Refund & Cancellation Policy
Effective Date: October 29, 2026
Company: ISTIRIO LLC
Company Address: 75 E 3rd St, Sheridan, WY 82801, United States
Website: https://istanco.net/
Email: sladana@istanco.com
1. Overview
This Refund & Cancellation Policy explains when refunds are available for services purchased from ISTIRIO LLC, operating under the ISTanCo brand (“ISTanCo”, “we”, “us” or “our”), and how you can cancel your services. This policy forms part of our Terms of Service and applies together with our Domain Registration Agreement.
All services are billed in U.S. dollars (USD) and paid in advance. Payments are accepted through Stripe, ACH and wire transfer.
2. Summary
| Service | Refund eligibility |
|---|---|
| Web hosting (including managed WordPress hosting) | 30-day money-back guarantee for new plans. Renewals are non-refundable. |
| Email hosting | 30-day money-back guarantee for new plans. Renewals are non-refundable. |
| Domain registration, renewal and restoration | Non-refundable once processed. |
| Domain transfer | Non-refundable once completed. Refunded or credited if the transfer cannot be completed. |
| Change of registrant | Non-refundable once processed. |
| Domain backorder | Non-refundable if successful. No fee charged, or fee refunded, if unsuccessful. |
| SSL certificates | Non-refundable once issued. Refundable if cancelled before issuance. |
3. 30-Day Money-Back Guarantee
New web hosting plans, including managed WordPress hosting, and new email hosting plans are covered by a 30-day money-back guarantee.
To qualify for a refund under the guarantee:
- the refund request must be submitted within 30 days of the initial activation of the plan;
- the plan must be a first-time purchase of that plan by you; and
- the plan must not have been suspended or terminated because of a breach of our Terms of Service or Acceptable Use & Abuse Policy.
A refund under the guarantee covers the fee paid for the hosting or email hosting plan for the initial Billing Period. It does not cover domain names, SSL certificates or other services purchased together with the plan, which are subject to their own refund rules in this policy.
The money-back guarantee does not apply to renewals. When a refund is issued under the guarantee, the related plan is cancelled and its data is deleted as described in Section 10.4.
4. Non-Refundable Services and Charges
Except as stated in Section 5 or required by applicable law, the following are non-refundable:
- domain name registrations, renewals and restorations, once processed by the registry;
- domain name transfers, once completed;
- registrant change requests, once processed;
- successful domain backorders;
- SSL certificates, once issued by the certificate authority;
- renewals of hosting and email hosting plans; and
- fees for any service that has been suspended or terminated because of a breach of our Terms of Service, Domain Registration Agreement or Acceptable Use & Abuse Policy.
Domain name and SSL certificate fees are non-refundable because these services are fulfilled by registries and certificate authorities at the time of processing, and the corresponding fees cannot be recovered.
5. When We Issue Refunds Outside the Money-Back Guarantee
We issue a refund or, at your choice, an account credit in the following cases:
- a domain name cannot be registered after you have paid for it;
- a domain transfer cannot be completed;
- a domain backorder is not successful and a registration fee has been paid;
- an SSL certificate order is cancelled before the certificate is issued;
- you have been charged twice for the same service, or charged an incorrect amount because of an error on our side;
- we discontinue a service that you have paid for and do not offer a comparable alternative, in which case we refund the unused portion of the prepaid fee; or
- we terminate a service without cause on 30 days’ notice, in which case we refund the unused portion of the prepaid fee.
6. No Prorated Refunds
Outside the cases described in Sections 3 and 5, we do not provide prorated or partial refunds for unused time remaining in a Billing Period, including when you cancel a service before the end of the Billing Period.
When you upgrade a plan, the price difference for the remaining Billing Period is charged on a prorated basis. When you downgrade a plan, the change takes effect from the next renewal, and no refund is issued for the current Billing Period.
7. Automatic Renewal
Services renew automatically at the end of each Billing Period unless you disable automatic renewal or cancel the service, as described in our Terms of Service.
To avoid being charged for the next Billing Period, you must disable automatic renewal or submit a cancellation request before the renewal invoice is paid or charged. Renewal charges are non-refundable, except as stated in Section 5 or required by applicable law.
8. How to Request a Refund
To request a refund, open a support ticket in the Client Area or send an email to sladana@istanco.com. Please include:
- the email address associated with your account;
- the invoice number; and
- the service for which you are requesting a refund.
We review each request and inform you of the outcome by email.
9. Refund Method and Processing Time
Approved refunds are issued to the original payment method used for the payment and are processed within 5 to 10 business days of approval.
- Card and other Stripe payments: refunded in full to the original payment method. The time it takes for the refund to appear on your statement depends on your bank or card issuer.
- ACH and wire transfers: refunded to the account from which the payment was sent. The refund amount may be reduced by fees actually charged by banks or intermediary banks for the original payment or the refund transfer. We may ask you to confirm the account details before processing the refund.
