Refund Policy

1. 30-day money-back guarantee

Shared hosting and reseller hosting come with a 30-day money-back guarantee. If the service is not right for you, tell us within 30 days of your first payment and we will refund it in full. You do not need to explain why.

The guarantee applies to your first payment only, once per customer. It does not apply to renewals.

2. Managed VPS

Managed VPS plans are not covered by the money-back guarantee. We incur the cost of the underlying server as soon as it is provisioned, and we spend several hours building and hardening it before handover.

If something goes wrong on our side — the server is not delivered as specified, or we cannot make it work — contact us and we will resolve it or refund you. This is handled case by case.

3. What is never refundable

Domain names. Once a domain is registered or renewed, the registry fee is spent and cannot be recovered. This applies even if you cancel within the guarantee period, and even if you registered the domain by mistake. Please check the spelling before you order.

Third-party licences. Control panel licences and commercial software bought on your behalf.

Additional admin time. Hours worked beyond your included allowance on a managed VPS.

Services terminated for breach. If we suspend or terminate your account under our Acceptable Use Policy or Terms of Service, no refund is due.

4. Renewals

Renewal payments are not refundable. We send renewal reminders 14 days before an invoice is due, and again before payment is taken.

If a renewal was taken in error — for example you had already cancelled — contact us and we will put it right.

5. Annual plans

If you cancel an annual plan part-way through the term and you are outside the 30-day guarantee period, no refund is due for the remaining months. This is the trade-off for the discounted annual rate.

6. Your statutory rights

If you are a consumer in the UK or EU, you normally have 14 days to cancel a distance contract.

Because hosting begins immediately, you are asked at checkout to agree that the service starts straight away. In doing so you acknowledge that you lose the automatic 14-day cancellation right once the service has been provided.

Our 30-day money-back guarantee on hosting plans is more generous than the statutory period, so in practice you are better off under this policy. Nothing here affects your rights where the service is faulty or not as described.

7. How to request a refund

Open a ticket in the Billing department at customer.vpspioneer.com, or email billing@vpspioneer.com. Include your account email and which service you are asking about.

We aim to respond within one working day. Approved refunds are processed back to the original payment method within 5 working days, though your bank may take longer to show it.

8. Chargebacks

If you have a billing problem, please contact us first. We would much rather sort it out directly.

Raising a chargeback without contacting us results in immediate suspension of all your services pending resolution, and we may decline to provide services to you in future.

9. Contact

Billing: billing@vpspioneer.com General: hello@vpspioneer.com

VPSPIONEER LTD, Company No: 16893138