We want you to be confident in your hosting choice. This policy explains when refunds are available, when they are not, and how to request one.
1. 7-Day Money-Back Guarantee
New customers may request a full refund of their first invoice for the following services within 7 days of the initial purchase:
- Shared web hosting
- Game server hosting (monthly billing)
- Virtual private servers (where available)
2. Non-Refundable Items
The following are not eligible for refund under any circumstances:
- Domain name registrations and renewals.
- SSL certificates after they have been issued.
- Software licences (cPanel, Plesk, game licences, control panel add-ons).
- Setup, migration, or one-off professional services already performed.
- Services terminated by SurfNode for breach of the AUP or Terms of Service.
- Services purchased with promotional discounts of 50% or more.
3. Renewals
Renewal invoices are not covered by the 7-day guarantee. You may cancel future renewals at any time from your client area; cancelling does not refund the current term.
4. How to Request a Refund
Open a billing ticket in your client area, or email billing@surfnode.co.uk, within the eligible window. Include your invoice number and the reason for cancellation.
5. How Refunds Are Issued
Approved refunds are returned to the original payment method within 5–10 working days. Where the original method is unavailable (e.g. expired card), we will issue account credit.
6. Statutory Rights
This policy does not affect your statutory rights under the Consumer Rights Act 2015 or other UK consumer law.
7. Contact
Questions: billing@surfnode.co.uk.