How to cancel
Send every cancellation request to the billing department as a ticket in the client area. A cancellation is not valid until the billing department confirms it, so keep the ticket open until you have that confirmation. Deleting your files, pointing the domain elsewhere or mentioning it to someone in sales does not cancel a service.
All pending invoices must be paid in full before a cancellation is processed. A suspended service is not a cancelled service: it keeps renewing and keeps accruing charges until the cancellation is confirmed.
This policy covers the services Hostinium for Information Technology LLC provides. It does not cover work by a third party you engaged separately, such as external web development or content writing; we are not responsible for those arrangements.
Cancelling inside the 30-day money-back guarantee
Cancel a web hosting plan within 30 days of signing up and you get a full refund of what you paid for it. The guarantee is included with all web hosting plans. Request the refund by ticket to the billing department in the client area.
Three conditions decide whether the guarantee applies:
- Credit card payments only. The guarantee applies to what you paid by credit card, because of what it costs us to process a refund on any other method.
- Hosting plans only. It does not apply to domain registration, domain renewal, domain transfer, dedicated IP addresses, dedicated SSL certificates, dedicated servers, VPS servers or web design services, nor to the renewal of any hosting product, nor to setup fees and overage charges.
- No free migration. If we carried out a free account migration for you inside the first 30 days, the guarantee no longer applies, because of the work already spent on moving the account.
An account cancelled or terminated for a violation of the terms of service is not eligible for a refund. Service credit has no cash value.
Cancelling after the first 30 days
Hosting services keep renewing until you ask us to stop. If you do not want to renew, open a ticket with the billing department in the client area and clear any pending invoices in full.
Cancellation of a renewal for hosting, domain registration or ongoing website promotion must reach us at least 15 business days before the end of the current service period. A request that arrives less than 15 business days before the end of the period is treated as a cancellation for the following service period, and the coming renewal is still payable.
Payments made after the first 30 days are non-refundable.
What happens to your data
When an account is cancelled, the website files and email on it are removed from our servers. That applies whether you asked for the cancellation or it followed non-payment, and you should plan on the removal being final.
Download a full backup before your cancellation date — site files, databases and mail — using the tools in your control panel. If you hold a backup add-on, the backup policy sets out what can still be retrieved after a cancellation, how long copies are kept and what a retrieval costs.
If you are moving a domain to another registrar, start the transfer before you cancel the hosting it is attached to, and read the domain clause in the terms of service first: a discounted domain has to be brought up to full price before it is released.
Late payment and reactivation fees
- Late fee — $5. If a renewal invoice on an active account is still unpaid 5 consecutive days after the renewal date, a late fee of $5 may be charged.
- Reactivation — $25. If an account is more than a month overdue, a reactivation fee of $25 applies.
- Reactivating a cancelled account — $25. Bringing a cancelled account back costs a one-time reactivation fee of $25, and every other overdue invoice on the account has to be paid to bring it current before the cancellation is lifted.
Reactivating an account does not bring back data that has already been deleted. If money is the problem, open a ticket before the due date rather than after it: there is more we can do about an invoice that has not yet fallen overdue.
Payment disputes and chargebacks
We may cancel an account over a payment dispute or a chargeback. An account cancelled that way is reactivated only once the dispute has been resolved satisfactorily, and an administrative fee of $125 applies as a result of the dispute or chargeback request.
Raise a billing question with us first. Report a disputed charge within 60 days of it appearing, as set out in the terms of service. A ticket costs nothing and leaves the service running; a chargeback suspends it and adds the fee above.
Overpayments and service credit
An overpayment on your account, whether deliberate or not, is added to your billing account as service credit. You can spend it on renewals or on new services. Overpayments are not refunded, and service credit has no cash value.
Downgrades
When you move to a lower-priced plan, the difference between what you already paid for the current package and the price of the new one is added to your billing account as service credit. A downgrade does not produce a refund. Talk to sales or billing in the client area before you downgrade, so you know what the smaller plan includes and what the change will cost.
Price changes
We change plans and pricing from time to time. If a current plan is better value than the one you are on, ask the billing team to move you across and they will make the adjustment.
When we raise a price on an existing service we give 60 days' written notice, and you can leave inside that notice period once your account is clear. The detail is in the terms of service.
Before you cancel
If something is wrong with the service, tell us before you cancel. Some of the reasons people leave are fixable: a site that is slow on a plan too small for it, a mail delivery problem, an invoice nobody explained.
Raise it in the client area, or message us on WhatsApp at +1 202 505 2888. If you still want to leave after that, billing will process the cancellation.
Questions
Questions about this policy? Message us on WhatsApp at +1 202 505 2888 or open a ticket in the client area.