ZONE.NET : Cancellation Policy

Jun 5, 2008

I dont bash hosts often, because i realize some problems will come up that are out of the host's hands. Network downtime, hardware failure, etc.

Most ive been with, have been very understanding, and willing and ready to remedy the situation by compromise on both the customer, and hosts sides.

I decided to switch my forum to a VPS and decided to go with They seemed reasonably priced, and ive seen some good reviews here on WHT.

So, this past Saturday evening, I signed up and get the first few payment confirmation emails.

Monday morning, I get an email from my current shared host, that I would not qualify for a refund for that month since it was past the 30 day money back guarantee. I had been with them for 3 months. I had 2 weeks to go so I said ok, it seemed fair.

I email on Monday to cancel the VPS since it hadn't even been provisioned yet.

Tuesday morning, I wake up to account info from

I shoot back in email asking why it hadn't been canceled since i would be staying with my host a little longer. I asked them to cancel, and issue a refund.

They quickly point me to their TOS and state they dont issue refunds for any reason. I would be inclined to agree, but certainly these are special circumstances. I asked to cancel my VPS BEFORE it was even created.

I shoot back an email saying that I would be willing to settle a refund, minus the costs of the control panel license, which is the only thing they are out anyway. I have not even logged in to the account. This was all Tuesday morning. I have not heard back from them yet. They are probably ignoring me.

I will not email them anymore, I will not even ask for the refund back anymore.

So, be warned. If you decide to get a VPS with, MAKE SURE THERE ARE NO HICCUPS, and BE SURE YOU WILL NOT CHANGE YOUR MIND AFTER HITTING THE SUBMIT BUTTON. Oh and expect 48hrs+ of setup time on something other hosts do in 3hrs or less.

If they need to hold on to a customer's money like this, they obviously need it more than me to keep their so called business afloat.

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LT - Cancellation Due To Migration

Nov 4, 2009


My server suddenly get canceled because of the migration. It was more than 24 hours since it happen. I did not get back my server and my data. Does any LT customer get the same problem ?

I try to leave a message on their phone and trouble ticket system, but I don't get and response so far.

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WiredTree Cancellation

Apr 30, 2009

First of all excuse me for my bad english. My native language is spanish. All times on this thread are GMT -5.

On March, 19th, I ordered a VPS with WiredTree - one month using this promo. WT service is pretty good but unfortunately response times from their datacenter to my country (Peru) was terribly bad in sometimes. I open a support ticket to ask about this situation but WT technicians told me that there was no any problem at their side and it should be probably an issue with my ISP.

Since I never had an issue like this with my old provider and having in account that very low response times have been occurring only when I visit my site and not any other site, then I decided to move back to my old provider.

So, according to their TOS:


Account Cancellation

Client must submit service cancellations by opening a ticket through our client portal at least 7 days but not more than 30 days before the end of the service's billing cycle. Cancellation requests are not accepted through phone, email, fax, or any other method besides through opening a ticket through our client portal. You must have all account information to cancel an account. Only the authorized account holder may cancel the account.

In the event of cancellation, customer will automatically be billed for any excess bandwidth usage during the then-current monthly billing cycle.

I open a billing ticket: (13 Apr 2009 15:07)



Please mark my account for cancellation. I'll not renew my VPS. You can cancel it when my current billing cycle expires (19th).

Thank you,

Well. I have done what their TOS says. Nothing more to discuss.

However at April, 28th, my card was charged for the amount of US$49.00 (April billing cycle). Why they charged my credit card if I already requested account cancellation? I dropped an email to billing asking about this issue.

What WT says? (28 Apr 2009 15:55)



It looks like the account cancellation was never followed up on since we requested a confirmation for the cancellation of the account in the last email. It also looks like you were trying to request the cancellation outside of the requirements of the Terms of Service. We can schedule the cancellation for the end of this billing cycle. Please, let me know if you have any questions about this.


