Refunds and the 30-day money-back guarantee
What the FoxFolio Cloud 30-day money-back guarantee covers, what it excludes such as domains and commercial SSL, and how to ask for a refund.
Quick answer
If a FoxFolio Cloud hosting service is not right for you, tell FoxFolio Cloud within 30 days of the date the set-up was confirmed and you are refunded what you paid for that service, one refund per customer. The guarantee covers hosting only. Domain registrations, renewals and transfers, and third-party products such as commercial SSL certificates and paid licences, are not refundable under it.
Before you start
- The date your hosting service was confirmed as set up (in your set-up email or the service details)
- Access to your FoxFolio Cloud account
Applies to: Cloud Hosting, WordPress Cloud, Managed WordPress.
What the guarantee covers
The guarantee is in addition to your rights under Canadian consumer protection law and does not limit them. Other situations where the Terms of service provide a refund include FoxFolio Cloud ending the agreement on notice, and a renewal of a term of one year or longer that was charged without the required notice.
| Item | Covered by the 30-day guarantee? |
|---|---|
| Hosting service, within 30 days of set-up confirmation | Yes, once per customer |
| Domain registration, renewal or transfer | No: those fees are paid to the registry when ordered |
| Commercial SSL certificates and paid software licences | No: third-party products paid to the vendor when ordered |
| Hosting after the first 30 days | No refund of unused time, unless the law gives you a right to one |
Steps
Check the date
Find the date FoxFolio Cloud confirmed the hosting was set up. The 30 days are counted from that date, not from the order date.
Open a signed-in ticket
Sign in to your account (opens in a new tab) and open a ticket asking for a refund under the 30-day money-back guarantee. Name the service and its domain.
Save your data first
A refunded service is cancelled. Download anything you want to keep. See Create an on-demand backup.
Wait for the reply
FoxFolio Cloud confirms the refund and the cancellation in the ticket.
What you should see
FoxFolio Cloud confirms in your ticket that the eligible hosting payment is being refunded and the service cancelled.
Troubleshooting and common mistakes
- The order also included a domain.
- The domain is not refundable under the guarantee. You keep the domain registration for its paid term and can point it anywhere.
- More than 30 days have passed.
- The guarantee no longer applies, but you can still cancel so the service does not renew. See Cancel a service.
- You have already used the guarantee once.
- The guarantee is one refund per customer. Your consumer-law rights still apply.
When to contact FoxFolio support
Use a signed-in ticket for every refund request so it is linked to the right account and service. Refund requests cannot be processed through the public contact form.
Common questions
Can I get a refund on a domain name?
No. Domain registration, renewal and transfer fees are paid to the registry when ordered and are not refundable, including under the money-back guarantee.
When does the 30-day period start?
On the date FoxFolio Cloud confirmed the hosting service was set up.
Sources
Based on the FoxFolio Cloud Terms of service, sections on the money-back guarantee, cancelling and domain names. The Terms take precedence if this guide and the Terms ever differ.
- FoxFolio Cloud Terms of service — FoxFolio Cloud