Refund & Cancellation Policy

1. Policy overview

Alpaca One provides a digital, continuously delivered Managed Website Subscription. This policy explains the difference between cancelling future renewal and requesting a refund for a payment already made.

2. Cancellation

You may cancel your subscription at any time from the customer dashboard and billing portal. Cancellation stops future automatic renewal.

After cancellation, the hosted website normally remains active until the end of the current paid billing period. You will not be charged for a new period after cancellation has been processed. If you cannot use the cancellation control, contact us through the Contact page before the next renewal date.

Cancellation is not the same as a refund and does not automatically return a payment already made.

3. Refund eligibility

Monthly subscription payments are generally non-refundable once the paid service period has started because hosting, infrastructure, and ongoing service capacity are made available immediately. We will review a refund request in the following situations:

• you were charged more than once for the same website and billing period;
• you were charged after a cancellation that was successfully completed before renewal;
• the payment was unauthorised, subject to identity and payment-provider review;
• Alpaca One did not provide the material paid service and could not restore it within a reasonable period after notice;
• an incorrect amount was charged due to a technical error; or
• a refund is required by applicable consumer law.

A change of mind after preview approval and service activation, unused monthly content updates, failure to provide requested content, or a customer-controlled domain problem normally does not qualify for a refund.

4. First payment and preview approval

The initial subscription payment is requested only after you have reviewed and approved the hosted website preview. This approval step is intended to let you assess the service before paying.

If a mandatory consumer withdrawal right applies to you, it remains available to the extent required by law. If you ask for immediate digital service performance, applicable law may reduce or end a withdrawal right once performance begins.

5. How to request a refund

1. Open the Contact page.
2. Select “Cancellation or refund”.
3. Use the email associated with your customer account.
4. Include the website domain, charge date, amount, and reason for the request.

Please submit a request within 30 days of the charge you are disputing. This time limit does not restrict rights that cannot legally be limited.

6. Review and processing

We may request information needed to locate the payment, verify account ownership, prevent fraud, and understand the service issue. We aim to acknowledge a complete request within two business days.

If approved, a refund is issued through the original payment channel where possible. The payment provider and financial institution determine when the funds become visible. Taxes and currency conversion may be handled according to the provider’s rules and applicable law.

7. Chargebacks

Please contact Alpaca One first so we can investigate and resolve the issue. This does not prevent you from exercising lawful rights with your card issuer or payment provider. Providing accurate information helps avoid delays and duplicate dispute processes.

8. Service access after a refund

A full refund may result in immediate suspension or termination of the corresponding hosted website and subscription. A partial adjustment may change the paid service period. We will explain the effect when confirming the refund.

9. Contact

For cancellation or refund assistance, use the Contact page. Signed-in customers should also review their subscription status and billing history in the customer dashboard.