Service cancellation, withdrawal and refund policy

Right of withdrawal

As a general rule, consumers may withdraw from distance contracts within 14 days of conclusion. Legislation excludes withdrawal in these cases:

• Services begun with your consent: hosting, servers, business email, domain registration and transfer, SSL, licenses and setup services.
• Immediately delivered digital products: for example Academy books.
• Services personalized at your request.

During ordering, you separately confirm immediate service commencement before the withdrawal period ends and acknowledge loss of withdrawal rights once performance starts. Details are in the Distance Sales Agreement.

Refund policy

• Fees are not refunded.
• If hosting, server or business email services end early, the current month counts as used. Unused full months, excluding VAT, are credited to your dashboard balance.
• Balance is usable only for TeknoWeb services, is not cashable and cannot be transferred to other accounts.
• Domain registration, transfer and renewal, SSL certificates, licenses, digital products, setup and one-time service fees are neither refunded nor credited to balance.
• Where statutory withdrawal applies, payment is returned through the original method within 14 days of receiving your notice.

How do I cancel a service?

1. In the customer dashboard, open My Services and select the relevant service.
2. Cancel Service: this button appears for active services or those awaiting setup, not suspended services.
3. Choose the timing:
   • Cancel at term end: Service remains available until the paid term ends, then does not renew.
   • Cancel immediately: After approval, service closes and its data is deleted; back up first.
4. Optionally give a reason and select Submit Cancellation Request.

Cancel immediately shows the estimated balance credit in the dialog.

After your request

• Our management team reviews the request and processes it after approval.
• Before processing, use Withdraw request on the service page to withdraw the cancellation.

For balance usage, see Topping up and using balance.