Refunds and cancellation

What this covers

Web hosting plans ordered through our client area (clientarea.skyarkanum.com), and other services billed on a recurring basis, such as maintenance retainers. Project work — websites, apps and systems built to a proposal — is paid and refunded as set out in its signed proposal.

Cancelling

You can cancel at any time from the client area, or by writing to info@skyarkanum.com.

• Your service stays active until the end of the period you have already paid for, and is not renewed after that.
• Before it ends, download anything you want to keep — files, databases and email. After the period ends, hosted data is kept for 14 days and then deleted.

When we refund

• Monthly plans: we do not refund the unused part of a month. Cancelling stops the next renewal.
• Yearly plans: ask within 14 days of a yearly payment and we refund it in full. After 14 days the year runs to its end and is not renewed if you cancel.
• Billing mistakes: if you were charged twice, charged after cancelling, or charged the wrong amount, we refund the difference whenever you tell us.
• Service we could not provide: if a service we sold you could not be set up, we refund what you paid for it.

Changing plan

Moving to a bigger plan charges the difference for the rest of the current period. Moving to a smaller plan takes effect from the next renewal.

Not refundable

• Third-party costs passed through at cost, such as domain registrations and paid licences, once they have been bought on your behalf.
• Periods where the service was suspended because of non-payment or a breach of our acceptable use rules (see the Terms).

How to ask for a refund

Write to info@skyarkanum.com from the email address on the account, with the invoice number. We answer within two business days. Refunds go back to the card or account you paid with, and usually arrive within 5–10 business days, depending on your bank.