How charges, renewals, refunds, credits, and billing disputes are handled.

This is SiteHarbour's Refund & Billing Policy, which outlines the processes and procedures regarding charges, refunds, and billing disputes related to the use of the Services.

Any capitalized terms used in this policy but not defined here carry the meanings given to them in the Terms of Service, available at siteharbour.com/terms-of-service.

SiteHarbour strives to ensure the utmost satisfaction with its web hosting services. To provide peace of mind, SiteHarbour offers a 7-day money-back guarantee on new web hosting plans. The guarantee period begins on the date of initial purchase and applies to all web hosting services.

1. Eligibility

The 7-day money-back guarantee applies to all new web hosting plans purchased from SiteHarbour. The guarantee period starts from the date of the initial purchase.

2. Cancellation Process

To cancel a web hosting plan, the customer must submit a cancellation request through the customer support portal or by emailing [email protected]. The cancellation request should include account details, the reason for cancellation, and any feedback. This information helps SiteHarbour improve its services.

3. Refund Process

Upon receiving a valid cancellation request within the eligible period, SiteHarbour will process the refund within 3 to 7 business days. Refunds are issued using the original payment method where possible. Depending on the customer's bank or payment provider, it may take additional time for the refund to reflect in the account. Refunds are subject to the terms of any third-party payment processor, and those terms take precedence over SiteHarbour's Terms of Service and Policies. If a refund cannot be returned through the original payment method, SiteHarbour will make commercially reasonable efforts to return or credit the appropriate funds.

4. Exclusions

The following are not eligible for a refund under this policy: domain name registration and renewal fees; SSL certificates; third-party licenses; third-party services purchased through SiteHarbour; setup fees and migration fees where applicable; additional services or add-ons not included in the standard hosting plan; and accounts terminated due to violations of the Terms of Service.

5. Limitations

Package Renewal: All hosting plans and domain names are set to automatically renew on their renewal date after the initial term and any subsequent renewal terms, to avoid service disruption. The initial renewal date is displayed at checkout. Subsequent renewal dates appear on every invoice and in the Services and Domains sections of the client portal. An email invoice for the upcoming renewal term, including the duration and price, is also sent to the address associated with the account.

Domain Name Renewal: Domain names are set to automatically renew five (5) days before the expiration date to prevent disruption, as expired domains immediately redirect to a landing page. If the payment method supports automatic charges, the account will be charged five (5) days before the expiration date unless the renewal is cancelled more than two (2) days before the renewal date (which is seven (7) days before the extension of domain name service becomes effective). If the chosen payment method does not support automatic payments, a manual payment must be made on or before the invoice due date to avoid domain name expiration.

Charges: The due date for fees related to renewed packages is the package renewal date.

Failure to Renew: Accounts with invoices more than fourteen (14) days overdue will be suspended. All overdue invoices must be paid to reactivate a suspended account. Accounts with invoices more than two (2) months overdue are considered abandoned and may be subject to termination.

The 7-day money-back guarantee is limited to one per customer. Multiple accounts registered by the same customer are not eligible for additional refunds. Abuse of the refund policy — such as repeated sign-ups and cancellations — will result in account termination and disqualification from future refunds.

6. Service Disruptions

Refunds will not be granted where service disruption is caused by violations of the Terms of Service, Acceptable Use Policy, or misuse of the Services.

7. Amendments

SiteHarbour reserves the right to amend or modify this cancellation and refund policy at any time without prior notice. Any changes will be posted on the SiteHarbour website, and it is the customer's responsibility to review the policy periodically. For questions or further assistance, please contact [email protected].

Package Renewal: All hosting plans and domain names are set to automatically renew on their renewal date after the initial term and any subsequent renewal terms, to avoid service disruption. The initial renewal date is displayed at checkout. Subsequent renewal dates appear on every invoice and in the Services and Domains sections of the client portal. An email invoice for the upcoming renewal term — including duration and price — is also sent to the address associated with the account.

