Refund Policy

This Refund Policy explains when refunds may be available for services purchased from CanarHost Cloud (“CanarHost”, “we”, “us”, “our”). It must be read together with the applicable Terms of Service, service description, order details, and any written commercial terms.

Nothing in this policy limits any mandatory right that cannot lawfully be excluded under applicable law, including Spanish consumer law, EU consumer protection law, or payment-services rules.

1. Scope and customer categories

This policy applies to hosting, VPS, WordPress hosting, domain-related, migration, support, and related operational services offered by CanarHost.

Refund and withdrawal rights depend on whether you contract:

• as a consumer, meaning a natural person acting for purposes outside a trade, business, craft, or profession; or
• as a business customer, freelancer, professional, association, or other organization.

Unless mandatory law provides otherwise, business customers do not have a statutory 14-day withdrawal right for online orders.

2. Consumer right of withdrawal for distance contracts

If you are a consumer and you enter into a distance contract with CanarHost, you may generally withdraw from the contract within 14 calendar days from the date the contract is concluded, without giving a reason.

To exercise withdrawal, you must send us an unequivocal statement before the deadline. You may email support@canarhost.com and include at least:

• your full name;
• the email address used for the order;
• the relevant service or invoice reference;
• the date of the order; and
• a clear statement that you wish to withdraw from the contract.

You may use the model wording at the end of this policy, but you are not required to do so.

3. Services started during the withdrawal period

Many CanarHost services are activated quickly after checkout. If you are a consumer and ask us to begin setup, activation, migration, provisioning, registration, or other performance before the 14-day withdrawal period ends:

• you may still have a withdrawal right unless the law provides otherwise;
• if you later withdraw after requesting early performance, we may charge a proportionate amount for the part of the service already performed up to the time we receive your withdrawal notice, where the law allows this; and
• where the law allows loss of the withdrawal right after full performance, that result will apply only if the legally required express request, consent, and acknowledgements were obtained.

If the legally required consumer disclosures, requests, or acknowledgements were not obtained, CanarHost will not charge amounts that the law does not permit us to retain.

4. Digital services, hosting accounts, and instant activation

Hosting, managed hosting, VPS, and similar online infrastructure services are typically supplied digitally and may involve immediate account creation, resource allocation, licensing, IP assignment, onboarding work, and security setup.

Accordingly:

• a refund is not automatic merely because little or no traffic has been used;
• where a consumer validly withdraws, any refund may be reduced by the lawful value of the service already supplied after an express request to start early;
• once a service has been fully performed during the withdrawal period with the legally required express request and acknowledgement, the withdrawal right may no longer apply to that fully performed service; and
• for business customers, fees for provisioned service periods are generally non-refundable unless CanarHost agrees otherwise in writing.

5. Domains and registry-dependent services

Domain registration, renewal, transfer, restore, redemption, backorder, premium-domain, DNSSEC, registry, registrar, and similar third-party submission services depend on external authorities and third-party fees that may become irreversible as soon as the request is submitted.

For that reason:

• CanarHost may treat domain-related charges as non-refundable once the relevant request has been submitted to the registrar, registry, or other third-party operator;
• if a domain order includes both CanarHost fees and third-party fees, any refund assessment may treat those components differently;
• failed or rejected submissions caused by invalid data, failed verification, denied transfer approval, registry-policy restrictions, or acts or omissions outside CanarHost’s control do not automatically create a refund right; and
• if mandatory consumer law applies, CanarHost will honor any non-waivable right, but may retain or deduct irreversible third-party costs and the lawful value of work already performed to the extent permitted by law.

6. Renewals, auto-renewals, and cancellation timing

Recurring services may renew automatically unless cancelled before the applicable renewal date through the client area, support channel, or other approved cancellation method.

Unless mandatory law or a specific written commercial promise provides otherwise:

• cancellation stops future renewals only and does not undo the current billing period;
• renewal invoices or automatic renewal charges are generally non-refundable once the new term has started;
• domain renewals and restore actions are generally non-refundable once submitted to the relevant registrar or registry; and
• if you want a service to end at the close of the current term, you must request cancellation before renewal is processed.

