Refund Policy

If you are a new customer and you are not satisfied with a shared hosting plan, you may request a full refund of the hosting fee within 30 days of your first payment. This guarantee can be used once per account, for the lifetime of that account, across all of your services. Once the guarantee has been used on an account, later requests under this section are declined, whichever plan they relate to. The guarantee applies only to the first billing period of a shared hosting plan.

The guarantee does not cover domain registration fees, add-ons, setup or migration services, renewals after the first period, or services suspended or terminated for breach of our Terms or Acceptable Use Policy.

The 30-day money-back guarantee is a one-time offer. It can be used once per account. If you have already received a refund under this guarantee on your account, or on any account linked to the same person or business, we will not refund another hosting fee under it. This applies whether the earlier refund was for shared hosting or for any other eligible service. We decide in good faith whether accounts are linked, and we will explain that decision if you ask.

Open a ticket from your client area or email support@silolobby.com with the subject "Refund request" and your invoice number. We may ask a short question about the reason for the request, which helps us improve our services. We aim to respond within two working days.

The following rules apply to other products:

• Cloud VPS: if you cancel within 7 days of first activation and the server has not been used in a way that consumes its included resources beyond a trial level, we refund the unused fee. After this period, fees are not refundable, but you may cancel at the end of the billing period.
• Reseller hosting and WordPress plans: refunds are considered on the same basis as shared hosting, within 14 days of first payment, unless the plan page states otherwise.
• Domains: registration and renewal fees are non-refundable once the registry has accepted the registration, because we pay the registry on your behalf. We may refund a domain fee if the registration fails for a reason on our side.
• Add-ons and one-off services: refundable only where the service has not been delivered. Services delivered on request, such as migrations that have been completed, are not refundable.

Money in your wallet that has not been used can be refunded on request. Refunds of wallet balances are paid to the bank account in your name or to the original payment method where possible. Wallet refunds are made in the currency of the balance. We may ask you to verify your identity before paying a refund, to prevent fraud.

Approved refunds are processed within 10 working days. Card refunds return to the original card and may take a further period to appear, depending on your bank. Bank transfer refunds are sent to the account you specify. Refunds are paid in the currency originally charged, and exchange rate differences are not refunded.

Please contact us before disputing a payment with your bank. A chargeback may lead to suspension of the related service while the dispute is investigated, and we may recover reasonable costs incurred as a result of a dispute we win.

Cancelling a service stops future renewals. A cancellation does not create a refund for a billing period that has already started, except as set out above. You can cancel from your client area at any time.

We may change this policy from time to time. Changes apply to purchases made after the date of the change. Your rights under the Federal Competition and Consumer Protection Act 2018 are not affected.