Domain Name Renewal: Domain names are set to automatically renew five (5) days before the expiration date to prevent disruption, as expired domains immediately redirect to a landing page. If the payment method supports automatic charges, the account will be charged five (5) days before the expiration date unless the renewal is cancelled more than two (2) days before the renewal date (which is seven (7) days before the extension of domain name service becomes effective). If the chosen payment method does not support automatic payments, a manual payment must be made on or before the invoice due date to avoid domain name expiration.

Charges: The due date for fees related to renewed packages is the package renewal date.

Failure to Renew: Accounts with invoices more than fourteen (14) days overdue will be suspended. All overdue invoices must be paid to reactivate a suspended account. Accounts with invoices more than two (2) months overdue are considered abandoned and may be subject to termination.

Once the Services are made available, the customer is responsible for all fees associated with their use of the Services. The first invoice is generated at the time of purchase. Subsequent invoices for Renewal Terms are generated three (3) days prior to the first day of the Renewal Term (the "Due Date"), unless other arrangements have been made or a cancellation request has been submitted through the client portal. Invoices are accessible in the "My Invoices" section of the client portal.

The customer is responsible for paying all fees and charges specified in the emailed invoice on the Effective Date and in any invoice generated for a Renewal Term. If payment is made by credit card, PayPal Billing Agreement, or any other method capable of automatic charge, the account will be charged on the Due Date. New services, packages, or domains that remain unpaid after seven (7) days may be cancelled.

If payment is not made for the Services, SiteHarbour may assign unpaid balances to a collection agency. The customer agrees to reimburse SiteHarbour for all expenses incurred in recovering outstanding sums, including attorney's fees and other legal expenses where necessary.

Price Adjustments: SiteHarbour may make changes to plans and pricing to remain competitive. Invoices that have already been paid cannot be modified; plan changes apply to future invoices only. Except for fluctuations in non-US Dollar denominated currencies, no price changes will take effect without the customer's consent during an active initial term or Renewal Term. Price changes may occur between Renewal Terms and will be clearly stated in the renewal invoice. To avoid being charged an adjusted price for a Renewal Term, the subscription must be cancelled before the invoice triggers payment.

Customers may change plans during an active term or Renewal Term. While paid invoices cannot be modified, SiteHarbour will adjust the plan and pricing for unpaid invoices in any upcoming Renewal Term.

In the event that a significant change in SiteHarbour's business or a supplier's pricing necessitates an alteration to the Services during the middle of an initial term or Renewal Term, SiteHarbour will provide written notice outlining the proposed changes in reasonable detail. If such material changes occur — including but not limited to changes in the duration of the current term, the scope or type of Services, or the price for the Services — the customer will have thirty (30) days from the date of the notice to either: (i) consent to the proposed changes and accept the revised terms, effective from the date of consent; or (ii) allow the Services to be terminated at the end of the thirty (30) day period. If consent is not provided within this timeframe, SiteHarbour may terminate the Services before the end of the current term without further notice.

SiteHarbour may offer discounts for pre-payment or extended terms. However, if the customer or SiteHarbour terminates the Agreement due to the customer's breach or violation of the Acceptable Use Policy, no refund of pre-paid amounts will be issued. Where a fee was discounted based on an extended term, the customer agrees to pay the balance of that fee (the "Early Termination Fee") as if the full extended term had been completed. SiteHarbour may charge any payment method on file for this amount.

Discounts apply only during the initial term and do not carry over to renewals. They are generally available to new customers unless expressly stated otherwise. Promotional codes are valid only for the services specified in their description, and SiteHarbour reserves the right to remove promotional codes that have been misapplied.

Some services may be subject to fee adjustments based on usage. The calculation of such fees is explained on the relevant product pages. Unless there is an error in the calculation, the customer is responsible for paying them. Fee disputes should be handled in accordance with the dispute provisions in the Terms of Service.

Creating multiple accounts or services to circumvent restrictions, overage charges, or discounts reserved for new customers is a violation of the Agreement.

