Important: This policy is written to help customers understand how Dorset Hosting handles refund requests. It should be read alongside our Terms and Conditions. If a statutory right applies to you, this policy does not remove that right.
1. Overview
We want Dorset Hosting customers to feel confident when ordering. If there is a problem with your order, service, checkout payment, hosting package, advertising package or digital service, please contact us as soon as possible so we can investigate and help.
Because many of our services are digital, custom, third-party or time-based, refunds are reviewed based on the service purchased, whether work has started, whether the service has already been delivered, and whether third-party costs have been incurred.
2. How to request help
To request a refund, cancellation or correction, contact Dorset Hosting with your name, order number if available, the email address used at checkout, the service purchased and a short explanation of the issue.
Please do not submit chargebacks without contacting us first. Most issues can be fixed faster by speaking to us directly, especially hosting setup, account access, email setup, website and WooCommerce order issues.
3. Hosting refunds
Hosting services may be eligible for a refund if the service has not been set up, provisioned, migrated, used or renewed. Once hosting has been activated, configured, used, renewed or supported, refunds may be reduced or refused depending on the work and costs already completed.
If a hosting issue is caused by Dorset Hosting, we will try to fix the issue first. This may include checking setup, account access, SSL, email settings, WordPress files, plugins, themes or server-side configuration where relevant to the service purchased.
4. Website, support and digital service refunds
Website design, WordPress support, landing pages, setup work, migrations, edits, troubleshooting, consultancy and other digital services are often customised for each customer. Once work has started, time has been spent, files have been created, access has been checked, or advice has been delivered, the order may become partly or fully non-refundable.
If we cannot complete a service for a reason within our control, we may offer a suitable fix, replacement service, partial refund or full refund depending on the situation.
5. Social media advertising and promotion refunds
Advertising, follower, share, engagement and promotional packages may rely on third-party platforms, campaign work, supplier costs, scheduling and delivery processes. Once an advertising order has started or been delivered, it may be non-refundable.
We do not usually refund an advertising service only because results vary, platform behaviour changes, a social media platform updates its rules, or a customer changes their mind after the service begins. If a package is not delivered as described, contact us so we can review and resolve it.
6. WooCommerce shop products
If the website sells physical products through WooCommerce, return eligibility will depend on the type and condition of the product. Items should not be returned without contacting us first for return instructions.
Returned physical items may need to be unused, complete, safely packaged and returned within the agreed return window. Customers may be responsible for return postage unless the item is faulty, incorrect or otherwise required by law.
7. Refund timing and payment method
Approved refunds are normally returned to the original payment method where possible. Processing times can vary depending on the payment provider, bank or card issuer.
If a refund cannot be returned to the original payment method, we may contact you to agree a suitable alternative. We may deduct non-refundable third-party costs, completed work, used service time or payment processing costs where appropriate and lawful.
8. Refund exceptions
Refunds may be refused or reduced for completed digital work, active hosting, used services, custom work, customer-caused delays, incorrect information supplied by the customer, breach of acceptable use, abuse, fraud, chargeback misuse or orders placed for prohibited activity.
We may suspend or cancel services without refund if the service is used for spam, malware, phishing, illegal content, copyright infringement, harassment, fraud or activity that damages Dorset Hosting, our suppliers or other customers.
9. Contact
If you need help with an order, refund request, return request or service issue, contact us before taking further action so we can review it properly.
Email: Jason@dorsethosting.online
Phone: 07597724849