Refund & Cancellation Policy

1Points

• Points already used or deducted from your balance are not refundable.
• Fully unused points can be refunded within 7 days of purchase, as long as the balance has not been used.
• If points were deducted because of a clear technical error on our side (for example a reply that never arrived), we restore them after review.
• Free DOLPHIN models and welcome bonus points have no cash value.

2Domains

• Once a domain is registered with the registrar its price cannot be refunded, as that is outside our control.
• You can cancel the order and get a full refund if we have not started the registration.
• If a domain cannot be registered for any reason (for example it is taken), we refund you in full or switch to an alternative you choose.

3Hosting, email and control panel

• You can cancel and get a full refund before activation.
• After activation: if you hit a substantial technical problem we could not fix within 7 days of activation, we refund the unused remaining period.
• Refunds do not cover suspension for breaching the terms or unlawful content.
• Renewals are not refundable once the new period has started.

4Special offers

Fixed-price, fixed-term offers (such as the domain, hosting and control-panel offer) follow the same rules above, and one offer cannot be used more than once per account unless the offer states otherwise.

5How to request a refund

• Send us your order number and the reason through the platform messages.
• We review the request and reply within 3 business days.
• Approved refunds are returned via the same payment method you used (Vodafone Cash or InstaPay) within 7 business days.

6Not covered

• Abuse of the service or breach of the terms.
• Requests made after the service has been fully used.
• Errors caused by wrong details you entered (for example a misspelled domain) after the order was fulfilled.

7Contact us

You can reach us through the in-platform messages.