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Cancel and refunds

You can cancel a plan at any time from its service page. A refund only comes from the 14-day right of withdrawal. For anything else about a charge, open a ticket in the Billing & Refunds category.

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Download your files and backups before your service ends. When it ends, the server is deleted. A final copy is kept for 30 days and you can ask for it with a ticket.

Cancel your plan​

  1. In the store open Servers and click the server.
  2. Click Cancel.
  3. Choose Cancel plan (stop renewal), write a reason and confirm.

What happens next:

  • The plan will not renew and you will not be charged again.
  • It stays fully active until the end of the period you already paid for. The service page shows that date.
  • The current period is not refunded, because you keep the service until it ends.
  • You can turn renewal back on until that date.
  • When the period ends the server is deleted. A final copy of its files is kept for 30 days. Ask for it by opening a ticket.

Monthly and yearly plans are cancelled the same way. After the first 14 days this is the only option.

Withdraw in the first 14 days​

If you ordered as a consumer, you can withdraw from the contract within 14 days of ordering, without giving a reason. Each new purchase, such as a new server, an upgrade or moving from a free plan to a paid one, has its own 14 days.

Who has this right:

  • Consumers in the EU, the EEA (Norway, Iceland, Liechtenstein) and the UK. Your country is the one we establish when you order and pay, from your billing address, the country that issued your payment card and your IP address. If they do not allow us to establish it, the order cannot be completed.
  • Not businesses. If you ordered as a business, with a company name and a valid tax number in your billing details, there is no withdrawal right. A valid tax number means: in Spain, a Spanish tax ID (NIF); elsewhere in the EU, a VAT number that we validated in the EU VIES system; outside the EU, your business tax number. Without one of these you are treated as a consumer.
  • Not customers in other countries. If your country is outside the EU, the EEA and the UK, you will not see the withdrawal link, the start-now box or the withdrawal form. You can still cancel your plan as explained above.

During those 14 days a small note shows "14-day right of withdrawal: available until" a date, with the link Withdraw from contract here. For a game server it is next to the billing details on the service page. For Fenix AI it is on the invoice of the purchase or plan change, in Invoices.

  1. Click Withdraw from contract here.
  2. Check the contract, your name and the email for the confirmation.
  3. Click Confirm withdrawal.

You can also choose Withdraw from the contract (first 14 days) in the Cancel form. It does the same.

What happens next:

  • The service stops now.
  • The refund goes back to the payment method you used, within 14 days.
  • We email you an acknowledgement with a reference.
  • Your server is stopped, not deleted. You can ask for a copy of your files for 14 days.

You can also withdraw by sending us the model withdrawal form, or any clear statement, to support@fenixhost.net within the 14 days. The form is in the order confirmation email and at the end of the Refund Policy.

How much is refunded​

If you have the 14-day right, at checkout there is a box, unticked by default, to ask us to start the service straight away. You cannot pay without ticking it. We save it with each purchase (date, time, IP address and the exact text you accepted), and the order confirmation email shows it.

  • You asked us to start straight away: we keep the part already provided, counted in hours, and refund the rest. Kept = price paid × hours used ÷ hours in the period.
  • We have no record of that request for the purchase: you get the full amount back.

Services ordered before we added the box have no record of that request. When you renew one of them yourself in your client area, you are asked to tick the box before paying. Until you tick it, each renewal can be withdrawn within 14 days of paying it and is refunded in full. Once you tick it, the hours already provided are kept as explained above.

Example: a monthly plan of €15.00 (a 30-day month, 720 hours). You withdraw after 5 days (120 hours). We keep 15.00 × 120 ÷ 720 = €2.50 and refund €12.50. For a plan change, the hours count from the change to the end of the period it paid for.

The link disappears when the 14 days are over. Renewals do not start a new 14-day period, except for services ordered before we added the box, as explained above. The exact rules and an example are in section 1 of the Refund Policy.

Anything else about a charge​

There is no refund button for other cases. If you were charged twice or the wrong amount, charged after your cancellation took effect, or your service does not work as contracted, open a ticket:

  1. Open Create Ticket (fenixhost.net/tickets/create).
  2. Choose the Billing & Refunds department.
  3. Choose the Service and give the invoice number. Never send your full card number.
  4. Explain what happened and click Create.

A person reviews it and replies in the ticket. A charge that was not due is refunded in full. You can also write to support@fenixhost.net. The rules for each case are in the Refund Policy.

Free servers​

Free servers are renewed by hand every 7 days with Renew, and an expired one can be reactivated through the queue. See Get a free server.