There are two different ways to stop, and they have different results.
- Cancelling stops your subscription renewing. You keep the service until the end of the period you have already paid for.
- Withdrawing is a consumer's legal right to withdraw from the contract during a 14-day period. From our Terms (section 5): "If you are a consumer entering a distance contract, you have a 14-day withdrawal right and can cancel without giving a reason."
Both are for the account owner and its billing contact (see Team roles).
The free trial and the withdrawal period
From the Terms (section 5): "Every subscription starts with a 14-day free trial, so we set your service up straight away and nothing is charged while your withdrawal period is running. If you withdraw within 14 days you pay nothing, and we refund anything already taken within 14 days of your withdrawal."
At checkout we say: "Cancel during the free trial and you are never charged."
Cancel your subscription
- Open Settings → Billing. In the Subscription panel, choose Cancel subscription.
- Read what cancelling means. The page lists it:
- "You keep access until the end of the period you have already paid for."
- "We do not automatically refund past periods, domain fees, or usage already consumed (Terms §13)."
- "On termination or non-renewal we give you a reasonable opportunity to export your site files, database exports, DNS zone information and domain transfer information, where technically and legally possible (Terms §8)."
- Tick "I understand cancellation stops future renewals and that past periods are not automatically refunded."
- Choose Cancel my subscription. Changed your mind? Keep my subscription takes you back.
You return to the Billing page with "Your subscription is cancelled and will not renew. You keep access until" and the date. The header then shows Cancelled (or Cancels and the date) and Access until.
Before the date, export what you want to keep: Export your data first on the cancel page takes owners and administrators to the export on the Profile page. See Your profile, language and data export.
From the Terms (section 13): "Cancellation stops future renewals; it does not automatically refund past periods, domain fees, consumed usage, or completed work unless required by law or stated in the order. This does not affect a consumer's separate 14-day withdrawal right under section 5."
Note: From the Terms (section 13): "If you are a consumer and your subscription has renewed automatically, you may terminate it at any time from that point with no more than one month's notice, whatever the length of the renewed period." To use this, contact us: Cancel subscription in the portal stops the next renewal only.
Resume a cancelled subscription
Until the paid period ends, you can take the cancellation back.
- Open Settings → Billing and choose Resume subscription.
- The confirmation says it renews on the same date "as before, at the price on your plan. Nothing is charged today." Choose Resume subscription.
If our payment provider can't be reached, nothing changes and the page tells you the date your subscription still ends. Try again a few minutes later. Once the period has ended, start again by choosing a plan.
Withdraw from the contract
You can reach Withdraw from contract here from the bottom of the portal's navigation, from the Subscription panel on the Billing page, from the cancel page, and from the footer of our website.
- Open Withdraw from contract here. The page shows the contract it applies to.
- Check Your name and Your email address; we send the confirmation of receipt to that address. Anything you want to add is optional: "You never have to give a reason".
- Choose Continue.
- Under Check what you are sending, read it through, then choose Confirm withdrawal. To fix something, choose Go back and change something.
The page then says: "We received your withdrawal on" the date and time, "and sent a confirmation to" your address. "Nothing else is needed from you." If the account has a different billing email address, it gets a copy.
From the Terms (section 5): "Your withdrawal is effective if you send it before the withdrawal period ends." The function is not the only way: the Terms also accept "a clear statement by email to the withdrawal/legal contact in the "Who we are" panel" or the EU model withdrawal form printed in section 5. "You do not have to give a reason, and any clear statement is enough."
Note: On an account with several people, only the owner or the billing contact can withdraw. Anyone else sees: "Only the account owner or its billing contact can withdraw from the contract. Ask them to do it from this page."
Closing your account is something else
Close account… on the Profile page does more than stop a renewal: it "cancels your subscription, takes any sites you host with us offline, and permanently erases your account and personal data. It can't be undone." Only the owner can do it. See Your profile, language and data export.