1. General policy
Strange Duck Hosting does not offer an additional voluntary money-back guarantee. Refunds are provided where required by law, where this policy expressly says so, or where we agree that a billing or service error justifies one.
This policy does not restrict statutory rights.
2. Consumer cancellation period
If you purchase mainly for personal purposes as a consumer, you will normally have 14 days from the day after the hosting contract is entered into to cancel without giving a reason.
To cancel, submit a cancellation request in the client area or send a clear statement to support@strangeduck.co.uk. You may use the model cancellation form below, but you do not have to.
3. Starting service immediately
Hosting is normally provisioned as soon as payment is confirmed. Before immediate provisioning, a consumer must expressly request that the service begin during the 14-day cancellation period.
If you cancel during that period after making the early-start request, we may charge or deduct an amount proportionate to the hosting supplied up to the time we receive your cancellation. We will not impose that proportionate charge where the law does not permit it or where the required information and express request were not obtained.
Because hosting is an ongoing service, merely provisioning the account does not automatically remove the entire 14-day cancellation right.
4. Refund timing
Where a refund is legally due, we will make it without undue delay and normally within 14 days after being informed of the valid cancellation. We will normally use the original payment method unless another method is expressly agreed. We will not charge a refund fee.
5. Cancellation after the statutory period
After any applicable statutory cancellation period:
- monthly plans may be cancelled for the end of the current paid month;
- annual plans may be cancelled for the end of the current paid annual term;
- unused time is not refunded on a pro-rata basis unless required by law or expressly agreed; and
- cancellation stops future renewal but does not reverse charges for a billing period already supplied.
6. Billing errors and duplicate payments
Contact accounts@strangeduck.co.uk promptly if you believe a charge is duplicated, incorrect or unauthorised. We will investigate and refund confirmed errors.
Starting a payment dispute or chargeback does not replace contacting us and may cause the affected service to be restricted while the payment status is investigated. This does not limit your legal right to use a card-provider dispute process.
7. Termination for breach
Refunds are not normally provided where a service is suspended or terminated because of a material breach, unlawful activity, fraud, spam, phishing, malware, attacks or other serious misuse. We will not withhold a refund where the law requires one.
8. Data on cancellation
Cancellation or termination can result in deletion of website files, databases and email. Download all required data before the termination date. Backups are not guaranteed to remain available after termination.
Model cancellation form
You may use this form, but it is not mandatory. Send it through the client area or to support@strangeduck.co.uk.
To: Strange Duck Ltd trading as Strange Duck Hosting
Address: Suite A, 82 James Carter Road, Mildenhall, United Kingdom, IP28 7DE
Email: support@strangeduck.co.ukI give notice that I cancel my contract for the following hosting service:
Service/domain: ______________________________
Order date: ______________________________
Customer name: ______________________________
Customer address: ______________________________
Customer email: ______________________________
Date: ______________________________
Signature (only if submitted on paper): ______________________________