Refunds, Cancellations and Service Credits

Last Updated: 1 August 2026

Scope

This Policy explains how Hoslift handles cancellation, refunds and service credits for project work, recurring services and third-party commitments. The applicable Proposal, Statement of Work, Master Services Agreement, order or service terms may contain additional or project-specific provisions. If those documents conflict, the order of precedence stated in the signed agreement applies. Rights that cannot lawfully be limited remain unaffected.

Project Cancellation

A cancellation request must be submitted in writing by an authorised Client contact and must identify the affected project or service. Hoslift will confirm receipt, establish the proposed termination date and provide a closing account where appropriate.

Unless the applicable agreement provides otherwise, the Client remains responsible for Deliverables already accepted, work reasonably completed up to the termination date, work in progress that cannot reasonably be reversed, approved milestones and non-cancellable third-party commitments. Hoslift will return any undisputed prepaid amount allocated to work that will not be performed, after deducting amounts properly due.

Deposits and Milestones

A deposit reserves delivery capacity and supports commencement activities such as discovery, planning, research, setup and procurement. Its refundable portion, if any, is determined by the work performed, capacity reasonably reserved, disclosed third-party commitments and the applicable agreement. A deposit is not automatically forfeited without a lawful contractual basis.

Amounts allocated to a completed and accepted milestone are normally non-refundable. This does not remove any agreed correction, warranty or other remedy for a Deliverable that fails the applicable acceptance criteria.

Digital Deliverables

For custom digital work, the primary remedy for a reproducible failure to meet agreed acceptance criteria is correction within the agreed warranty/review process. Refunds do not apply merely because preferences changed after approval.

Recurring Services

Cancellation takes effect according to the billing/notice period in the service terms. Amounts already incurred, domain/registry fees and non-refundable provider charges remain payable. Renewal settings and data-export/transition duties follow the applicable agreement.

Service Credits

Credits apply only where an executed SLA expressly defines the measured service, target, calculation, claim window and credit cap. Credits are not cash refunds unless the SLA says so and are normally the sole financial remedy for the specified availability breach.

Refund Method and Timing

After approval and any necessary identity or payment verification, Hoslift will issue the refund through the original payment method where reasonably possible. If that method is unavailable, the parties will agree a secure alternative. Hoslift will provide the refund calculation, including any amount retained for completed work or permitted third-party cost.

Payment-provider, bank and international-transfer processing times remain outside Hoslift's control. Currency conversion differences and third-party fees are handled as stated in the invoice or applicable agreement.

Chargebacks

The Client should contact Hoslift first to resolve a billing issue. Fraudulent or abusive chargebacks may result in suspension and recovery of lawful costs. This does not restrict a valid payment dispute or statutory right.

Contact

Refund, cancellation and service-credit requests must identify the Client, authorised requester, invoice or project, relevant dates, amount or remedy requested and the reason for the request. Requests should be sent to legal@hoslift.com or through the verified billing channel used for the engagement.