If you no longer need a service, request a cancellation. That way no new proforma invoices are issued and you don't receive reminders. If you simply don't pay, the service goes through suspension and overdue notices.

Before you cancel

• Keep a copy of your data. After termination, files, music, databases and emails are permanently deleted. For radio, download your music via FTP or from Backup.
• Email: if you have mailboxes on the service, download or move your messages.
• Domain: the domain is a separate service and isn't cancelled along with hosting. If you want to keep it, do nothing; if you want to move it elsewhere, see Transferring a domain to another provider.
• A problem? If the reason is technical or financial, tell us first in a ticket; there's usually a solution. A downgrade to a smaller package may also suit you better.

Steps

1. Go to Services → My Services and click Manage on the service.
2. In the right-hand column, click Request Cancellation.
3. Read the Important Notice: after cancellation, the data is permanently deleted.
4. Under Cancellation Type, choose:
   • End of Billing Period (recommended): the service works normally until the date you've already paid for, and is then terminated.
   • Immediate: the service is terminated shortly, usually the same or the next day. There's no refund for unused days.
5. Enter the Reason for Cancellation (required). It helps us improve.
6. If there's a domain with the same name and auto-renewal, you'll also see the option Cancel domain auto-renewal. Tick it only if you don't want to keep the domain.
7. Click Submit Cancellation Request.

You'll see "Cancellation Request Submitted" and receive a confirmation email. The service page shows a yellow box with the request, and the button changes to Cancellation Pending.

What happens to proforma invoices

• The service's unpaid proforma invoices are cancelled as soon as the request is submitted. If a proforma invoice also includes other services, only this service's line is removed.
• No new renewal proforma invoices are issued for the service.
• There's no refund for periods already paid.

Deadline: for some services, cancellation must be requested a number of days before the next due date. If that deadline has passed, the page tells you, and the cancellation can be requested after the next renewal. So it's best to request cancellation early.

I changed my mind

A cancellation request can't be withdrawn from the service page. Send us a support ticket as soon as possible, before termination, and we'll cancel it.

Frequently asked questions