Refund & Cancellation Policy

Refund & Cancellation Policy

Company details: Legal entity name, company number, registered office, VAT number, and ICO registration (if applicable) are configured by administrators and shown when available. Until configured, treat references to the controller identity as incomplete placeholders — not invented registrations.

1. Overview

This policy explains cancellations and refunds for Rackstead services. It distinguishes consumers (individuals acting outside their trade) and business customers. Mandatory UK consumer rights are not excluded where they apply.

2. Recurring services

VPS and similar services are typically sold on monthly or annual recurring cycles. At checkout we disclose initial price, billing period, automatic renewal, and how to cancel. Auto-renew may be managed in account/billing settings where supported.

3. Cancellation

You may cancel future renewals via the control panel (service cancellation / disable auto-renew where available) or by contacting support. Cancellation normally stops the next renewal; unused time refunds are not automatic for business customers unless required by law or we agree otherwise.

4. Consumers — cooling-off

If you are a UK consumer ordering digital/hosting services at a distance, you may have a 14-day cancellation right under consumer contracts rules. If you ask us to start provisioning during the cancellation period, you may be asked to acknowledge that you may lose some or all of the cooling-off refund for the period of performance. Exact consumer outcomes depend on statutory rights and the service started — seek confirmation at order time; this draft does not invent waiver language beyond that acknowledgement flow.

5. Wallet credits

Wallet top-ups are generally non-refundable once available as account credit, except for duplicate payments, proven provider errors, or where required by law. Promo credits are non-refundable.

6. Provisioning failures

If we fail to provision a paid service for reasons solely within our control, we will refund the related charge to wallet or original payment method where practicable.

7. AUP terminations

Services terminated for AUP violations are generally not refundable for the remaining term, without prejudice to mandatory consumer rights.

8. Chargebacks

Contact support before filing a chargeback so we can investigate. Unjustified chargebacks may lead to account suspension.

9. Contact

Billing questions: support channel or support email in Company Details.