Refund Policy
This Refund Policy explains how refunds work for ModHost services. It applies to all customers and is incorporated by reference into our Terms of Service.
We aim to make refund terms clear and predictable. If you have a question that this page doesn't answer, contact us at support@modhost.com before purchasing — we'd rather clarify in advance than handle it as a dispute later.
On this page
1.30-day money-back guarantee for new customers
New customers may request a full refund of their first hosting payment within 30 days of the initial purchase, for any reason. This applies to both monthly and annual plans on a first-time signup.
The guarantee covers the hosting service fee. It does not cover domain registrations or other non-refundable items listed in Section 5 below.
To request a refund under this guarantee, contact us at support@modhost.com from the email address on the account. Refunds are processed to the original payment method within 10 business days.
2.Renewals
Renewal payments are not automatically refundable, but we offer a prorated refund for renewals cancelled within 7 days of the renewal charge, provided the service has not been used substantially during that period. "Substantially used" means actions such as restoring a backup, requesting support that requires significant time, or using resources well above typical idle levels.
This window exists to address cases where a customer was charged but no longer needs the service and has not yet meaningfully used it. After 7 days, renewal payments are non-refundable, but service continues through the end of the paid term.
3.How we help you avoid unwanted renewals
We offer multiple safeguards designed to ensure renewals are intentional:
You choose your billing mode. When ordering, you can select either automatic renewal (recurring charges to your saved payment method) or manual renewal (we send an invoice and you pay it each cycle). Manual renewal eliminates the possibility of unexpected charges. You can switch between modes at any time in your client area.
Renewal notifications. Regardless of billing mode, we send renewal reminder emails 14 days before each hosting renewal, and 45, 7, and 1 days before each domain renewal. These reminders include the renewal amount, the service involved, and instructions for cancellation.
Easy cancellation. Cancellation is available at any time from your client area, with no phone calls, retention scripts, or barriers.
If you have not received a renewal reminder for a service you are about to be charged for, contact us immediately at support@modhost.com.
4.Annual plans
The 30-day money-back guarantee in Section 1 applies in full to annual plans. A new annual customer who cancels within 30 days receives a full refund.
After the 30-day window, annual plans are non-refundable for the remainder of the paid term, but the customer retains service through the end of that term and may cancel auto-renewal at any time.
5.Non-refundable items
The following are not refundable under any circumstances:
Domain registrations and renewals. Domain registration fees are paid to the registry at the time of registration and cannot be recovered. This applies to both new registrations and renewals. We send domain renewal reminders 45 days, 7 days, and 1 day before expiration to ensure you have ample notice.
Dedicated IP addresses. Dedicated IP allocations are non-refundable, including any prorated portion.
Resources used beyond plan allowance. Any chargeable overages for resource usage above your plan's included allowance are non-refundable.
6.What we don't charge for
For clarity, the following are included in ModHost service at no cost and therefore have no associated refund:
Site migrations are provided free of charge to new customers, regardless of plan size or migration complexity within reason.
Setup and account activation are free. We do not charge setup fees.
SSL certificates for hosted domains are provided at no cost via Let's Encrypt and are managed automatically.
7.Refund processing
Approved refunds are processed to the original payment method within 10 business days of approval. Actual receipt of funds depends on the payment method:
- PayPal refunds typically appear within 1 to 3 business days.
- Credit and debit card refunds typically appear within 5 to 14 business days, depending on the issuing bank.
If a refund has not appeared within 14 business days of approval, contact support@modhost.com and we will investigate.
8.Chargebacks and disputes
If you have a billing concern or believe you were charged in error, contact us first at support@modhost.com. We aim to resolve billing issues within one business day, and our refund policy is designed to make formal disputes unnecessary.
Initiating a chargeback or payment dispute without first contacting ModHost may result in suspension or termination of your account, in addition to the chargeback itself. This is because chargebacks initiated without prior contact bypass our dispute-resolution process and impose unnecessary costs on the merchant relationship.
If a chargeback is filed, we will provide our payment processor with documentation of the charge, the service provided, this Refund Policy, and any relevant communication history.
9.Exceptional circumstances
In cases involving prolonged service outages caused by ModHost, sustained inability to deliver the contracted service, or other exceptional circumstances, refunds beyond the standard policy may be considered on a case-by-case basis at our discretion. Contact support@modhost.com to discuss.
10.How to request a refund
Send a refund request to support@modhost.com from the email address associated with your account, including:
- Your account email or customer ID
- The invoice number or service for which you're requesting a refund
- The reason for the request (helpful for our records, but not required for guarantee-period refunds)
We respond to refund requests within one business day.
11.Changes to this policy
We may update this Refund Policy from time to time. Material changes will be communicated to active customers by email at least 30 days before they take effect. Refund terms applicable to a given purchase are those in effect at the time of that purchase. The current version is always available at modhost.com/refund-policy.
12.Contact
For refund requests and billing questions: support@modhost.com