Refund & cancellation policy

For a cancellation, withdrawal or refund request, email support@sonatehost.com from your order email address and include the order number. You can use the subject “Cancel my order” or “Withdrawal request”. We will acknowledge the request and explain the next steps.

Manual monthly services

A one-month product does not automatically renew. Tell us if you want to stop an active service and arrange export of your data before access ends. Do not place a renewal order if you do not want another service period.

Subscriptions

For a recurring subscription, use the cancellation controls in My account where available, or contact us before the next renewal. We will confirm the effective cancellation date and whether access continues until the end of the paid period. Cancellation does not by itself determine entitlement to a refund for past service.

Refund requests

Contact us about duplicate payments, incorrect charges, service not supplied or a service that does not match your order. We assess requests according to the circumstances, the service supplied and applicable law. Where a refund is due, it is normally returned through the original payment method; payment-provider processing times may apply. This policy does not impose a blanket “no refunds” rule. We communicate the outcome by email. Bank and payment-provider posting times can vary after a refund is issued. There is no physical return address for a VPS service because no goods are shipped.

How to submit a withdrawal

You may use our online withdrawal form, email us, or send any other unequivocal statement allowed by applicable law. The online form records the receipt time and sends a confirmation to your order email. You do not have to use a particular form or supply a reason.

Optional model notice: “To SonateHost: I hereby give notice that I withdraw from my contract for the following service: [service and order number]. Ordered on: [date]. Consumer name: [name]. Consumer address: [address]. Date: [date]. Signature, only if sent on paper.”

UK consumer cancellation period

If you are a UK consumer purchasing a service at a distance, you normally have 14 days after the day the contract is made to cancel without giving a reason. Send an unequivocal cancellation statement before the period ends to Igor Build LTD at the registered address below, email us, or use the online form. Where a refund is required following this cancellation, it will be made without undue delay and within 14 days after we are informed, using the original payment method unless otherwise expressly agreed without a fee.

If you expressly request that we begin the service during the cancellation period, you may be required to pay a proportionate amount for service properly supplied before cancellation, where the law permits. The right is lost on full performance only where the required express consent and acknowledgment have been given. We obtain an early-start request separately; acceptance of general terms does not waive your rights.

Statutory withdrawal rights

If consumer law gives you a right to withdraw from an online service contract, those rights apply. Any request to start a service during a statutory withdrawal period, and any effect on payment or withdrawal rights, must satisfy the requirements of that law. Simply accepting these terms does not waive mandatory rights.

Your data

Export your data before the service ends. Tell us promptly if you need to coordinate cancellation with data retrieval. Do not send passwords, private keys or payment-card details with a refund request.