Before you buy
The questions worth asking first.
How billing actually works, what happens when you stop, and what our uptime promise is worth. Including the answers that are not in our favour.
Can I cancel and get a refund?
Destroying a server before its term ends stops future billing but does not refund the remainder of the term you already paid for. When you buy a month, we buy that month from the datacentre at the same moment, and that purchase is not reversible for us either. This is the main reason we default to monthly rather than annual: it keeps the amount you are ever committed to small.
How do I stop being charged?
Switch auto-renew off on the item, or destroy the server. Auto-renew is per item and switching it off does not require talking to anyone — no retention call, no email ticket, no notice period. Billing stops at the end of the term you have already paid for.
Is it really billed by the hour?
Yes, on 154 of our 183 plans — every line except the Big disk and Unmetered lines. Usage is metered every hour and invoiced once a day from a balance you have funded, the meter stops when you delete the server rather than when you power it off, and the rate is the monthly price across a 730-hour month, so a machine left running all month never costs more than the monthly price. The exceptions are the lines whose supplier bills us a whole month up front; the cart refuses an hourly cycle on those rather than letting you find out afterwards.
Will the price go up when it renews?
No. Servers and managed plans renew at exactly what you paid. There is no introductory rate that expires and no first-term discount to lose, because we do not discount off list in the first place — the everyday price is the price.
Are there setup fees or add-ons I have to buy?
No installation charge, no compulsory control panel licence, and nothing pre-ticked in the cart. Backups are the only paid add-on on a server, and they stay off until you turn them on.
Is tax included in the price?
Every listed price excludes tax. What applies depends on where you are and whether you give us a business tax number, so it is calculated at checkout rather than guessed at on the price list.
What uptime do you commit to, and what is it worth?
99.9% monthly availability. On the Dedicated and Managed lines that is backed by service credit rather than by a sentence — the SLA states the measurement window, what counts as downtime and what the credit is, so it can be checked against reality instead of trusted. On Cloud VPS and the other virtual server lines it is the availability we target and report against, without a credit schedule: those machines run on shared supplier platforms whose uptime we resell rather than underwrite, and promising money we would then argue about is worse than saying this plainly. Read the SLA.
Where are your customer reviews?
We do not have review scores or testimonials to show you, and we are not going to manufacture any. What we publish instead is measurement: a status page carrying one-minute checks of every public service with every failed run listed rather than averaged away, and an SLA with credits attached. Reviews are what other people say; those two are what you can verify yourself. See the status page.
What happens if a payment fails?
You get a notice before every charge, with the amount in it, so a renewal is never the first you hear of it. If a charge fails afterwards the service is not deleted the same hour — there is a grace period and reminders before anything stops.