Refund policy

The short version

• We charged you and you did not get the domain: full refund, automatically. You do not have to notice, and you do not have to ask.
• You got the domain: no refund. The registry fee is spent the moment the registration is accepted, and it cannot be reversed by us or by anyone else.
• We charged you twice for one order: the extra charge is refunded in full.

Why a registered domain is not refundable

When you buy a domain, we immediately pay the registry that operates the extension for the term you chose. That payment is final. The name is then yours for the term, recorded at the registry in your name. There is no mechanism by which a registrar can hand the term back and recover the fee. Any registrar that promises a refund on a completed registration is either paying it out of its own pocket as a goodwill gesture or is not telling you the whole truth.

This includes a name you registered by mistake: a typo, the wrong extension, or a name you changed your mind about the next morning. We are sorry, and we still cannot undo it. Check the spelling on the confirmation screen; it is shown one last time before you pay for exactly this reason.

When you are refunded in full

• Payment succeeded, registration did not. If the registry refuses the name, if someone else registered it between your payment and our submission, or if a required declaration turns out to be missing, the order is marked as owing you a refund, you are emailed, and a human is alerted to issue it. Nothing about this depends on you spotting the problem.
• Duplicate charge. If the same order is charged more than once, the extra charge is refunded in full.
• We could not deliver after repeated attempts. If we cannot complete a registration after our automatic retries, we stop, tell you, and refund rather than leaving the order open indefinitely.

Renewals

Auto-renew is off unless you turn it on, so a renewal is never a surprise charge on a setting you did not choose. We also send reminders 30 days and 7 days before expiry. If auto-renew is on and you no longer want the domain, turn auto-renew off before the renewal date. Once a renewal has been submitted to the registry, it is a completed registration and is not refundable, for the same reason as a first registration.

Restoration and redemption fees

If a domain expires and you ask us to restore it, the registry charges a restoration fee that we pass through at cost. That fee is spent on the same terms and is not refundable once the restoration is submitted.

How a refund reaches you

A refund goes back by the same route the payment came in. A card payment is refunded to the same card through Stripe, and normally appears on your statement within five to ten business days, depending on your bank.

We aim to issue refunds within two business days of the order being marked as owing one. If a refund seems late, write to account@havre.cloud with your order number and we will tell you exactly where it is.

Chargebacks

If something has gone wrong, please write to us first. A chargeback on a completed registration can cause the registry to suspend the name, which usually leaves you worse off than a conversation would have. We would rather fix the problem.

Your legal rights

This policy does not reduce any right you have under the Quebec Consumer Protection Act or other consumer protection law that applies where you live. Where the law gives you more than this policy does, the law wins.