If you're not happy with a product, you may be able to get your money back. Whether you can depends on the type of product and how long ago you bought it. This guide is a summary of our Refund Policy. If the two ever differ, the Refund Policy applies.
Which products can be refunded?
| Product | Refund window | Refund |
|---|---|---|
| Web hosting: Linux, Windows and WordPress hosting | 30 days from purchase | Full refund (30-day money-back guarantee) |
| Business email: SmarterMail email hosting | 30 days from purchase | Full refund (30-day money-back guarantee) |
| Domain registration (eligible extensions only) | 24 hours from registration | Refund less a US$1 cancellation fee (or its equivalent in your account currency) |
| SSL certificates | 24 hours from purchase | Full refund, if the certificate hasn't been issued |
| Cloud servers, software licenses and Google Workspace | — | Not refundable |
| Domain renewals, transfers, restores and privacy protection | — | Not refundable |
| Usage-based charges and administrative fees | — | Not refundable |
Good to know:
- Free domain with hosting: if your hosting plan came with a free domain, the domain registration charge is deducted from your hosting refund. The domain stays registered to you.
- First purchase only: the money-back guarantee covers your first purchase of a plan, not renewals or upgrades.
- After the refund window: the product isn't refundable, but you can still cancel it so that it doesn't renew. See Cancel products in my Motherhost account.
How to request a refund
Refund requests must come from you, the account holder, so that we know the request is genuine. Use either of these:
Option 1: open a support ticket
- Log in to your account at my.motherhost.com.
- Click Support in the top menu, then Open Ticket.
- Under What is this about?, choose the type of product, such as Hosting or Domain. Then choose the product under Which one is this about?
- In Subject, enter "Refund request".
- In Message, include:
- the invoice number (you'll find it under My Invoices)
- the product or domain you want refunded
- the reason you're asking for a refund
- Click Submit Ticket.
Option 2: email us
Send the same details to support@motherhost.com from the email address registered on your Motherhost account. We can't act on refund requests that come from any other email address.
To get a refund you also need to cancel the product. If you haven't cancelled it yet, say so in your request and we'll cancel it along with the refund.
What happens next
- Our team checks your request against the Refund Policy and replies to your ticket or email.
- Once your refund is approved, the product is cancelled and the money is sent back to your original payment method.
- Refunds are processed within 7 working days. Your bank or card provider may take a few more days to show it on your statement.
Questions
Can I get the refund to my Wallet instead? Yes. Refunds normally go back to the original payment method, but you can ask for the amount to be added to your Motherhost Wallet to use toward future invoices.
I paid by bank transfer. How do I get my refund? By bank transfer to the account the payment came from, or as Wallet credit if you prefer.
I paid with Wallet credit. Where does my refund go? Back to your Wallet, since that was the original payment method.
My refund window has passed. What can I do? Cancel the product with End of Billing Period so that you can keep using it until the term you've paid for ends. It won't renew.
Need help now? Email support@motherhost.com.