Refund, Cancellation and Billing Policy

This policy explains how Alta Ignite bills, renews and cancels subscriptions, when refunds and statutory withdrawal rights apply, and how domain, tax and currency charges are handled.

Version in force · Last updated 6 February 2026

1. Scope of this policy

1.1 This Refund, Cancellation and Billing Policy applies to all subscriptions to Alta Ignite B.V.'s ("Alta Ignite") unlimited website design and development service, managed hosting, business email and associated add-ons, and to domain name registration, renewal and transfer services purchased through Alta Ignite as an ICANN-accredited registrar reseller.
1.2 This policy forms part of, and should be read together with, the Terms of Service and the Domain Registration Agreement.

2. Billing cycle and automatic renewal

2.1 Subscriptions are billed monthly in advance from $199/mo depending on plan, unless the customer has selected an annual billing option.
2.2 All subscriptions renew automatically at the end of each billing period for a further period of the same length, at the then-current price, unless cancelled in accordance with clause 3 before the renewal date.
2.3 The payment method on file is charged automatically on each renewal date. It is the customer's responsibility to keep payment details current.

3. Cancellation

3.1 The customer may cancel the subscription at any time via the account dashboard or by written request to billing@altaignite.com.
3.2 To avoid being charged for a further billing period, cancellation must be received before 00:00 Central European Time on the renewal date.
3.3 Cancellation takes effect at the end of the current, already-paid billing period. The customer retains access to the service, including hosting and business email, until that date.
3.4 On expiry of the final billing period, hosted website files and mailbox content are retained for 30 days before permanent deletion, after which recovery is not possible.

4. No partial-month refunds

4.1 Fees already paid for the current billing period are not refunded, in whole or in part, if the customer cancels, downgrades, or stops using the service before the end of that period.
4.2 This is because Alta Ignite allocates unlimited design and development capacity, hosting infrastructure and support resources to each subscriber for the full billing period from the moment of payment, irrespective of the volume of requests actually submitted, and because the underlying costs of hosting, email and support capacity are incurred by Alta Ignite for the whole period regardless of usage.
4.3 Clause 4.1 does not affect the statutory withdrawal right described in clause 5 or any non-waivable consumer right under the law of the customer's place of residence.

5. Right of withdrawal for EU/UK consumers

5.1 Consumers located in the European Union are entitled to withdraw from a distance contract within 14 calendar days of the conclusion of the contract without giving any reason, pursuant to Directive 2011/83/EU on consumer rights, as implemented in Dutch law under Book 6 of the Dutch Civil Code (Articles 6:230o et seq.). UK consumers have an equivalent right under the Consumer Contracts Regulations 2013.
5.2 Because Alta Ignite's service begins the moment the account is provisioned, and websites, hosting and business email are made available to the customer immediately on payment, the customer is asked to give express, informed consent at checkout for performance to begin before the 14-day period expires, together with an acknowledgement that this consent constitutes a waiver of the right of withdrawal once performance is complete.
5.3 If the customer withdraws before the service has been fully performed, Alta Ignite will refund amounts paid less an amount proportionate to the service already supplied up to the moment of withdrawal, calculated by reference to the number of days elapsed in the billing period and any design or development work already delivered, in accordance with Article 6:230r of the Dutch Civil Code.
5.4 The withdrawal right in this clause 5 does not apply to domain name registrations, renewals or transfers, which are excluded as they involve a service performed by a third-party registry that cannot be reversed, and to custom or bespoke work explicitly requested by the customer, consistent with the exemptions available under Article 16 of Directive 2011/83/EU.

6. Domain name fees are non-refundable

6.1 Fees for domain name registration, renewal, restoration and transfer are non-refundable once the order has been submitted to the relevant registry, including the free domain included in a subscription plan.
6.2 This is because Alta Ignite, as an ICANN-accredited registrar reseller, must remit registry fees to the applicable registry operator at the moment of registration or renewal, and those fees are non-recoverable from the registry regardless of subsequent cancellation.
6.3 Where a registration is rejected by the registry, or a manifest technical error by Alta Ignite results in a failed registration, the corresponding fee will be refunded or credited in full.

7. Clawback of free inclusions

7.1 The free domain, free managed hosting and free business email included with a subscription are provided on the basis of a minimum 12-month active subscription from the date the domain, hosting or mailbox is provisioned.
7.2 If the customer cancels the subscription, or the subscription is terminated for breach, within 12 months of provisioning, Alta Ignite may charge the customer the standard retail cost of the domain registration (at cost price, being the amount paid to the registry) and a pro-rated fair value of hosting and email consumed, deducted from any refund otherwise due or invoiced separately.
7.3 Clause 7.2 does not apply where the customer exercises a valid statutory withdrawal right under clause 5.

