Billing: Refunds
In this article, we will discuss our refund policy and how it works.
Money Back Guarantee
If you are still within our money back guarantee period for your service, we will return 100% of your money, no questions asked. For more information about our Money Back Guarantee, please click here.
Monetary Refund
If you have gone beyond the money back guarantee for your service plan, we do not offer any monetary refunds. Any refunds at this point would be at the discretion of Site5 management.
Service Credit
If you have gone beyond the money back guarantee period for your service plan, we do not offer any service credits. Any service credits at that point would be at the discretion of Site5 management.
Murphy Morrison June 10, 2014 at 8:56 pm
Hello,
I just bought the hostbasic and thought it was something different than it is. I would appreciate receiving a refund. Since I just bought the service five minutes ago, I hope this is not a problem.
Thank you!
Murphy
James Davey June 12, 2014 at 7:31 am
Hello Murphy,
I am sorry to hear that. You should be well within our money-back guarantee window, of course :) All you would need to do is contact our billing team, via a ticket in BackStage, to request this. Or use the cancellation steps detailed at http://kb.site5.com/control/backstage/backstage-how-to-cancel-a-service/
Using the cancellation steps will be required to actually cancel the account, so I would recommend taking that route first.
Dwoyne D. August 25, 2014 at 5:08 pm
Hello,
I submitted a ticket request to cancel my hosting service on August 23rd, which was within the specified trial period. My credit card was charged on August 24th, and I still have not received any type of correspondence regarding my request to cancel. I would greatly appreciate some assistance in getting this matter resolved.
Thank you.
Dwoyne
James Davey August 26, 2014 at 7:00 am
Hello Dwoyne,
I am very sorry to hear that. I do see your request in the helpdesk, and I am marking it as an emergency for you. I will add a note that you submitted this prior to the billing due date, as well.
Dwoyne D. August 26, 2014 at 9:31 am
Thank you, James.
MisterNeutron August 23, 2015 at 10:59 am
I came to Site5 to escape from EIG. Now that EIG has purchased Site5, and is talking about “transitioning” its customers to the EIG platform (first quarter of 2016), will Site5 offer prorated refunds (beyond the money-back trial period) to those of us who can clearly see the handwriting on the wall, and want to flee?
James Davey August 24, 2015 at 5:26 am
Hello,
There are no plans to adjust our refund policy, for any reason. Each refund request is checked manually by our billing team, however, and the decision is made by them; you can certainly ask, and you may get a prorated refund. However, please keep in mind that nothing is changing – you will still be hosted by Site5, and you will still have the same excellent support team available to you at all times.
MisterNeutron August 24, 2015 at 8:07 am
Thanks for the reply. But that’s what I was told at my last host, and things were fine until EIG starting “transitioning” the customer base. It was like dropping off a cliff after that.
James Davey August 24, 2015 at 11:21 am
I can assure you that whatever happens in the future, the care of our customers and the service they receive will remain the highest priority.