Refund Policy

At RetroCat, we want to ensure that you are 100% happy with your purchase. If you have any technical or sales queries, do not hesitate to contact us. However, if you feel the services(s) you purchased are not the best fit for your requirements and you attempted to resolve issues with our support staff, we want to make things right.

For the vast majority of our customers using our web hosting plan, we offer a pro rated refund on the web hosting service- This means at any time, you may request to cancel your service, and we’ll issue a refund based on the remainder of the time left on your service plan. No questions asked. 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 and may apply to specialised services:

For services that involve dedicated servers, and/or recurring monthly licenses (such as a whmcs license), 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, custom products or ‘tailored’ works carried out (e.g. custom site design, programming projects, or domain names) 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!
- If you’re inquiring about a domain name you’ve registered in the past 24 hours, we might be able to contact the domain registrar to have the registration revoked; if they accept a request from us to revoke the registration we will be able to refund the cost of domain registration in full; This only applies to registrations in the past 24 hours. Please read here for more information about refunding a recently registered domain (please hurry, as time is critical due to the 24 hour window)

Kindly note that we make every attempt to process the refund as quickly as possible. But PayPal, your payments processor or your financial institution can take up to 20 days for the refund to reflect in your bank/card account.

Item Missing or Incorrect Order:

If something is missing from your order or the wrong item has been delivered, then please contact customer support as soon as possible and in any event within 24 hours, and we will do our best to resolve the problem.