Web Hosts Policy for Client Cancellations
Please Help
As Web Masters and Web Hosts, I am sure that we all try to do the best for our clients. But I think we all have to face the reality that in spite of our best efforts, we may loose a client to a competitor for one reason or another. We normally ask our clients for at least 30 days notice, and this is usually considered as acceptable. We also offer a redirect page for those 30 days and for any additional time that the client wants to continue paying for to make it easier for their visitors to find their new Web Site location. I am really interested in knowing how other Web Hosts handle clients switching hosting companies. You may respond in this forum if it is appropriate, or you may email me directly at [email protected]. Thanks!
Brian Farkas posted this at 05:30 — 30th May 2001.
They have: 1,015 posts
Joined: Apr 1999
Hi rjbutler,
I noticed that you have not received any replies as of yet... I can't speak for other hosting companies, but as far as InterSurge is concerned:
We allow our customers to cancel at any time, without notice, so long as they pay any remaining balance on their account. I could see asking for 30 day notice on dedicated clients, but we decided that it was not necessary for virtual hosting clients.
Usually, if a client is going to cancel hosts, he/she should be encouraged to switch hosts FIRST (including files and DNS transfers) and tell your old host LATER. Why? While we wouldn't ever hold a grudge on a customer that decides we weren't right for them, there are quite a few "bad" hosting companies who would. Completing the DNS transfer before telling your old host is advisable, just to insure that the customer is not treated badly by the old hosting company. However, the customer certainly SHOULD notify the hosting company as soon as their web site is transferred, and pay any remaining hosting fees for the period.
I've had one or two clients in the past who have left WITHOUT NOTICE, and they expect us to somehow be aware that they are no longer using their account. This almost always ends up as a problem for both parties, as the hosting account is still using up resources, and the charges keep piling up. It usually ends with the account being suspended and, if it is a significant account balance, the client could either be referred to a collection agency or have a suit brought against them.
In case you're still interested, here is our "official" cancellation policy:
Jaiem posted this at 12:50 — 30th May 2001.
They have: 1,191 posts
Joined: Apr 1999
It seems that hosts who require 30 days written notice before cancelling are the ones who get the most flames.
I agree about the dedicated server but for virtual/shared hosting I don't think it's necessary.
Want to join the discussion? Create an account or log in if you already have one. Joining is fast, free and painless! We’ll even whisk you back here when you’ve finished.