Refund and Cancellation Policy

Last updated: 16 September 2026

This policy explains how to cancel an lbreeze service, when money comes back, and when it does not. It distinguishes between consumers and business customers, because the law gives consumers rights that cannot be signed away and this policy does not try to.

You are a consumer if you are buying wholly or mainly outside your trade, business, craft or profession. You are a business customer if you are not. Buying with a company account, a company card or a VAT number tells us you are a business customer.

1. How to cancel

Cancel from the Services area of your account, or write to billing@lbreeze.com from the email address on the account, or post a notice to LBREEZE LIMITED, 83 Second Avenue, London E12 6EN. Tell us which service you are cancelling. You do not have to give a reason.

By default a cancellation takes effect at the end of the billing cycle you have already paid for, so the service runs until then. If you ask for immediate cancellation we will stop the service straight away, and the balance of the cycle is not refunded unless a right below applies.

Consumers may use the model cancellation form at the end of this policy, but any clear statement is enough.

2. Your statutory right to cancel, if you are a consumer

You have 14 days to cancel a contract made online or by phone, without giving a reason. The 14 days run from the day the contract is made, which for us is the day we confirm your order.

Services, including hosting, virtual machines and support plans. Provisioning a server takes minutes, so almost every customer wants it now rather than in a fortnight. At checkout we therefore ask you to expressly request that we begin immediately, and we tell you what that means. If you make that request and then cancel inside the 14 days, you still get your money back, less a proportionate amount for the service actually supplied up to the moment you told us. If you do not make that request, we wait until the 14 days have passed before provisioning, and you may cancel in full at any time until then.

Domain names. Registering a domain is done in one step and cannot be undone: the registry takes the fee and the domain is yours from that moment. At checkout we ask you to expressly request immediate registration and to acknowledge that once the domain is registered the service is fully performed and the cancellation right is gone. If you make that request, the registration fee is not refundable after registration completes. If you do not make it, we hold the order and you keep the full 14-day right, though the name may be taken by someone else while you wait.

TLS certificates. The same applies. Issuance is immediate and irreversible, so we ask for the same express request and acknowledgement, and the fee is not refundable once the certificate is issued.

Software licences and downloads. These are digital content supplied without a tangible medium. At checkout we ask you to consent to immediate supply and to acknowledge that this ends the cancellation right. If you give that consent, the licence fee is not refundable once the licence key or download is delivered. If you do not, we hold delivery until the 14 days pass.

If you cancel within the 14 days and a refund is due, we refund within 14 days of being told, to the payment method you used, without a fee.

Nothing in the rest of this policy limits these rights.

3. When we refund, whoever you are

We refund in full where:

• we could not provision a service you paid for within 72 hours of a successful payment;
• we billed you in error, took a duplicate payment, or charged a service you had already cancelled;
• we withdraw or materially reduce a service you are paying for and you cancel rather than accept the change, in which case we refund the unused part of the period pro rata;
• an event outside anyone's control stops us providing a service for more than 30 days and you cancel, again pro rata.

We also refund where a service is faulty in a way we cannot put right in a reasonable time. For consumers, that sits on top of your rights under the Consumer Rights Act 2015: a service must be performed with reasonable care and skill, and if it is not you are entitled to have it done again or to a price reduction.

4. When we do not refund

Unless a right in section 2 or section 3 applies:

• Part-used periods. Cancelling mid-cycle does not produce a refund of the remainder. You keep the service until the cycle ends.
• Domains. Not refundable once registered, renewed or transferred. The fee has gone to the registry and we cannot recover it.
• TLS certificates. Not refundable once issued, for the same reason. Where a certificate authority offers its own refund window we will pass it on, and we will tell you what it is before you buy.
• Software licences. Not refundable once the licence key or download has been delivered, except where the software is faulty and we cannot fix it.
• Services terminated for breach. No refund, and any committed-term fees remain payable.
• Overage, setup and one-off fees for work already carried out.

5. Service credits are not refunds

Where your plan includes a Service Level Agreement, missed availability targets are compensated with service credits, calculated and claimed as that document describes. Credits are applied against future invoices and are not paid out in cash. They are the exclusive remedy for missed availability, and claiming one does not stop you cancelling if you would rather leave.

6. Chargebacks

If something is wrong with a charge, tell us first at billing@lbreeze.com. Most disputes are a misunderstanding about a renewal date and are resolved the same day.

Raising a chargeback without contacting us costs us a non-refundable fee from the payment processor, and we may suspend the affected services while the dispute runs, add the fee to your account, and require a different payment method before reinstating service. We will always provide the evidence the processor asks for, and we will refund promptly where you were right.

7. How refunds are paid

Refunds go back to the original payment method. If that method has expired or been closed, we will agree an alternative with you, which may need proof that the account is yours. We aim to issue refunds within five working days of agreeing one, and within 14 days in every case where a statutory right applies. How long your bank then takes is outside our control, typically three to ten working days.

Where a refund is due on a service bought in a currency other than the one you were billed in, we refund the amount we charged, in the currency we charged it. We do not compensate for exchange-rate movement between payment and refund.

8. Money held after termination

When a service ends, we keep your data for the window stated in the Privacy Policy retention schedule before deleting it. Any account credit left over is refundable on request for [TO CONFIRM: the period you will honour, commonly 12 months] after the last service ends. After that it lapses. Ask at billing@lbreeze.com and we will pay it out rather than let it lapse quietly.

9. Complaints

If you think this policy has been applied wrongly, write to support@lbreeze.com and then, if you are still unhappy, to legal@lbreeze.com, where someone not involved in the original decision will review it. Section 19 of our Terms of Service explains the timescales and what happens next.

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Model cancellation form

You do not have to use this form, but it is here if you want it. Complete and return it only if you wish to cancel the contract.

To: LBREEZE LIMITED, 83 Second Avenue, London E12 6EN, United Kingdom. Email: billing@lbreeze.com

I/We hereby give notice that I/We cancel my/our contract of sale for the supply of the following service:

• Service or order number:
• Ordered on / received on:
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date: