Refunds & cancellation

This policy applies to purchases from Centranet. It does not reduce a mandatory consumer remedy, statutory cancellation right, refund required by law or a more favourable right in your accepted order. Your ISP’s internet-service refunds are handled under its own subscriber agreement.

Tell us whether your request concerns software, equipment, a message-credit purchase, a domain service or a subscriber payment so it reaches the right workflow.

Request cancellation through the available account controls or by contacting support with the workspace and subscription reference. Cancellation normally prevents a future renewal from the effective cancellation date recorded for your account; confirm the effective date and retain the acknowledgement.

A used subscription period is not automatically refunded simply because you stop using it. Unused prepaid service, early termination, a material service failure or a cancellation right is assessed under the accepted order and applicable law. Charges for services we did not supply, or an established duplicate or erroneous charge, are eligible for correction.

Review the trial expiry and the activation terms before committing to a paid service. A trial does not authorize an undisclosed charge. If you dispute a charge following a trial, provide its reference so we can check the authorization and billing history.

Consumed SMS or other provider usage, completed domain work and third-party charges already properly incurred may not be recoverable solely because an account is cancelled. Unused credits, failed delivery billing and unperformed optional services are assessed against the accepted offer, provider outcome and mandatory rights. There is no blanket exclusion for an incorrectly charged or undelivered service.

Contact us promptly if equipment is incorrect, damaged, missing or faulty. Include the order reference, model, condition, delivery date and supporting photographs where appropriate. Stop using equipment where continued use could cause harm. Preserve packaging and serial labels when reasonably possible.

Before dispatch, request cancellation promptly; we will confirm whether fulfilment can be stopped and identify any previously agreed, lawful non-recoverable costs. After delivery, change-of-mind returns depend on the order’s return offer and applicable law. Faulty or misdescribed goods are assessed separately from change-of-mind requests.

Obtain return instructions before shipping equipment, remove your personal data and credentials, and retain tracking evidence. Responsibility for return costs and the appropriate repair, replacement or refund depends on the reason for return, the accepted terms and applicable law.

Email the contact below with your name, workspace or order reference, transaction reference, amount, date, reason and preferred resolution. Do not include a full card number, PIN or password. We may seek proportionate evidence to prevent an unauthorized refund.

We will confirm the outcome or explain what further investigation is needed. A provider trace, equipment assessment or disputed ledger allocation can take additional time. We do not promise a fixed resolution period that overrides the applicable statutory deadline.

An approved refund is normally returned through the original payment route to the original payer, unless a lawful and verified alternative is necessary. The provider or bank controls when a submitted refund reaches the account. We will distinguish approval, submission and confirmed completion.

Any deductions must be lawful, disclosed and supported by the accepted terms and actual costs; we do not assume that all transaction fees are always non-refundable. A statutory complaint or chargeback right is not waived by contacting us first. If an issue remains unresolved, request escalation or use the competent regulator or dispute forum.