7. Custom work, migrations, licenses, and one-off fees

The following items are generally non-refundable once ordered, scheduled, delivered, or materially commenced, except where mandatory law requires otherwise:

• custom setup or custom engineering work;
• managed migrations, emergency work, incident remediation, forensic review, or recovery work;
• consulting, onboarding, or professional services billed by effort or fixed project fee;
• software licenses, control-panel licenses, SSL certificates, IP addresses, and other third-party pass-through items;
• backup restores, expedited support, and other one-time operational charges.

If a consumer contracts one of these services at a distance, any statutory withdrawal right will still be handled in accordance with applicable law, including any lawful deductions for performance already requested and supplied.

8. Suspension, abuse, fraud, and policy breaches

Except to the extent prohibited by mandatory law, CanarHost will not issue a refund merely because a service is suspended, restricted, or terminated due to:

• non-payment;
• suspected fraud, identity concerns, or payment risk;
• abuse, spam, malware, phishing, or security incidents;
• breach of the Terms of Service, Acceptable Use Policy, or other binding service rules; or
• legal or regulatory restrictions affecting the service.

This clause does not limit any non-waivable consumer right, but it does mean that a customer breach does not create an additional discretionary refund entitlement.

9. How refunds are calculated

When a refund is due, CanarHost may take into account, to the extent permitted by law and the relevant contract:

• the period already provided;
• setup, migration, or provisioning work already completed;
• third-party costs already and irreversibly incurred;
• discounts granted on the assumption of a minimum term or bundle, where recalculation is lawful; and
• taxes, charge reversals, fraud controls, or banking costs where the law or payment rules allow the relevant treatment.

CanarHost does not impose a penalty on consumers for exercising a valid statutory withdrawal right. Any retained amount will be limited to what applicable law allows us to keep.

10. Refund method and timing

Where a refund is owed:

• for a valid consumer withdrawal, we will refund without undue delay and, in any event, within 14 calendar days from the date we are informed of the withdrawal, subject to any lawful deductions;
• for approved discretionary refunds outside statutory withdrawal, we will normally process the refund within 14 calendar days from approval;
• refunds will generally be made using the same payment method used for the original transaction unless another method is agreed; and
• we may pause processing for a reasonable period where necessary to verify identity, prevent fraud, confirm account ownership, or determine the amount lawfully refundable.

11. Chargebacks and payment disputes

Before initiating a chargeback or payment dispute, please contact support@canarhost.com so that we can review the issue promptly.

Nothing in this policy limits your lawful right to challenge an unauthorized or legally improper payment through your payment provider. However, if a chargeback is initiated, CanarHost may suspend the affected service or account while the payment dispute is under review, where reasonably necessary to manage risk.

12. SLA credits are separate

Any service credits, uptime credits, or support remedies offered under an SLA, service description, or negotiated contract are separate from refund rights unless the relevant document expressly states otherwise.

13. How to submit a refund request

Send refund or withdrawal requests to support@canarhost.com and include sufficient information for us to identify the account and transaction. We may ask for additional information reasonably necessary to verify identity, prevent unauthorized account changes, or assess whether the request falls under:

• a statutory consumer withdrawal right;
• a contractual refund promise;
• a billing error correction; or
• a discretionary goodwill review.

14. Model withdrawal form for consumers

If you wish, you may copy and send the following:

I hereby give notice that I withdraw from my contract for the supply of the following service: [insert service].
Ordered on: [insert date].
Consumer name: [insert full name].
Consumer address: [insert address].
Consumer email used for the order: [insert email].
Date: [insert date].

15. Mandatory rights prevail

If any clause of this Refund Policy conflicts with mandatory consumer law or another non-waivable legal rule, the mandatory rule will prevail and the remainder of the policy will continue to apply to the maximum extent permitted by law.