Cancellation Policy

Effective Date: December 20, 2024

1. Overview

This Cancellation Policy explains how to cancel HostJamstack services provided by DRP Solutions ltd, what happens when you cancel, and your rights and obligations during the cancellation process. Different services have different cancellation procedures and effects based on their nature and billing model.

Company Information

DRP Solutions ltd
Company number: 208392740
Address: Trakia, bl 216, Vh B, ap 8, Plovdiv, Bulgaria
Email: support@hostjamstack.com
Website: hostjamstack.com

2. Service Categories and Cancellation

HostJamstack offers three main categories of services with different cancellation policies:

• Hosting Services (Monthly/Annual subscriptions)
• Support Packages (One-off services)
• Domain Services (Annual registrations)

3. Hosting Services Cancellation

3.1 Hosting Plans

• Growth Plan: €10/month
• Pro Plan: €20/month
• Enterprise Plan: Custom pricing

3.2 How to Cancel Hosting Services

Self-Service Cancellation:

1. Log into your HostJamstack dashboard
2. Navigate to "Account Settings" → "Billing"
3. Select the hosting plan you wish to cancel
4. Click "Cancel Subscription"
5. Follow the confirmation prompts
6. You will receive email confirmation of cancellation

Email Cancellation:

1. Send cancellation request to support@hostjamstack.com
2. Subject line: "Hosting Cancellation - [Account Email]"
3. Include:
   • Account email address
   • Hosting plan name
   • Reason for cancellation (optional)
   • Requested cancellation date

3.3 Cancellation Timing and Effects

Immediate vs. End-of-Billing-Period:

• Immediate Cancellation: Service stops immediately, no prorated refunds
• End-of-Billing-Period: Service continues until current billing period ends (recommended)

Monthly Subscriptions:

• Cancellation takes effect at the end of current billing cycle
• No prorated refunds for partial months
• Access continues until billing period expires
• Auto-renewal is disabled upon cancellation
• Refund eligibility: Within 48 hours (see Refund Policy for details)

Annual Subscriptions:

• Cancellation takes effect at end of annual term
• Prorated refunds available only within first 30 days (720 hours) - see Refund Policy
• After 30 days, service continues until annual term expires

3.4 What Happens After Cancellation

Data Retention:

• Website files and databases remain accessible for 30 days after cancellation
• After 30 days, all data is permanently deleted
• We recommend downloading backups before cancellation

Domain Impact:

• Custom domains remain pointed to your site during the 30-day grace period
• After 30 days, domains will show a "site not found" error
• You must update DNS records to point elsewhere before the grace period ends

Project Status:

• All hosting projects are marked as "cancelled"
• Deployments and builds are disabled immediately upon cancellation
• Git repository connections are maintained during grace period

3.5 Reactivation

Within 30 Days:

• Hosting can be reactivated by resuming subscription
• All data and settings are restored
• No setup fees apply

After 30 Days:

• New hosting setup required
• All previous data is permanently lost
• Standard setup process applies

4. Support Packages Cancellation

4.1 Support Package Types

• Tiny Tweak: €10 (single hosting task)
• Quick Fix: €25 (small setup fixes)
• First Deploy: €50 (repo to production)
• Launch Pack: €100 (polished go-live)
• Migration Mini: €250 (small site migration)

4.2 Cancellation Before Work Begins

Full Cancellation Available:

• Support packages can be cancelled before work begins
• Full refund available (see Refund Policy)
• No cancellation fees apply

How to Cancel:

1. Email support@hostjamstack.com immediately
2. Subject: "Support Package Cancellation - [Order Number]"
3. Include order number and reason for cancellation
4. Cancellation must be requested before work commences

4.3 Cancellation After Work Begins

Limited Cancellation Options:

• Once work has started, cancellation may not be possible
• Partial refunds may be available based on work completed
• See Refund Policy for specific terms

Work Already Completed:

• Completed work cannot be cancelled
• You retain access to all delivered work
• No refunds for satisfactorily completed work

4.5 Cancellation Fees for In-Progress Work

Progressive Cancellation Fees:

• Work not started: No cancellation fee (full refund available)
• Work in progress: 30% cancellation fee applied to package price
• Work delivered for review: 70% cancellation fee applied to package price
• Work completed/accepted: Non-refundable

Fee Calculation:

Cancellation fees are deducted from the original package price before any refund is processed.

