Refund and Returns
Last updated:
We want you to be happy with your hosting. This policy explains our 30-day money-back guarantee, which services it covers, how to request a refund, and when refunds are not available. It forms part of our Terms of Service.
1. 30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee on eligible hosting services. If you are not satisfied with an eligible service within the first 30 days of your purchase, you can request a full refund of the hosting fees you paid for it.
| Service | Covered by the 30-day guarantee? |
|---|---|
| Shared Hosting | Yes |
| WordPress Hosting | Yes |
| Reseller Hosting | Yes |
| VPS Hosting | No |
| Domain registrations, renewals and transfers | No |
| Third-party software and licences | No |
The guarantee applies to the first purchase of each eligible service. It does not apply to renewals, or to a service you have previously cancelled and received a refund for.
Our goal is to provide reliable hosting that works for you. If something isn’t right, we encourage you to contact our support team first, as we may be able to fix the problem.
2. How to Request a Refund
To request a refund, submit a request to our support team within the 30-day period:
- Email support@bubblehost.com.au from the email address on your account, or open a support ticket in the Client Area.
- Include your name, the service you want refunded and, if you’re happy to share it, the reason you’re not satisfied.
- We will confirm your request and cancel the service.
Please download a copy of any website files, databases and emails you want to keep before requesting a refund, as the service and its data will be deleted once it is cancelled.
3. Refund Processing
Refunds are only issued to the original method of payment used for the purchase. We cannot refund to a different card, bank account or person.
Please allow 7 to 10 business days for the refund to appear, as processing times vary between banks and card providers. If you have any questions about the status of your refund, our support team is happy to help.
We handle each refund request fairly and on a case-by-case basis.
4. Exceptions
While we try to accommodate refund requests wherever possible, the following are not eligible for a refund under the money-back guarantee:
- Refund period expired: Requests made after the 30-day money-back guarantee period has ended.
- Domain names: Domain registrations, renewals and transfers are paid to domain registries as soon as they are processed and cannot be reversed. This also applies to free domains included with a hosting plan: if you receive a refund for the hosting plan, the standard price of the domain may be deducted from your refund, and the domain will stay registered in your name until it expires.
- Third-party software and licences: Products supplied by other companies, such as paid software licences or SSL certificates, are non-refundable due to vendor restrictions.
- VPS hosting: VPS services are not covered, as they use resources that are set aside for you as soon as they are provisioned.
- Renewals: Renewal payments for existing services are not covered by the guarantee.
- Breaches of our terms: Accounts that are suspended or terminated for breaching our Terms of Service or Acceptable Use Policy, such as for illegal activity, spam, phishing or abuse, are not eligible for a refund.
- Fraud: Orders placed with stolen payment details or false information.
If you’re unsure whether your purchase qualifies for a refund, please contact our support team before submitting a request.
5. Cancellations Outside the Guarantee
You can cancel any service at any time through the Client Area. After the 30-day guarantee period, cancellations take effect at the end of your current billing period, and your service will keep working until then. We do not provide refunds or credit for unused time in a billing period, except where required by law.
To avoid being charged for a renewal, please cancel before the renewal date. If a renewal payment has already been taken and you contact us within 7 days of it, we will consider your request for a refund on a case-by-case basis.
6. Your Rights Under Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. This means our services must be provided with due care and skill, be fit for the purpose we have told you about, and be delivered within a reasonable time.
If a service has a major failure, you may be entitled to cancel it and receive a refund for the unused portion, or to compensation for its reduced value. If a failure is not major, we may choose to fix the problem within a reasonable time instead.
These rights apply in addition to our 30-day money-back guarantee. Nothing in this policy, including the exceptions in Section 4, limits any rights you have under the Australian Consumer Law.
7. Chargebacks and Payment Disputes
If you have a problem with a payment, please contact us first so we can try to sort it out quickly. If you open a chargeback or payment dispute with your bank without contacting us, we may suspend your account while the dispute is investigated. If a chargeback is found to be invalid, we may charge a reasonable fee to cover the costs involved.
8. Changes to This Policy
We may update this Refund and Returns Policy from time to time to reflect changes to our services or for legal, operational or regulatory reasons. Updates will be posted on this page and the “Last updated” date will be changed. The version in place when you made your purchase will apply to that purchase.
9. Contact Us
Your satisfaction is important to us. If you have any questions, need clarification, or would like help with a refund request, please don’t hesitate to contact our support team:
- Email: support@bubblehost.com.au
- Phone: +61 474 384 572
- Contact form: bubblehost.com.au/contact
