Legal & policies
Cancellation & Refund Policy
These terms refer to FIRST SERVER. The legal entity, registered address and contact details are published in our Legal Notice. You can contact us through the Contact Us page.
1. Cancellation and renewal
The accepted order specifies the service term, billing cycle, whether renewal is automatic and any notice period. No additional cancellation deadline is created by this page. You may send a cancellation request through our contact channel identifying the account and affected service; proportionate verification may be required. We will confirm the effective end date and any applicable charges.
Unless you request an earlier end and it is agreed, cancellation takes effect at the end of the current paid term, subject to contractual and statutory rights. Stopping use alone does not notify us of cancellation. Cancellation must not be made subject to disproportionate barriers. Disputed charges and a request for repayment can be raised through the same channel.
2. Consumer withdrawal
Consumers entering a distance service contract generally have 14 days from conclusion to withdraw without giving a reason, subject to applicable legal exceptions and extensions. Send an unequivocal withdrawal statement through our contact channel or to the postal address in the Legal Notice. You may use the model below, but it is not mandatory.
To FIRST SERVER (contact details in the Legal Notice): I hereby give notice that I withdraw from my contract for the following service: [service]. Contract date: [date]. Consumer name: [name]. Consumer address: [address]. Date: [date]. Signature: [only if submitted on paper].
If you expressly request performance during the withdrawal period, a proportionate charge for service actually provided before withdrawal may be payable only where the legal requirements are satisfied. A service withdrawal right is lost after full performance only where legally required express consent and acknowledgement were obtained. Activation alone does not waive the right. Failure to provide legally required information may extend the withdrawal period.
3. Refunds
Statutory withdrawal refunds will be made without undue delay and within the applicable legal deadline, generally 14 days after notification, using the original payment method unless another method is expressly agreed without additional cost to the consumer. Any lawful proportionate deduction will be explained.
For business customers and cancellations outside statutory rights, refunds follow the accepted order and any express guarantee. This policy does not create a general refund entitlement for unused portions of a prepaid term, but does not exclude refunds or price reductions required for non-performance, non-conformity, overpayment or other legal reasons. Service credits apply only if expressly agreed.
3A. Sanctions-related termination
The Sanctions Policy governs restricted-country and sanctions cases. Business customers terminated for their material breach, including deliberate concealment of ineligibility, receive no discretionary refund or credit to the extent lawful. Mandatory refunds and consumer remedies remain unaffected. Suspicion alone or a later change to our commercial country list does not automatically forfeit unused prepaid amounts. If repayment is legally prohibited, funds must be handled under applicable sanctions and any required authorisation, rather than treated as automatically forfeited.
4. Data and service closure
Arrange export of your data before the confirmed termination date. Any agreed export, retention or backup arrangements continue to apply. Customer personal data processed on your behalf is returned or deleted under the DPA and agreed instructions, subject to legal retention requirements. Cancellation does not erase records that must lawfully be retained.
5. Mandatory rights
Mandatory protections: nothing in these documents limits liability for fraud or wilful misconduct, death or personal injury where exclusion is prohibited, or any liability or remedy that cannot lawfully be excluded or limited. Mandatory consumer rights, data subjects' GDPR rights and regulatory powers remain unaffected. If a provision is prohibited or unfair under applicable law, it does not apply to that extent.