Refund & Cancellation Policy

Last updated: 9 October 2026

This policy applies to services bought on netvo.io from NETVO LTD (registered in England & Wales, Company No. 16885314, registered office 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom). It forms part of our Terms of Service. Nothing in it limits your statutory rights.

1. How billing and renewals work

• Services are subscriptions, billed in advance for the billing period you choose at checkout (monthly, quarterly, annually or another period where offered).
• Every service renews automatically at the end of its billing period, at the same recurring price shown at checkout, until you cancel. One-time setup fees are not charged again. If a promotional discount applied to your first period only, the regular price shown at checkout applies from the first renewal.
• We email you a renewal invoice before each due date. If you have saved a payment method, it is charged automatically on the due date.
• Card charges appear on your bank or card statement as NETVO.

2. How to cancel

• Client Area: Services → select the service → Request Cancellation. Choose End of billing period (the service runs until the end of the period you have paid for) or Immediate.
• Domains: Domains → select the domain → turn auto-renew off.
• Email: write to [email protected] from the email address on your account and name the service.

Cancellations take effect at the end of the paid period unless you ask for immediate cancellation. To avoid the next renewal charge, cancel before the renewal due date; if you cancel while a renewal invoice is still unpaid, that invoice is cancelled and nothing further is charged. After cancellation no further charges are made for that service. We confirm every cancellation by email.

3. Refunds by product

3.1 Web hosting, WordPress hosting and business email — 14-day money-back guarantee

• If you cancel within 14 days of the first payment for one of these services, we refund that first payment in full.
• The guarantee covers the first payment for a new service only, not renewals.
• It does not cover domain registrations, software licences, SSL certificates or setup fees ordered with the service (see below).
• After 14 days the current period is not refunded; cancel to stop future renewals.

3.2 Cloud servers, managed services, storage and network services

• Before the service is delivered you can cancel for a full refund, including when we cannot deliver within the times in our Delivery & Provisioning Policy.
• Once delivered, the current billing period is not refunded, except where section 4 or a fault on our side applies.

3.3 Dedicated servers, budget dedicated servers and GPU servers

• These servers are prepared specifically for you. Before delivery you can cancel for a full refund.
• Once the server has been provisioned, the setup fee and the current billing period are non-refundable.

3.4 Domains, software licences and SSL certificates

• Domain registrations, renewals, transfers and restores are non-refundable once submitted to the registry. If a registration or transfer cannot be completed, we refund it in full or credit your account, as you prefer.
• Software licences and SSL certificates are non-refundable once issued. If we cannot issue them, we refund in full.

3.5 Proxies

• Full refund if your proxy access has not been issued yet.
• Once issued, proxy services are non-refundable; traffic (GB) already used is never refunded.

3.6 Setup fees, add-ons and suspended services

• Setup fees and usage-based charges are non-refundable once the work has been done or the resource used, except where we fail to deliver.
• Services suspended or terminated for a breach of our Acceptable Use Policy or Proxy Use Policy are not refunded.

4. Consumers: your statutory right to cancel (UK/EU)

If you buy as a consumer (for purposes outside your trade or business), you have a legal right to cancel within 14 days of the contract date without giving a reason.

• Our services start straight away. At checkout you expressly ask us to start your services immediately, during the cancellation period.
• If you then cancel within 14 days, we refund what you paid minus a proportionate amount for the service provided up to the time you told us you were cancelling.
• Once a service has been fully performed within the 14 days (for example a domain registration submitted to the registry, or a licence or SSL certificate issued), you lose the right to cancel it, and you acknowledge this when you place your order.

To cancel, email [email protected] or use the Client Area cancellation form. Where the 14-day money-back guarantee in section 3.1 gives you more than this, the guarantee applies. If a service is faulty or not as described you also have rights under the Consumer Rights Act 2015, whatever this policy says.

5. How to request a refund and how it is paid

• Email [email protected] or open a support ticket with the invoice number and the reason.
• Refunds go back to the original payment method. Card refunds are made through Stripe and usually reach your account within 5–10 business days, depending on your bank. PayPal refunds go back to your PayPal account. Bank transfer and crypto refunds are paid to an account or wallet you confirm in writing, in the amount originally paid in the invoice currency; you can choose account credit instead.

6. Questions and payment disputes

If something is wrong with a charge, please contact us first at [email protected] or +44 7405 137631; most billing issues are fixed quickly without involving your bank. See also our Terms of Service and Delivery & Provisioning Policy.