{"id":1184,"date":"2020-05-29T19:29:31","date_gmt":"2020-05-29T19:29:31","guid":{"rendered":"https:\/\/www.rochen.com\/docs\/?post_type=ht_kb&#038;p=1184"},"modified":"2023-03-16T01:56:08","modified_gmt":"2023-03-16T01:56:08","slug":"cancellation-policy","status":"publish","type":"ht_kb","link":"https:\/\/www.rochen.com\/docs\/documentation\/cancellation-policy\/","title":{"rendered":"Cancellation Policy"},"content":{"rendered":"\n<p>This article outlines our cancellation policy, which applies to all Rochen services.<\/p>\n    \t\t<div class=\"hts-messages hts-messages--alert  hts-messages--withtitle  \"   >\r\n    \t\t\t<span class=\"hts-messages__title\">IMPORTANT<\/span>    \t\t\t    \t\t\t\t<p>\r\n    \t\t\t\t\tPer our <a href=\"https:\/\/www.rochen.com\/legal\/tos\/\">terms of service<\/a>, refunds are only issued within our thirty-day money-back guarantee.     \t\t\t\t<\/p>\r\n    \t\t\t    \t\t\t\r\n    \t\t<\/div><!-- \/.ht-shortcodes-messages -->\r\n    \t\t\n<h3>Automated process to cancel\u00a0<\/h3>\n<ol>\n<li>Log in to your Rochen customer account.\u00a0\n<ul>\n<li><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1171 size-thumbnail\" src=\"https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/mrlogin-150x150.jpg\" alt=\"Log in to My Rochen to cancel a service\" width=\"150\" height=\"150\" srcset=\"https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/mrlogin-150x150.jpg 150w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/mrlogin-50x50.jpg 50w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/mrlogin-60x60.jpg 60w\" sizes=\"auto, (max-width: 150px) 100vw, 150px\" \/><\/li>\n<\/ul>\n<\/li>\n<li>Go to <strong>Account Settings<\/strong> in the main menu, and select <strong>Request Cancellation<\/strong>.\n<ul>\n<li><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1186 size-medium\" src=\"https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel1-145x300.jpg\" alt=\"\" width=\"145\" height=\"300\" srcset=\"https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel1-145x300.jpg 145w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel1-496x1024.jpg 496w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel1-24x50.jpg 24w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel1-29x60.jpg 29w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel1-48x100.jpg 48w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel1.jpg 502w\" sizes=\"auto, (max-width: 145px) 100vw, 145px\" \/><\/li>\n<\/ul>\n<\/li>\n<li>Select the service to cancel:\u00a0\n<ul>\n<li>    \t\t<div class=\"hts-messages hts-messages--alert  hts-messages--withtitle  \"   >\r\n    \t\t\t<span class=\"hts-messages__title\">IMPORTANT<\/span>    \t\t\t    \t\t\t\t<p>\r\n    \t\t\t\t\tYou need to issue a separate cancellation request for each service that you are cancelling. This includes add-ons such as licenses and IP addresses.     \t\t\t\t<\/p>\r\n    \t\t\t    \t\t\t\r\n    \t\t<\/div><!-- \/.ht-shortcodes-messages -->\r\n    \t\t<\/li>\n<li><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium wp-image-1187\" src=\"https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel2-300x232.jpg\" alt=\"\" width=\"300\" height=\"232\" srcset=\"https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel2-300x232.jpg 300w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel2-1024x792.jpg 1024w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel2-768x594.jpg 768w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel2-50x39.jpg 50w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel2-1536x1188.jpg 1536w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel2-2048x1585.jpg 2048w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel2-60x46.jpg 60w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel2-100x77.jpg 100w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/li>\n<\/ul>\n<\/li>\n<li>Provide quick feedback. When done, click on the orange button to submit your cancellation request.\n<ul>\n<li><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1188\" src=\"https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel3-300x248.jpg\" alt=\"\" width=\"450\" height=\"371\" srcset=\"https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel3-300x248.jpg 300w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel3-1024x845.jpg 1024w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel3-768x634.jpg 768w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel3-50x41.jpg 50w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel3-1536x1267.jpg 1536w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel3-2048x1690.jpg 2048w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel3-60x50.jpg 60w, https:\/\/www.rochen.com\/docs\/wp-content\/uploads\/2020\/05\/cancel3-100x83.jpg 100w\" sizes=\"auto, (max-width: 450px) 100vw, 450px\" \/><\/li>\n<li>    \t\t<div class=\"hts-messages hts-messages--alert  hts-messages--withtitle  \"   >\r\n    \t\t\t<span class=\"hts-messages__title\">IMPORTANT<\/span>    \t\t\t    \t\t\t\t<p>\r\n    \t\t\t\t\tIf you have a question or concern, we will happily address it <a href=\"https:\/\/www.rochen.com\/docs\/documentation\/how-to-open-a-support-ticket\/\">via support ticket<\/a>.     \t\t\t\t<\/p>\r\n    \t\t\t    \t\t\t\r\n    \t\t<\/div><!-- \/.ht-shortcodes-messages -->\r\n    \t\t<\/li>\n<\/ul>\n<\/li>\n<li>Your service will be added to our cancellation queue and decommissioned at the end of your current billing cycle.<\/li>\n<\/ol>\n<h3>Cancellation FAQ<\/h3>\n<h4>Where can I find Rochen&#8217;s Terms of Service?<\/h4>\n<p>Rochen&#8217;s Terms of Service can be found <a href=\"https:\/\/www.rochen.com\/legal\/tos\/\">here<\/a>. You can 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.\u00a0<\/p>\n<h4>Will Rochen provide a refund or credit for the unused portion of my billing cycle?<\/h4>\n<p>We do not provide refunds or credits. The only exception is if you cancel your first-time service within 30 days and are eligible for our money-back guarantee. To fully use your paid time, we can update your primary domain name if you have another site or project that can use the allocated resources.<\/p>\n<h4>Where can I find a copy of my contract?<\/h4>\n<p>We provide service on a billing cycle basis. <span style=\"background-color: #e1bee7;\">P<\/span>lease refer to the refund question above regarding refunds and credits. The terms in place for all services at the time of purchase can be found in <a href=\"https:\/\/www.rochen.com\/legal\/\">the legal section of our main website<\/a>.\u00a0<\/p>\n<h4>Should I leave questions for the Rochen team in my cancellation request?\u00a0<\/h4>\n<p>No. We may not see your cancellation request in time to answer your questions. Instead, please <a href=\"https:\/\/www.rochen.com\/docs\/documentation\/how-to-open-a-support-ticket\/\">open a billing or technical support ticket<\/a> so we can help.\u00a0<\/p>\n<h4>Can I submit one cancellation request for all the services I wish to cancel?<\/h4>\n<p>No. You must submit a separate cancellation request for each service you want to cancel.\u00a0<\/p>\n<h4>I submitted a cancellation request by mistake! Can I rescind my request?<\/h4>\n<p>Yes. O<a href=\"https:\/\/www.rochen.com\/docs\/documentation\/how-to-open-a-support-ticket\/\">pen a billing support ticket<\/a> to inform us that you wish to keep the service, and we can remove the cancellation request.<\/p>\n<h4>I submitted a request a few days\/weeks\/months ago. Why does my service still show as active?<\/h4>\n<p>We do &#8220;end of billing cycle&#8221; cancellations. Your service will remain active until your current paid billing cycle ends. To have a service cancelled immediately, please <a href=\"http:\/\/open a ticket\" data-wplink-url-error=\"true\">open a billing support ticket<\/a>.\u00a0<\/p>\n<h4>Do I need to cancel my domain name, even if I&#8217;ve submitted a cancellation request for the associated hosting service?<\/h4>\n<p>You do. There is a separate procedure to cancel your domain name registration. Please see the next question.<\/p>\n<h4>How do I cancel a domain name?<\/h4>\n<p>\u00a0Please read <a href=\"https:\/\/www.rochen.com\/docs\/documentation\/cancelling-a-domain-name-registration\/\">this article<\/a> for information about cancelling domain names.\u00a0\u00a0<\/p>\n<h4>I want someone else to take over ownership of my account or service. How do I do this?<\/h4>\n<p>When you open a billing support ticket with your request, our team lets you know your options for switching the service or account to a new owner.\u00a0<\/p>\n<h4>I&#8217;ve read through the procedure and FAQs but still have questions\/concerns.\u00a0<\/h4>\n<p>We are happy to address any questions or concerns that you have. Please open a technical or billing support ticket to get in touch.<\/p>\n<p>\u00a0<\/p>\n<p>\u00a0<\/p>\n\n\n","protected":false},"excerpt":{"rendered":"<p>This article outlines our cancellation policy, which applies to all Rochen services. Automated process to cancel\u00a0 Log in to your Rochen customer account.\u00a0 Go to Account Settings in the main menu, and select Request Cancellation. Select the service to cancel:\u00a0 Provide quick feedback. When done, click on the orange button&#8230;<\/p>\n","protected":false},"author":2,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[22,18,23,17,24,21],"ht-kb-tag":[92,456,200,457,459,458],"class_list":["post-1184","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-premium-web-hosting-one-site","ht_kb_category-my-rochen","ht_kb_category-premium-web-hosting-multiple-sites","ht_kb_category-billing","ht_kb_category-premium-web-hosting-reseller","ht_kb_category-legacy-reseller","ht_kb_tag-cancel","ht_kb_tag-cancelation","ht_kb_tag-cancellation","ht_kb_tag-conract","ht_kb_tag-terminate-service","ht_kb_tag-terms-of-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Cancellation Policy - Rochen Documentation<\/title>\n<meta name=\"description\" content=\"You can cancel your Rochen plan anytime. 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