How to cancel a service or claim the money-back guarantee

Hosting plans carry a 30-day money-back guarantee. If the service is not right, request a refund within 30 days of purchase and you get your money back — there is no retention call and no fee for leaving.

Two exclusions are worth knowing before you buy rather than after. Domains are excluded, because registration fees are paid to the registry the moment a domain is registered and cannot be recovered by anyone. VPS and dedicated capacity is assessed case by case, since the hardware is provisioned specifically for you.

Before you start

• Export your data first. Cancellation begins a process that eventually deletes it, and the backups go with it.
• If a domain is involved, request the authorisation code before cancelling the hosting, so the domain can move somewhere else.
• Decide between immediate cancellation and end-of-term. End-of-term keeps the service running for what you already paid for.

Steps

1. Log in to the client portal at portal.hostpowr.com.
2. Open Services → My Services and select the service.
3. Click Request Cancellation.
4. Choose Immediate or End of Billing Period.
5. Give a brief reason — this is genuinely read, and it is the main way we find out what is not working.
6. For a refund under the 30-day guarantee, open a billing ticket in the same visit rather than assuming cancellation triggers it.

Check that it worked

• The service shows as Pending Cancellation or Cancelled in My Services.
• You receive a confirmation email. If it does not arrive, the request did not go through — check rather than assume.
• For a refund, expect confirmation of the amount and the method it is returning to.

If it goes wrong

You cancelled but still want the data

Contact support immediately. Data is recoverable for a short window after cancellation, and that window is measured in days rather than weeks. The sooner you ask, the more likely the answer is yes.

A domain registered with the service

Domains are separate from hosting and do not cancel with it. Request the authorisation code and transfer the domain to another registrar before the hosting ends, or you may lose control of the name.

The refund has not appeared

Payments are processed by Paddle as merchant of record, and refunds return through the same route, which typically takes 5 to 10 business days depending on your bank. If it has been longer, send us the invoice number.

You can export everything at any time, not just when leaving. Full backups are available on request, and domain authorisation codes are released the same day you ask, without a fee or a retention call.

If you are cancelling because something did not work, a ticket first is often faster than a migration. The engineers who run the infrastructure answer tickets within two hours, and a fair number of cancellations turn out to be a fixable configuration problem.