So I reply: (28 Apr 2009 16:15)


Hello Jacob,

I'm very disappointed about the way how you want to manage this issue. It isn't as easy as you think: "We can schedule the cancellation for the end of this billing cycle". No! I want to get my money back to my card, it's my right.

What do you mean when you say "It also looks like you were trying to request the cancellation outside of the requirements of the Terms of Service"?

Thank you,

Then I got: (28 Apr 2009 17:03)



> I'm very disappointed about the way how you want to manage this issue. It isn't as easy as you think: "We can schedule the cancellation for the end of this billing cycle". No! I want to get my money back to my card, it's my right.

I will speak to my supervisor to see if there is anything that can be done about this. I will be able to get back to you about this tomorrow.

> What do you mean when you say "It also looks like you were trying to request the cancellation outside of the requirements of the Terms of Service"?

We require a 7 day notice of cancellation prior to the end of the billing cycle. The account renews on the 19th, so the last date of service is the 18th and the request would have needed to be made on the 12th, at the latest. As I mentioned above, I will speak with my supervisor about this and see if there is anything that can been done. Expect a reply to this tomorrow. If you have any questions in the meantime, please, let me know.


And WT's final position: (29 Apr 2009 13:53)


Hello Jonathan,

I'm sorry for the delay in response. I have spoken with my supervisor and he has reviewed this ticket. He told me if the cancellation had been confirmed, we could have proceeded even though the request was made a day late, but since there was no confirmation we cannot reverse the payment now because the server has been online for the past 10 days. We can proceed to cancel the server at the end of this billing cycle. Please, let me know if you have any other questions.


So I have been charged for a service that I requested to be cancelled. I haven't using their VPS anymore after my first month with them finished. Why are they charging me?

I feel that the 'trick' is in the confirmation request. WT's position is understandable at some point of view however they need to understand that in their TOS it doesn't says that people should reply with a confirmation to the cancellation request. In fact, what you can ask after a client had requested account cancellation could be ignored. Account cancellation request is sent when someone has decided to not continue being your client.

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Serverpronto Cancellation

Jul 8, 2008

After I canceled my server with these guys two weeks ago now they are saying they never received cancellation and keep sending me invoices. One of them is for like $300 for "non-payment penalty". Can you believe this guys? And I was a customer for like 2 years too. They won't get a cent more from me.

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Virpus Cancellation

May 16, 2007

After being extremely dissatisfied with Virpus VPS hosting I decided to cancel my account with them 2 days ago. I opened a billing ticket requesting cancellation of my account and got a reply asking why. I responded and I have not heard back from them since. There is no cancellation confirmation and I can still log on to my account.

I've tried calling during the past 2 days but I only get a voicemail. Yes, that's right... voicemail everytime I call for the past 2 days. I've had no choice but to contact my credit card company and inform them that I no longer authorize Virpus to place any charges to my account.

Has anyone else tried to cancel an account with Virpus and have the same thing happen?

If yes, what did you have to do to get the cancellation to go through?

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Domlogs Cancellation

Jan 28, 2007

I want to close this /usr/local/apache/domlogs/ logs for all domain how can I do?

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Virpus Cancellation

May 30, 2007

After being a customer of Virpus networks for less than 3 months I decided to cancel my VPS.

I have posted several tickets to staff, support, management but I have no reply from them.

Virpus is trying to charge my credit card for a service I cancelled more than 10 days ago.

There are other post with the same problem in the past.

I hope that Virpus stop trying to charge my credit card for a service I cancelled in advance.

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GoDaddy Cancellation Question

Dec 5, 2005

I just signed up for GoDaddy's Economy Plan for one year...but I guess I should've read the reviews it's getting here first

If I end up not liking this, can I cancel my service with GoDaddy and not have to pay for the remaining 11 months?(I'd only have to eat about 4 bucks for the one month)...

Or is there a way I can change from one year down to one month without a charge?

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Virpus - No Reply To Cancellation

Apr 12, 2009

Virpus - what hppd no reply to cancellation ?

