Cancellation Procedure

IMPORTANT

Per our terms of service, refunds are only issued within our thirty-day money-back guarantee.

Cancellation Process: 

  1. Log in to your Rochen customer account. 
  2. Go to Account Settings in the main menu, and select Request Cancellation.
  3. Select the service to cancel: 
    • IMPORTANT

      You need to issue a separate cancellation request for each service that you are cancelling. This includes add-ons such as licenses and IP addresses.

  4. Provide quick feedback. When done, click on the orange button to submit your cancellation request.
    • IMPORTANT

      If you have a question or concern, we will happily address it via support ticket.

  5. Your service will be added to our cancellation queue and decommissioned at the end of your current billing cycle.

Cancellation FAQ

Where can I find Rochen’s Terms of Service?

Rochen’s Terms of Service can be found here. All customers have 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. 

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

We do not provide refunds or credits. 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. To fully use your paid time, we will be happy to update your primary domain name if you have another site or project that can use the allocated resources. 

Where can I find a copy of my contract?

We provide service on a billing cycle basis. Please refer to the refund question above regarding refunds and credits. The terms 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. Instead, we recommend that you open a billing or technical support ticket so we can help. 

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

You must submit a separate cancellation request for each service you want to cancel. 

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

We can help. Open a billing support ticket to 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 until your current paid billing cycle ends. 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?

You need to take additional steps if you wish to cancel your domain name registration in addition to the hosting service. Please see the next question below. 

How do I cancel a domain name?

 Please read this article for information about cancelling domain names.  

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

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 August 22, 2022

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