Payment of fees is due within thirty (30) days of the invoice date or the date specified on the order form. If no due date is specified, payment is due on the twenty-eighth day of the month in which the Services are rendered. Fees must be paid in full without any deductions or set-offs. By providing a payment method, the customer authorises SiteHarbour to automatically charge the fees to that method no more than five (5) days prior to the Due Date.

Orders are subject to fraud screening and may be rejected after submission. SiteHarbour is not obligated to provide the Services until an order is confirmed in writing. Certain services, such as domain name registrations, may not be processed immediately due to availability constraints.

SiteHarbour does not control the pricing set by third-party software providers. If a third-party provider changes its pricing, SiteHarbour may need to adjust its pricing accordingly.

Certain hosting services come with a seven (7) day satisfaction guarantee. To receive a refund of SiteHarbour fees, the customer must submit a cancellation request through the client portal within seven (7) days of the Effective Date.

Refund requests submitted after seven (7) days are not guaranteed and remain at SiteHarbour's sole discretion.

Accounts terminated due to violations of SiteHarbour's policies are not eligible for a refund.

All third-party fees — including domain registration fees, setup fees, cPanel or Plesk licence fees, Softaculous licences, and migration fees — are non-refundable and excluded from the money-back guarantee.

Customers who are not current on their invoices at the time a claimed outage is reported are not eligible for service credits related to that outage.

Customers who have paid invoices late on more than three (3) occasions within the twelve (12) months preceding a claimed outage are also not eligible for service credits.

To maintain a secure and high-performance hosting environment, SiteHarbour employs automated systems that may restrict activity appearing to be malicious or excessively resource-intensive. Restrictions such as bandwidth throttling, account suspension, or termination resulting from these automated systems are not considered downtime and do not qualify for service credits.

Licence: By requesting services that involve data migration, the customer grants SiteHarbour authorisation to access their data for migration purposes. Prior to requesting such services, the customer agrees to back up all data on both the source and target servers.

Upgrades: If a customer upgrades to a higher-priced hosting plan, SiteHarbour will migrate the account to the new service at no additional charge. The data-centre migration fee is also waived if the customer opts to move to a different data centre during the upgrade. Upgrade requests are processed after payment of the price difference is received. Relocating to another data centre without upgrading will incur a migration fee of twenty-five dollars ($25).

Downgrades: When downgrading to a lower-priced plan, the difference between the amount already paid and the new package price will be credited to the billing account as service credit. No cash refund will be issued. A downgrade migration fee of twenty-five dollars ($25) may also apply. Customers considering an upgrade or downgrade should contact the sales or billing department to discuss options and pricing.

Migrations from Other Hosts: All migration-related work is considered part of the Services, as outlined in SiteHarbour's policies. Complimentary migrations require the customer to provide cPanel account credentials from their previous hosting environment. Migrations from non-cPanel hosting environments may be subject to a fee determined by the migration team based on complexity. Shared and WordPress Basic, Premium, and Business plans each include one (1) complimentary migration. If the previous host does not provide cPanel access, a migration fee may apply.

Migrations for Shared and WordPress Web Hosting services are limited to a maximum size of twenty (20) gigabytes. Migrations exceeding this limit may be approved on a case-by-case basis at SiteHarbour's sole discretion.

Other Migration Situations: Customers with specific or complex migration requirements should contact SiteHarbour to discuss feasibility. Depending on the migration team's workload and the complexity of the request, additional charges may apply.

If an error is discovered on an invoice, the customer should notify SiteHarbour as soon as possible by contacting the billing department or submitting a support ticket. Invoice errors are honoured if reported within ninety (90) days of the invoice date. Refund requests submitted after this period may be declined.

Where a correction is approved, the refund will be applied as service credit for use against future invoices. Service credits have no cash value.

For any questions or concerns about a charge from SiteHarbour, customers may contact [email protected] or submit a ticket through the client portal.

Any received chargebacks will incur a fifty dollar ($50) investigation fee on the associated billing account, and all services will be immediately suspended pending investigation. SiteHarbour may reject future use of payment methods from any account for which a chargeback has been previously issued. Receipt of a chargeback or payment reversal may result in the suspension or termination of the account.