Our service is backed up by two guarantees.
30-day Money-back Guarantee
If, for any reason at all, you wish to cancel your account with us during the first 30 days, you are free to do so. We will refund the cost of your hosting package. Of course, we'd like it if you told us the reason, but that's up to you.
This is only for first-time customers. People who have previously had an account with us are not eligible.
This only covers the cost of the hosting package. Domain registration fees, dedicated IP addresses, SSL Certificates, and any website design work we may have done for you, are not refundable.
After the opening 30-day period, you can still cancel and request a refund. Provided your account is in good standing, you will be given a pro-rated refund for the unused period that you have paid for. To cover our costs, we deduct the cost of 30 days hosting from your refund.
Service Level Guarantee
We guarantee that our web server will be up and responding for at least 99.9% of the time.
If, in any given calendar month, this guarantee is not met, we will give you a refund of a proportion of that month's fees. The refunds are calculated as follows:
| Uptime | Refund |
| > 99.9% | — |
| 99.5% – 99.9% | 10% |
| 99% – 99.5% | 25% |
| 95% – 99% | 50% |
| 90% – 95% | 75% |
| < 90% | 100% |
Our full Service Level Guarantee Agreement gives the terms and conditions. You need to claim your refund by submitting a support ticket before the end of the 7th day of the following month. The guarantee does not cover occasions when your particular site is down, because of changes you may have made to it, but our web server was up and responsive. The guarantee also does not cover periods of scheduled maintenance, which will be announced beforehand by e-mail.
We appreciate that you would rather have a reliable site than a refund, and we pride ourselves in maintaining reliable service. However our Service Level Guarantee has been designed to show that we take reliability seriously.
Server Uptime
If you are interested in looking at our historic server uptime, we have an uptime page. You'll have to click the Back button in your browser to return to this page.