Termination, Suspension, and Service Cancellation Policy Print

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Termination, Suspension, and Service Cancellation Policy
Published: 15.05.2024 (v24.05.15)


1. Invoice and Suspension Policy

  • Outstanding Invoices: Any service with outstanding invoices for at least 1 day will automatically be suspended at midnight on the 1st day. This suspension may result in restricted access to the service.
  • Late Fee: A late fee of 15% of the invoice sum will be applied on the first due date if the invoice remains unpaid.
  • Payment Reminders: Customers will receive reminders prior to the due date to encourage timely payment and avoid service interruptions.

2. Service Termination Policy

  • Automatic Termination: Any service with outstanding invoices for at least 2 days will be automatically terminated at midnight on the 2nd day. Termination will result in the permanent loss of all data on the service.
  • Data Recovery: Once terminated, data recovery is not guaranteed. Customers are advised to regularly back up their data to prevent loss.
  • Reactivation Fee: To reopen or restore cancelled services that have been removed or deleted due to non-payment, a fee of €150 will be charged.

3. Service Cancellation Policy

  • Cancellation Requests: All cancellation requests must be made through our customer portal. Requests made directly via email will not be processed.
  • Cancellation Process: To request a cancellation, log in to your account, click on your service, and press the "Request Cancellation" button on the left sidebar. You can choose to cancel at the end of the billing cycle or immediately.
  • Outstanding Bills: Cancellation of service will automatically credit any outstanding bills for the service that have not yet reached the due date. The service will then be removed from your account after the current billing cycle.

4. Advance Notice and Persistent Violations

  • Preferred Notice Period: We kindly request that you notify us of your intent to cancel at least 2 weeks before the end of your service period. This advance notice helps us manage resources and plan for service transitions smoothly.
  • Consequences of Non-Compliance: Persistent violations, such as failing to notify us in advance of service cancellation, may result in refusal of future services or a fine of €50.

5. Chargebacks

  • Policy Violation: If a customer initiates a chargeback for an active or expired service that has been provided without prior communication, this will be considered a violation of our policy.
  • Account Closure: The customer's account will be closed, and all active services will be terminated. The chargeback will be disputed from our end, and no refund will be issued.

6. Additional Terms

  • Service Quality: We strive to maintain a high standard of service. However, we are not responsible for service interruptions caused by factors beyond our control, including but not limited to natural disasters, technical failures, or actions by third-party providers.
  • Customer Responsibilities: Customers are responsible for maintaining accurate contact information and ensuring that their payment methods are up-to-date to avoid service interruptions.
  • Support: Our support team is available to assist with any issues or questions related to our services. Please contact us through the customer portal for timely assistance.

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