Refund Policy
Horizon Hosting Limited (trading as "Horizon Hosting") Company Number: 13693820 Registered in England and Wales
Last Updated: 12 November 2026
This Refund Policy ("Policy") forms part of, and is incorporated by reference into, our Terms and Conditions (the "Terms"), and describes the terms on which Horizon Hosting Limited, a company registered in England and Wales under company number 13693820, trading as "Horizon Hosting" ("we", "us", "our", "Horizon Hosting"), provides reimbursements on products and services distributed by us via the Websites, whether ordered by a business ("B2B") or an individual consumer ("B2C"), and regardless of which of our facilities the relevant service is provided from. Capitalised terms not defined in this Policy have the meaning given to them in the Glossary.
This policy applies in addition to, and does not restrict, any statutory rights you may have under the laws of England and Wales, including the rights described in Clause 2 below for consumers.
We may modify this Refund Policy at any time without prior notice, and it is your responsibility to periodically review this Refund Policy to stay informed of updates. Your continued use of the Services after a revised Refund Policy is posted constitutes your acceptance of the changes.
1. Standard Refund Terms
Products and services distributed by us may only be refunded if the customer requested a refund using the support ticket system within seventy-two (72) hours from the date of transaction.
If a refund to your original payment method is not possible, we will provide a refund to your billing system balance as an alternative.
"Date of transaction", for the purpose of this Refund Policy, refers to the date and time when the service or invoice was considered paid by the billing system.
"Support ticket system", for the purpose of this Refund Policy, refers to the online support ticket system available on our billing platform (https://billing.hrznhosting.com), regardless of which of the Websites you originally purchased through.
We reserve the right to accept or deny refund requests made under this Clause 1 for any reason.
1.1 Products Available for Refund Under Standard Refund Terms
- Managed Panel Services
- Managed Web Services
- Managed VPS Services
- Product Addons
"Managed Services", for the purpose of this Refund Policy, refers to products and services distributed by us which can be remotely controlled, edited, logged, or otherwise managed by our provided control panel.
1.2 Products Not Available for Refunds
- Dedicated Servers
- Colocation Services
- Custom Offers
- Quotes
We reserve the right to accept refund requests for services that would otherwise not be available for refunds due to the category they are placed within.
2. Your Statutory Rights
If you are a consumer, nothing in this Refund Policy affects your statutory rights, including any rights you may have under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015. Where this Refund Policy conflicts with those statutory rights, your statutory rights will always take priority.
3. How to Request a Refund
To request a refund, you must contact us using the support ticket system on our billing platform at https://billing.hrznhosting.com. We may also accept a clear refund or cancellation request sent to [email protected] or by telephone on +44 20 3137 9373, provided it is made within the applicable time limit.
4. Compensation
Under certain circumstances we may issue credit to your billing system, provide discount codes, or reward special offers, such as free months or lowered prices, on current services as a form of compensation. Compensation is issued at the decision of the management team and may only apply to select users. Compensation issued under this Clause 4 is separate from, and does not affect, any refund or statutory right you may have under Clause 1 or Clause 2.
5. Governing Law
This Refund Policy, and any dispute or claim arising out of or in connection with it (including non-contractual disputes or claims), is governed by and construed in accordance with the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, consistent with Clause 16 of our Terms and Conditions.
6. Contact Us
If you have any questions about this Refund Policy, please contact us at:
Horizon Hosting Limited (trading as Horizon Hosting) 11 Ann Wicks Road, Frampton On Severn, Gloucester, GL2 7HH, United Kingdom Company Number: 13693820 Email: [email protected] Phone: +44 20 3137 9373