Refund Policy

Last updated: August 11, 2026

We want you to be confident switching to Urbanveli. This policy explains exactly what's refundable, what isn't, and how to request a refund.

1. 30-Day Money-Back Guarantee

Every hosting plan (Starter, Growth, and Pro) includes a 30-day money-back guarantee. If you're not satisfied for any reason within the first 30 days of your initial purchase, we'll refund your hosting fees in full — no questions asked.

2. What's Covered

• Hosting plan fees, if cancelled within 30 days of the initial purchase.
• Add-ons purchased alongside a refunded hosting plan (e.g., SiteBackup Pro, Advanced Security), on a pro-rated basis.

3. What's Not Covered

• Domain registrations. Once a domain is registered, the registry fee is paid to the relevant domain registry and is non-refundable, consistent with standard industry and ICANN practice — this applies even if it was bundled as "free" with a hosting plan that is later refunded.
• Renewal charges after the initial 30-day window (see Section 6).
• Custom or one-time services already performed, such as a completed migration.

4. How to Request a Refund

To request a refund, open a support ticket with the category set to "Billing," including your account email and the reason for your request. You can also reach us via live chat. We don't require a reason, but feedback helps us improve.

5. Processing Time

Approved refunds are issued to your original payment method via Stripe within 5–10 business days, though your bank or card issuer may take additional time to post the credit to your statement.

6. Renewal Charges

Subscriptions renew automatically at the then-current renewal price shown on your plan unless cancelled beforehand. Renewal charges are not covered by the 30-day guarantee, since that guarantee applies to your initial purchase only — cancel before your renewal date from your dashboard to avoid being charged for the next term.

7. Chargebacks

If you have a billing concern, please contact us first — most issues can be resolved faster through a support ticket than through a bank dispute. Accounts with an open chargeback may be suspended while the dispute is investigated.

8. Contact Us

Questions about this policy can be sent through our Contact page or by opening a support ticket.