Cancel a service

You can cancel any service from its page in the client area. This guide helps you do it without losing data and explains what happens to invoices, domains and refunds.

Before you start

• Back up your data. Files, databases, email and configuration. See backup strategy and, for a full server, the backup steps in reinstall the operating system.
• Move what depends on the service. Point your domain to its new home and lower DNS TTLs in advance; see move a website without downtime.
• Check the refund policy if you cancel soon after paying: covered services can be cancelled within 30 days of payment and a refund requested. The refund policy lists the covered services and conditions. Crypto payments are final and non-refundable.

Step 1: Open the cancellation form

1. Go to Services › My Services and open the service.
2. Under Billing Overview, select Request Cancellation.

The page Account Cancellation Request opens.

Step 2: Choose when it takes effect

Under Cancellation Type, choose:

• End of Billing Period: the service keeps running until the end of the term you have paid for. Recommended in most cases, because it leaves time to finish moving.
• Immediate: the service stops as soon as the request is processed.

Step 3: Give a reason and submit

Write a short reason in "Briefly Describe your reason for Cancellation". It helps us improve, and it tells our team if something needs a follow-up. Select Request Cancellation.

Verify: a confirmation message appears, and the service page shows "There is an outstanding cancellation request for this product/service". A notification in the client area confirms the request as well.

What happens next

• The service runs until the chosen date, then it is terminated and its data deleted.
• No new renewal invoices are created for the cancelled service. If a renewal invoice already exists and you choose End of Billing Period, check Billing › My Invoices and open a ticket if you are unsure whether it still needs to be paid.
• Add-ons that belong to the service end with it.
• Domains are separate and stay registered. Turn off Auto Renew on the domain page if you no longer need a domain; see manage your domain.

Requesting a refund

If the service is covered by the refund policy and you cancel within 30 days of payment, open a ticket after submitting the cancellation, name the service and the invoice, and ask for the refund. The policy explains how refunds are paid and which costs, such as setup fees for macOS services, are deducted.

Troubleshooting

There is no Request Cancellation button. A request is already pending, or the service is not active. Check the notice at the top of the service page. For other cases, open a ticket.

"This account has already had a cancellation request submitted so you cannot submit another." The request is already registered; nothing else is needed.

I cancelled the wrong service. Open a ticket immediately with the service name. Do not wait until the end of the billing period.

The service was suspended for an unpaid invoice and I want to cancel it. You can still request the cancellation. Ask in a ticket whether the open invoice is cancelled with it.

Next steps

• Keep your data safe elsewhere: backup strategy.
• Questions about refunds: refunds FAQ.