Legal · Cancellation
Cancellation and refunds
How to cancel, what you get back and when. Consumers have a legal right to cancel within 14 days; everyone can cancel a monthly service at any time.
Last updated
At a glance
| What you bought | Consumers, within 14 days | Afterwards, and business customers |
|---|---|---|
| Monthly service (managed server, Managed AWS, Private AI server) | Full refund if we have not started. If you asked us to start, you pay for the days used and we refund the rest of the month. | Cancel at any time. The service runs to the end of the month you have paid for. No part-month refunds. |
| One-off service (migration plan, assessment, review) | Full refund if we have not started. If you asked us to start, you pay for the work done so far. Once the work is complete, the right to cancel ends. | Full refund before work starts. Once it has started, the price less the value of the work already done. |
| Prepaid balance top up (hourly GPU) | Refund of the balance you have not used. GPU time already used is charged at the rates shown. | Unused balance is refunded on request when you close your account. |
| An order we decline | Full refund. | Full refund. |
Prices include everything: we are not VAT registered, so no VAT is added and none is refunded separately.
Consumers: your 14 day right to cancel
If you buy as an individual, for purposes outside your trade, business, craft or profession, you have the right to cancel within 14 days without giving any reason. This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
The cancellation period ends 14 days after the day the contract starts. For an order, that is the day we email you to say we have accepted it; for a balance top up, the day your payment succeeds.
Starting within the 14 days
We only start a service inside the cancellation period if you ask us to. When you order as a consumer, a separate box (never ticked for you) asks you to request this. The wording depends on what you buy, and we record it with your order and repeat it in your confirmation email:
- Monthly services: if you cancel within the 14 days after we have started, you pay for the service provided up to the time you tell us, in proportion to the monthly price, and we refund the rest.
- One-off services: if you cancel after we have started, you pay for the work done up to the time you tell us. Once we have completed the work in full, you can no longer cancel, because you asked us to start and acknowledged this.
- Balance top ups: you can use the balance straight away. If you cancel within the 14 days, we refund the balance you have not used.
How to cancel
To use the 14 day right, tell us clearly that you have decided to cancel, before the 14 days end. Email support@wharfcloud.co.uk, open a ticket from your panel, or write to our registered office at Office 53, The Wenta Business Center, 1 Electric Avenue, Enfield, EN3 7XU, England. You can use the model form below, but you do not have to. It is enough to send your message before the period ends.
To cancel a monthly service at any other time, use your panel or open a ticket. The service runs to the end of the month you have paid for and is not renewed.
How refunds work
- We refund consumers without undue delay, and no later than 14 days after the day you tell us you are cancelling.
- Refunds go back to the card you paid with. We do not charge a fee for refunding.
- Card refunds usually reach your account within 5 to 10 working days after we send them.
- Unused prepaid balance is refunded on request when you close your account, unless it is subject to a fraud or abuse investigation.
If a service is not right
This page is about changing your mind. Separately, if we do not provide a service with reasonable care and skill or as described, tell us and we will put it right. If you are a consumer and we cannot fix it within a reasonable time or without significant inconvenience to you, you can ask for a price reduction, which may be a full refund. These rights come from the Consumer Rights Act 2015 and are not affected by the 14 day period.
Model cancellation form
Complete and return this form only if you wish to cancel the contract. Copy it into an email or a ticket, or print and post it.