1.1 This policy explains how to cancel a service from Lucid Cloud Platform (“LCP”, “we”, “us”, “our”), a trading name of Lucid Solutions Group Ltd, and when you are entitled to a refund. It forms part of our Terms and Conditions.

1.2 Nothing in this policy affects the statutory rights you have as a consumer that cannot be excluded or limited by law.

2.1 If you are a consumer in the United Kingdom, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days from the day your contract starts to cancel a service bought online and receive a refund.

2.2 Services that begin immediately. Hosting, email and similar services usually start straight away so you can use them. If you ask us to start the service during the 14 day cancellation period, then:

• (a) if you cancel before the service has started, you receive a full refund; and
• (b) if you cancel after the service has started, you may be charged a reasonable amount for what you have used up to the point you tell us you want to cancel, and we refund the balance.

2.3 Digital content and certain goods. Some items are excluded from the statutory right to cancel once supply has begun with your consent, including domain name registrations and issued SSL certificates. These are dealt with in clause 4.

2.4 To exercise your statutory right to cancel, tell us clearly within the 14 day period by raising a support ticket in the control panel or through the contact page. You can use the model cancellation form in clause 9, but you do not have to.

3.1 In addition to your statutory rights, we offer a 30 day money-back guarantee on new shared hosting and WordPress hosting plans. If you are not satisfied, cancel within 30 days of your initial order and we will refund the plan fee.

3.2 The money-back guarantee applies to the hosting plan fee only. It does not cover the non-refundable items listed in clause 4 (for example domains and SSL), and it applies to your first order of a plan, not to renewals or repeat sign-ups of the same plan.

3.3 The money-back guarantee does not apply where the account has breached our Acceptable Use Policy.

4.1 Because we pay an upfront cost, or make a purchase or registration on your behalf, as soon as you order the following, they are not covered by our money-back guarantee and are non-refundable once the service has started or the item has been supplied. This does not affect your statutory rights as a consumer, set out in clause 2.

• VPS (Lucid Velocity) plans, once the server has been provisioned.
• Managed Cloud (Lucid Atlas) servers, once the server has been provisioned.
• Premium email mailboxes, once activated.
• Hyperdrive, once activated.
• Domain name registrations, renewals and transfers, once the domain is registered, renewed or transferred. The fee is paid to, and the registration made with, the domain registry.
• SSL certificates, once issued by the certificate authority.
• Set-up, migration and professional services fees, once the work has been carried out.

5.1 Services renew automatically as set out in the Terms and Conditions. We send a renewal reminder before each renewal.

5.2 To avoid being charged for a renewal, cancel the service or turn off automatic renewal before the renewal date, through the control panel or by raising a support ticket.

5.3 Renewal fees are not covered by the money-back guarantee. If a renewal charges after you intended to cancel, contact us and we will consider a refund on a case by case basis, in line with your statutory rights.

6.1 You can cancel any service at any time through the control panel or by raising a support ticket. Where no refund is due, cancellation takes effect at the end of your current billing period, and the service remains available until then.

6.2 After cancellation or expiry, and following the grace period in clause 7, we may delete the content associated with the service. Please export anything you need before you cancel.

6.3 You are never locked in. When you cancel, you are free to move your websites, data, emails and domains to another provider. We will not prevent you from transferring your domains away or exporting your data, and our support team will help where we reasonably can.

7.1 After a service is cancelled or expires, we keep the associated content for a grace period of 30 days in case you wish to reactivate, unless you ask us to delete it sooner. After the grace period, the content may be permanently deleted and cannot be recovered.

7.2 You are responsible for taking your own backups before cancelling. See the backups clause in the Terms and Conditions.

8.1 Approved refunds are made to the original payment method within 14 days of us agreeing the refund. We do not charge a fee for processing a refund.

8.2 Where a business account paid by Direct Debit or bank transfer, refunds are made by bank transfer to a nominated account.

You can cancel through your control panel or by contacting our support team. If you prefer to send a written notice, you may use the form below.

I hereby give notice that I cancel my contract for the following service:

• Service and plan:
• Ordered on / received on:
• Name:
• Account or order reference:
• Address:
• Date:

To cancel a service or ask about a refund, please contact us or raise a support ticket in the control panel.