Refunds, cancellation and complaints

Refund windows

Windows are counted from the date the order is paid. A refund covers the hosting fee paid for the current term. One-time setup fees and charges passed on from domain registries and certificate authorities are listed separately below.

If a plan that included a free first-year domain is refunded, the domain stays registered in your name and its registration fee for the year is deducted from the refund. We confirm the fee before registering the domain.

After the window closes, a cancelled service runs until the end of the period already paid for. We do not refund the unused part of a term unless the law requires it. A service suspended or terminated for breaking the Acceptable Use Policy is not refunded, except where consumer law says otherwise.

Requesting a refund

Email [email protected] from the address on your account and include the order number. We confirm the request within two business days and tell you the amount that will be refunded.

How the money comes back

Refunds go back to the payment method used for the order. A card payment is refunded to the same card through the bank that processed it. We cannot move a card refund to another card, to a bank account or pay it out in cash.

Approved refunds are issued within 14 days. Your card issuer then needs a few business days to show the credit on your statement.

Card payments are charged in RSD and refunded in RSD. If your card is in another currency, your bank converts the refund at its own rate on the day, so the amount on your statement can differ slightly from the original charge. See payments and card security for how conversion works.

Orders paid by bank transfer are refunded to the account the payment came from.

Right of withdrawal for consumers

If you order as a consumer rather than a business, you can withdraw from the contract within 14 days of the day we confirm your order, without giving a reason. This follows the Serbian Law on Consumer Protection and, for consumers living in the European Union, EU consumer law. Where those rules give you more than the windows above, they apply instead.

At checkout you ask us to start setup straight away and confirm that you understand what that means. If you then withdraw within the 14 days, we keep an amount proportional to the service provided up to the day you withdraw, and refund the rest. Domain registrations and SSL certificates are completed when the registry or certificate authority accepts them, and the withdrawal right for those ends at that point.

To withdraw, send a clear statement that you are withdrawing to [email protected] or by post to Partizanska 4, 21235 Temerin, Serbia. You can use the form below, but you do not have to. A refund for a withdrawal is paid within 14 days of receiving your notice.

Withdrawal form

Renewals and cancelling

Every service is ordered for a fixed term: one month, one year, two years or three years. Your card is not stored and is not charged automatically. Before a term ends, we issue a renewal invoice for the next term at the renewal price shown when you ordered. You pay it the same way as the first order.

To cancel, email [email protected] from the address on your account before the term ends and name the service or order number. The service stays active until the end of the paid term and is then switched off. If a renewal invoice is not paid, the service is suspended five days after the term ends and deleted 30 days after that, as set out in the Terms of Service. Download your data before the end of the term.

Complaints

A complaint about a charge, a refund decision or the service itself can be sent by email to [email protected] for billing matters or [email protected] for anything else, by post to Partizanska 4, 21235 Temerin, Serbia, or by phone on +381 62 195 0963. Include your order number, what went wrong and what you would like us to do. Attach invoices, screenshots or error messages if you have them.

Receipt

We confirm receipt and give the complaint a reference number.

Answer

You receive a written answer within 8 days, saying whether the complaint is accepted and how we propose to resolve it.

Resolution

An accepted complaint is resolved within 15 days of the day we received it. If that is not possible for a reason outside our control, we tell you why and give you a new date.

Complaints are kept on record for two years, as required by law.

Consumers in Serbia who are not satisfied with our answer can apply for out-of-court resolution to a dispute resolution body on the list kept by the ministry responsible for trade. Consumers elsewhere can contact the consumer protection authority in their country.

Card disputes

If you see a charge from us that you do not recognise, or the amount looks wrong, email [email protected] first. Billing errors are corrected and refunded under this policy, and that usually takes less time than a dispute through your card issuer. You keep the right to dispute a charge with your issuer at any time.