Refund Policy

1. The 14-day money back guarantee

If you are not satisfied with your hosting, tell us within 14 days of your first payment for that service and we will refund the hosting fee in full. You do not need to give a reason. The guarantee covers Web Hosting, budget hosting, reseller hosting and email hosting plans.

Rise and Roar plans on the 12-month term come with one .com, free for its first year, which you claim by ticket. Once we have registered it, it has been paid for. If you claim a refund on the hosting, we deduct the domain's standard first-year registration price, as listed on our Domains page, from the amount we return. The domain remains registered to you for the rest of its term. If you have not claimed the .com, nothing is deducted, and it can no longer be claimed after the refund.

The guarantee applies once per client, to the first payment for a new hosting service. It does not apply to a second account opened to claim it again, or to a service you have previously refunded.

On a reseller hosting plan the guarantee is yours as the reseller. We refund you, not your clients. Any refund you give your own clients is between you and them.

2. What is covered

Item	Refundable	Notes
First payment for a Web Hosting, budget hosting, reseller hosting or email hosting plan	Yes	Within 14 days, in full
Lifetime plan	Yes	Within 14 days of purchase, in full
Renewal payments	No	Cancel before the renewal date to avoid the charge
Domain registration and renewal	No	Paid to the registry immediately and cannot be reversed
Free .com claimed with a plan	No	Its standard registration price is deducted from a hosting refund; the domain stays yours
Domain transfers	No	The transfer adds a year to the registration term
Paid SSL certificates and add-ons	No	Issued by a third party on purchase
Accounts terminated for policy breach	No	See the Acceptable Use Policy

3. Cancelling outside the guarantee period

You may cancel at any time from the client area. Cancellation stops the next renewal. We do not refund the unused portion of a term that is already running, including a budget hosting plan paid for two or three years in advance, except where:

• we terminate your service for convenience, in which case we refund the unused portion pro rata;
• we make a material change to these terms which you do not accept; or
• we withdraw a plan you are on, as described in the Terms and Conditions.

4. Lifetime plans

A lifetime plan is refundable in full within 14 days of purchase. After that it is not refundable on request, because the whole point of the plan is that you have paid once for the operational life of the service.

If we were ever required to retire a lifetime plan entirely, we would give at least 90 days' notice and refund a pro-rata portion of your original payment calculated over a three-year service life, alongside free migration assistance. This is set out in the Terms and Conditions.

5. How to request a refund

1. Open a ticket from the client area, or email billing@paduhost.com from your account address.
2. Include your client code and the invoice number.
3. We will confirm within two working days.
4. Approved refunds are issued to the original payment method within 14 working days.

Where a refund is issued, the service is cancelled and the data deleted. Please take a backup first. We cannot restore an account after a refund has been processed.

6. Chargebacks

Please contact us before raising a chargeback with your bank. A chargeback costs us a fee and triggers automatic suspension while it is investigated. We will always try to resolve a billing dispute directly and quickly.

7. Your statutory rights

This policy sits alongside your rights under the Consumer Protection Act 1999 and does not reduce them. If you believe a service was not as described, tell us and we will put it right.