806581 - Ticket id for reference

My friend wanted to move from virpus as he was having some issues, he mentioned all his reasons in the ticket and asked for the refund amount which was already existent in the virpus account, which he had paid them much earlier.

There was no reply to his ticket even after 2 days ..
So, he asked me to send an pm to Ken, haven't got reply from Ken either.

Recently, the sales dpt, replies haven't been up to the mark at virpus , their tech support still sounds good though,

Never expected this longer delay virpus - Ken, its almost 4 days since the ticket has been created and submitted to you,

sorry for creating a ticket, but u have left no other choice, as I neither got reply from mr.Ken in the past 2 days nor there was a reply to the support ticket.

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SimpleHelix Account Cancellation

Feb 6, 2009

I am wondering if anyone else has had problems with [url] with regards to closing there account? I was able to get the account canceled, quickly, but they are still billing me. Support tickets to there billing department go unanswered and conveniently get closed after 128 hours.

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My GIGENET Cancellation Experience

Apr 30, 2009

Never ever go for if you want a dedicated server. Here is the story:

I needed a VPN access to their infrastructure and asked to their sales if this is possible with them, because i loved it with softlayer. They said yes. 1 week after i ordered a bargain basement server to see their service quality and so. After i got my server and instructions to login to server and their client portal, i realized that there was no VPN available for me. After a few days of talks with their sales and techs along with a cancelation request, they confirmed to make it available for me.

They opened up a vpn access and a put a nic card on the box. Everything was dealed and was going good. Then i recieved an email from gigenet sales Brandon Hale that they processed my cancelation request and pulled the server offline immidiately (at the begining of the month where i paid for full month) and they cant refund me my money.

Gigenet is an epic fail. Here is a list of reasons:

1) Sales and Techs have lots of communication problems.

2) Sales promise all the things but never make it happen after you order the things.

3) Their infrastructure is very unfriendly. You get like four different passwords for
each interface you get. one for support one for portal one for vpn, etc etc...

4) They cut off the connection immidiately when you place a cancelation. They dont even wait for the remaining days for the month.

my conclusion is, if you really in need of a quality service just go for softlayer.

This post is not a bump up post for Softlayer but SL is the win.

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Vectoral Servers Cancellation

Dec 31, 2008

a bit over a month ago i ordered a dedicated server from vectoral servers and it said they are usually online within 24 hours but to give them up to 72 hours. so i waited and after 4 days i ordered another server from another company which came online in 12 hours. so i emailed vectoral asking them to cancel the order and refund my money.

i got no response.

6 days after ordering the server i received an email from vectoral with details of the server. i then sent them another email saying please dont bill me again, i have no use for the server now and just cancel it.

again i got no reply and now i have seen they have just charged my card again. so now im being forced to do a chargeback, complaint to visa and the merchant processor and try to get them blacklisted off my card or i might even need to order a new credit card.

be very careful this company chooses not to respond because of their horrible customer service they seem to be very desperate for money even to the point of outright credit card fraud.

i will update this with the results of my chargeback, hopefully it will tip the limit on their merchant account and they will lose it.

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Cancellation Time Period

Dec 4, 2008

Do you think that having a 30 day cancellation period for a server is a bit excessive? This seems like ploy so that they get an extra month out of you don't you think? Do you think we know whats going to happen, and plan a month ahead of time for it? Some of these providers have 30 day cancellation periods, which I think is absurd.

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Jan 31, 2008

I would just like to let everyone know about my experience that I have had at

This person named Kody, claims that he has a Large business but it is really a small and corrupted business, that i believe is operated by 1 person (kody himself)
Anyways, I purchased ShoutCast hosting from him for one of my clients, and I received my second month's invoice, and it isnt even the second month yet. I asked him to cancel my service because my client did not want it anymore. This is the reply i got from him

"I will after the payment is made"

I followed up by saying the following

"I am not making a payment for this month, i already paid the first month...
i dont want a second month service..."

VibrantStream Replied...

"Thats not how it works.Once the invoice is issued, it must be paid. Your allowed to cancel 10 days within the billing date of the invocie. "

It says nothing about this in his TOS/AUP
It just states the following...

