Payments, Balance & Refunds
How payment confirmation, account balance, and requests for payment review work.
Last updated: 13 October 2026
Review before paying
Check the domain spelling, registration period, contact details, amount, and payment currency before authorizing payment. Payment processing happens through the methods available at checkout. Do not retry a pending payment repeatedly; check its status or ask support first.
Confirmation and receipts
An order or balance topup is confirmed only after DIGIHOST verifies the payment result. A redirect to a success page alone is not payment confirmation. Successful transactions appear in your account and can generate confirmation email with a PDF receipt. Keep the order or payment reference for support.
Account balance
Balance is prepaid value used for eligible DIGIHOST transactions. A topup is distinct from a domain registration purchase. A pending, failed, or disputed topup may not become available to spend. Funds connected to a refund or dispute may be held or adjusted as the payment is reconciled.
Registration and cancellation
A submitted registry registration or renewal may not be reversible. Contact support promptly if you notice a wrong name, duplicated charge, or order problem. An unpaid order may expire; that does not by itself establish whether a separate payment has completed.
Refund eligibility
Unfulfilled domain orders canceled before submission to the registrar, failed registrations and verified duplicate charges qualify for a full refund of the affected amount. Completed registrations, renewals, transfers and restoration services are generally non-refundable, except where required by law or to remedy a service error. Unused paid Credit may be refunded on request within 14 calendar days of its topup, up to the available, unspent amount from that payment; promotional Credit has no cash refund value. Refunds use the original payment method and currency; orders paid with Credit return to the Credit balance. Mandatory consumer rights are unaffected.
Unfulfilled orders and mistakes
Request cancellation as soon as possible. If the domain order has not been submitted to the registrar, we will cancel it and refund the affected amount in full. If registration fails or we cannot fulfill the order, you may receive a full refund rather than being required to accept a replacement domain or account balance. After submission we check the actual registrar outcome before refunding. A completed registration normally cannot be undone for a spelling mistake or change of mind. Contact us if DIGIHOST supplied the wrong service or made an error; we will investigate and provide the appropriate remedy.
Unused balance topups
You may request a refund of unused paid balance within 14 calendar days of the original topup. The maximum refund is the unspent portion attributable to that payment and still available in your balance. Used balance cannot also be refunded as an unused topup; a problem with the domain purchased using it is reviewed as an order issue. Promotional or complimentary balance is not redeemable for cash. Balance is not transferable between people and is not a cash-withdrawal service. The 14-day voluntary policy does not limit a mandatory refund right.
How refunds are returned
Refunds go to the original payment method in the original charged currency. Orders paid using account balance are refunded to the account balance; an eligible cash refund of the underlying topup is considered separately to avoid paying twice. We do not charge a separate refund processing fee. We do not promise reimbursement of independent bank fees or exchange-rate changes, except where required by applicable law. We never request a new recipient bank account through social media to issue a refund.
Review and processing times
Email support@digihostlab.com or open a support ticket with the order/payment reference, date, amount and reason. We aim to acknowledge requests within 2 business days and reach a decision within 5 business days after receiving the necessary information. If provider investigation takes longer, we will explain the delay. Approved refunds are normally submitted within 5 business days; your bank or payment provider may take a further 5–10 business days or longer to post them. We will provide a reference where available.
Duplicate, disputed or unauthorized payments
Report suspected duplicate or unauthorized charges promptly. Verified duplicate charges are refunded. A pending authorization may be released rather than refunded. An active payment dispute can require the provider to resolve the case before a separate refund can be sent; we will not issue two refunds for the same amount. Contacting support does not remove your right to contact your bank or use a lawful dispute process. Never send a full card number, security code, bank login or one-time code.
Your statutory rights
Nothing in this policy excludes remedies required by applicable consumer law, including for services not supplied or incorrectly supplied. Where a mandatory cancellation, withdrawal or refund right applies, it prevails over our voluntary time limits and non-refundable categories.