How to Cancel a Service

If you no longer need a hosting plan, domain, or other service, you can request cancellation through the client portal. This guide explains the cancellation process, the difference between immediate and end-of-term cancellation, and refund eligibility.

Cancellation Options

Immediate Cancellation

• Service is terminated right away
• All data associated with the service is queued for deletion
• No further invoices are generated
• Refund may be available depending on the service and time remaining (see Refund Policy)

End-of-Term Cancellation

• Service continues until the current billing period expires
• You retain full access until the expiry date
• No renewal invoice is generated
• The service is terminated automatically at the end of the paid period

Tip: If you are unsure, choose End-of-Term cancellation. This lets you continue using the service until it expires and gives you time to migrate your data or change your mind.

How to Request Cancellation

Step 1: Log In to Your Portal

1. Go to {{SUPPORT_URL}} and log in with your account credentials
2. Navigate to My Services

Step 2: Select the Service

1. Find the service you want to cancel
2. Click on the service name to view its details

Step 3: Request Cancellation

1. Click the Request Cancellation button
2. Select cancellation type:

- Immediate: Service stops now

- End of Billing Period: Service continues until expiry

1. Select a reason for cancellation from the dropdown
2. Optionally provide additional feedback (this helps us improve)
3. Click Submit Request

Step 4: Confirmation

1. You will receive an email confirming your cancellation request
2. For immediate cancellation, the service will be terminated within a few hours
3. For end-of-term, the cancellation is scheduled and the service remains active

Before You Cancel

Take these important steps before cancelling:

1. Back Up Your Data

• Website files: Download via FTP/SFTP or File Manager
• Databases: Export using phpMyAdmin or command-line tools
• Emails: Download emails via an email client or webmail export
• DNS records: Note down all DNS configurations

2. Transfer Domains (If Needed)

• If you have domains registered with us, they are separate from hosting
• Domains will continue to work even after hosting cancellation
• Transfer domains to another registrar if needed before the domain expires

3. Update DNS

• If your domain points to the hosting being cancelled, update DNS to point to your new provider
• Allow 24-48 hours for DNS propagation before cancelling

4. Check for Dependent Services

• Email accounts on the hosting will be deleted
• Subdomains and addon domains will stop working
• SSL certificates associated with the hosting may be revoked

Cancelling Specific Service Types

Hosting (Shared, VPS, Reseller)

• All websites, databases, and emails on the account are permanently deleted after cancellation
• cPanel/DirectAdmin accounts are terminated
• Backups are retained for a limited period (typically 7 days) for safety

Domain Names

• Domains are non-refundable once registered
• If cancelled before expiry, the domain may enter a redemption period
• Consider letting the domain expire naturally if you do not need it
• Domain privacy and other addons are cancelled with the domain

SSL Certificates

• SSL certificates cannot be transferred to another provider
• They will remain valid until their expiry date even after account cancellation
• No refunds for SSL certificates

Reversing a Cancellation

If you change your mind:

Before Termination

1. Log in to the client portal
2. Navigate to My Services
3. Find the service with a pending cancellation
4. Click Abort Cancellation or Revoke Cancellation Request

After Termination

• Once a service is terminated, it generally cannot be restored
• Contact support immediately — data may be recoverable for a short period
• A new service will need to be ordered and data restored from your backups

Troubleshooting

Cannot Find the Cancel Button

• The cancellation option may be under Actions or a dropdown menu
• Some services require contacting support to cancel
• Open a support ticket requesting cancellation if the self-service option is not available

Cancellation Request Not Processing

• Check your email for a confirmation message
• Open a support ticket if no confirmation is received within 24 hours
• Provide the service/order ID for faster resolution

Still Being Charged After Cancellation

• Verify the cancellation was confirmed (check email)
• If set to end-of-term, charges stop at the next renewal
• Contact billing support with the invoice in question

Related Articles

• Refund Policy and Process
• How to Downgrade Your Hosting Plan
• Backing Up Your Website

Need assistance with cancellation? Contact our support team at {{SUPPORT_EMAIL}} or open a ticket at {{SUPPORT_URL}}.