1. How do I create a request?
Submit your cancellation or refund request through the relevant service or order in the customer portal. If you cannot access your account, use the contact form to share your order number, the email address associated with the account and a short description of your request.
When identity and payment matching are required, only information necessary for the transaction is requested. Never include a full card number, CVV, banking password or one-time verification code in any support message.
A short template to prepare your request
You can add the following information to your request in the customer portal. If you are requesting a refund, state this separately from your cancellation request.
Order / service number: …
Request type: Service cancellation / withdrawal / refund review / incorrect charge.
Requested cancellation time: Immediately / at the end of the current term / I do not want to cancel.
Scope: Name of the relevant hosting service, domain, email service or licence.
Description: Your request and any previous reference number.
If you want immediate cancellation, check your backups and dependent services first. The template helps make your request clear; submitting it does not automatically shut down the service or determine the refund outcome.
2. Consumers' right of withdrawal
For the legal framework, consult the official text of the Consumer Protection Law No. 6502 (PDF). Distance contracts are regulated in Article 48.
As a general rule, consumers entering into distance service contracts have the right to withdraw without giving a reason within 14 days of the contract being concluded. The start of this right, how it is exercised, information obligations and exceptions are assessed under current law.
The law provides exceptions for services performed immediately in an electronic environment, intangible goods delivered immediately, and services whose performance begins with the consumer's consent before the withdrawal period ends. The applicability of these exceptions is assessed together with the nature of the service and the consents obtained; an automatic loss of rights is not assumed for all hosting and domain orders.
Rights relating to defective services, incorrect charges and other statutory remedies are separate from the right of withdrawal. This page does not limit consumers' rights under mandatory law.
3. Assessment by service type
Hosting and servers: The service's activation status, period used, pre-contract information, consents obtained and contractual scope are reviewed. If setup, licence or custom configuration fees apply, their nature and refund conditions should have been explained before the order.
Domains: Once registration, transfer or renewal has been completed at the registrar, reversal may be limited by the rules of the extension and registrar. The transaction's completion status is assessed together with the consumer's applicable statutory rights.
Licences and third-party products: Activation, supplier terms and legal rights are taken into account. Sourcing a product from a third party does not automatically remove the provider's legal obligations.
4. Cancelling a service and stopping renewal
Service cancellation and a refund are separate requests. When requesting cancellation, specify whether you want the service to end immediately or at the end of the current term. The effective date and any refund outcome should be confirmed in writing.
Domains, hosting, email and additional licences may be separate services. Cancelling one service may not automatically cancel the others. If automatic renewal is enabled, check the setting for the relevant service separately.
5. Protect your data
Export your website files, databases and email before cancellation. Verify that the backups open and can be used in the new environment. If domain and DNS records affect other services, plan the transition in advance.
Do not assume that data will remain accessible or be retained indefinitely after a service ends. Check the deletion and retention conditions in the relevant service agreement.
6. Review and payment refunds
The request is assessed together with the order, payment, service status and legal conditions. Any further information required and the review outcome are communicated through the registered contact channel. Where a legally valid right of withdrawal or refund exists, the time limits and procedures prescribed by law apply.
Where possible, refunds are made through the original payment method. The time a bank or payment institution takes to credit the account may vary separately. Requests for payment to a different recipient may require account ownership and security verification.
If you made an incorrect or duplicate payment, notify us with the order number and transaction reference before sending another payment.
7. Objections and legal remedies
If you disagree with the review outcome, you can request a reassessment with the previous request number and any additional information. Consumers retain their right to apply to consumer arbitration committees and consumer courts under the statutory conditions.