Refunds, Replacements and Cancellations

Last updated: 5th July 2009, 16:24

Consider printing a copy of this document for your records. Please note that we reserve the right to change this document at any time, without prior notice.

Customer satisfaction is very important to us at LCHost, but we accept that there are circumstances that may arise which may result in you wanting to cancel or return a service or product. While we will always do our best to resolve the situation in the fairest manner possible, we do have a number of general policies which will be relied upon in the event of a disagreement which cannot be resolved amicably.

Purchases by Consumers/Individuals ("B2C")

If you are a consumer rather than a business customer you are entitled to your statutory rights, including a 7 day cooling off period. During this time you may cancel any agreements you have made and you will be refunded your payment(s) less any nonrefundable charges for deposits/bespoke works (see below).

Refunds

Low Cost Host Ltd operates a refund policy on a qualification basis.

Each case is examined on an individual basis in order to examine if a refund is suitable. In certain cases, products are nonrefundable (see below). In other cases, a service credit may be issued which can be used when purchasing other products or services from us.

In cases where there is fault on our part (service not as advertised, extended service failure through events under our control, error by staff) a refund will be offered for the unused portion of the service. If a service has been found to be unsuitable for the entire duration, a full refund may be offered.

Cases in which we will only consider offering a service credit include (but are not limited to) customer error in purchasing the wrong service type or service failures due to circumstances beyond our control.

As a rule of thumb, no refunds are possible on the following services or service elements:

• Coding or Design work delivered to agreed specification
• Domain names
  (in some cases refunds may be possible if cancelled within 5 days)
• Setup Fees
  (where costs have already been incurred by us)
• ADSL Fees
  (unless the service cannot physically be provided and BT admit this)
• Deposits paid
  (Unless as a security against non-payment and the applicable contract has been correctly terminated and all outstanding debts settled - all other deposits are generally specifically held as a security against cancellation)
• Any fees governed by a contract with a minimum term where we are not in breach of the contract

In the case of delivered physical products, refunds can only be offered if the unit was not custom-built and also only if the product packaging is intact. Your statutory rights are not affected.

Replacement

Given that the vast majority of our product sales do not involve a tangible element to customers, replacements do not usually occur in the traditional sense.

We may, at our discretion, replace or repair rented equipment and or parts of equipment if they are found to be operating outside of normal tolerances, provided that they have not been damaged by the direct or indirect action of the affected customer.

In the event that a physical product has been delivered to the customer, all such products will be covered by the manufacturers standard warranty (typically 1 year, though notable exceptions include Cisco hardware without a SMARTnet agreement, which is only warranted for 90 days) unless otherwise stated - during this period we will, at our/the manufacturers discretion, repair or replace defective parts and return a fully functional product to you.

Cancellations

Should you choose to cancel before any service has been provisioned, and before any nonrefundable costs have been incurred by us, we will at our discretion choose to offer a refund or service credits to you.

If you choose to cancel partway through a minimum-term contract agreement which we were not in breach of (after any applicable cooling off period has elapsed), you will still be liable for any fees governed by that contract for the remainder of the term of the agreement - this is non-negotiable.

If you choose to cancel a non-contracted but prepaid service (eg: annual webhosting payment) you will be offered a service credit or at our discretion a refund equal to the unused portion of the service.

We reserve the right to levy a £10 administration fee against cancellations, and any refunds or service credits will be net of that fee.