UK Sales and Refund Policy
Thanks for choosing Mattrs. We want you to have a smooth, rewarding experience when exploring, purchasing, or renewing our digital products and services.
By placing an order or making a purchase at Mattrs HostShop, you agree to the terms below, along with Mattrs Privacy Policy.
Domain Cancellation or Transfer
Refunds are not available for registered domains – we can only set them to not auto-renew.
If you choose to cancel your hosting package but have a domain registered with us, you can:
- Transfer your domain to another registrar. We will provide you with the necessary codes and support to facilitate the transfer.
- Retain your domain under our management, even after cancelling your hosting you’ll be able to manage your domain along with all DNS records via Control Panel as before.
If you do not renew or transfer your domain before its expiry, it may become unavailable for re-registration.
Hosting Plans
- Cancel anytime: You can cancel your hosting plan at any time directly through your account panel. Your services will remain active until the end of the current billing cycle.
- No hidden fees: There are no additional charges or penalties for cancelling your hosting plan.
- Refunds: You may request a full refund within 15 days of a monthly payment or within 45 days of a yearly payment for any hosting plan*. Partial refunds are available where required by law.
Add-ons & Expansions
- Flexible cancellation: Add-ons such as Website CarePlus and Admin Boost can be cancelled at any time.
Simply use them for as many months as you need — there’s no long-term commitment. - No hidden fees: There are no additional charges or penalties for cancelling any Add-ons or Expansions.
- Refunds: You may request a full refund within 15 days of a monthly payment or within 45 days of a yearly payment* for Add-ons and Expansions. Exceptions apply to Website CarePlus if any included development hours have been used or partly used. Partial refunds are available where required by law.
Data and Email Migration
Before cancelling your hosting package:
- Website and data backup: Ensure you download and migrate all website files and databases.
- Email accounts: If you’re hosting emails with us, set up a new email provider and transfer any important emails or data.
Once cancellation is processed, all website data, emails, and other associated files will be permanently deleted. This cannot be reversed, so we recommend completing your migration before the cancellation date.
Web Design Services
- Non-refundable deposit: All web design projects require a non-refundable deposit to cover initial consultations and planning.
- Milestone-based refunds: Refunds are only offered for uncompleted project phases. For example:
- The initial deposit is non-refundable once work begins.
- Partial refunds may be issued for incomplete milestones if agreed upon by both parties.
- Change-of-mind clause: If you change your mind within 48 hours of payment and no substantial work has started, a full refund may be issued.
- No refunds after delivery: Once the final project is delivered and approved, refunds are not offered. However, we are happy to work with you on revisions to ensure satisfaction.
General Terms
- Exceptional cases: Refunds may be considered in exceptional circumstances at our sole discretion.
- How to cancel: To cancel any service, please contact us through your account panel or email support directly.
- To cancel an eligible purchase within 14 days of receiving a receipt*, report a problem or contact us.
Learn more about your right of withdrawal
We’re here to help! If you have any questions about our cancellation or refund policy, don’t hesitate to reach out.
* The three cancellation rights are separate and operate on different timelines and legal bases. The statutory 14-day withdrawal right is a legal consumer protection that allows customers to cancel eligible distance or online contracts within 14 days of entering the agreement (or receiving goods, where applicable). The goodwill 15-day refund is an additional, voluntary policy offered by the company that may extend or supplement customers’ rights beyond what the law requires and is granted at the company’s discretion under its stated terms. By contrast, the 48-hour design-deposit cancellation period applies specifically to the initial design deposit stage and allows cancellation and refund only within the first 48 hours after payment; once that period expires or design work has commenced, different terms may apply.