Zypheral — Refund Policy
Effective date: 10 September 2026 Last updated: 10 September 2026
This Refund Policy forms part of the Terms of Service of Zypheral ("Zypheral"). Capitalised terms have the meanings given there.
1. Overview
1.1 This policy explains when a payment to Zypheral may be refunded, what happens when a payment fails, and what happens to your data if a service is suspended.
1.2 Two principles run through it:
- You keep your data through a payment problem. Suspension for non-payment stops the
service; it does not immediately delete what you have stored.
- A free trial is a trial, not a right to a refund of what follows it. This is explained in
clause 5.
1.3 Nothing in this policy removes any right you have under mandatory consumer protection law in your country of residence. Where such a right conflicts with this policy, that right prevails.
2. Subscriptions and renewals
2.1 Plans are sold as subscriptions for the term stated at purchase, and renew automatically at the then-current price unless cancelled before the renewal date.
2.2 You may cancel at any time from your dashboard or by contacting support@zypheral.com.
2.3 Unless a refund applies under this policy, cancellation stops future renewals and takes effect at the end of the term you have already paid for. The service remains available until then. Cancelling does not generate an automatic refund of the current term.
2.4 A renewal that has already been charged is treated as a payment for the new term, and is refundable only as set out in clauses 3 and 6.
3. Refunds for new hosting subscriptions — 14 days
3.1 Annual hosting plans may be refunded in full if you request the refund within 14 calendar days of the initial purchase and you are not satisfied with the service. This reflects the commitment made on our website.
3.2 To request it, contact support@zypheral.com from the email address on the account, within the 14-day period.
3.3 This 14-day refund applies to the initial purchase of a hosting subscription. It does not apply to:
(a) renewals of an existing subscription (see clause 4); (b) charges that follow a free trial (see clause 5); (c) fees for work already performed at your request, such as a chargeable migration of a website above the size included free of charge; (d) any third-party cost we have incurred and paid on your behalf at your request, such as a domain registration or a paid third-party licence, where that cost is not recoverable by us; (e) accounts suspended or terminated for breach of the Acceptable Use Policy.
4. Renewals
4.1 Renewal charges are not covered by the 14-day refund in clause 3.
4.2 We send renewal notices as a courtesy where we can. Responsibility for cancelling before a renewal date rests with you, and the renewal date is shown in your dashboard.
4.3 If a renewal is charged and you contact us promptly — ordinarily within [RENEWAL GRACE WINDOW — e.g. 7 days] — having not used the service in the new term, we may at our discretion refund it. This is a discretionary accommodation, not an entitlement, and does not create a precedent.
5. Free trials, and refunds after a trial converts
5.1 How a trial works. Where a free trial is offered, the service is provided at no charge for the trial period. Before the trial begins, we show you the date it ends, the amount that will be charged, and the term the charge covers.
5.2 A trial converts automatically. Unless you cancel before the trial ends, the subscription converts into a paid subscription at the end of the trial period and the payment method on file is charged.
5.3 The core rule.
Receiving and using a free trial does not entitle you to a refund of the charge that follows it. The purpose of a free trial is to let you evaluate the service without payment. Having had that opportunity, and having allowed the trial to convert rather than cancelling it, you have received the benefit the trial was offered for. The subsequent charge is payment for a new paid term, which begins because the trial was not cancelled — and it is not refundable merely on the basis that a free trial was previously provided.
5.4 What this rule does not do. Clause 5.3 does not exclude:
(a) any refund required by mandatory law in your country of residence, including any statutory right of withdrawal for consumers where it applies to the purchase; (b) a refund where we have failed to provide the service in accordance with the Terms of Service; (c) a refund where the charge was taken in error, in the wrong amount, or after a valid cancellation was made before the trial ended; (d) a refund we choose to grant as a discretionary exception under clause 6.
5.5 Cancelling during a trial. You may cancel at any time before the trial ends and no charge will be made. Cancelling during the trial ends the service at the end of the trial period.
5.6 One trial. A trial is available once per customer per product unless we state otherwise. We may decline or withdraw a trial where we reasonably suspect duplicate accounts or abuse.
6. Discretionary refunds
6.1 We may grant a refund outside this policy in individual cases — for example, following a significant service failure, a billing error, or exceptional personal circumstances.
6.2 A discretionary refund is granted on its own facts, is not an admission of liability, does not vary this policy, and does not create an entitlement in any other case.
