Refund & cancellation policy

For a cancellation, withdrawal or refund request, email [email protected] from your order email address and include the order number. You can use the subject “Cancel my order” or “Withdrawal request”. We will acknowledge the request and explain the next steps.

Manual monthly services

A one-month product does not automatically renew. Tell us if you want to stop an active service and arrange export of your data before access ends. Do not place a renewal order if you do not want another service period.

Manual monthly renewals

All VPS services are purchased for one month at a time. Renewal is manual: make a separate payment or contact support before the current service period ends. We do not offer automatic subscriptions or charge your payment method automatically for renewals.

First purchase: technical issues within 24 hours

For your first VPS purchase with Hostrelo, you may request a refund within 24 hours after payment if a technical malfunction of the supplied service prevents normal use. Contact [email protected] from your order email address, include your order number and describe the issue. We will investigate the reported fault and, if the qualifying issue is confirmed, arrange the applicable refund.

Repeat purchases and renewals

The above 24-hour technical-issue refund applies only to your first VPS purchase. Repeat purchases, additional services and manual renewals are not eligible for this discretionary refund, except where applicable law requires otherwise. Nothing in this policy limits mandatory consumer rights, including any applicable cancellation, refund or remedy for a faulty service.

Other payment issues

Contact us about duplicate payments, incorrect charges or a service that was not supplied. We assess these requests under the circumstances and applicable law. Where a refund is due, it is normally returned through the original payment method; processing times depend on the payment provider.

How to submit a withdrawal

You may use our online withdrawal form, email us, or send any other unequivocal statement allowed by applicable law. The online form records the receipt time and sends a confirmation to your order email. You do not have to use a particular form or supply a reason.

Optional model notice: “To Hostrelo: I hereby give notice that I withdraw from my contract for the following service: [service and order number]. Ordered on: [date]. Consumer name: [name]. Consumer address: [address]. Date: [date]. Signature, only if sent on paper.”

cancellation period under applicable consumer law

If you are a consumer in the applicable jurisdiction purchasing a service at a distance, you normally have the period required by applicable consumer law after the day the contract is made to cancel without giving a reason. Send an unequivocal cancellation statement before the period ends to the contact details published on this website, or use the online form. Where a refund is required following this cancellation, it will be made without undue delay and within the period required by applicable consumer law after we are informed, using the original payment method unless otherwise expressly agreed without a fee.

If you expressly request that we begin the service during the cancellation period, you may be required to pay a proportionate amount for service properly supplied before cancellation, where the law permits. The right is lost on full performance only where the required express consent and acknowledgment have been given. We obtain an early-start request separately; acceptance of general terms does not waive your rights.

Statutory withdrawal rights

If consumer law gives you a right to withdraw from an online service contract, those rights apply. Any request to start a service during a statutory withdrawal period, and any effect on payment or withdrawal rights, must satisfy the requirements of that law. Simply accepting these terms does not waive mandatory rights.

Your data

Export your data before the service ends. Tell us promptly if you need to coordinate cancellation with data retrieval. Do not send passwords, private keys or payment-card details with a refund request.