1. Our money-back guarantee
We want you to be confident when you try Raweb, so first-time hosting subscriptions come with a 14-day money-back guarantee. If you are not happy with the service within 14 days of your first payment for a new subscription, contact us and we will refund that payment in full. The guarantee applies once per customer and covers the recurring hosting fee only.
2. What the guarantee covers
The 14-day guarantee applies to the first payment for new web hosting and managed WordPress subscriptions. It is there so you can test the platform, move a site across and decide whether Raweb is the right fit.
3. What is not refundable
- Renewals. Payments that renew an existing subscription are not refundable once the new period has started. Cancel before the renewal date to avoid the next charge.
- Subscriptions older than 14 days. After the guarantee window has passed, fees for the current period are not refunded when you cancel, and your service continues until the end of that period.
- Domain names. Domain registrations, renewals and transfers are non-refundable, because the registry charges us as soon as the order is placed.
- Third-party items. Dedicated IP addresses, commercial licenses, certificates bought from third parties and similar add-ons are non-refundable once provisioned.
- Accounts closed for cause. If we suspend or terminate your account for a breach of our Terms of Service, including abuse, fraud or non-payment, no refund is due.
4. Your statutory right to cancel
If you are a consumer, you may have a legal right to withdraw from a distance contract within 14 days. Because hosting is provided immediately, you ask us to start straight away when you subscribe. Where you have used the service during that period, any refund may be reduced to reflect what you have used, in line with the law that applies to you. This statutory right sits alongside the guarantee above, and you can rely on whichever gives you the better outcome.
5. How refunds are paid
Approved refunds are issued to the original payment method. Once we approve a refund it is usually processed within a few business days, although the time it takes to appear on your statement depends on your bank or card provider. Refunds are made in the currency you were charged in.
6. How to request a refund
Email billing@raweb.al from the address on your account, or open a ticket from the control panel. Tell us which subscription the request is about and, if you can, what did not work for you. Your feedback genuinely helps us improve, even when a refund is the right outcome.
7. Chargebacks
If something looks wrong on your bill, please contact us first. We can almost always sort it out faster than a card dispute. Opening a chargeback without contacting us may lead to the affected services being suspended while the dispute is resolved.
8. Changes to this policy
We may update this policy from time to time. The version that applies to your purchase is the one published on the day you paid. We will post any update here with a new date.
9. Contact
For anything about billing or refunds, email billing@raweb.al.