Web Hosts Policy for Client Cancellations

[rjbutler]

Please Help

As Web Masters and Web Hosts, I am sure that we all try to do the best for our clients. But I think we all have to face the reality that in spite of our best efforts, we may loose a client to a competitor for one reason or another. We normally ask our clients for at least 30 days notice, and this is usually considered as acceptable. We also offer a redirect page for those 30 days and for any additional time that the client wants to continue paying for to make it easier for their visitors to find their new Web Site location. I am really interested in knowing how other Web Hosts handle clients switching hosting companies. You may respond in this forum if it is appropriate, or you may email me directly at rjbutler@thinktechdesign.com. Thanks!

[Phoenix]

When a shared hosting client cancels their account with us, we only require that they notify us before the end of the billing cycle. Our billing cycles end the last day of the month, so even if we get notified on the 29th, that is enough notice.

For clients who have annual contracts in place (legacy high-speed internet connectivity or Server co-lo) we have different terms for cancelling during or at the end of their contract, that are basically the same as the terms under which we contract for our own services from our transit providers.

If the client wishes to cancel before the end of the current contract, we require 60 days written notice of early cancellation plus one-half of the remaining amount of the contract for cancellation without cause (cause being defined as our failure to provide the services contracted for, and an inability to resolve the situation to the customer's satisfaction). We require 10 days written notice of early cancellation for legitimate cause, we don't charge them any cancellation fees.

if they wish to cancel at the end of the contract, 30 days notice is sufficient, no cause needed, no penalty charged.

We are currently revisiting our contracts and what types of accounts require contracts and what don't. I'd be interested in any feedback that our peers may have.

[Martie]

Hi RJ,
I dropped you an email.
We've fared pretty well without alot of cancellations.
I agree sometimes there are clients that no-one can ever satisfy (I have some cute stories behind that statement!)
I offer a 30day money back guarantee. Any time during that 30days they can cancel, with a full credit back for their acct.
NO REFUNDS are given for domain name registration.
We are a small company and if someone goes past that 30days, I dont refund, unless its some special circumstance, and then I probbaly would do it.
I have had a few clients that OUTgrew their account...if that happens, I seek hosting for them elsewhere, while they remain up on our servers...looks to me like your policy is just fine.
;)

[Tommy]

Hey there,

Sounds like you're practices fall in line with the industry standard for when a client moves on. 30 days notice is the accepted standard.

What sort of policy do you all have if a client pays for a full years hosting upfront and cancels before the twelve months?

[Phoenix]

Originally posted by Tommy
Hey there,

Sounds like you're practices fall in line with the industry standard for when a client moves on. 30 days notice is the accepted standard.

What sort of policy do you all have if a client pays for a full years hosting upfront and cancels before the twelve months?

At our company, once an account is closed, we cut a check for whatever credit balance remains. We don't offer annual prepayment discounts any more, but some customers prefer to pay a lump sum in advance and run a credit.

[yourdomainhost]

For monthly accounts, we officially require cancellation notice 24 hours prior to the new hosting period. Unofficially, we usually give them a refund if they cancel within 2-3 days after the start of the period.

We offer both quarterly and annual prepayment discounts. If someone cancels before the end of the quarter or the year, we recalculate what they would have paid on a monthly basis, and refund the difference -- in essence, we take away the discount and refund the balance.

We don't give refunds for partial months -- it's all or nothing.

We also have the standard 30-day guarantee, and we'll pay their domain name registration fees as long as they register through us and stay with us at least 3 months. If they cancel before 3 months, they're obligated to pay for their domain registration (a whopping $15), even if they exercise the 30 day guarantee.

All refunds are made by the same method the customer used to pay for the account (i.e., if they pay by credit card, we credit their card; if they pay by online check, we credit their checking account; if they pay by mail-in check, we mail them a check.)

James