Cancellation Procedure

IMPORTANT

Please note that, per our terms of service, Rochen does not provide pro rata credit or refunds for any unused portion of a billing cycle. Refunds are only issued within our thirty day money back guarantee.

Cancellation Process: 

Per our Terms of Service, all cancellations should be submitted via the following method: 

  1. Log in to your Rochen customer account: 
  2. Head to the “Account Settings” area of the main menu, and select “Request Cancellation”
  3. Please select the service that you wish to cancel: 
    • IMPORTANT

      Please note that you will need to issue a separate cancellation request for each of the services that you wish to cancel. This includes add-ons such as licenses, IP addresses, etc.

  4. In the last stage we ask for some basic information, for feedback purposes, which takes a very short time to fill out. When done, click on the orange button to submit your cancellation request: 
    • IMPORTANT

      Please avoid asking questions in the cancellation form. If you have a question or concern, we will be happy to address it for you via support ticket.

  5. That’s it! Your service has now been added to our cancellation queue and will be decommissioned at the end of your current billing cycle. 

Cancellation FAQ

Will Rochen provide a refund or credit for the unused portion of my billing cycle?

Per our Terms of service, we do not provide refunds or credits for remaining time in a billing cycle when a cancellation is requested. The only exception is if you are cancelling your first time service within 30 days, and are eligible for our 30 day money back guarantee. 

Where can I find Rochen’s Terms of Service?

Rochen’s Terms of Service can be found here. All customers are given the opportunity to review our Terms of Service before electronically agreeing to them at the time of purchase. Purchase of our service is not possible without this agreement. 

Where can I find a copy of my contract?

Rochen provides service on a billing cycle basis. You are free to cancel and stop using your service at any time, and are not bound to a fixed term contract. However, please refer to the refund question above, in regard to refunds and credits. The legal agreements in place for all accounts, and agreed to upon registration/purchase, can be found in the legal section of our main website

Should I leave questions for the Rochen team in my cancellation request? 

We may not see your cancellation request in time to answer your questions. As such, we advise that you not ask questions in the cancellation form, but rather open a billing or technical support ticket so that we can assist you. 

Can I submit one cancellation request for all of my separate services that I wish to cancel?

You must submit a separate cancellation request for each of the services that you wish to cancel. 

I submitted a cancellation request by mistake! How can I rescind my request?

We can help. Just open a billing support ticket and let us know that you wish to keep the service, and we can remove the cancellation request for you. 

I submitted a request a few days/weeks/months ago. Why does my service still show as active?

At Rochen we do “end of billing cycle” cancellations. This means that your service will remain active through to the end of your current paid billing cycle. At the same time, any future or recurring billing for an active is stopped once your cancellation request is submitted for that service. If you need to have a service cancelled immediately, please open a billing support ticket

Do I need to cancel my Domain Name, even if I’ve submitted a cancellation request for the associated hosting service?

If you wish to cancel your domain name registration, as well as the associated service, you do need to take additional steps. Please see the next question below. 

How do I cancel a domain name?

Domain name cancellations are handled different than cancellation of other services. Please read this article for information about cancelling domain names.  

I want to have someone else take over ownership of my account or service. How do I do this?

Please open a billing support ticket with your request, and our team will let you know your options for switching the service or account to a new owner. 

I’ve read through the procedure and the FAQs, but I still have questions/concerns. 

We will be happy to address any questions or concerns that you have. Please open a technical or billing support ticket to get in touch. 

 

 

Updated on April 28, 2021

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