Legal
Effective date: to be set at launch — this policy is not yet in effect. The version shown here is under legal review and subject to change before go-live.
The 30-day guarantee on a new site's first payment, how cancellation works, and how billing disputes are handled.
The short version: the first payment on each newly created site carries a 30-day money-back guarantee — no reason required. Canceling stops future renewals but doesn't by itself refund money already paid, and there's no automatic prorated credit for unused time. The 99% uptime figure is a target, not an SLA, so it doesn't generate automatic credits. If a charge looks wrong, contact us first — we investigate every case, though we may respond to or contest a fraudulent or abusive dispute.
This Refund Policy explains when Lemonade Host payments may be refunded, what cancellation does, and how billing disputes are handled. It is incorporated into the Lemonade Host Terms of Service.
If this Policy conflicts with a non-waivable refund or cancellation right under applicable law, that law controls to the extent of the conflict.
The first successful base-hosting payment for each newly created Site is covered by a thirty (30) day money-back guarantee.
To qualify:
A qualifying customer does not need to provide a reason for the request.
For an annual first payment, the eligible refund is the first annual base-hosting payment. For a quarterly first payment, it is the first quarterly base-hosting payment. For a monthly first payment, it is the first monthly base-hosting payment.
Unless required by law or expressly stated at checkout, the thirty-day guarantee does not automatically cover:
If an add-on is expressly sold with its own refund terms, those terms control for that add-on.
Email [email protected] from the email address associated with the account. Use the subject line "REFUND REQUEST" and identify:
We may require reasonable verification to protect the account and payment method. Do not email a full card number, card security code, password, private key, or raw access token.
A refund request is considered received when it reaches our designated support system, not when it is sent from a device. If the request is close to the deadline, retain a copy and delivery record.
Canceling a Site stops its future automatic renewal. Cancellation does not, by itself, refund an amount already paid.
Unless you choose immediate deletion, a canceled Site may remain available through the end of the paid term. At the end of that term, the Site may be disabled and scheduled for deletion.
There is no automatic prorated refund or unused-time account credit when you cancel during a monthly, quarterly, or annual term.
If the first payment for the Site is still within the thirty-day guarantee, you must separately request the refund. Canceling renewal alone is not a refund request.
You may request immediate deletion when canceling. Immediate deletion can remove the public Site and make files, configurations, deployment history, and backups unavailable.
Download or retain your own copy before requesting deletion. A refund does not guarantee restoration or preservation of deleted content.
Renewal payments are generally nonrefundable. We do not promise a reminder before every monthly or quarterly renewal.
We will provide renewal, promotion-expiration, and fee-change notices when required by applicable law. If we fail to provide a legally required notice and that failure creates a refund or other remedy under applicable law, we will provide the remedy required by that law.
You are responsible for canceling before renewal if you do not want the next term.
A recurring price increase for an existing Site or add-on will not be imposed during a prepaid term. It may apply at a future renewal after notice required by law.
If you do not accept a changed renewal price, cancel before renewal. A payment charged at a properly disclosed renewal price is not automatically refundable merely because the prior term had a lower price.
A written promotion or price-protection offer may create a different result only for the period and conditions expressly stated in that offer. No permanent grandfathering applies unless expressly promised in writing.
The 99% uptime figure is a nonbinding operational objective, not a service-level agreement or guarantee.
An outage, degraded performance, maintenance event, failed deployment, third-party interruption, DNS issue, certificate problem, or failure to meet the 99% objective does not automatically create a refund, service extension, prorated payment, or account credit.
Lemonade Host does not provide automatic SLA credits for the base Service. We may provide a discretionary courtesy refund or other adjustment, but we are not obligated to do so, and one courtesy action does not create a future entitlement.
Suspension or termination for violating the Terms of Service, Acceptable Use Policy, law, security rules, payment obligations, or third-party rights does not automatically create a refund.
To the extent permitted by law, we may deny the voluntary thirty-day guarantee where the account or Site was used for fraud, phishing, malware, unlawful activity, attacks, evasion, repeated refund abuse, chargeback abuse, or another material violation.
This section does not eliminate a refund right that applicable law makes non-waivable.
If we charge the wrong amount, charge twice for the same item, continue billing after a properly completed cancellation, or make another verified billing error, contact support promptly. We will investigate and correct confirmed errors.
Correction may take the form of a refund, reversal, invoice adjustment, or another method appropriate to the error. Correcting an error is separate from the voluntary thirty-day guarantee.
Approved refunds are ordinarily sent to the original payment method through Stripe. We generally will not refund to a different person, card, bank account, wallet, or payment method.
We may mark a refund as processed before it appears on your statement. Bank, card-network, currency, and processor timing is outside our control. We do not guarantee when a financial institution will make funds available.
We are not responsible for currency-conversion differences, foreign transaction fees, bank charges, interest, overdraft fees, or other amounts imposed by a third party.
Contact support before filing a chargeback or payment dispute so we can investigate and, where appropriate, issue a refund.
We reserve the right to respond to, contest, or provide evidence regarding a fraudulent, abusive, duplicate, inaccurate, or otherwise improper dispute. We may suspend affected Sites or the account while a chargeback is pending and may require payment of a reversed balance, processor fee, or other amount to the extent permitted by law before restoring Service.
A chargeback does not create a right to retain Service or Customer Content without payment. We may preserve records needed to respond to the dispute.
We may issue a refund outside this Policy in our sole discretion. A discretionary refund:
If Lemonade Host permanently discontinues a prepaid Site for convenience, and not because of a customer breach, our exclusive payment remedy may be a prorated refund of the unused base-hosting fee, less discounts, taxes, chargebacks, and amounts owed.
This section does not apply to temporary outages, maintenance, feature changes, migrations, fair-use enforcement, security measures, suspension, or termination for cause.
Refund and billing questions:
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