Cancellation and Refund Policy

Scope

This policy applies to cancellation, withdrawal, termination, do-not-renew requests, failed payments, chargebacks, and refunds relating to SiteServer services.

This policy supplements the general terms, domain registration terms, checkout information, quotation, and written agreements. Statutory rights that cannot be excluded remain unaffected.

Cooling-off period for consumers

When a consumer buys a service online, by telephone, or away from business premises, a statutory cooling-off period of 14 days often applies from the moment the agreement is concluded.

The customer can withdraw within the cooling-off period by sending a clear statement by email to info [at] siteserver.nl. Include the name, organization, order date, service, and invoice or payment reference if available.

When the customer expressly asks SiteServer to start the service during the cooling-off period, a proportional amount may be payable for the part already delivered if the customer withdraws. If a service has been fully performed within the cooling-off period and the statutory conditions are met, the right of withdrawal may lapse.

Business customers do not have a statutory consumer withdrawal right unless this has been agreed in writing or mandatory law provides otherwise.

Domains and external provider costs

Domain registrations, transfers, renewals, premium domains, licences, and other external provider costs may be charged to SiteServer immediately after submission.

Because such orders are often processed automatically and irreversibly, they are not always cancellable or refundable after SiteServer has submitted the order to the provider, registrar, or registry.

For domains, the domain registration terms and the terms of the relevant registry or registrar also apply.

Cancellation and do-not-renew requests

A request to stop hosting, support, or additional services is processed as cancellation for the agreed end date or payment period, unless agreed otherwise in writing.

For domains, SiteServer uses customer-facing wording such as do not renew or cancel renewal. A processed request normally means the domain remains active until the paid expiry or renewal date.

Prepaid recurring services are not automatically refunded pro rata, except where required by law, agreed in writing, or confirmed by SiteServer as a goodwill credit.

Refunds

When a refund is due, SiteServer refunds through the same payment route where reasonably possible. If that is not possible, SiteServer asks for a suitable alternative.

Refunds are normally processed within 14 days after the refund right has been established and the required payment details are complete.

Already delivered services, usage, custom work, external provider costs, domain costs, chargeback costs, and administrative corrections may be offset where legally and contractually permitted.

Failed payment and chargeback

In case of a failed payment, the order remains incomplete until payment has been received or SiteServer confirms otherwise.

In case of a chargeback or reversal, SiteServer may manually review the related order, invoice, service, and provider costs before a service is continued, cancelled, or invoiced again.

For an incorrect or duplicate payment, contact info [at] siteserver.nl first so SiteServer can trace and correct the payment.

Changes

SiteServer may update this policy when services, payment processes, provider rules, or law change. The date above shows when this page was last updated.