Refund, Dispute & Cancellation Policy
This policy covers our website hosting, domain registration, email, and AI & Automation Consultancy services. It's written in plain English — if anything's unclear, contact us and we'll sort it out directly.
Cancellation
- Recurring services (hosting, email, WordPress management, and similar) are available on a monthly or annual basis:
- Monthly billing can be cancelled at any time, with no notice required — your service continues until the end of the current billing month, with no charge for the following month.
- Annual billing is paid upfront as a single payment, at a discounted rate. If you cancel partway through the year, you'll be refunded for the unused months, less one month held as a notice period.
- Domain registrations: we'll notify you at least 30 days before a domain is due to automatically renew. If you don't want to continue, please let us know at least 7 days before the renewal date — this gives us time to action it before the registrar processes the renewal. Once a domain has been renewed, it's a fixed-term purchase made through our registrar and can't be cancelled or refunded, in line with standard domain registry rules.
- Consultancy and one-off project work (e.g. website creation, migrations): any scoping work carried out ahead of a project is chargeable at £75/hour and non-refundable if the project doesn't go ahead — but if it does, that scoping time is credited against the project cost. Once a project itself has begun, you can cancel for a refund of any remaining balance not yet worked — you'll be charged for the scoping and project time already completed.
Refunds
- If we've charged you incorrectly, you're entitled to a full refund of the amount overcharged.
- If a service falls short of what was agreed, we'll first put it right; if that's not possible, any refund will be proportionate to the part that wasn't delivered. A full refund applies only where the whole service wasn't delivered.
- Setup fees and consultancy time already delivered are non-refundable once the work has been carried out.
- Refunds are issued to the original payment method and typically processed within 5–10 business days.
Disputes
If you're unhappy with a service or a charge, please contact us first (see contact details below) — most issues can be resolved directly and quickly. If we can't reach a resolution together, you're entitled to raise a formal dispute or chargeback with your card issuer or payment provider.
Contact us
For any billing question, cancellation request, or dispute:
- Email: accounts@aetrus.co.uk
- Contact form: aetrus.co.uk/contact