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Cancel and refunds

You can cancel a plan at any time from its service page. A refund only comes from the 14-day right of withdrawal. For anything else about a charge, open a ticket in the Billing / Refunds category.

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Download your files and backups before your service ends. When it ends, the server is deleted. A final copy is kept for 30 days and you can ask for it with a ticket.

Cancel your plan​

  1. In the store open Servers and click the server.
  2. Click Cancel.
  3. Choose Cancel plan (stop renewal), write a reason and confirm.

What happens next:

  • The plan will not renew and you will not be charged again.
  • It stays fully active until the end of the period you already paid for. The service page shows that date.
  • The current period is not refunded, because you keep the service until it ends.
  • You can turn renewal back on until that date.
  • When the period ends the server is deleted. A final copy of its files is kept for 30 days. Ask for it by opening a ticket.

Monthly and yearly plans are cancelled the same way. After the first 14 days this is the only option.

Withdraw in the first 14 days​

If you ordered as a consumer, you can withdraw from the contract within 14 days of ordering, without giving a reason. Each new purchase, such as a new server, an upgrade or moving from a free plan to a paid one, has its own 14 days.

During those 14 days the service page shows a small note next to the billing details, "14-day right of withdrawal: available until" a date, with the link Withdraw from contract here.

  1. Click Withdraw from contract here.
  2. Check the contract, your name and the email for the confirmation.
  3. Click Confirm withdrawal.

You can also choose Withdraw from the contract (first 14 days) in the Cancel form. It does the same.

What happens next:

  • The service stops now.
  • When you order you ask us to start the service straight away, so we keep the part already provided, counted in hours, and refund the rest.
  • The refund goes back to the payment method you used, within 14 days.
  • We email you an acknowledgement with a reference.
  • Your server is stopped, not deleted. You can ask for a copy of your files for 14 days.

The link disappears when the 14 days are over. Renewals do not start a new 14-day period. The exact rules and an example are in section 1 of the Refund Policy.

Anything else about a charge​

There is no refund button for other cases. If you were charged twice or the wrong amount, charged after your cancellation took effect, or your service does not work as contracted, open a ticket:

  1. Open Create Ticket (fenixhost.net/tickets/create).
  2. Choose the Billing / Refunds department.
  3. Choose the Service and give the invoice number. Never send your full card number.
  4. Explain what happened and click Create.

A person reviews it and replies in the ticket. A charge that was not due is refunded in full. You can also write to support@fenixhost.net. The rules for each case are in the Refund Policy.

Free servers​

Free servers are renewed by hand every 7 days with Renew, and an expired one can be reactivated through the queue. See Get a free server.