8. Chargebacks

8.1 Customers must contact billing@altaignite.com before initiating a chargeback or payment dispute with their bank or card issuer, so that Alta Ignite can investigate and resolve the matter directly.
8.2 An unwarranted chargeback initiated without first contacting Alta Ignite may result in immediate suspension of the account, including domain DNS and email services, pending resolution.
8.3 Alta Ignite reserves the right to dispute chargebacks with supporting evidence of service delivery and to recover any resulting bank fees from the customer where the chargeback is found to be unwarranted.

9. Failed payments and dunning

9.1 If a scheduled payment fails, Alta Ignite will retry the charge and notify the billing contact by email.
9.2 Retry schedule: day 0 (initial failure), day 3, day 7 and day 14 after the failed charge, with an email reminder accompanying each attempt.
9.3 If payment has not been received by day 14, hosting, business email and DNS may be suspended; domain registrations continue to resolve until their individual expiry date but will not be renewed automatically without valid payment.
9.4 Accounts unpaid for 30 days from the original failure may be terminated, subject to the data retention period in clause 3.4.

10. Price changes

10.1 Alta Ignite may change subscription prices for future billing periods by giving at least 30 days' written notice by email to the billing contact.
10.2 If the customer does not agree to a price increase, the customer may cancel the subscription under clause 3 before the new price takes effect without penalty.
10.3 Domain registry and ICANN fees may change independently of Alta Ignite's subscription pricing where mandated by the relevant registry operator or ICANN, and such changes will be passed through with reasonable notice where the registry provides it.

11. Taxes, VAT and reverse charge

11.1 All fees are exclusive of value added tax and other applicable taxes unless stated otherwise.
11.2 For business customers located in the European Union outside the Netherlands who provide a valid VAT identification number, the reverse charge mechanism applies and Alta Ignite will not charge Dutch VAT on the invoice, consistent with the EU VAT Directive.
11.3 For consumers and businesses without a valid VAT number, VAT is charged at the rate applicable in the customer's country of residence in accordance with EU place-of-supply rules for digital services, or Dutch VAT where no such rule applies.
11.4 Customers outside the EU are responsible for any import duties, withholding taxes or local taxes applicable in their jurisdiction.

12. Invoices

12.1 A VAT invoice is issued electronically to the billing contact for each successful charge, including subscription fees and domain fees, and is accessible in the account dashboard.
12.2 Requests to correct invoicing details (company name, address, VAT number) must be submitted within 30 days of the invoice date to billing@altaignite.com.

13. Currency and foreign exchange

13.1 Plans are quoted in United States dollars from $199/mo but may be displayed and charged in the customer's local currency for convenience.
13.2 Where local-currency billing is used, the amount charged is calculated using an exchange rate determined at the time of each billing cycle and may vary slightly from period to period; Alta Ignite is not liable for exchange-rate fluctuations or resulting bank conversion fees charged by the customer's card issuer.

14. Upgrades, downgrades and proration

14.1 Upgrading to a higher plan takes effect immediately, with the price difference for the remainder of the current billing period charged on a prorated daily basis.
14.2 Downgrading to a lower plan takes effect at the start of the next billing period; no partial-period credit is issued for the higher-tier fee already paid, consistent with clause 4.
14.3 Feature or seat add-ons purchased mid-cycle are billed on a prorated basis for the remainder of that billing period and at the full rate thereafter.

15. Promotional and discounted pricing

15.1 Promotional pricing applies only for the period stated at the time of purchase, after which the standard plan price applies on renewal unless otherwise agreed in writing.
15.2 Referral or discount credits have no cash value and cannot be exchanged for a cash refund.

16. Currency of statutory rights

16.1 Nothing in this policy limits any right the customer has under mandatory consumer protection law in their country of residence, including statutory conformity remedies under Dutch Civil Code Book 7 (Article 7:17 et seq. by analogy for digital services) where applicable.
16.2 Where any clause of this policy conflicts with a mandatory statutory consumer right, the statutory right prevails to the extent of the conflict.

17. How to request a refund or billing correction

17.1 Requests must be sent to billing@altaignite.com with the account email, invoice number and reason for the request.
17.2 Alta Ignite aims to respond to billing requests within 5 business days and to process any approved refund to the original payment method within 10 business days of approval.

18. Governing law

18.1 This policy is governed by the laws of the Netherlands.
18.2 Disputes are subject to the exclusive jurisdiction of the competent court in Amsterdam, the Netherlands, without prejudice to any mandatory right of the consumer to bring proceedings in their own place of residence.

19. Contact

19.1 Billing and refund enquiries: billing@altaignite.com. Legal notices: legal@altaignite.com. Abuse reports: abuse@altaignite.com.
19.2 Alta Ignite B.V., Keizersgracht 391, 1016 EJ Amsterdam, the Netherlands. KvK 76392014. VAT NL860627193B01.

Questions about this document: legal@altaignite.com — Alta Ignite B.V., Keizersgracht 391, 1016 EJ Amsterdam, the Netherlands.