Legal / 04

Refund Policy

• Last updated 14 October 2026
• Version 0.1
• SCB Network Ltd

Draft. This document has not yet been reviewed by a solicitor and is not in force. Highlighted items are details SCB Network still has to confirm.

This policy explains when you can get your money back. It forms part of our Terms of Service and does not affect your statutory rights.

01Your 14-day right to cancel (consumers)

If you are a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel a new service within 14 days of the day the contract starts, without giving a reason.

Our services start straight away when you order, at your request. If you cancel within the 14 days, we refund what you paid, minus a proportionate amount for the days the service was provided before you told us you were cancelling.

To cancel, open a support ticket or email [email protected] with your account email and the service, or use the model cancellation form. You only need to send it before the 14 days end.

02Our 30-day money-back guarantee

On top of your legal rights, if you are not happy with a new shared, WordPress or reseller hosting plan, you can cancel within [30] days of the first order and we will refund the hosting fee in full. This applies to businesses as well as consumers, once per customer, and to the first Billing Period only.

03What cannot be refunded

Some products are bought from third parties for you as soon as you order, and the cost cannot be recovered. When you order them we ask you to agree that the service starts immediately and that you lose the right to cancel once it has been fully provided:

• Domain names: registrations, transfers and renewals cannot be refunded once the registry has processed them.
• SSL certificates: cannot be refunded once the certificate has been issued. Before issue, we refund in full if you cancel.
• Migrations: cannot be refunded once the migration has been completed.
• Renewals: renewal payments are not covered by the money-back guarantee, but you can cancel before the renewal date to avoid being charged.

Services suspended or ended because of a breach of our Acceptable Use Policy are not eligible for a goodwill refund. Your statutory rights still apply.

04If something goes wrong

If a service is not provided with reasonable care and skill, or does not match its description, tell us and we will put it right. If we cannot, you are entitled to a price reduction or refund under the Consumer Rights Act 2015 (consumers). Credits for downtime are described in our Service Level Agreement.

05How refunds are paid

• Refunds go back to the original payment method: card refunds through Stripe, bank transfers to the account that paid.
• We make consumer cancellation refunds within 14 days of receiving your cancellation.
• Card refunds usually reach your account within 5 to 10 working days, depending on your bank.
• Instead of a refund, you can choose to keep the amount as credit on your SCB Network account.

06Cancelling at any other time

You can cancel any service from the client area at the end of its current Billing Period, so it does not renew. Outside the cases above, we do not refund unused time in the current period.