Refund and Money-Back Policy
Last updated 14 September 2026
Shared hosting comes with a 30-day money-back guarantee. This page sets out exactly what that covers, what it does not, and how to claim.
What the 30 days covers
If you buy a new shared hosting plan and decide within 30 days of the order date that it is not right for you, ask us and we will refund the hosting fee in full. The guarantee applies once per customer and to first-time purchases of a shared hosting plan, not to renewals or upgrades.
What is excluded
- Domain registrations, renewals and transfers. Registry fees are paid out as soon as the order is placed and cannot be recovered. If your plan included a free domain, the domain fee is deducted from the refund.
- cPanel and other third-party licences, which are billed to us per month.
- VPS setup fees and any one-time provisioning charges.
- Add-ons such as dedicated IP addresses, licence upgrades and paid migrations.
- Renewals, upgrades and downgrades of an existing service.
- Accounts terminated for breach of the Acceptable Use Policy or for fraud or chargeback abuse.
VPS servers
Managed and unmanaged VPS plans are provisioned on dedicated resources and are not covered by the 30-day guarantee. Setup fees on VPS plans are shown on the plan card before you order and at checkout.
How to claim
Open a ticket from the client portal, or email support@czonehost.com from the address on your account, with your invoice number and a one-line reason. We do not require a long explanation, but the reason helps us improve.
Timeline
Approved refunds are issued to the original payment method. We start the refund within 3 business days of approval. Your bank or card issuer normally takes a further 5 to 10 business days to show it. Where the payment gateway or your bank applied a conversion or transaction fee, that fee is not part of the amount we received and cannot be refunded by us.
Cancelling without a refund
You can cancel any service at any time from the client portal. Outside the 30-day window, cancellation stops the next renewal; the current paid term runs to its end and is not refunded pro rata.