Refund Policy (UK)

This Refund Policy applies to services purchased from BigReseller (“we”, “us”, “our”). It should be read together with our Terms of Service, Privacy Notice and any registry rules for domains. If you’re unsure, contact us — we’ll confirm eligibility quickly.

1. Who this policy is for (UK customers)

This policy is designed for UK customers and reflects typical treatment of hosting and digital services. If you are a consumer (buying as an individual, not for business), additional rights may apply under UK consumer law. If you are buying for business use, this policy and our Terms apply.

2. 30-day money-back window (Shared Hosting & Reseller Hosting)

We offer a 30-day money-back window on selected hosting services, including Shared Hosting and Reseller Hosting. If the service isn’t the right fit, you can request a refund within 30 days from initial activation.

This typically applies to the first purchase of that service (new order/new service) and generally does not apply to renewals. If something isn’t working as expected, please contact support first — we can often resolve setup, DNS, email or migration issues quickly.

3. 7-day money-back window (Cloud)

For Cloud services, we may provide a 7-day money-back window, provided there is no breach of our Acceptable Use Policy (AUP) or Terms (e.g., spam, malware, illegal content, abusive activity), and the service has not incurred exceptional third-party or overage costs.

If you’re unsure whether your use case fits, ask us before ordering — we’ll guide you to the right plan.

4. Non-refundable items (important)

Some products/services are non-refundable due to how they are provisioned or because third parties process them:

• Domain names: registrations, renewals and transfers are typically non-refundable once submitted to/processed by the registry/registrar.
• Third-party licences: e.g., cPanel, CloudLinux, LiteSpeed, WHMCS and similar (where applicable).
• Setup/provisioning fees and any bespoke or manual work already delivered (where applicable).
• Add-ons / one-off services: completed migrations, paid support tasks, extra IPs, custom configuration, and other work that has been performed.

5. UK consumer rights & digital services

Hosting is a digital service and is often provisioned immediately after purchase. Where you request or accept immediate activation, your ability to cancel may be affected once performance has begun. We’ll make this clear during checkout where relevant.

Nothing in this policy limits your statutory rights under UK law (for example, where services are not provided with reasonable care and skill).

6. When a refund request may be refused

Refunds may be refused in the following situations:

• Abuse / ToS or AUP breach: spam, malware, illegal content, fraud, attempted intrusion, or repeated policy violations.
• Out of window: request made after the applicable 30-day or 7-day period.
• Non-refundable items: domains, third-party licences, completed one-off work, and similar items listed above.
• Exceptional usage/costs: where significant third-party charges or overages have been incurred (we’ll explain clearly if this applies).

7. How to request a refund

To request a refund:

1. Log in to your client area.
2. Open a ticket to Billing with the subject: Refund request.
3. Include the service name/ID and the reason (optional, but helpful for improvements).

Prefer quick help first? Contact support — many issues are resolved fast (DNS, email setup, migrations, WordPress optimisation).

8. Refund method & processing time

If approved, refunds are typically returned to the original payment method. Processing times vary by payment provider and may take a few business days to appear on your statement. We’ll confirm once the refund is issued.

9. Cancellations and data

If you cancel a service, please ensure you have a backup of any data you want to keep. For active services, we can often assist with a smooth transition or migration where feasible.

10. Contact

Questions about refunds or eligibility? Contact us and we’ll give you a clear answer:
Billing & Support: hello@bigreseller.co.uk   •   WhatsApp: +44 7443 374269   •   Or via contact page.