Late Payments:
If payment on your account is not received by the due date, VibrantStream Networks will suspend your account within 48 hours of the due date. In the event of an outstanding balance for 7 days, a late payment fee of $5.00 will be applied to your account. In the event that the full balance plus late fees is not settled within 10 days of the due date, your account will be terminated. Account reactivation after suspension may take up to 24 hours and VibrantStream Networks reserve the right to delay or refuse reactivation at their sole discretion. Late payment suspensions are treated on a customer level and not on a domain/package level. Account data backups will only be provided after payment has been settled in full, including any late fees payable. Once an account is terminated VibrantStream Networks will not be able to recover any data from your account.

Vibrant stream networks then told me that they were going to turn me into collections.

I just felt that everyone thinking about purchasing from VibrantStream Networks should read this and look into other options!

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Jun 21, 2007

I entered the domain name in wrong - instead of www - and decided to not approve it when you get to the final step as rapidssl said to do.

So how long do i need to wait before namecheap will update the status so that I can start the process again ?

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Apr 20, 2008

How much Notice do I need to give nocster/burst before cancelling?

Not ready to cancell just yet but probably will be at the end of next month. (Moving to co-lo and as i'm in the UK burstnet's datacenter would be a bit far to travel so Won't be using them for Co-lo)

Couldn't find mention of the minimum notice period on their site.

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Sep 3, 2008

I initiated a account cancellation on around 31st July through sending an email. In response I was advised to open a ticket by logging into the Control Panel I did it as requested. Till now account is not canceled and day before yesterday I got charged for another month. Actually thats the time I came to know that its still not canceled. Since then I am contacting FH HelpDesk and I am just getting the same reply "I have put a note to my manager" It's happening for two days now. Yesterday I was told my request will be closed by late evening and I will be given the refund...but no action.

Now I contacted them again, got the same reply "I have put a another note to my manager"

I know probably I am whining out my fustration but waiting for a month and then manager is "unable" to take a look at note by the support...not sure whats happening

To the full disclosure, I had signed up multiple times with FH (may be 6-8 times) in a year or two period and had canclled the account on differnet occasions (due to my busy schedules I am unable to maintain the site) and I have always got a fantastic service to say the least...but this time...

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Jun 9, 2008

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Aug 3, 2007

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About Policy Of Softlayer Reseller

May 14, 2009

about policy of softlayer reseller

I am reseller with softlyaer. (not direct client).

in above url, have this item

"Preferential cancellation policy—cancel any time up to billing day"

my billing date is the 14 each month.

04/14 this days, I submitted 2 cancel request,but Softlayer "can't accept"


I lossed > 300USD because I am the reseller.

have any body same as me?

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Jun 13, 2008

Virpus don't respect own policy..

14 days moneyback is not true. virpus don't refund at all.
servers are overloaded. very slowly and if you ask for moneyback he. just don't answer you

i have buy signature vps with them and on 10 days.

servers have 1 downtime every day. and sometime (2 days) you cannot log into servers or view page because is overloaded.

when your servers back online. its take aproximatly 30 seconde before " website or panel " load.

just think before purshase. virpus network scam her client and don't respect own moneyback policy.

now i wait paypal issue.

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Oct 29, 2008

I'm trying to establish a policy for hosting requirements.

I keep running into this recurring problem where a company hosts their own site or they want to host with a business associate or friend that has some kind of side business.

This often results in:
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• Half @ss server setup
• No back up mechanisms
• Non-standard setups

I'm thinking of bumping the price on all my quotes by 20% and offering a 20% discount if recommended hosts are used. Another alternative which I would prefer is just to refuse to work on any other, but I don't think I could get away with that.

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May 12, 2008

I try to rent a vps from today and get this message:

In order to keep security and high quality of our service, all new orders needs to pass our fraud checking screen. In order to pass it, we ask you to email us scanned version of your Photo ID, Passport, Driver's license or your credit card.

Once we receive necessary document(s) we will happily proceed with processing your order.

