Request the cancellation in the client area, then open a ticket in Sales Support and ask for the refund. It covers shared and business hosting within 30 days.
Who can get a refund
The 30-day money-back guarantee applies when all of these are true:
- The plan is Shared Web Hosting or Business Hosting. No other service is refundable.
- It's your first account with us. If you had an account before, cancelled and signed up again, or opened a second account, you can't get a refund.
- You ask within 30 days of the day the account was activated. The 30 days count from activation, not from the day you placed the order.
- It's the first term. The guarantee doesn't apply to renewals.
- The account hasn't broken our Terms of Service, Service Agreement or other policies. A violation makes the guarantee void.
What isn't refunded
- Setup fees.
- A free domain that came with the plan: you get 100% of your payment back minus the current cost of the domain registration. The domain stays registered in your name.
- External services, for example dedicated IP addresses and installation charges.
- Account credit. It stays on your account for two years after your last hosting account is cancelled. See Add funds to your account.
These services aren't covered by the guarantee at all, among others:
| Type | Not refundable |
|---|---|
| Hosting and servers | VPS and VDS servers, cloud hosting and cloud servers, reseller hosting, WordPress hosting, Windows hosting and servers |
| Domains | Registration, transfer and renewal, ID protection (Whois privacy), domain reseller deposits |
| Add-ons | Dedicated IP addresses, SSL certificates, SiteLock, Weebly Website Builder, SpamExperts email filtering, Marketgoo SEO, VPS daily remote backups |
| Licenses | WHMCS, LiteSpeed, cPanel, CloudLinux and Imunify360 licenses |
| Other | AI services (AI website builder, AI domain generator, MagizAI), paid migration |
Outside the money-back guarantee, ElySpace has a no-refund policy.
Ask for the refund
Request the cancellation of the plan with the cancellation form in the client area. Cancellations are only accepted through this form, because it confirms the request comes from you. See Cancel a service.
Go to Support > Open Ticket and choose Sales Support.
Write that you'd like a refund under the 30-day money-back guarantee. Add the domain of the plan and the number of the invoice you paid, and say that you've sent the cancellation request. Then send the ticket.
Our team checks the conditions above and replies in the ticket. See View and reply to your support tickets.
Common problems
You aren't sure if you're still within 30 days
Ask in the ticket. We check the activation date of your account, which can be later than the day you ordered.
You'd rather have a different plan than a refund
You don't have to cancel. Switch to a plan that suits you better: see Upgrade or downgrade your hosting plan.
You're thinking about a chargeback
Talk to us first with a ticket in Sales Support. A chargeback with your bank suspends the service the charge belongs to while the dispute is open, so your website and email stop working. A ticket is quicker and keeps your services running.
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Still stuck? Open a support ticket and we'll help.
