Cancellation and withdrawal
These are two different things. Cancelling means a running service is not renewed again. Withdrawing means that, as a consumer, you step back from the contract within the statutory period after concluding it, without giving a reason.
Cancelling the renewal
- Open the service on the Services page.
- Click Cancel renewal.
The service keeps running unchanged until the end of the paid period and ends only then. Until that point you can change your mind: Resume renewal undoes the cancellation.
Cancelling does not bring a pro-rata refund for the remaining time. Before the service ends, download your files and your backups. What is kept after the service ends is covered in Renewals and late payment.
Withdrawing from the contract
As a consumer you can withdraw without giving a reason within the statutory withdrawal period. That is normally 14 days from concluding the contract; the exact deadline for a given order is shown on the order's page. Orders placed as a business carry no right of withdrawal.
How to tell us:
- on the order's page, in the Withdraw from contract here section,
- without signing in, on the public withdrawal form,
- or by email or post, as set out in the Terms of Service.
Within seconds we email you an acknowledgement of receipt with a reference number.
What happens next:
- If the order is not paid yet, withdrawing cancels the whole order.
- If it is paid, the refund arrives within 14 days of receiving your statement, to the same payment method you used. An amount paid from credit goes back to your credit.
- If you explicitly asked, when ordering, for performance to begin within the withdrawal period, a proportional fee for the time used is deducted. Without that request, the full amount is refunded.
- After the withdrawal is decided, the service stays available for 7 more days so that you can save your data.
- A domain registration is assessed case by case, because a completed registration cannot be undone at the registry.
The detailed rules are in the Terms of Service.