SLA & Refund Policy 

Uptime guarantee

Hosting and SaaS services are covered by a 99.9% availability target, measured monthly.

What counts as downtime

Downtime means the service is unavailable to all users because of a server-side issue.

Exclusions

• Force majeure events
• Scheduled maintenance
• Failures on the client’s side, including client configuration, software or content

Compensation

SLA compensation is provided as service credits only — never as cash refunds.

Development & design

Development and design work is delivered per project; the SLA does not apply.

Refund Policy

• Hosting & SaaS: refunds are issued as account credit, not cash.
• Custom work: non-refundable once started, since time and expertise are consumed.
• SLA compensation: service credits only.
• Exclusions: no refunds for terminations caused by non-payment, breaches of the Terms or AUP, or illegal or abusive activity.

§Definitions

• Refund: a return of funds or credit to the client.
• Downtime: a period of service-side unavailability.
• Service credits: non-cash account credits applied to future invoices.
• Illegal activity: actions prohibited under UK law or the law of the client’s jurisdiction.