This page is a translation. In case of discrepancy, the Italian version prevails. Read the Italian version
This page explains when you can get a refund from NO surPRICE and when you can’t. It’s written to be clear before you buy, not after.
Who this applies to
The protections described as “right of withdrawal” apply to consumers, meaning those who purchase for purposes unrelated to their professional activity, under the Codice del Consumo. Those who purchase with a VAT number in the course of their business do not have a right of withdrawal: the contractual terms and statutory guarantees remain valid.
Domains: no refund, under any circumstances
Registering, renewing or transferring a domain name is never refundable. It’s not a business choice: when we register a domain for you, that amount is paid immediately and definitively to the relevant Registry (for example Registro .it, EURid for .eu, Verisign for .com). That money leaves our accounts and doesn’t come back, even if you cancel the order a minute later.
In exchange, though, the domain is yours. You are the registrant, not us. Even if you cancel hosting, close your account or switch to another provider:
- the domain stays registered in your name until its natural expiry;
- you can transfer it to any other provider whenever you want;
- we provide the authorization code (AuthInfo / EPP) needed for the transfer, free of charge and without any fuss;
- you can change the nameservers and point it wherever you prefer, even while remaining a customer.
We don’t hold a paying customer’s domain hostage: what you bought is yours, and you take it with you. We simply can’t give you back money we’ve already paid to someone else.
Hosting and reseller plans
On hosting and reseller plans you have 14 days from the order date to change your mind and request a refund of the amount paid for the plan.
The service is activated right after payment, because that’s what you need. By requesting immediate activation you agree that the service will start before the 14-day period expires; if you then exercise your right of withdrawal, we keep the portion proportional to the days the service was actually active, and refund you the rest.
If a domain was included in the plan or purchased together with it, its cost remains excluded from the refund for the reason explained above.
Software licenses
Licenses are digital content delivered immediately. You can request a refund within 14 days, provided the key has not been activated. Once the license is activated, the content is considered used and a refund is no longer possible.
Renewals
Renewals are non-refundable. We notify you by email before every renewal, giving you time to cancel: you can turn off automatic renewal at any time from your customer area, without having to contact us and without penalties.
If a renewal is charged to you due to an error on our part, we refund it in full, domain included, because in that case the mistake is ours, not yours.
When we don’t refund
- Domains registered, renewed or transferred, as explained above.
- Services suspended or closed for breach of the terms of use (for example sending spam, unlawful content, activities that harm other customers on the server).
- Licenses already activated.
- Renewals that have already gone through and were communicated in advance.
- Requests submitted after the 14-day period.
How to request a refund
Open a ticket from your customer area, or write to us stating your order number and the reason for the request. No special form is needed, and we don’t ask you to justify yourself: we just need to understand what happened.
We reply within 5 business days. If a refund is due, we process it within 14 days of acceptance, to the same payment method you used for the purchase. The time it takes to show up then depends on your bank or card network, usually 3 to 10 business days.
If something isn’t working
This page is about refunds, not faults. If a service you paid for isn’t working as promised, the first thing to do is open a ticket: in the vast majority of cases it gets resolved, and quickly. A refund is the last resort, not the first response.