Cancellations, returns and refunds

How to request cancellation or a review

We receive and handle requests through the email address or contact form displayed on this page. Identify the service, proposal or reference if known, and whether you want to cancel, query a charge or request a refund review. Keep your message; do not send full card numbers, CVV codes or passwords.

We will communicate receipt, status and outcome in writing. Assistance will not be conditional on buying another service. If we need to identify the account or clarify information, we will request only what is necessary.

Monthly services and renewals

Cancelling a recurring service stops future renewals without a cancellation penalty and keeps the service available until the paid period ends. Cancellation does not require buying another period or accepting a price increase. If you prefer to end the service earlier, tell us so that we can coordinate your departure.

Every automatically renewing service must have a mechanism allowing immediate cancellation of future renewals, alongside the required notices and consents. A notice period cannot be imposed in a way that deprives the customer of the right to cancel the next renewal.

A paid period is not automatically refunded merely because the customer decides not to renew if the service was provided as agreed. This does not exclude refunds for improper charges, services not supplied or deficient services, withdrawal where applicable, or other refunds or compensation required by law.

Development, installation and advance payments

If you cancel a project before completion, we will review the proposal, work actually performed, deliverables and payments. Advances for pending work must be distinguished from earned charges and explained; an advance or initial payment is not automatically treated as entirely non-refundable.

Assessing completed work does not remove applicable rights to withdrawal, refunds, statutory rebates or compensation. If the issue is non-performance attributable to ZATEU, it will be handled as such rather than treated solely as a voluntary cancellation.

Incorrect charges and refunds

If you identify a duplicate payment, incorrect amount, unauthorised charge or service not provided, contact us with the reference and the information needed to locate it. We will review the records and explain the outcome and, where applicable, the amount and method of refund. This assistance channel does not limit your rights with your bank, payment provider or authorities.

Approved refunds will be processed through the original payment method where required and technically possible. Any alternative will be agreed with you, without imposing credit for future purchases as the only option. We will communicate processing status; when funds appear also depends on the payment method and applicable statutory timeframes. This policy establishes no cancellation fees.

Domain and website transfer

You may ask for the domain not to renew and request its transfer. If the registrar has already processed a renewal, we will review the transaction and applicable conditions. We do not promise recovery of an irreversible third-party charge, but this does not exclude refunds arising from a ZATEU error or non-performance.

Website-file delivery and domain transfer are coordinated manually, with ownership verification and communication of the required steps. Registrar locks and third-party licences will be explained specifically. Requesting departure does not require a new monthly payment; we will coordinate continuation or termination with you to avoid unnecessary interruption.