Refund Policy

Refund Policy

At ENVIROWEB LTD, we strive to provide exceptional service and value to our customers. However, we understand that there may be instances where you need to request a refund. This Refund Policy outlines the conditions under which refunds are processed, your rights as a consumer or business customer, and the circumstances in which refunds are available.

In this Refund Policy, "we," "us," and "our" refer to ENVIROWEB LTD, the service provider. "you" and "your" refer to the individual or entity purchasing and using our services. "Consumer" refers to individuals purchasing services for personal, non-business-related use, while "Business Customer" refers to individuals or entities purchasing services for business purposes.

1. Consumer Rights (UK & EU Customers)

1.1 14-Day Right to Withdraw

As a consumer residing in the UK or the EU, you have the right to withdraw from the purchase of any service or product within 14 days of the contract date, in compliance with the Consumer Contracts Regulations 2013. This right applies to most services, with exceptions (e.g., domain names).

1.2 Exceptions to the 14-Day Right

• Non-refundable Digital Services: Once a domain name is registered, the service is provided immediately and tailored specifically to you. Therefore, under the Consumer Contracts Regulations 2013, domain name registrations and transfers are non-refundable once processed. You acknowledge that domain name registrations and transfers are non-refundable once processed. By completing your order and agreeing to the “Domain Refund Acknowledgement” during checkout, you agree that you understand and accept this condition.

• Third-party Products: For certain third-party services, such as SiteLock, DigiCert SSL Certificates, OX App Suite, Marketgoo, and 360 Monitoring, the right to withdraw applies for 14 days, but service-specific refund periods will still be respected where applicable (see section 3 for details).

1.3 Costs for Services Rendered

If you initiate a refund within the 14-day right to withdraw period, we may deduct reasonable charges for the services already provided up to the point of your refund request, which may result in a partial refund rather than a full refund.

2. Business Customers

2.1 No Right to Withdraw

If you are purchasing our services for business purposes, the 14-day withdrawal right does not apply. All sales for business customers are final, except where stated otherwise in specific service agreements or at our discretion.

2.2 Domain Names

Once a domain name is registered, the service is provided immediately and tailored specifically to you. Therefore, under the Consumer Contracts Regulations 2013, domain name registrations and transfers are non-refundable once processed. You acknowledge that domain name registrations and transfers are non-refundable once processed. By completing your order and agreeing to the “Domain Refund Acknowledgement” during checkout, you agree that you understand and accept this condition.

3. Refund Eligibility by Service

3.1 Consumer Eligibility

• Shared Hosting Services:
  • Refund Period: 30 days from the date of purchase.
• SiteLock, DigiCert SSL Certificates, OX App Suite, Marketgoo, 360 Monitoring:
  • Refund Period: 14 days from the date of purchase.
• Domain Names:
  • Non-refundable: Due to the nature of domain registration and transfer services, no refunds will be provided once the registration or transfer has been processed, as agreed upon during the checkout process.

3.2 Business Customers

As a business customer, you acknowledge that consumer-specific statutory protections, such as the Consumer Contracts Regulations 2013, do not apply to your purchases.

• Shared Hosting Services:
  • Refund Period: 30 days from the date of purchase.
• DigiCert SSL Certificates, OX App Suite:
  • Refund Period: 14 days from the date of purchase.
• 360 Monitoring:
  • Refund Period: 10 days from the date of purchase.
• SiteLock & Marketgoo:
  • Refund Period: 3 days from the date of purchase. After 3 days, no refunds will be provided.
• Domain Names:
  • Non-refundable: Once processed, domain registrations and transfers are non-refundable.

4. Protection Against Repeated Refund Requests

To prevent abuse of the refund policy (e.g., purchasing, refunding, and repurchasing services to extend access), we reserve the right to refuse future purchases and/or refunds if we detect patterns of misuse. By requesting a refund, you agree not to repeatedly purchase and request refunds for the same service, which constitutes abuse of the refund policy.

This clause does not affect your statutory rights as a consumer under applicable consumer protection laws.

5. Process for Initiating a Refund

5.1 How to Request a Refund

To initiate a refund request, please contact our billing support team via your account dashboard. Refund requests must include your order number, the service or product for which you are requesting a refund, and the reason for the request. We will review your request and respond within 5 business days. Failure to provide the requested information within the applicable refund period may result in the forfeiture of your right to a refund. It is your responsibility to ensure that all required information is submitted within the designated timeframe.

5.2 Immediate Suspension of Service

Once a refund request has been processed and approved, access to the associated service will be immediately terminated. You will no longer have access to any data or features associated with that service, and it will not be recoverable.

5.3 Exceptional Circumstances

In rare instances, and at our sole discretion, we may consider refund requests outside the stated refund period due to exceptional circumstances. This will be determined on a case-by-case basis, taking into account factors such as service usage and the nature of the request.

6. Non-refundable Services

6.1 Domain Names

Once a domain name is registered, the service is provided immediately and tailored specifically to you. Therefore, under the Consumer Contracts Regulations 2013, domain name registrations and transfers are non-refundable once processed. You acknowledge that domain name registrations and transfers are non-refundable once processed. By completing your order and agreeing to the “Domain Refund Acknowledgement” during checkout, you agree that you understand and accept this condition.

