1. Overview
This Refund Policy forms part of our Terms of Service and explains refund eligibility for each category of service we offer. Different services genuinely work differently here — a domain name registration triggers a real, non-Vercaa-controlled registry transaction the moment it's submitted, while a hosting plan is ours to credit back at our own discretion — so we've kept each category in its own section rather than one rule that would misdescribe some of them.
2. Web Hosting Refunds
New Web Hosting orders are eligible for a full refund if you cancel within 30 days of your initial purchase, provided the account hasn't been suspended for an Acceptable Use Policy violation (see Section 10). This window applies to the first purchase of a hosting plan only, not to every subsequent renewal — see Section 6 for renewals.
Setup fees, if any are shown at checkout for a specific plan, are non-refundable once the account has been provisioned. Web Hosting currently has a $0 setup fee, so this note is a formality today, but it will apply automatically if that ever changes for a given plan.
3. Domain Name Refunds
Domain names work differently from hosting because registering one is a real transaction with the domain registry itself, not just with Vercaa — and like virtually every ICANN-accredited registrar, our ability to refund a registration is bound by the registry's own Add Grace Period: a short window immediately after a new registration during which it can still be deleted and credited back before the registration is permanently locked in with the registry. For most gTLDs (including .com, .net, and .org) that window is industry-standard, typically up to 5 days; grace-period length can vary by extension and registry.
Once that grace period closes, the registration is non-refundable, whether or not you end up using the domain — this isn't a Vercaa-specific restriction, it reflects how the domain name system itself works for every registrar. Renewals, transfers, and any WHOIS privacy/ID protection add-on purchased with a domain follow the same grace-period logic. See our Domain Registration Policy for the full detail, including which extensions we currently support.
4. SSL Certificates
Once a Certificate Authority (CA) has issued an SSL/TLS certificate, that issuance can't be reversed — this is true of every CA and every reseller, not a Vercaa-specific rule. Because of that, SSL certificate purchases are non-refundable once the certificate has been issued, even if you haven't installed or otherwise used it. If a certificate order fails validation and is never issued, contact support and we'll sort out a refund for that specific order.
5. Other Add-On Services
For our other Market Connect add-ons — VPN (NordVPN), 360 Monitoring, Backup (CodeGuard), Email & Email Security (OpenXchange), and Website Security (SiteLock) — we haven't yet published a fixed refund window separate from what's stated in this policy. In practice, if you cancel shortly after purchasing one of these, open a support ticket and we'll review it on a case-by-case basis until a specific window is published here.
6. Renewals & Auto-Renewal Charges
The refund windows above apply to a service's initial purchase, not to every renewal. If a subscription renews automatically and you didn't intend for it to, contact support as soon as possible after the charge — we're generally able to reverse a renewal charge if you reach out promptly, before the renewed term has meaningfully been used, but this isn't an unlimited window and gets harder the longer it's been.
You can turn off auto-renewal for any Service from your client area at any time to prevent future renewal charges entirely.
7. How to Request a Refund
To request a refund, open a support ticket and include the affected service/invoice and the reason for your request. We don't currently have a self-service "instant refund" button in the client area — every request is reviewed by a real person against the rules on this page.
8. Refund Method & Processing Time
Approved refunds are returned using the same payment method the original charge was made with wherever that's possible. Since payment on this platform is currently processed via bank transfer, approved refunds are issued back via bank transfer as well; processing time depends on your bank and is outside of our direct control once we've submitted it.
9. Chargebacks
Please contact support before filing a chargeback with your bank — we can usually resolve a billing issue faster directly, and a chargeback can result in immediate suspension of the affected service(s) while it's investigated, in addition to any bank-side fee. If you believe a charge was made in error, Section 7 is the fastest path to a resolution.
10. Abuse & Policy-Violation Exception
If a Service is suspended or terminated for violating our Acceptable Use Policy or Terms of Service, amounts already paid for that Service are not refundable, regardless of how much of the refund window in Section 2 would otherwise remain.
11. Governing Law
This Refund Policy is part of our agreement with you and is governed by the same law as our Terms of Service — see that document's "Governing Law & Disputes" section for the applicable jurisdiction.
12. Changes to This Policy
We may update this Refund Policy as our services or business practices change — for example, once the placeholder in Section 2 is finalized. Material changes will be reflected by updating the "Last updated" date at the top of this page.
13. Contact Us
Refund requests and questions about this policy go through our real support channels:
- Open a support ticket — the correct way to actually request a refund (see Section 7).
- Browse the Help Center — for self-service answers to common questions.