Refund Policy

1. Your right to cancel

When you purchase a digital service from us as a consumer, the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a 14-day cancellation right (the “cooling-off period”), counted from the day you entered into the contract.

To cancel within the cooling-off period, email support@mechasite.com with your order reference. You don’t need a reason.

Refunds for cancelled contracts are issued within 14 days of us receiving your cancellation, to the original payment method, per Regulation 34.

2. Domain name registrations — please read carefully

Domain names are a special class of digital service. When you register a domain through Mecha Site we immediately submit your registration to the relevant registry (e.g. Verisign for .com, Nominet for .uk). The registry charges us a wholesale fee on creation and that fee is non-refundable to us, regardless of whether you subsequently change your mind.

For this reason, we ask every customer to provide express consent at the Stripe checkout to start domain registration immediately. This is captured by the “Cancellation rights waiver” dropdown that appears on the checkout page. Selecting it confirms that you:

• Expressly request that Mecha Site begin registering your domain(s) immediately, and
• Acknowledge that you lose your 14-day cancellation right under Regulation 36 of the Consumer Contracts Regulations 2013 once each domain is issued by the registry.

The exact wording of the consent dropdown is locked in our checkout configuration and stored on your order record with the timestamp at which you ticked it (per our R-DM-P4-7 evidentiary procedure). This audit trail is available for inspection by the Information Commissioner’s Office (ICO) or the Competition and Markets Authority (CMA) on request.

References: CCR 2013 Regulations 36(1)(b) and 37(b) (services and digital-content exemptions to the 14-day cancellation right); Digital Markets, Competition and Consumers Act 2024 (CMA enforcement powers up to 10% of global turnover for misleading commercial practices).

3. When we automatically refund a domain registration

Even with the consent waiver above, we will automatically refund a domain registration in full (including any management or premium-handling fees) if any of these happen:

• The registry rejects the registration— for example, the domain becomes unavailable between you clicking buy and our system submitting to the registry, or the registry rejects your registrant details. This is the saga_registry_reject class in our internal records.
• The registrar API is unreachable— rare upstream-provider outages that prevent us from submitting your registration. This is the saga_openprovider_5xx class.
• Our system encounters a fault after charging you but before completing the registration. This is the saga_post_charge_crash class.

In each of these cases, restitution is owed under the Consumer Rights Act 2015 section 51 (fundamental non-performance) and we process the refund through Stripe within a few minutes of detection. Your Stripe statement will show the corresponding refund line.

4. Customer change-of-mind — our goodwill policy

You aren’t legally entitled to a refund once a domain is registered (because of the waiver in section 2), but we recognise that mistakes happen. Our discretionary goodwill policy:

To request a goodwill refund or transfer, email support@mechasite.com with your order reference. We aim to acknowledge within 1 business day and process eligible refunds within 5 business days.

5. Managed-website services — cancellation and refunds

For Essential Care, Priority Care, Elite Continuity and Enterprise maintenance plans, you may cancel at any time. We charge for the service month in which you cancel (no pro-rata) and stop billing from the next renewal date.

Where you cancel within the 14-day cooling-off period beforeany work has been performed, you’re entitled to a full refund. If you asked us to begin work within the cooling-off period (for example, to start an urgent security update), the proportionate value of work performed up to your cancellation is non-refundable, per Regulation 36(4).

Renewal cooling-off rights under the Digital Markets, Competition and Consumers Act 2024 Part 4 Chapter 2 will apply once those provisions commence (expected autumn 2026). This page will be updated at that point.

6. If you’re unhappy with our decision

If you disagree with how we’ve handled your refund request, you can:

1. Escalate internally by emailing complaints@mechasite.com — we’ll review independently and respond within 5 business days. See our complaints procedure for full detail.
2. Approach an Alternative Dispute Resolution (ADR) body — under the DMCCA 2024 (Alternative Dispute) Regulations 2026, ADR is available for consumer disputes. We use CISAS for technology and digital-service disputes.
3. Report to the Competition and Markets Authority at gov.uk/contact-cma if you believe our policy or its execution breaches consumer law.
4. Take court action— nothing in this policy limits your statutory rights to seek a remedy through the small claims track or other appropriate forum.