Refund Policy

Version 2.1, last updated: 5 October 2026.

This policy forms part of our Terms of Service and describes when you get your money back. Where this policy and the Terms differ, this policy governs refunds. Mandatory consumer law always prevails: nothing below limits a right the law gives you.

1. Thirty days money back on your first payment

1. If you are not happy, we refund your first payment for an FWRD subscription in full when you ask for it within thirty days of that payment. You do not have to tell us why.
2. This applies to monthly and to annual plans, including the founding price, and to consumers and business customers alike.
3. The guarantee covers the amount of that first payment. Later payments, such as a renewal or an upgrade to another plan, are not covered.
4. The guarantee applies once per customer, person or business, also if you later create a new account.
5. Domain names (section 8) and one-off setup fees through a partner (section 7) are not covered by this guarantee.
6. With the refund your subscription ends straight away, not at the end of the period you had paid for. Your account returns to free; section 6 explains what that means.

2. Cancelling and the period you already paid for

1. You can cancel at any time. Cancelling stops the next charge; the period you already paid for simply runs out and your site stays online until it does.
2. Outside the guarantee in section 1 we do not refund pro rata for the remaining days of a current period. This applies to monthly and to annual plans.
3. So if you cancel an annual plan halfway through, after the first thirty days, your plan stays active until the end of that year.

3. Consumers: your fourteen-day right of withdrawal

1. If you buy as a consumer, you have fourteen days to withdraw from the agreement.
2. We deliver our service immediately: your site is ready straight away. That is why, at checkout, we ask you to expressly request that we start right away, even though your withdrawal period is still running. That text is on your screen at the moment you agree; we store it as evidence and send it to you by email. See also the withdrawal page in the platform.
3. If you withdraw within fourteen days of concluding the agreement, you pay a proportionate amount for what we have already delivered at that moment, calculated on the price of the period you chose. Thanks to section 1 you do not pay that amount in practice: within thirty days of your first payment you get everything back.
4. The guarantee in section 1 goes further than this statutory right: within thirty days of your first payment you get the full amount back, also when you requested immediate performance.
5. Notify a withdrawal by email to [email protected]. We refund within fourteen days of your notice.

4. Business customers

1. If you buy on behalf of a company or other organisation, the statutory right of withdrawal does not apply. The guarantee in section 1 and section 5 do apply.

5. When we refund without discussion

1. You were charged twice, or charged for something you did not order.
2. A failure on our side meant we could not deliver what you paid for, and we could not fix it within a reasonable time.
3. You were charged for a period after you cancelled.
4. In these cases you get the full amount back, also outside the thirty days of section 1.

6. What a refund does to your subscription

1. If you get your first payment back under the guarantee in section 1, your subscription ends straight away.
2. If we refund a full invoice for your subscription for another reason, we cancel that subscription with effect from the end of the period you had paid for. Nothing is charged again, and that period still runs out. If the refund corrects a mistake of ours, such as a double charge, and you simply want to stay, your subscription continues.
3. If we refund only part of an invoice, for instance as a gesture, nothing about your subscription changes.
4. When your subscription ends, your account returns to free and your sites go offline. Your content is kept for another ninety days, so you can still continue if you change your mind. A domain you bought through us stays yours; its registration is separate from your plan (see Terms of Service §13).

7. One-off setup fees

1. If your order came through a partner payment link with a one-off amount in it, that amount covers work done before handover.
2. If the site has not yet been transferred to you, we refund the one-off amount in full.
3. Once the site has been transferred, that work has been delivered and the one-off amount is not refunded. The guarantee in section 1 does apply to the first payment of the subscription itself, and you can cancel under section 2.

8. Domain names

1. A domain registration is performed immediately and is irreversible at the registry. Registration and renewal fees are not refunded. See Terms of Service §13.
2. If a registration fails after payment, for example because the name was taken in the meantime, we refund the domain fee in full. That is the only case in which domain fees come back.

9. How to request a refund

1. Email [email protected] from your account address, with your invoice number. If your request falls outside the guarantee in section 1, add one line on why.
2. You get an answer within five working days.
3. If your request falls under the guarantee in section 1, we start the refund within those same five working days. In other cases we refund within fourteen days of our approval.
4. We refund to the same payment method. With a direct debit or a bank transfer your bank may take a few working days longer.
5. If you have a question about a charge, please contact us before reversing the payment through your bank. A chargeback costs us fees and can temporarily block your account, while we can usually transfer the same amount faster ourselves.

10. Changes

1. We may change this policy. The version that applies to an order is the one in force when you ordered.

Contact

FWRD Digital · Utrechtseweg 95-3, 3702 AA Zeist, the Netherlands · KvK 42057087 · VAT NL005461307B53 · [email protected]