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Refund and Cancellation Policy

Last updated: 5 August 2026

This Policy explains how DOTWEN LTD handles domain-order cancellation, failed registration value, completed registrations, billing errors, and rights that cannot be excluded.

Before registration

A search result or cart selection does not hold a domain and does not create a charge. You can remove a selection before submitting the final order. You may cancel a pending order only when your account or Support confirms that cancellation is still available.

If an order still shows as pending, contact Support before trying again. This helps avoid a duplicate registration or refund.

Failed registration

If a registration fails, the amount is returned to your Dotwen balance. If you paid at checkout rather than from existing balance, the same amount is added as Dotwen credit.

Dotwen credit is not cash and is not automatically returned to the original payment method. It cannot be withdrawn. You may ask Support to review an original-method refund, including one required by law.

Completed registration

A registration is complete only after payment is accepted and the registrar or registry confirms it. Because a completed registration creates a time-limited domain right and third-party registry cost, it is generally not refundable for a spelling error, wrong extension, change of mind, non-use, or later decision to transfer.

This general rule remains subject to faulty-service remedies, statutory cancellation rights, and other mandatory law. Dotwen does not treat every completed registration as an automatic waiver of all consumer rights.

Billing errors and disputes

Dotwen reviews duplicate charges, incorrect amounts, failed-order credit, and other billing errors. Depending on what happened and the law that applies, the outcome may be a balance correction, Dotwen credit, or a refund to the original payment method.

A chargeback or payment dispute does not remove your mandatory rights and Dotwen will not require withdrawal of a legitimate dispute as a condition of support. A dispute may trigger a proportionate account or domain review where necessary to prevent duplicate reimbursement, fraud, or loss of a registered domain.

Statutory rights

Nothing in this Policy excludes a right to cancel, a refund or price reduction for a service not provided with reasonable care and skill, or any other remedy that cannot lawfully be limited. The application of a cancellation period can depend on the customer, requested start of service, work already performed, and applicable law.

Requesting a review

Email support@dotwen.com from your account email where possible. Include the domain, order or transaction reference, amount, date, and a short explanation. Never send your password, one-time sign-in code, or payment card details. Send a domain transfer code or identity document only if Support asks for it through an approved process.

We aim to reply within two UK business days. A review does not guarantee a refund. We will explain the decision, how any amount will be returned, and the expected processing time.