Effective date: 5 September 2026 — Version 2026-09-05
This Refund Policy explains Rado Network Limited’s voluntary money-back guarantee and how it interacts with rights provided by law. It forms part of our Terms of Service.
1. Statutory rights are not affected
Nothing in this policy limits a refund, price reduction, cancellation right or other remedy that cannot lawfully be excluded. In particular, a product-specific “NO REFUND” notice excludes only our voluntary money-back guarantee; it does not remove rights relating to non-supply, material misdescription, failure to use reasonable care and skill, or other mandatory legal rights.
2. Three-day voluntary money-back guarantee
A new customer may request cancellation and a refund of the eligible Service fee within three calendar days after the original purchase. The request must be submitted by opening a Billing support ticket through the client area and must identify the affected Service, order or invoice. The ticket timestamp determines whether the voluntary claim was submitted within the three-day period. We may ask for a reason to help investigate service quality, but a reason is not a condition of an otherwise eligible claim.
The guarantee applies only to standard Shared Hosting and VPS products whose Product Description does not state “NO REFUND” or another express exclusion. It applies once per customer, business, household or related account and does not reset through a new account, payment method or IP address.
3. Cancellation Requests are not refund requests
The Cancellation Request function shown on a Service page in the client area is provided only to terminate that Service. It is not monitored or accepted as a refund claim. Submitting it authorises termination at the selected time. If immediate cancellation is selected, provisioning automation may permanently delete the virtual machine, storage, assigned resources and associated data without further confirmation or a recovery period.
To claim under our voluntary money-back guarantee, open an eligible Billing support ticket before submitting any Cancellation Request. Submitting a Cancellation Request first is treated as choosing termination without a voluntary refund and ends eligibility under the voluntary guarantee for that Service. This procedural rule does not waive or restrict a statutory cancellation right, refund for non-supply or other remedy that cannot lawfully be excluded. If you are seeking a statutory remedy, state that clearly in the Billing ticket and do not use the Cancellation Request function as a substitute for the ticket.
4. Products outside the voluntary guarantee
The voluntary guarantee does not apply where the Product Description, accepted quotation or checkout clearly states before purchase that the product is non-refundable or excluded. Depending on the product, this may include particular dedicated servers, FTTH/FTTO or other connectivity, customised networking, specifically allocated upstream resources, domain registrations, software licences or other made-to-order items. The exclusion applies only to the specifically identified product; it is not a blanket exclusion for every VPS or every Service.
Domain and licence charges already committed to a registry or vendor cannot normally be returned under the voluntary guarantee. If an excluded product is not supplied, we will return the amount paid for the unsupplied item.
5. Consumers and cancellation periods
If you are a Consumer and distance-selling cancellation rights apply, you may have a statutory right to cancel a service contract within 14 days after it is made. When you ask us to provision immediately during that period, you expressly request early performance. If you then cancel under a statutory right, we may deduct a proportionate amount for the Service supplied up to cancellation where the law permits. A right is lost only in the circumstances prescribed by law, including where a service has been fully performed after the required express request and acknowledgement.
Different rules can apply to domains, licences and digital content supplied immediately. Where legally required, we will obtain the necessary express consent and acknowledgement before supply. This section does not create a cancellation right where the relevant consumer legislation does not apply, including some genuine business purchases.
6. Service problems
Please report a fault promptly and provide information reasonably needed to reproduce it. We may first repair, re-perform or replace the affected element where that is a lawful and reasonable remedy. Nothing in this process delays or removes a remedy that must be provided by law. IP reputation, geolocation or third-party risk scores are not faults unless the relevant characteristic was expressly included in the Product Description.
7. Abuse, fraud and breach
The voluntary guarantee does not apply to a Service suspended or terminated for fraud, chargeback abuse, unlawful use or a material breach of our Acceptable Use Policy. We will not retain more than amounts lawfully due, and this exclusion does not affect any mandatory right concerning an unrelated failure by us.
8. Fees and deductions
An eligible voluntary refund covers the amount paid for the eligible Service, less any clearly disclosed setup charge, usage already consumed, non-recoverable third-party item or payment-processing charge, but only where that deduction is permitted by law. Payment-processing charges are not deducted from a statutory refund unless applicable law allows it. Bank, card-provider, foreign-exchange or blockchain charges imposed independently by your provider are outside our control.
9. Refund method and timing
Approved statutory refunds are made without undue delay and within any legally required deadline. Approved voluntary refunds are normally initiated within ten business days after eligibility is confirmed. Processing by a bank, card network or blockchain may take additional time.
Refunds are normally returned to the original payment method and currency where possible. If the original method cannot receive a refund, is a cryptocurrency payment, or you expressly request account credit, we may agree an appropriate alternative. Account-credit refunds will be clearly identified and do not prevent a cash refund where the law requires one.
10. How to request a refund
Open a Billing support ticket through the client area before submitting any Cancellation Request. Include the Service, order or invoice number and the remedy requested. A panel Cancellation Request will not be processed as a refund application and may trigger permanent deletion of the Service and its data. Do not include full card details, passwords or private keys. If you disagree with a decision, ask for a billing review and we will provide the reason for the outcome.
