Cancellation & Refund Policy

Policy overview

This policy explains cancellations and refund reviews. It sets out when refunds may be available and which services are normally non-refundable. Our goal is to make billing and cancellation clear and fair.

It applies to services bought from AwakeHost. These include shared, WordPress, VPS, managed, and reseller hosting. It also covers domains, SSL certificates, software licenses, add-ons, and related services.

By ordering, renewing, or using a service, you accept these refund and cancellation terms. Our Terms of Service and Privacy Policy also apply. You must also follow any service-specific terms shown at checkout.

When a service is activated

The order must first be approved. Activation follows if resources are set up or reserved, or login details are sent. It also follows if the service becomes available in the Client Area.

Some services activate automatically after payment. Others may need manual review, identity checks, fraud checks, a provider availability check, or more setup time.

How to cancel

Request cancellation through the AwakeHost Client Area. This helps us verify your account and process the request correctly.

• Cancellation requests should be submitted before the next renewal date.
• Cancelling a service stops future renewal billing for that service, where the request is submitted before renewal processing.
• A cancellation request does not automatically mean a refund is approved.
• Services may remain active until the end of the paid billing period unless immediate cancellation is requested or required.

Social media, chat, or informal messages may not count as verified cancellation requests. The account owner must be authenticated.

When a refund may be available

We consider the service type, activation status, billing cycle, usage, and reason for cancellation. Costs already paid to providers or reserved for infrastructure also affect eligibility.

We generally view requests more favorably soon after the first order. This is before heavy use, abuse, transfer, renewal, upgrade, or custom work.

Scroll across to see the service conditions →

Refund approval is not automatic. We review the service type, order status, usage, account history, and reason for cancellation.

Conditions for hosting refunds

We may consider a hosting refund when:

• The refund request is submitted within the applicable review window.
• The service has not been used for spam, abuse, phishing, malware, resource abuse, or policy violations.
• The issue relates to a service problem that AwakeHost is unable to reasonably resolve.
• The service has not already consumed significant resources, bandwidth, licensing, support time, or provider costs.
• The customer has submitted the request from the verified account or client area.

Where possible, we may try to fix the service issue before deciding on a refund.

Charges that are normally non-refundable

Some services create costs for providers, registries, software licenses, reserved resources, or manual work. These items are normally non-refundable once ordered, activated, issued, or processed.

• Domain services: domain registrations, renewals, transfers, redemption fees, restoration fees, and registry charges.
• Software licenses: control panels, server licenses, premium plugins, WHMCS, LiteSpeed, CloudLinux, Softaculous, and similar third-party software.
• SSL certificates: SSL certificates that have been issued or activated.
• Setup or migration work: one-time setup, migration, configuration, custom support, or administrative work already performed.
• Add-ons and upgrades: dedicated IPs, storage upgrades, backup add-ons, management add-ons, or similar resources already provisioned.
• Abuse-related services: services suspended or terminated due to spam, phishing, malware, chargeback abuse, fraud, or policy violations.
• Cryptocurrency payments: blockchain and crypto payments are usually non-refundable because of network settlement, volatility, and processor limitations.

An order may contain both refundable and non-refundable charges. Only the eligible part may be considered for a refund.

Renewals

Renewal payments keep services active for the next billing period. You are responsible for checking renewal dates, invoices, and active services in the Client Area.

• To avoid renewal charges, cancellation should be submitted before the renewal date.
• Renewed services may not be refundable once the new billing period has started or provider costs have been incurred.
• Domain renewals are normally final once processed by the registry or registrar.
• If a renewal was made in error, customers should contact billing support as soon as possible for review.

We may send renewal notices, but do not rely only on reminders. Keep your account email and payment details up to date.

VPS and infrastructure refunds

VPS services often reserve resources and IP addresses straight away. They may also involve software setup and provider reservations. Refunds may therefore be limited after setup.

We may review a refund if we cannot deliver the service as ordered. A major setup issue that we cannot fix within a reasonable time may also qualify. Refunds are generally unavailable for problems caused by your configuration, unsupported software, or self-managed administration. This also covers ports blocked by provider rules, operating system misuse, and third-party app problems.

An approved VPS refund may be reduced by usage, license charges, payment processing costs, provider reservation costs, or non-refundable add-ons.

Get help with technical issues

Please contact support about technical problems before requesting cancellation. Many issues can be fixed through setup changes, migration help, DNS fixes, a resource review, or software checks.

We normally do not approve refunds for issues outside our reasonable control, including:

• Customer-side DNS errors, domain configuration issues, or incorrect nameserver setup.
• Problems caused by third-party themes, plugins, scripts, applications, or custom code.
• Issues caused by unmanaged server configuration or unsupported software.
• Slow performance caused by unoptimized websites, oversized media, malware, external scripts, or local ISP routing.
• Blocked accounts or services caused by spam, phishing, malware, abuse, or policy violations.

How refunds are paid

Where possible, approved refunds normally go back to the original payment method. Timing depends on the payment provider, bank, card network, or settlement method.

• Card and wallet refunds may take several business days to appear.
• Bank transfer refunds may require additional verification.
• Crypto payments are usually not reversible and may not be refundable.
• If the original payment method cannot receive a refund, account credit may be offered where appropriate.

Where applicable, we may deduct non-refundable provider costs, payment gateway fees, used resources, or approved service charges.

Account Credit

We may offer account credit instead of a direct refund in some cases. It can usually be used for future eligible AwakeHost services.

Account credit has no cash value unless we agree otherwise. It may not be transferable to another person or account.

Payment disputes and chargebacks

Please contact billing support before opening a payment dispute or chargeback. Most billing questions can be reviewed and resolved faster through support.

A dispute, chargeback, reversal, or unauthorized payment claim may put your account or service on hold. The payment provider will review the case. This helps protect the account, prevent more billing activity, and keep service records during the review.

If a dispute is resolved in your favor, we will review access and billing status. If it is reversed in our favor, amounts may need to be paid before service is restored. These may include an outstanding balance, provider fees, or dispute costs.

Fraud, abuse, and policy breaches

Refunds are generally unavailable for accounts or services involved in fraud or payment abuse. This also covers spam, phishing, malware, illegal activity, network attacks, repeated abuse complaints, or serious policy breaches.

If abuse or security risks lead to a restriction, we may keep necessary records. These can include service records, logs, invoices, and messages. We keep them for security, compliance, payment reviews, and investigations.

Request a refund review

Send a ticket from your verified Client Area account. This lets us confirm ownership and check your service history.

• Log in to the AwakeHost client area.
• Open a billing or cancellation ticket.
• Select the service related to the refund request.
• Explain the reason for cancellation or refund review.
• Include screenshots, error messages, or support ticket references if relevant.

Billing will review your request and reply with the available options.

Policy Updates

We may update this policy as services, payment methods, provider rules, billing processes, or legal requirements change. The latest version on this page applies to future orders, renewals, and refund requests.

Contact billing

Contact billing with questions about cancellations, refunds, invoices, renewals, or payments.

Billing Contact

Billing Support: billing@awakehost.com

Client Area: Submit billing and cancellation requests from your verified AwakeHost account.

If you already have an account, use the Client Area where possible. This helps us handle account requests securely.