# Cancel, resume or withdraw

> Cancelling stops the next renewal. Withdrawing is a consumer's 14-day right to withdraw from the contract. How to do each and how to resume.

Source: https://veldhost.eu/docs/cancel-or-withdraw

Last verified: 2026-11-12

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](https://veldhost.eu/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](https://veldhost.eu/docs/roles-and-permissions)).

## The free trial and the withdrawal period

From the [Terms](https://veldhost.eu/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

1. Open [Settings → Billing](https://manage.veldhost.eu/portal/billing). In the **Subscription** panel, choose **Cancel subscription**.
2. 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)."
3. Tick "I understand cancellation stops future renewals and that past periods are not automatically refunded."
4. 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](https://veldhost.eu/docs/your-account).

From the [Terms](https://veldhost.eu/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](https://veldhost.eu/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](https://veldhost.eu/contact): **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.

1. Open [Settings → Billing](https://manage.veldhost.eu/portal/billing) and choose **Resume subscription**.
2. 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.

1. Open [Withdraw from contract here](https://manage.veldhost.eu/portal/withdraw). The page shows the contract it applies to.
2. 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".
3. Choose **Continue**.
4. 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](https://veldhost.eu/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](https://veldhost.eu/docs/your-account).

## Related

- [Invoices, payment and VAT](https://veldhost.eu/docs/invoices-and-vat)
- [Your profile, language and data export](https://veldhost.eu/docs/your-account)
- [Terms, the DPA and your compliance record](https://veldhost.eu/docs/compliance-and-dpa)