This policy explains how to cancel a service provided by On The Edge, Inc., what happens to the time you have already paid for, and when a refund is given. It forms part of our Terms of Service.
1. How to cancel
Send us a message through the contact form, or reply to any invoice or email we have sent you, and tell us you would like to cancel. We will confirm in writing within one business day.
There is no cancellation fee and no notice period. Before your service ends we will, at no charge, provide a copy of your website files, database, and email — or transfer them directly to your new provider if that is easier.
2. Recurring services
| Plan | What happens when you cancel |
|---|---|
| Monthly hosting or email | Service continues until the end of the month you have already paid for, then stops. Partial months are not refunded, and you are not billed again. |
| Annual hosting | If you cancel within 30 days of the annual charge, we refund the full unused portion, calculated by whole months. After 30 days, service continues to the end of the paid year and is not renewed. |
Cancelling stops all future billing for that service. We never bill a renewal after a cancellation has been confirmed.
3. Migration and custom work
Website migrations, builds, and other one-time work are quoted and approved in writing before we begin.
- Before work begins — refundable in full, no questions asked.
- Once work has begun — we refund the portion that has not yet been performed. If a migration is only partly complete when you change your mind, you pay only for what was actually done.
- After delivery — completed and delivered work is not refundable. If something we built is not working as agreed, that is a defect and we will fix it at no charge.
Setting up a hosting account is always free, so there is nothing to refund if you decide not to proceed before any migration work starts.
4. Domain registrations and renewals
Domain fees are non-refundable once a registration or renewal has been submitted. The registrar charges us immediately and that charge cannot be reversed — this is an industry-wide rule, not our preference.
The domain remains yours for the full period you paid for, and you may transfer it to another provider at any time, subject to standard ICANN transfer rules.
5. New customer guarantee
If you move to us and are not satisfied within your first 30 days, tell us and we will refund in full everything you have paid for hosting and email — and help you move to another provider without difficulty. This guarantee does not cover domain registration fees (see section 4) or completed custom work (see section 3).
6. Billing errors
If you were billed in error, billed twice, billed after cancelling, or charged for something you did not approve, tell us and we will refund it in full. There is no time limit on this and no argument — our mistake is not your problem.
7. Service credits for outages
If your website suffers an extended outage caused by us, let us know and we will credit the affected time to your account. Credits are applied to your next invoice and are not paid out in cash. Outages caused by your own site software, by content you or your developers changed, or by circumstances outside our reasonable control are not eligible.
8. How refunds are issued
Refunds are returned to the original payment method through Stripe and normally appear within 5–10 business days, depending on your bank. If you paid by check or cash, we refund by check. All refunds are issued in United States dollars (USD).
Where a credit is more useful to you than a refund, we are glad to apply it to your account instead — your choice.
9. Before you dispute a charge
If a charge looks wrong, please contact us first. We can almost always resolve it the same day, and a refund from us reaches you faster than a bank dispute. Filing a dispute also freezes the payment while the bank investigates, which helps nobody. We would much rather simply fix it.
10. Contact
To cancel, request a refund, or ask a question about this policy, contact On The Edge, Inc. through the contact form on our website. A person will respond, normally within one business day.