Cancelling a service and the 14-day right of withdrawal
PrintBefore you give up a service, settle two questions: when it should stop (straight away, or only when the time you paid for is used up) and what happens to the data on it. Below are the cancellation steps and the withdrawal rules from the TopHost Terms.
Before you cancel
- Save your data. Download a full account backup and keep it yourself. Looking after your data is the client's responsibility.
- Move your mail if you use it. The mailboxes on the hosting account stop working together with the hosting.
- Decide about the domain. If you keep the domain but it still points to TopHost's servers, the website and mail will stop working. Change the nameservers to your new provider first.
Sending the cancellation request
- Open your list of services and go into the service.
- Choose Request Cancellation.
- Say whether the service should stop right away or when the period you have already paid for runs out.
- Give a short reason and submit the request.
You do not need to pay an open invoice for the cancelled service: it is cancelled together with the service.
The 14-day right of withdrawal
Under the TopHost Terms, clients who are private consumers can withdraw from a web hosting contract within 14 days from the date TopHost accepted the order. All amounts are refunded within 15 days of the withdrawal.
To use this right, open a ticket within those 14 days, state that you are withdrawing from the contract and give the number of the paid invoice.
The rule covers private consumers. If a company ordered the service, write to us in a ticket and we will explain the options.
What is not refunded
- domain registration fees;
- cPanel, LiteSpeed, Plesk and any other activated licences;
- services ordered as a reseller;
- other optional services outside the standard offer.
Domains are separate from hosting
Once a domain has been registered, it cannot be cancelled; the minimum term is one year. You can still drop the hosting and keep the domain: it has its own invoices and stays yours until its due date. If you do not want to renew it, simply leave the renewal invoice unpaid and the domain expires on the due date.
Your data after cancellation
Backups of a suspended or deleted account are normally kept for up to 90 days. Do not count on them, though: a copy you downloaded yourself before cancelling is the only sure way not to lose anything.
