Refund and Service Levels
Last updated: 14 September 2026
What we commit to on availability, and what happens if you want your money back.
Uptime commitment
We target 99.99% availability per calendar month for hosting services, measured at our network edge and excluding scheduled maintenance notified in advance, and excluding faults caused by your own code, plugins or content.
Service credits
| Monthly availability | Credit against the next invoice |
|---|---|
| 99.99% or above | None |
| 99.00% to 99.98% | 10% |
| 95.00% to 98.99% | 25% |
| Below 95.00% | 50% |
Credits are the sole remedy for missed availability. Claim within 30 days of the affected month by emailing support@10mb.com with the dates and times concerned.
Refunds
- 30-day money back on first purchase of a hosting plan. Tell us within 30 days of your first payment and we refund it in full.
- Monthly renewals are not refundable once the period has begun, but you can cancel so no further payment is taken.
- Domain registrations are not refundable once registered, because the registry fee is non-recoverable.
- Design, SEO and custom development work is quoted separately and refunded per that quote.
If you are a consumer in the UK or EU, you have a statutory right to cancel within 14 days of entering the contract. Where you asked us to start the service within that period, we may charge for what you used before cancelling. These statutory rights sit alongside the terms above and are not reduced by them.
Backups
We take daily backups of hosted services and retain them per your plan. Backups are a convenience, not a substitute for your own copies. Restore requests go to support@10mb.com.