, amount, currency, payment method and payment reference. Describe what was promised, what we could not deliver and any related support conversation.
For a suspected duplicate payment, give both payment references and dates and say whether the invoice already shows Paid. Ask us to check whether two payments were received for the same charge. Hide unrelated personal information in evidence. Do not send full card numbers, passwords, bank sign-in details or one-time codes.
Review the department and message, then choose Open ticket. We will review the request against the product description, payment record and refund policy and tell you the outcome.

Follow the decision and payment result

Read our reply in Support and provide any missing non-sensitive details in the same ticket. A request, an approval and a completed refund are separate stages.
If a refund is approved, ask us to confirm the amount, return method and expected processing time for that payment. If the result is unclear, reply with the refund reference and date rather than submitting the request again.
Account credit and a refund to a payment method are different outcomes. Ask us to clarify which has been approved. If you also want to stop the service, follow our cancellation guide and obtain confirmation separately.