1. 30-day money-back guarantee
Shared hosting and reseller hosting are covered by 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.
Reseller plans with a WHMCS licence. The WHMCS licence is a third-party licence that we pay for the moment it is issued and cannot return, so it is treated differently depending on the plan:
- Partner Grow and Partner Pro (licence included): if you claim the guarantee after the licence has been issued, we deduct $14.99 for the licence and refund the rest of your first payment. The licence is cancelled together with the plan.
- Partner Start with the WHMCS add-on: the guarantee covers the reseller plan only. We refund the plan; the add-on fee is not refunded, and the licence stays with you for the period you have paid for.
Please note that we do not provide installation or setup support for WHMCS, and that problems caused by WHMCS itself are not grounds for a refund once the 30-day guarantee has passed. See section 9 of our Terms of Service.
2. VPS plans
Cloud VPS, Cloud n8n VPS, AI Agent VPS and Managed VPS are covered by our 30-day money-back guarantee. If you cancel within 30 days of your first order, we delete the server and refund your payment in full.
After 30 days there is no minimum term: you can cancel at any time and the service ends at the close of the period you have paid for. Renewal payments are not refunded.
This does not affect your statutory cancellation rights described below.
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, including WHMCS licences. The WHMCS add-on on Partner Start and on VPS plans is never refunded. The licence included with Partner Grow and Partner Pro is charged at $14.99 against any refund of that plan (see section 1).
Additional admin time. Hours worked beyond your included allowance on a managed VPS, and sysadmin hours booked on a Cloud 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 the 30-day guarantee period has passed, 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 and servers begin 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. For a VPS, the service is provided when the server is handed over to you.
Our 30-day money-back guarantee on hosting and VPS 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
Something here unclear, or you need this in writing for your own records? Open a ticket and we’ll answer.