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May 14, 2008

I wonder any provider still offering Price Match policy?

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May 9, 2008

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Jul 8, 2007

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Nov 14, 2007

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This Connection Falls Under The SBRS Policy.

May 30, 2007

Seems like my IP is blocked by comcast and clear channel. Comcast sucks and do not respond. They have the worst customer service ever. Clear channel is just another monster corporation as well with no concern.

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:
SMTP error from remote mail server after initial connection:
host []:
554 Connection denied
( This connection falls under the SBRS policy.

[url] shows for spam database, only one listed (attached). I went there and the search says:

IP address is listed here as misc.

I have no idea WHO is, but it is not/nor ever was hoste on my box.

How would I resolve this? There is absolutely no contact info on their site.

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Aug 8, 2007

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Nov 2, 2009

We brought a RootServer with Hetzner after being recommended them. We did research on the service and they seemed to get positive review and the fact we are ordering from New Zealand we do not have to pay VAT.

We ordered our EQ 4 Server on 16/09/2009 and it was provisioned on the same day.

We were billed on the 2nd week of October which was fine. In the 3rd week of October the server exceeded 2TB and therefore it was reduced to 10Mbit/s which is fine.

It's now November and we expected the server to return to 100Mbit/s as per the definition on their website stating the following:


Traffic Usage is for free. We will restrict the connection speed to 10 MBit/s if more than 2000 GB/month are exceeded. Optional, a permanent 100 MBit/s-bandwidth will be charged 14,90 € (incl. VAT) per additional TB.

Well of course my monthly bandwidth was reset to 0MB on November 1st and therefore we have not exceeded our usage for the month.

We emailed Hetzner Technicial Support with the following:


Our server EQ 4 #XXXXX exceeded 2TB by roughly 650GB last month and was restricted to 10mbit/s as per Hetzner's policy.

It is now November 2nd and our server still remains restricted to 10mbit/s.

Can Hetzner please have a look into why this is the case and resolve the issue?

We received the following reply from Hetzner


Your network connection has been throttled. Please contact our product advice.
This will tell you everything about your options.

This was not the response I expected, therefore I emailed their Technical Product Advice team with the following:


Our server EQ 4 #XXXXX should not be throttled as it is November now.

Your website states "Traffic Usage is for free. We will restrict the connection speed to 10 MBit/s if more than 2000 GB/month are exceeded."

The Hetzner Robot states our usage is 10GB for the current month. Therefore it should not be throttled as we have not exceeded 2000 GB for the current month.

In turn I received the following response which was very unexpected response by Hetzner


if a server is reduced once it stays "for ever" on 10 mbps or you agree paying overusage over 2 TB for the future with 14.90 Euro/TB or you remove traffic intensive application from server.

I have read and screenshot all their terms and conditions and also system policies which does not state any where that I agreed to stay on 10mbps once going over the 2TB/month.

Since Hetzner Online AG operates out of Germany, And since Germany is a member state of the European Union. It is bound by the Consumer Protection Directives of the European Union.

My question is have I interprated what Hetzner are offering/selling incorrectly or they have mislead me?

If they have mislead me then some of following rights and responsibilities apply, these apply everywhere in the EU.


If the item you bought does not look or function as it was advertised, or if it is not satisfactory, you have the right to have the item replaced at no extra cost or to get your money back if the replacement was not completed in a reasonable time.
If you buy goods that turn out to be faulty, manufacturers must compensate you for any personal injury or damage caused to property.
When you buy goods or services by post, telephone, fax or through the Internet from a professional trader, you have the same rights in relation to guarantees as if you had bought them in a shop.

If they have mislead me I will be asking for a full refund of my last invoice which included setup costs and have no additional charges added to my account as I will be terminating my service with them asap and start searching for a new provider.

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Jun 15, 2008

What's BurstNET's policy on the clients of a reseller incase a resller goes out of business?

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also if i buy from a reseller can i still get direct support from burstNet irrespective of the reseller being or not being in b business?

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