This policy explains how to cancel our services and when you can get a refund. It forms part of our Customer Agreement. If you are buying as an individual for personal use, our Consumer Terms give you extra rights, summarised in section 2.
Key points
- Individuals buying for personal use can cancel most purchases within 14 days.
- Business customers can get a full refund on hosting, email hosting, website builder, SSL and website security plans if they cancel within 30 days of purchase or renewal on a yearly plan, or within 48 hours on a monthly plan.
- If you are a business customer, domain fees and Microsoft licences are not refundable once processed, because we cannot recover them. Individuals buying for personal use keep the rights in section 2.
- To cancel or ask for a refund, email support@saueglobal.com.
1. How to cancel or ask for a refund
1.1 Email support@saueglobal.com with your name, organisation, the service and your order or invoice number. Where your account has a cancellation option, you can use that instead.
1.2 We will confirm your cancellation by email. Where a refund is due, we pay it to the payment method you used, unless we agree otherwise. If you are a Consumer cancelling under section 2, we pay it within 14 days of the day you tell us you are cancelling. Otherwise, we pay it within 14 days of confirming the cancellation.
2. If you are buying for personal use
2.1 If you are a Consumer, you can cancel within 14 days, starting on the day after we confirm your order, for any reason. If you asked us to start the service straight away, we deduct a proportionate amount for the service provided until you cancel. Clause 3 of the Consumer Terms explains this, including when the right to cancel ends early.
2.2 For a domain name, the amount you pay includes the registration or transfer fee, which the registry charges when the domain is registered and which we cannot recover.
2.3 Your legal rights under the Consumer Rights Act 2015 always apply, including if a service is not provided with reasonable care and skill.
2.4 You can end a monthly plan by giving at least 30 days' notice before the start of a billing month, and stop a yearly plan renewing by giving at least 30 days' notice before its anniversary, as clauses 6.1 and 6.2 of the Consumer Terms explain.
3. If you are a business customer
3.1 Refunds for business customers are available only as set out in this section, in a Service Schedule or Order, or where the law requires.
| Service | Refund available |
|---|---|
| Hosting, email hosting, website builder, SSL certificates and website security, on a yearly plan | Full refund if you cancel within 30 days of purchase or renewal |
| The same services on a monthly plan | Full refund if you cancel within 48 hours of purchase or renewal |
| Domain registrations, renewals and transfers | Not refundable once processed by the registry. See section 4 |
| Microsoft licences | Not refundable. Changes take effect at renewal with 30 days' notice. See section 5 |
| Managed services | Not refundable. Managed services run for the Minimum Term under clause 11 of the Customer Agreement |
| Projects, website design, software development and AI services | Not refundable for work already carried out. Clause 11.8 of the Customer Agreement explains ending a Statement of Work early |
| Onboarding and set-up fees | Not refundable once work has started |
| AI and other usage-based charges | Not refundable once used |
| Managed services exit support fee | Not refundable |
3.2 If you cancel a hosting or website plan that included a free domain name, we deduct our standard price for the domain from any refund, because the domain fee cannot be recovered.
3.3 Cancelling a plan outside the refund period stops it renewing, as long as you give at least 30 days' notice before the renewal date under clause 11.3 of the Customer Agreement. For a monthly plan, that is the start of the next billing month. For a yearly plan, it is the plan's anniversary. Cancelling does not end any Minimum Term or commitment you have already agreed to.
4. Domain names
4.1 Once a registry has processed a domain registration, renewal or transfer, we cannot recover the fee. Our Domain Services Schedule explains this.
4.2 If a domain you ordered is registered by someone else before we can register it for you, we refund what you paid for it in full.
4.3 If we make an error, such as registering the wrong domain name, we will correct it at our cost where the registry allows.
4.4 If you are a Consumer, your rights under section 2 still apply.
5. Microsoft licences
5.1 Microsoft licences can only be cancelled or reduced with effect from their next renewal date, with at least 30 days' written notice. New orders cannot be cancelled during their first term. Our Microsoft Licensing Schedule explains the rules.
5.2 If you are a Consumer, your rights under section 2 still apply.
6. Refunds we choose to give
6.1 In some cases we may offer a credit for future services instead of a refund. You do not have to accept a credit where you are entitled to a refund.
6.2 We may give a refund or credit outside this policy as a goodwill gesture. Doing so does not change this policy for other cases.