To request a refund please follow the steps below:
- Go to: retro.cat > Support > Create New Ticket.
- Enter the Order ID of the product you wish to refund.
- If you want a refund for a part of the order (if the order included multiple products), please specify the products you want a refund for.
- In the ticket description, clearly state you want a refund and provide the necessary information, such as problems you may be having with the product.
- Once you submit the ticket you will receive an auto response from us. That just lets you know we’ve got your request.
- Once we’ve had a chance to review your request and request any additional verification information (as required) we will begin the process of cancelling applicable services and issuing you with a refund, in line with our refund policy.
- After your refund is processed, it will take approximately 1-3 working days after receiving the product to return the funds to your payment method. If you paid with PayPal, you will be notified in your PayPal / Skrill transaction history that your refund has taken place.
- Please note: For PayPal or Skrill payments, the refund process takes up to 5 days for the refund to be reflected in your bank account. On rare occasions, it might take up to 15-20 days for your refund to be processed- this is can occur if your payment method is unverified, or if your PayPal / Skrill account has been limited or is under investigation for a terms of service violation with their service. Additionally, we are only able to provide a refund to the original payment method. We are unable to, for example, refund a PayPal / Skrill payment by writing a cheque. In the event a refund is sent to a paypal account that has been limited, you must resolve the issue with the payment provider- we will be unable to assist in these matters.
Note:
For the vast majority of our customers, our standard pro rated refund policy applies. For example, if you’ve prepaid 2 years and want to leave at 6 months into the service, you’ll receive a refund based on the unused period of time (approximately 18 months worth).
The following exceptions do apply to this policy:
For services that involve dedicated servers, and/or recurring monthly licenses, a ‘reduced’ refund of -30 days is in place. For example, if you’ve prepaid 2 years for a dedicated server and want to leave at 6 months, you’ll receive 17 months worth of a refund (30 days was deducted due to the reduction period). If you’ve pre-paid for 60 days of a dedicated server and want to leave 28 days into the service, you’ll receive a refund valued at 2 days of the total price paid (30 days was deducted due to the reduction period).
Any software that has been opened, activated, or downloaded and used (for example, a Microsoft Office 2016 license key or a control panel license) is not refundable.
Personalised services or custom works carried out (e.g. custom site design or programming projects) are non-refundable.
For domain name registrations, we’re unable to refund it due to the costs of registering it on your behalf. Domains require registration to make it available across the world wide web, and these registrations cannot be revoked partially through its registration period. As such, any refund will have the cost of domain registration deducted. Don’t worry though, even if you’re leaving us, you’re still entitled to the domain and you can take it with you!