6.3 Requests should be sent to support@zypheral.com with the account email address and the reason.
7. When we do not refund
7.1 Except where mandatory law requires otherwise, we do not refund:
(a) charges following a free trial, save as set out in clause 5.4; (b) subscriptions cancelled part-way through a paid term, for the unused portion, except where the Terms of Service expressly provide a pro rata refund; (c) accounts suspended or terminated for breach of the Acceptable Use Policy or for unlawful activity; (d) charges arising from your failure to cancel before a renewal, save as set out in clause 4.3; (e) service interruption attributable to matters outside our control, including incorrect or expired DNS records, an expired domain registration, a failure of a third-party provider, or a fault in software you installed; (f) losses that are consequential rather than a return of the fee paid, which are addressed by the limitation of liability in the Terms of Service.
7.2 Where we terminate the Agreement for convenience, we refund the unused portion of prepaid fees on a pro rata basis, as set out in the Terms of Service.
8. Failed payments, suspension and data retention
8.1 A failed charge. If a subscription charge fails, our payment processor may re-attempt it. We will notify you at the email address on your account. You should update your payment method promptly.
8.2 Suspension. If the charge remains unpaid, the affected service is suspended. Suspension means the service stops operating:
- Hosting Services — the website ceases to be served.
- Email Hosting — incoming mail is rejected and mailboxes can no longer sign in.
8.3 Suspension is not deletion. Your data is retained during the retention period described below.
8.4 Email Hosting — the full lifecycle
The Email Hosting lifecycle, including where a plan began as a free trial, is:
| Stage | What happens |
|---|---|
| 1. Free trial — 7 days | The service is fully available at no charge. The conversion date and amount are shown before the trial starts. |
| 2. Trial ends | The subscription converts to paid and the payment method is charged for the paid term. |
| 3. Charge unpaid | The renewal invoice is due and unpaid. |
| 4. Service suspended | Mail service stops. Incoming mail is rejected; mailboxes cannot sign in. |
| 5. Data retention — 30 days from suspension | Mail domains, mailboxes, stored messages and configuration are retained. The service does not operate during this period. |
| 6a. Payment during retention | The outstanding amount is paid, the service is restored, and retained data becomes accessible again. |
| 6b. Still unpaid after 30 days | Retained data may be permanently deleted. Deletion is irreversible and the data cannot be recovered. |
8.5 The 7-day trial is seven days of service. It is not extended by non-payment. If the converting charge is not paid, the service is suspended — it does not continue while payment is retried.
8.6 The 30-day retention period is not additional service and not a grace period. During it the service does not operate: no mail is accepted, delivered or accessible. It exists solely so that a payment problem does not immediately destroy your data.
8.7 Restoration. Paying the outstanding amount within the retention period restores the service. We do not charge a reinstatement fee.
8.8 Hosting Services retention. The retention period applying to Hosting Services following suspension for non-payment is [HOSTING RETENTION PERIOD — NOT YET DECIDED].
8.9 Export your data first. You are responsible for keeping your own copies of anything you cannot afford to lose. Export before cancelling, and before a subscription lapses — retrieval is materially harder once a service is suspended.
9. How refunds are paid
9.1 Approved refunds are returned to the original payment method through our payment processor. We cannot refund to a different method or by another route.
9.2 Refunds are issued in the currency of the original charge. Where your payment instrument is in another currency, the amount you receive may differ because of exchange-rate movement and your provider's fees, which are outside our control.
9.3 Refunds are normally issued within [REFUND PROCESSING TIME — e.g. 5–10 business days] of approval. The time taken to appear on your statement depends on your bank or card issuer.
9.4 Taxes are refunded in accordance with applicable tax law.
10. Chargebacks
10.1 If you dispute a charge, please contact support@zypheral.com first. Most issues can be resolved faster directly than through a card dispute.
10.2 Where a chargeback is raised, we may suspend the affected services while the dispute is investigated, and we may provide our payment processor and the card scheme with the account records relevant to the transaction.
10.3 Services suspended because of a chargeback are subject to the same data retention treatment as suspension for non-payment.
11. Changes to this policy
11.1 We may amend this policy. The version in force at the time of your purchase applies to that purchase.
11.2 Material changes will be notified as set out in the Terms of Service.
12. Contact
Refund requests and billing questions:
support@zypheral.comZypheral,[REGISTERED ADDRESS]
Please include the account email address, the charge date and amount, and the reason for the request.