Refunds are issued in U.S. dollars (USD). We are not responsible for differences caused by currency conversion or exchange rate changes applied by your bank or card issuer.
If you prefer, we can apply an approved refund as a credit to your account for use with future services.
10. Cancellation
10.1 How to Cancel
You can cancel a service at any time by submitting a cancellation request in the Client Area or by opening a support ticket. Cancellation requests must be submitted by the account holder or an authorized user of the account.
10.2 Cancellation Options
When you cancel a hosting, email hosting or SSL service, you can choose:
- End of Billing Period: the service remains active until the end of the current paid Billing Period and is not renewed. This is the default option; or
- Immediate: the service is deactivated as soon as the cancellation request is processed.
Cancellation does not entitle you to a refund, except where the 30-day money-back guarantee in Section 3 applies or a refund is available under Section 5.
10.3 Domain Names
To stop a domain name from renewing, disable automatic renewal in the Client Area or submit a cancellation request before the renewal is charged. The domain name will then expire at the end of its registration period, as described in the Domain Registration Agreement.
If you ask us to delete a domain name before its expiration date, the deletion may be irreversible, and the domain name may become available for registration by others. Fees paid for the domain name are not refunded.
Cancelling a hosting or email hosting service does not cancel domain names registered in your account. Each domain name must be cancelled separately.
10.4 Data After Cancellation
When a hosting or email hosting service ends, your website files, databases, email messages and other data stored on the service may be permanently deleted 14 days after the service ends. You are responsible for backing up all data before the service ends. We are not obliged to retain, return or restore data after that period.
11. Suspension and Termination by Us
We may suspend or terminate services in accordance with our Terms of Service, including:
- suspension 7 days after an unpaid invoice is due, and termination 30 days after the due date;
- suspension or termination because of a breach of our Terms of Service, Domain Registration Agreement or Acceptable Use & Abuse Policy, in which case no refund is issued; and
- termination without cause on 30 days’ notice, in which case we refund the unused portion of the prepaid fee.
12. Right of Withdrawal for Consumers in the EU, EEA and UK
If you are a consumer resident in the European Union, the European Economic Area or the United Kingdom, and applicable consumer protection law grants you a right of withdrawal, you may withdraw from a contract for our services within 14 days of the date the contract was concluded, without giving any reason.
12.1 How to Exercise the Right of Withdrawal
To withdraw, you must inform us of your decision by a clear statement sent by email to sladana@istanco.com or by post to ISTIRIO LLC, 75 E 3rd St, Sheridan, WY 82801, United States. You may use the model withdrawal form below, but you are not required to do so. To meet the withdrawal deadline, it is sufficient to send your statement before the 14-day period has expired.
12.2 Effects of Withdrawal
If you withdraw, we will refund all payments received from you for the affected service without undue delay and no later than 14 days from the day we receive your withdrawal statement. We will use the same payment method you used for the original payment, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.
12.3 Services Started During the Withdrawal Period
If you request that a service begins during the withdrawal period, you must pay an amount proportionate to the service provided until you inform us of your withdrawal. For new web hosting and email hosting plans, we waive this amount and refund the full fee paid, in line with our 30-day money-back guarantee.
The right of withdrawal ends once a service has been fully performed, if performance began with your express prior consent and your acknowledgment that you would lose your right of withdrawal once the service has been fully performed. This applies in particular to:
- domain name registrations, renewals, transfers and restorations, which are fully performed when processed by the registry;
- registrant change requests, once processed;
- successful domain backorders; and
- SSL certificates, once issued.
Nothing in this Section limits any other rights you have under mandatory consumer protection law.
12.4 Model Withdrawal Form
To ISTIRIO LLC, 75 E 3rd St, Sheridan, WY 82801, United States, email: sladana@istanco.com:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service (*): ____________
Ordered on (*): ____________
Name of consumer(s): ____________
Address of consumer(s): ____________
Signature of consumer(s) (only if this form is submitted on paper): ____________
Date: ____________
(*) Delete as appropriate.
13. Billing Errors, Payment Disputes and Chargebacks
If you believe that you have been charged incorrectly, please contact us at sladana@istanco.com as soon as possible. We will review the charge and refund any duplicate or incorrect amount resulting from an error on our side.
We encourage you to contact us before initiating a chargeback or payment dispute with your bank or card issuer. If a chargeback or payment dispute is initiated, we may suspend the related services and your account until the dispute is resolved, as described in our Terms of Service. Nothing in this Section limits your rights under applicable law or the rules of your card issuer.
14. Changes to This Policy
We may update this policy from time to time. The updated version will be published on the Website with a new effective date. Changes do not affect refund requests for payments made before the effective date of the updated policy.
15. Contact Us
If you have any questions about this policy, please contact us:
- ISTIRIO LLC
- 75 E 3rd St, Sheridan, WY 82801, United States
- Email: sladana@istanco.com
- Website: https://istanco.net/
