There are many reasons you may need your money back; we understand! We also get that it can be frustrating having to jump through hoops for a refund. This is why we've made the process as easy as possible... All you have to do is ask!

How do I reach your team to ask for a refund?

Please log into your account first; it must be the account associated with the payment you'd like refunded. We cannot process requests for guest users or unverified users and we will be unable to discuss any transactions with you if you are not logged into the correct account. You may log into your Prisma account here.

Once you've logged in, open a conversation through the blue button you'll find in the bottom-right of our website. Alternatively, contact us by email: [email protected] 

How much money will I get back?

Refunds are never guaranteed, though it's most often not a problem so long as you contact us respectfully and within a timely manner.
Within 48 hours from payments, full refunds are considered. After 48 hours up to approximately one week to prior your next due date, prorated refunds are considered based on the days remaining on your billing cycle.

What is a prorated refund?

A prorated refund is a partial refund calculated based on the days remaining on your billing cycle and the most recent payment(s) associated with the service being canceled.

How long do I keep my service after getting a refund?

In most cases, pending your billing cycle and payment(s), your service will be terminated immediately when a refund is issued. If you do not wish to have your service terminated immediately, you'll need to reach out to our team when you're ready and/or let us know the date you wish to proceed with cancellation.

When can I request a refund or how soon after payment can I?

You may request a refund up until approximately 5-7 days left on your billing cycle.
We have no restrictions on refund requests being made immediately after payment.

How long does a refund take to process? When will I get my money back?

Processing time will vary based on your method of payment.
Account credit transactions are processed immediately. PayPal transactions may take up to 72 hours, though usually no more than a few minutes. Credit/debit card transactions may take up to 10 days, though usually no more than 3 days.

Is there any way I can get my money sent to a different card or PayPal account?

We are unable to issue refunds to any financial accounts other than your CubedHost credit balance or your original payment method.

What if I used a prepaid card that I no longer have access to?

Unfortunately, the information above still applies. In these cases, we suggest either requesting the funds be refunded to your account credit or contacting the card issuer for further assistance.

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