We want you to be happy with your hosting. If you're not, our 30-day money-back guarantee on new hosting sign-ups lets you get a full refund during your first month with us. This article lays out exactly what qualifies, what doesn't, and how to request one.
What qualifies for a refund
Hosting plans (shared, reseller, VPS, dedicated)
If you're signing up with us for the first time and decide within 30 days that the plan isn't for you, we'll refund the hosting fee in full — no questions asked. The guarantee covers your first hosting plan with CanSpace and the first billing period of that plan.
What doesn't qualify
Domain registrations and renewals
When you register or renew a domain, we pay the registry (CIRA for .ca, Verisign for .com, etc.) an annual fee that we can't get back. For that reason, domain registrations and renewals are not refundable, even within the first 30 days.
If you've accidentally renewed a domain you didn't want to keep, or if you registered a name with a typo, open a ticket and we'll look at it case by case. In some situations (for example, the domain was only renewed hours ago and hasn't yet propagated), we may be able to cancel it at the registry.
SSL certificates
Paid SSL certificates (such as the Wildcard or EV certificates from our SSL page) are not refundable once they've been issued. If payment was taken but the certificate hasn't yet been issued, we can refund it.
Addons that have been consumed
Some addons are one-time services rather than recurring subscriptions — dedicated IP allocations, rush-setup fees, paid migrations, and similar. Once the work has been done, these are not refundable. Recurring addons (like SSL addons on hosting plans, or a dedicated IP that's been in use) are treated like the hosting plan itself and follow the 30-day window from initial purchase.
Renewals and additional plans
The 30-day money-back guarantee applies to your first hosting plan with us, not to renewals of that plan or to additional plans opened later. Renewals are charged in advance for the next billing period, and once the period starts we've allocated server resources for you for that term regardless of whether you continue to use them. Existing clients who want to try a different or additional plan are welcome to — and we'll of course do everything we can to make it work — but the 30-day refund window applies to first-time sign-ups.
To prevent unintended renewals, disable auto-renew on any service you're planning to leave. See How do I cancel a service? — a cancellation at the end of the current billing period also turns off future renewals.
How to request a refund
If you're within your 30-day window on a new hosting plan and want a refund:
- Log in to your client area.
- Open a ticket via Support → Open Ticket and pick the Billing department.
- Let us know which service you'd like refunded and — if you're open to sharing — what didn't work out. We're not going to quiz you, but feedback helps us improve.
We'll confirm the refund in the ticket and process it back to the original payment method. Refunds typically show up on your card statement within 3–10 business days, depending on your bank. For Interac e-Transfer payments, we'll send the refund back to the email address you paid from.
Prorated or partial credits outside the 30-day window
Although the formal 30-day guarantee doesn't apply beyond the first month, we're not robots about it. If you've paid annually or for a multi-year term and your circumstances have changed significantly — you're shutting down a business, moving off the web entirely, or a specific feature is missing that we can't provide — open a ticket and explain the situation. We'll look at what we can reasonably offer, which often means converting the long term to a monthly rate and refunding the balance.
We can't refund third-party costs we've already paid (domains, purchased SSL certificates, etc.), but we have room to be flexible on our own hosting fees.
Chargebacks
If you think something was charged incorrectly — a duplicate invoice, an amount that doesn't match what you expected, an unrecognized charge — please open a ticket with us first. We can almost always resolve it directly — responses are usually within a few minutes of the ticket being opened.
Filing a chargeback with your bank before contacting us adds friction for everyone: chargebacks incur fees we have to absorb, the process takes weeks to resolve, and the account typically has to be suspended while it's under dispute. Reaching out first saves a lot of hassle.
Related articles
- How do I cancel a service?
- Upgrade or downgrade your hosting plan
- Payment methods we accept
- Paying an invoice from the client area
Questions about a specific charge? Open a billing ticket
