A clear 7-day policy. No surprises.

We work hard to provide hosting that meets your expectations. If a service isn't right for you, this policy explains your options, the services that may qualify for a discretionary wallet credit, and the steps needed to request cancellation.

Use the comparison below to see which products may qualify for a voluntary refund. The 7-day offer applies only to eligible new purchases of Web Hosting and WordPress Hosting. Domains, VPS, Dedicated Servers, Email and SSL services can be cancelled but are non-refundable under this voluntary policy. Nothing in this policy limits remedies that are mandatory under applicable consumer law.

*One lifetime voluntary refund per verified customer across all LumoHosting accounts. The 7-day period begins at first activation. KYC and fair-use conditions apply. Statutory rights remain unaffected.

For requests eligible under our voluntary satisfaction policy, an approved refund is issued exclusively as LumoHosting Wallet credit, rather than as a discretionary refund to the original payment method.

Any wallet-credit validity or usage conditions must be clearly disclosed when the credit is issued. We will not apply an undisclosed expiration period retroactively.

LumoHosting offers a 7-day voluntary refund window for eligible new purchases of Web Hosting and WordPress Hosting plans, beginning on the date the service is first activated. Requests must be submitted within those 7 days. Approved voluntary refunds are issued as LumoHosting Wallet credit. Renewals, upgrades, and separately purchased services are not included in this 7-day offer. Any plan-specific conditions must be disclosed at purchase.

One-time lifetime limit: This voluntary guarantee is available for only one approved refund per verified customer across all LumoHosting accounts, including accounts with different email addresses. Successful KYC verification is mandatory. A previously approved voluntary refund makes subsequent claims ineligible, even for a different eligible hosting product. Cancellation alone does not automatically create refund eligibility. Mandatory legal remedies remain unaffected.

The following LumoHosting services may be cancelled, but are non-refundable under our voluntary cancellation and refund policy:

• Domain registration, transfer and renewal services
• VPS Hosting
• Dedicated Servers
• Email services, including Google Workspace
• SSL Certificates
• Renewals, upgrades, add-ons, setup or third-party charges not expressly included in the 7-day hosting offer

Cancelling any of these services does not result in wallet credit or repayment under the voluntary policy, even if cancellation occurs shortly after purchase. Service misuse, fraud or material violations of applicable usage rules may affect voluntary credit eligibility, but do not remove mandatory rights under applicable law.

Hosting services may occasionally experience downtime because of maintenance, infrastructure faults, network problems, security incidents or events outside reasonable control. We aim to restore affected services as promptly as practicable and communicate significant incidents when possible.

A service interruption does not automatically qualify every order for a voluntary wallet credit. Any published service-level agreement and mandatory consumer remedies will be considered separately. We do not make an unspecified uptime guarantee or promise service-restoration times in this policy.

We recommend maintaining independent backups of important website files, databases and email data.

We will communicate the result and any applicable processing timeframe through the support request. Please keep your request reference for tracking.

To request cancellation, sign in to your client area, select the relevant service and follow the available cancellation workflow. If the cancellation control is unavailable, contact support through the official Contact Us page.

Cancelling a service does not itself guarantee a refund. Depending on the selected cancellation option and product terms, service access may end immediately or at the end of the paid term, followed by data deletion under applicable retention rules. Download backups of website files, databases and email before your service ends.

Check your chosen billing and renewal settings carefully; cancellation of a hosting service does not necessarily cancel separately purchased domains, licenses or other subscriptions.

Invoices, due dates and applicable renewal charges are shown in your client account. A missed payment may lead to suspension or termination in accordance with the product terms and notices provided.

Any grace period, late fee, data-retention period or termination deadline must be expressly stated in the applicable service terms. We do not promise a universal grace period or automatic restoration after termination.

If a payment seems incorrect, please contact LumoHosting first so we can investigate. You may also use the complaint or dispute mechanisms available to you through your payment provider and applicable law.

Where a transaction is disputed, we may take proportionate measures to prevent duplicate credits or fraudulent activity. Nothing here prevents a customer from making a lawful chargeback or consumer complaint.

Mandatory KYC for voluntary refunds

To qualify for the voluntary 7-day guarantee, the customer must successfully complete LumoHosting's required identity verification (KYC) process with accurate, authentic information. If KYC is incomplete, the voluntary request may remain on hold while we provide a reasonable opportunity to complete verification. False, forged or misleading information, impersonation, or a deliberate refusal to complete reasonable verification may result in denial of the voluntary credit.

We request verification information through secure channels. Never provide passwords, payment PINs or one-time passcodes. Personal information is processed in accordance with our Privacy Policy and applicable law.

One lifetime refund across all accounts

One verified customer may receive only one approved voluntary 7-day refund in their lifetime. This rule applies across Web Hosting and WordPress Hosting purchases and across all accounts opened by the same verified customer. Creating a new account or using another email address does not reset eligibility.

We assess reliable verified-identity records and relevant transaction history when checking duplicate claims. A shared address, network, device or payment method alone does not establish that two people are the same customer. Customers may request manual review of an incorrect identity match.

Abuse complaints and illegal activities

Fraud, phishing, malware distribution, spam, unauthorized access, and other unlawful conduct or material violations of our applicable usage rules are prohibited. We may investigate credible complaints involving domains, websites, hosting or other services and request supporting information. Depending on the severity and evidence, a service may be restricted or suspended under the applicable Terms of Service and Acceptable Use Policy.

If an investigation establishes unlawful activity, fraud or a material policy violation, the affected customer is not eligible for a voluntary refund. A complaint or allegation by itself is not proof of misconduct and does not automatically disqualify a customer.

Mixed orders, bundles and promotions

When eligible hosting is purchased with a separately priced domain, SSL certificate, email licence or other product, voluntary wallet credit applies only to the eligible hosting component. Any allocation in bundled packages must be disclosed in the offer or at checkout. Coupons do not automatically remove refund eligibility, and an approved voluntary credit cannot exceed the amount actually paid for the eligible hosting component.

Need help understanding whether your service qualifies, checking an existing request, or navigating a cancellation? Contact the LumoHosting team before making changes to your service.