This Refund Policy sets out your rights regarding refunds and cancellations for all services provided by Layer 9 Solutions Ltd ("we," "us," or "our"). This Policy is incorporated into the terms of service for each of our individual services. In the event of any conflict between this Policy and a service-specific term, the service-specific term shall prevail.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer (not purchasing for business purposes), you may have a 14-day right to cancel digital services from the date of purchase unless you have requested that the service begin immediately and acknowledged that you lose your right to cancel once the service commences. By purchasing and activating our services, you consent to the immediate commencement of service and acknowledge that the 14-day cancellation right does not apply once the service is active. Nothing in this Policy affects your statutory rights.
1. Shared Web Hosting
7-Day Money-Back Guarantee: New shared hosting accounts are eligible for a full refund if requested within 7 days of the initial purchase date. To request a refund, contact [email protected] with your account details and the reason for your request.
The money-back guarantee does not apply to:
- Accounts suspended or terminated for violations of our Terms of Service or Acceptable Use Policy
- Domain name registrations (which are non-refundable in all cases — see Section 5)
- Accounts where excessive resource usage has occurred during the refund period
- Add-on services or upgrades purchased after the initial hosting order
- Accounts where a refund has previously been issued under this guarantee
After the 7-day period, hosting fees are non-refundable. Cancellation takes effect at the end of the current billing cycle and no partial refunds are given for unused time.
2. Private VPN Server
7-Day Money-Back Guarantee: New VPN server subscriptions are eligible for a full refund if requested within 7 days of the initial purchase date, provided the service has not been suspended or terminated for policy violations.
The money-back guarantee does not apply to:
- Accounts suspended or terminated for violations of the VPN Terms of Use or Acceptable Use Policy
- Annual plan subscriptions where more than 7 days have elapsed since purchase
- Accounts where a previous refund under this guarantee has been issued
After the 7-day period, VPN subscription fees are non-refundable. Cancellation takes effect at the end of the current billing period.
3. SMTP Mail Relay
7-Day Money-Back Guarantee: New SMTP relay accounts are eligible for a refund if requested within 7 days of the initial purchase date, provided the account has not been used to send email and has not been suspended for policy violations.
The guarantee does not apply where:
- Any email has been sent through the account prior to the refund request
- The account has been suspended or terminated for violations of the SMTP Terms of Use or Anti-Spam Policy
- Overage charges have been incurred
After the 7-day period, prepaid SMTP relay fees are non-refundable. Overage charges are non-refundable in all circumstances.
4. Travel eSIM
eSIM plans purchased via layer9esim.com are subject to the refund policy published on that website. As a general principle:
- eSIM plans that have been activated (QR code scanned and eSIM installed) are non-refundable
- Unactivated eSIM plans may be eligible for a refund within 14 days of purchase, provided they have not been activated and the QR code has not been scanned
- Data usage under an active eSIM plan is non-refundable
- Expired eSIM plans with unused data are non-refundable
To request a refund for an unactivated eSIM, contact [email protected] within 14 days of purchase with your order details.
5. Domain Name Registrations
Domain name registrations are strictly non-refundable in all circumstances. This is because the registration fee is immediately passed to the relevant domain registry and cannot be recovered by us. If a domain registration fails due to our error or the domain was unavailable, a full refund will be issued automatically.
Domain renewal fees are also non-refundable once the renewal has been processed.
6. SSL Certificates
SSL certificate fees are non-refundable once the certificate has been issued by the Certificate Authority. If a certificate cannot be issued due to our error, a full refund will be provided.
7. How to Request a Refund
To request a refund within an applicable guarantee period:
- Email [email protected] with the subject line "Refund Request — [Account ID / Order Number]"
- Include your full name, account email address, order or invoice number, and the reason for your request
- We will review and respond within 2 business days
- Approved refunds will be processed to the original payment method within 5–10 business days, depending on your payment provider
8. Chargebacks
If you initiate a chargeback with your bank or card provider without first contacting us, we reserve the right to suspend your account pending resolution. We encourage you to contact us directly in the first instance as most billing issues can be resolved quickly. Fraudulent chargebacks may result in account termination and may be reported to fraud prevention agencies.
9. Cancellation
You may cancel any service at any time via the client portal at portal.layer9solutions.com or by contacting [email protected]. Cancellation requests take effect at the end of the current billing period unless you request immediate termination. We do not give partial refunds for unused portions of a billing period except where a money-back guarantee applies.
Upon cancellation:
- Hosting accounts: data retained for 14 days then permanently deleted
- VPN accounts: access ceases at end of billing period
- SMTP accounts: sending access ceases at end of billing period; account data retained for 14 days
10. Contact
Layer 9 Solutions Ltd
Company No. 14857666
124 City Road, London, England, EC1V 2NX
Email: [email protected]
Support: [email protected]