Applies to
One-off services, recurring plans, hosting, and related paid work.
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Refund policy
Clear refund guidance for technical work, service time, and support already delivered
This Refund Policy explains how refund requests are handled for Newt Labs services.
It covers one-off work, diagnostic and investigation time, recurring care plans, hosting, and project-based work. Refund requests are reviewed based on the type of service, the stage the work reached, and what value has already been delivered.
For the full legal terms that apply alongside this Refund Policy, please read our Terms of Service.
We aim to be fair and reasonable in every case.
Last updated
01 September 2026
Questions
If you would like us to review a request, please contact Newt Labs.
Quick summary
How refunds generally work
Refunds are not automatic. Whether a refund may be considered depends on the type of service purchased, how far the work progressed, and whether time, investigation, setup, or other value has already been delivered.
In some cases, a full refund may be possible. In others, a partial refund may be more appropriate.
1
What matters most
The service type, the stage of work, and the value already delivered.
2
A refund may be possible
If work has not yet started, or only part of the agreed service has been delivered.
3
A refund is less likely
If investigation, setup, or technical work has already begun.
Each request is reviewed on its own facts.
Service context
How this applies by service type
Refund handling can vary depending on the type of service involved.
Some services are mainly based on time, investigation, and technical effort. Others involve recurring service periods, hosting resources, or broader project work delivered over stages.
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One-off services
For one-off work such as repairs, malware removal, speed work, migrations, website changes, or other scoped support, a refund may be considered if work has not yet started. Once investigation, planning, access review, or technical work has begun, a refund is less likely.
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Diagnostic and investigation work
Some jobs involve paid time spent identifying the issue before a final fix is delivered. If that investigation has already been carried out, that time may still be chargeable even if the customer chooses not to continue.
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Recurring care plans
For maintenance, security, performance, hosting, or other ongoing services, charges for an active service period are usually non-refundable once that period has started. Cancelling a plan normally stops future billing rather than reversing time or service already made available.
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Hosting-related services
Where hosting, migrations, setup work, DNS changes, or related technical setup has already been completed or committed, refunds are usually limited to reflect the work and resources already allocated.
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Project-based work
For redesigns, rebuilds, development work, or other larger projects, refund requests are usually reviewed based on the work completed so far rather than as a simple full-refund or no-refund decision.
Different services can lead to different outcomes
The same answer will not always apply to every type of service.
Eligibility factors
What affects refund eligibility
Refund requests are reviewed based on the specific circumstances of the work.
The key question is how far the work progressed, what time or resources were already committed, and what value was already delivered.
Work already started
If technical work, investigation, planning, setup, or access review has already begun, that will usually affect whether a refund can be offered.
Value already delivered
Advice, diagnosis, completed tasks, setup work, or part-delivered services may still be chargeable even if the customer later changes direction.
Service period already active
For recurring services, refund eligibility is affected once the paid service period has started and support or service availability has already been provided.
Access, approvals, and cooperation
Delays caused by missing access, incomplete information, or late approvals do not automatically create a right to a refund.
Changes in scope
If the original request changes after work begins, refund decisions may need to reflect the work already done under the original agreement.
Third-party limitations
Hosting providers, plugins, themes, registrars, APIs, or other third-party systems can affect the final outcome. That does not automatically mean a refund is due if Newt Labs has already provided the agreed service reasonably and in good faith.
The aim is to assess what actually happened, not apply a fixed answer without context.
Possible outcomes
When a refund may be considered
A refund may be considered where that is the fairest outcome based on the work completed so far.
This is more likely where little or no service value has yet been delivered, or where the amount paid no longer fairly reflects the stage the work reached.
Work has not yet started
If a service has been paid for but no investigation, setup, planning, or technical work has begun, a full refund may be possible.
Only part of the work was delivered
If only part of the agreed service has been completed, a partial refund may be more appropriate than a full refund.
Duplicate payment or billing error
If there has been an obvious payment mistake, duplicate charge, or similar billing issue, this may be corrected through a refund.
Newt Labs agrees it is the fairest outcome
In some situations, Newt Labs may decide that a refund or partial refund is the most reasonable outcome.
Refund requests are reviewed fairly, not dismissed automatically.
Clear boundaries
When a refund is unlikely
A refund is less likely where meaningful work, service time, or technical value has already been delivered.
This is usually the case once paid time has been used, the service period has started, or the work has progressed far enough that the value cannot simply be undone.
Technical work has begun
If investigation, setup, planning, access review, troubleshooting, or implementation work has already started, a refund is unlikely.
The service period has already started
For recurring plans or ongoing services, charges for an active period are usually non-refundable once that period has begun.
Advice, diagnosis, or completed work was already delivered
If the customer has already received meaningful advice, findings, completed tasks, or part of the agreed service, that value may still be chargeable.
The request changed after work started
If the original request changes, broadens, or is no longer wanted after work has already begun, that does not usually create a right to a refund for time already spent.
Third-party issues affected the outcome
Where a result is affected by hosting providers, plugins, themes, registrars, APIs, or other third-party systems, a refund is unlikely if Newt Labs has already provided the agreed service reasonably and in good faith.
This reflects the time, effort, and value already committed to the work.
Review process
How refund requests are reviewed
If you would like us to review a refund request, please contact Newt Labs with the relevant details.
Each request is reviewed on its own facts. We look at the service purchased, the stage the work reached, what time or value was already delivered, and whether a full refund, partial refund, or no refund is the fairest outcome.
1
Tell us what the request relates to
Please include the service purchased, the reason for the request, and any relevant order, invoice, or account details.
2
We review what happened
This may include the work completed, time already spent, investigation carried out, service period started, or any setup and delivery already provided.
3
We assess the fairest outcome
Depending on the situation, that may mean a full refund, a partial refund, or no refund.
Reviewed properly and fairly
The aim is to review the request properly and fairly.
Billing concerns
Payment disputes and chargebacks
If you believe there has been a billing problem, please contact Newt Labs first so we can review it properly.
In many cases, a concern can be resolved more quickly through direct review than through a formal payment dispute.
Contact us first
If something does not look right, please give us the chance to review the payment, the service history, and the details of the issue directly.
Disputes can delay resolution
Formal chargebacks and payment disputes often take longer and may slow down communication or resolution while the provider reviews the case.
Ongoing service may be affected
Where a payment is formally disputed, Newt Labs may need to pause or limit further work until the issue has been resolved.
The aim is to resolve genuine concerns fairly and as quickly as possible.
Legal reassurance
Consumer rights and policy updates
Nothing in this Refund Policy is intended to remove any rights you may have under applicable consumer law.
Newt Labs may update this policy from time to time to reflect changes to our services, working practices, or legal and operational requirements. The latest version will always be published on this page.
Your legal rights still apply
If consumer protection law gives you rights in a particular situation, those rights still stand.
This policy may be updated
We may revise this policy as the business, services, or legal requirements change.
This Refund Policy explains how refund requests are generally handled. It does not override any legal rights that apply.
Need to ask about a refund?
Contact Newt Labs
If you have a question about this Refund Policy or would like us to review a refund request, please get in touch.
The best place to start is by contacting Newt Labs with the relevant details so we can review the situation properly.
Clear details help us review things more fairly and efficiently.
What to include
Please include the service purchased, the reason for your query or request, and any relevant order, invoice, or account details.
What happens next
We will review the information provided and respond based on the specific circumstances of the service and work involved.