Yes. You can cancel an online order, or individual items in it, before fulfillment starts on those items, and the canceled items are refunded to the original payment method, minus the payment processing fees we were charged for the original payment. The right is per item and comes from section 21 of the Terms of Use.
How to cancel
- Through your client portal, or
- By email to [email protected] with the details listed in How to send a formal notice.
When fulfillment starts
Fulfillment starts after your payment settles. Most items are then scheduled and started by our team. A domain registration may start automatically, which is why domains are the item to act on fastest.
Items excluded from this right
- Domains. Once our system submits the registration to the registrar, the domain rules in the Terms of Use apply, including the 5 calendar day holding period. A submitted registration cannot be canceled under this right.
- Hosting and email plans. Once the account or service is provisioned, this right no longer applies and the standard refund rules take over.
- Service items, for example design, SEO, setup, or ad management. These can be canceled this way only until our team starts work on them.
Per item, always
Canceling some items never cancels the rest of the order. Once fulfillment starts on an item, that item follows the refund and cancellation rules in section 16 of the Terms of Use. Refunds explained walks through those rules, including the list of items that are never refundable once started.
Not sure whether work has started on your item? Ask before you file anything: the chat widget or the contact page gets you an answer about the state of your order.
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