Refund Policy

1. The 14-Day Money-Back Guarantee

We would rather you tried our hosting and judged it for yourself. If you order Web Hosting, WordPress Hosting or Reseller Hosting and decide within 14 days of your first order that it is not for you, cancel the service and we will refund the hosting fee in full. You do not need to give a reason, although we always appreciate knowing what we could have done better.

• The guarantee applies to your first order of a hosting plan. Renewals, upgrades and later orders of the same type of plan are not covered.
• It covers the hosting fee only. Domain names, SSL certificates and other items bought with the plan are treated as described in section 2.
• If you used a free domain or migration offer that came with the plan, we may deduct our cost for it from the refund. We will tell you the amount before we process it.

2. Services Without a Money-Back Guarantee

Some services are set up for you immediately, reserve capacity, or involve fees we pay to third parties the moment you order. These do not come with a money-back guarantee:

• VPS and dedicated servers: the server, its IP addresses and any licences are reserved for you when the service is activated, so fees are non-refundable.
• Website Builder plans: the builder, its hosting and templates are available to you in full from the moment of purchase, so fees are non-refundable.
• Web development and custom software: deposits and milestone payments pay for work done or scheduled for you and are non-refundable once that work has started. The payment schedule in your quote applies.
• Domain registrations, transfers and renewals: the fee is passed to the registry as soon as the domain is registered and cannot be recovered. If a registration fails for any reason, you receive a full refund.
• SSL certificates: non-refundable once the certificate has been issued by the certificate authority.
• Add-ons and third-party licences: extra IP addresses, control panel licences, premium DNS and similar add-ons are non-refundable once provisioned.

3. Your Statutory Rights as a Consumer

If you are a consumer, meaning an individual buying for purposes outside your trade or profession, the law gives you rights in addition to this policy, and nothing here takes them away.

• Under the Consumer Contracts Regulations 2013 you may cancel a service bought online within 14 days of the day the contract is made. Where you asked us to start the service during that period and then cancel, we may charge a proportionate amount for the time it was available to you, together with third-party costs we cannot recover, and refund the rest.
• When you order a domain name or SSL certificate you ask us to provide it immediately and acknowledge that, once it has been issued, the right to cancel no longer applies to it.
• Under the Consumer Rights Act 2015 our services must be provided with reasonable care and skill. If they are not, you are entitled to have the problem put right or to an appropriate price reduction, regardless of the time limits above.

The statutory 14-day right to cancel does not apply to business customers, for whom this policy and our Terms of Service set out the full position.

4. How to Request a Refund

The quickest way is from your client area:

1. Sign in and open My Services.
2. Select the service and choose Request Cancellation.
3. Choose Immediate and mention in the reason that you are requesting a refund under this policy.

You can also open a support ticket or email support@twerple.com from the address on your account, quoting the invoice number. We confirm every request by email and tell you what will be refunded and when. Please download any website files, databases and email you want to keep before you cancel, because the data is deleted shortly after the service ends.

5. How Refunds Are Paid

Refunds are paid to the payment method you used for the original purchase, within 14 days of our approving the request and normally within a few working days.

• Card payments: returned through our payment partner, Paddle, to the card you paid with. Depending on your bank, the money can take a further 3 to 10 working days to appear on your statement.
• PayPal payments: refunded to the PayPal account you paid from. PayPal normally shows the refund within 3 to 5 working days.
• Bank transfer payments: refunded by bank transfer to the IBAN the payment came from. We may ask you to confirm the account details first. Transfers within the UK and the SEPA area usually arrive within one to two working days; other international transfers can take up to 5 working days.
• Account credit: if you prefer, we can add the amount to your account as credit to use against future invoices.
• Currency and fees: we refund the amount we received in the currency you paid. We cannot refund bank or currency conversion fees charged by your own bank.

6. When a Refund Is Not Available

The money-back guarantee does not apply where a service has been suspended or terminated for a breach of our Terms of Service, including sending spam, hosting unlawful content, attacking other systems or abusing shared resources. It is also not available for the unused part of a billing period when you cancel after the guarantee period, or to the same person more than once for the same type of service.

If you think a charge is wrong, please contact us before raising a dispute with your bank. We resolve genuine billing mistakes quickly, and a chargeback raised without contacting us may lead to the account being suspended while it is investigated.