To cancel an order or ask for a refund, open a ticket from the client area with your order number and the reason. Refunds follow our refund policy.
Overview
You can cancel an order that has not been activated. For services already activated, a refund depends on the service and our policy, which is explained in the refund guide.
Why it happens
- Orders are cancelled for mistakes such as the wrong plan, the wrong quantity or the wrong domain name.
- A refund is considered when a domain name was already taken or when we cannot deliver the service.
What it means
Tell us as early as possible, before the order is activated, because that gives the most options.
How to fix it
- Read the refund policy and cancellation guide.
- Open a ticket with the order number, the invoice number and the reason.
- If you paid by mistake or twice, include the payment reference and date.
- We reply in the ticket with what can be done.
- If the order has a wrong quantity, we can correct it before you pay: pricing and billing.
Still need help? Get support
Open a support ticket
A ticket is the best way to get this fixed: it keeps your details, and we reply in the ticket.
Prefer to talk? Call 0758 309 999 (fastest line). If that line is busy, call 0753 930 000 (longer wait).
Related articles
- I Paid but My Hosting Account Is Not Active: What to Do
- I Paid for My Domain but It Is Not Active: What to Do
- Hosting, Payments and Account Help: Start Here (SakuraHost)
- SakuraHost Refund Policy and Cancellation Guide
Frequently asked questions
How long does a refund take?
We confirm the details in the ticket and process approved refunds as quickly as possible.
Can I cancel a domain after registering it?
A registered domain is registered at the registry, so ask support what is possible.
Written by Jumbe Nylon, Founder & CTO, SakuraHost. Updated October 2026.