7. Refund Processing Time

7.1 Refund Method

Refunds will be credited back to the original payment method used at the time of purchase. Processing times may vary depending on your payment provider but typically take 7-14 business days.

8. Credit Card Chargebacks and Fraud Prevention

8.1 Chargebacks: Explanation and Consequences

A chargeback occurs when a customer disputes a payment with their bank or payment provider, alleging that the payment was unauthorised or improper. This is a manual process initiated either by the customer or the merchant, and it implies a breach of the agreed terms of service, which confirm the validity of all transactions processed on our platform.

All services provided by us are arranged online with explicit agreement to our terms of service. Therefore, any chargeback initiated against a payment related to an issued invoice will be considered fraudulent and may result in immediate account suspension or termination.

If you believe a chargeback has been initiated in error, please contact us immediately to resolve the issue. We strive to resolve disputes amicably and in compliance with your consumer protection rights.

• Fraudulent Chargebacks: Whether a chargeback is initiated mistakenly or intentionally, it is treated as a serious issue. The chargeback process is a formal procedure handled by financial institutions, with significant consequences. We urge our clients to reach out to us directly to resolve any billing issues before resorting to a chargeback, in order to avoid unnecessary complications.
• Administrative Fee for Chargebacks: In the event of an unjustified chargeback against our business, a minimum administrative fee of £250 will be charged. This fee covers costs related to chargeback disputes, including bank fees and the administrative work required to resolve the dispute. The fee also compensates for the damage caused by false chargeback claims, which can strain our relationships with merchants and financial institutions.
• Consequences of Account Termination: Engaging in the chargeback process can lead to the suspension or termination of services associated with your account. In such cases, we reserve the right to terminate services without prior notice, potentially resulting in irreversible data loss. It is crucial to follow the dispute resolution processes outlined in our terms of service to prevent service disruptions and data loss.
• Restoration Fee After Dispute Resolution: If services are suspended or terminated due to a chargeback, and the dispute is resolved in our favour, a restoration fee of £25 per hosting account will apply to reinstate services. This fee facilitates the recovery of your account to its previous state, provided the chargeback dispute has been successfully resolved.
• The Impact of Chargebacks: Chargebacks carry significant consequences for all parties involved. Beyond financial costs, they disrupt business operations and strain relationships with financial institutions. We strongly advise our clients to consider the serious nature of chargebacks and only use them as a last resort. Please follow the resolution mechanisms in our terms of service to address any issues constructively.

By understanding and adhering to these guidelines, clients can help ensure smooth service and avoid the repercussions of unnecessary chargebacks. While we treat unjustified chargebacks seriously, nothing in this section limits your statutory rights as a consumer under applicable consumer protection laws.

8.2 Handling Chargebacks

If a chargeback is initiated by your payment provider for any reason, we reserve the right to:

• Suspend or terminate the associated services while the chargeback is being investigated.
• Recover any unpaid fees related to the disputed charge.
• Permanently disable your account if chargebacks are deemed to be fraudulent or abusive.

8.3 Fraudulent Transactions

We actively monitor transactions for fraud prevention. Any purchases determined to be fraudulent will result in:

• Immediate termination of services.
• Reporting to appropriate authorities for further investigation.
• You may be responsible for all costs associated with the investigation and recovery of lost funds, including but not limited to legal fees and associated recovery costs.

8.4 Resolution of Chargebacks

If you believe a chargeback has been initiated in error, we encourage you to contact our billing support team immediately via your account dashboard to resolve the issue before proceeding with a dispute through your payment provider. Unresolved chargebacks may result in permanent account suspension and forfeiture of access to our services.

8.5 Credit Card Chargebacks for Domain Registrations

In the event of a charge-back by the credit card company (or similar action by another payment provider used by us) for the payment method used in connection with a domain registration, you agree and acknowledge that the domain registration shall be transferred to us, as the paying entity for that registration to Enom and the relevant registry. We reserve all rights regarding such domain, including, but not limited to, the right to make the domain available to other parties for purchase. We also reserve the right to lock your account and any remaining domains until we receive payment of any administrative fees and/or chargeback fees. At our sole discretion, we may reinstate your domain registration upon receipt of the registration fee and any applicable administrative and/or chargeback fees.

8.6 Credit Card Chargebacks for Non-Domain Registration Services

In the event of a charge-back by the credit card company (or similar action by another payment provider) for the payment method used in connection with non-domain registration services, those services will not be initiated or will be discontinued if previously in use. Any data or information maintained by the service may be deleted, and your account, along with any remaining services, may be locked until we receive payment of any administrative fees and/or chargeback fees. At our sole discretion, we may reinstate your services upon receipt of the non-domain registration fee and any applicable administrative and/or chargeback fees.

8.7 Consumer Protection Rights

Nothing in this section limits or overrides your statutory rights as a consumer under applicable consumer protection laws.

9. Consumer Rights

This Refund Policy is designed to respect your rights as a consumer under the Consumer Rights Act 2015 (UK) or applicable local consumer protection laws in your jurisdiction. Nothing in this policy shall limit or affect your statutory rights as a consumer. For more information on your consumer rights, please refer to the relevant consumer protection authority in your country.

10. Contact Information

For any questions or concerns regarding our Refund Policy or to initiate a refund request, please contact us at: