While we don’t host our software on SiteGround, it’s important for those who do to be aware of certain nuances in their billing policies. Our recent audit has uncovered that SiteGround’s “Money Back Guarantee” subtly excludes monthly subscriptions, a detail that may not be immediately apparent to all users.
SiteGround’s Terms of Service (ToS) are accessible online, but the language used can be misleading. The refund policy states:
“We will issue a full refund for the initial purchase of: (a) cloud hosting Services if cancellation is requested within 14 days from initial activation; (b) shared hosting Services and the rest of the Refundable Services if cancellation is requested within 30 days from initial activation.”
At first glance, this appears to offer a comprehensive money-back guarantee. However, the policy does not explicitly mention that monthly subscriptions are excluded from this guarantee. This omission can lead customers to believe they are eligible for a refund within the specified timeframes, only to discover otherwise upon cancellation.
This lack of clarity has led to customer dissatisfaction. For instance, a complaint filed with the Better Business Bureau (BBB) details a customer’s experience:
“In their promotion, they promise 30-day money-back experience. I paid 35.88 USD and started their service on June 4 and not satisfied with their service. When I request a refund, they only refund me half of my payment. Per their customer service, the domain is not refundable, but they did NOT state that in advance.”
(bbb.org)
This example highlights the confusion stemming from SiteGround’s refund policy, where certain services, such as domain registrations, are non-refundable—a detail not prominently disclosed upfront.
Furthermore, reviews on platforms like SiteJabber reflect similar concerns. One user noted:
“They won’t allow me to host a website under their plan. They offer no avenue for a refund. These people are criminals.”
(sitejabber.com)
While this statement is quite strong, it underscores the frustration some customers feel regarding SiteGround’s refund practices.
In today’s competitive hosting market, transparency in billing and refund policies is crucial. SiteGround users, especially those considering monthly plans, should thoroughly review the Terms of Service and seek clarification on refund eligibility before committing. Being informed can help prevent unexpected surprises and ensure that the chosen hosting service aligns with your expectations and needs.
At McKenzie & Co, we take a different approach. We offer prorated refunds for hosting by the day — because we believe that hosting should work for you, not the other way around. Even if you don’t choose us for your hosting, we encourage all users to carefully read the fine print and make sure they understand the refund policies before making a commitment. Transparency should be the standard, not the exception.
Unfortunately, because of this concealed misrepresentation of their “Money Back Guarantee” we had to initiate a chargeback.