4.4 Included Hosting Periods

Some support packages include hosting periods:

• First Deploy: 3 months hosting included
• Launch Pack: 12 months hosting included
• Migration Mini: 12 months hosting included

Cancelling Included Hosting:

• Included hosting can be cancelled using standard hosting cancellation procedures
• No refunds for unused portions of included hosting
• Standard 30-day data retention applies

5. Domain Registration Cancellation

5.1 Domain Cancellation Limitations

Important Notice:

Domain registrations are generally non-cancellable once successfully registered due to immediate processing with domain registries.

5.2 Limited Cancellation Scenarios

Cancellation Possible Only For:

• Registrations cancelled within 24 hours (AND domain not yet activated)
• Technical errors preventing domain registration
• Duplicate registrations due to system errors

Anti-Abuse Policy:

Domain tasting (repeated or high-volume cancellations within the 24-hour window) is prohibited. If we determine domain tasting has occurred, refunds may be denied in full or reduced by a processing fee.

How to Request Domain Cancellation:

1. Email support@hostjamstack.com within 24 hours
2. Subject: "Domain Cancellation Request - [Domain Name]"
3. Include domain name and detailed reason
4. Provide order/invoice number

5.3 Auto-Renewal Cancellation

Disabling Auto-Renewal:

• Auto-renewal can be disabled at any time
• Domain will expire at the end of current registration period
• No refunds for current registration period

How to Disable Auto-Renewal:

1. Log into your HostJamstack dashboard
2. Navigate to "Domains" section
3. Select the domain
4. Toggle off "Auto-Renewal"
5. Confirm the change

5.4 Domain Transfer as Alternative

If cancellation is not possible, consider:

• Domain Transfer: Move domain to another registrar
• Domain Parking: Keep registration but stop using domain
• Let Expire: Disable auto-renewal and let domain expire naturally

6. Cancellation Process and Timelines

6.1 Processing Times

Self-Service Cancellations:

• Immediate processing for hosting services
• Confirmation email sent within 15 minutes
• Changes take effect at next billing cycle

Email Cancellations:

• Initial response within 24-48 hours
• Processing completed within 2-3 business days
• Confirmation email with effective date

6.2 Cancellation Confirmation

All cancellations include:

• Email confirmation with cancellation details
• Effective date of service termination
• Data retention timeline
• Next steps and recommendations

6.3 Cancellation Deadlines

To Avoid Next Billing Cycle:

• Monthly plans: Cancel at least 24 hours (1 day) before renewal date
• Annual plans: Cancel at least 168 hours (7 days) before renewal date
• Domain renewals: Cancel auto-renewal at least 720 hours (30 days) before expiration

7. Account Closure

7.1 Full Account Closure

Important: No Refunds After Account Closure

If eligible for a refund, you must request it prior to account closure. Once your account is closed, you will no longer be eligible for refunds as otherwise permitted under our Refund Policy.

What Account Closure Includes:

• Cancellation of all active services
• Deletion of all account data after retention periods
• Closure of billing account
• Removal of payment methods

How to Close Account:

1. Cancel all active services first
2. Email request to support@hostjamstack.com
3. Subject: "Account Closure Request"
4. Account will be closed after all services are cancelled and retention periods expire

7.2 Data Export Before Closure

Recommended Actions:

• Download all website files and databases
• Export DNS records and configurations
• Save important account information
• Update domain DNS records if applicable

7.3 Account Closure Effects

Permanent Actions:

• All account data permanently deleted
• Email address becomes available for new registrations
• Previous invoices and billing history removed
• No reactivation possible after closure

8. Cancellation Fees and Charges

8.1 Standard Cancellation Fees

No Cancellation Fees For:

• Hosting services (monthly or annual)
• Support packages cancelled before work begins
• Domain auto-renewal disabling

8.2 Potential Charges

You May Be Charged For:

• Outstanding usage overages
• Completed support package work
• Administrative fees for complex cancellations
• Payment processing fees (non-refundable)
• Cancellation fees for in-progress support packages (30-70% as detailed above)

Administrative and Processing Fees:

We reserve the right to charge reasonable administrative or processing fees for:

• Tasks performed outside normal service scope
• Additional time/costs incurred due to non-compliance with terms
• Complex cancellation requests requiring manual processing
• Chargeback processing and dispute resolution

8.3 Final Billing

Final Invoice May Include:

• Prorated charges for partial service periods
• Outstanding usage charges
• Any applicable administrative fees
• Credits for prepaid unused services (where applicable)

9. Special Circumstances

9.1 Involuntary Cancellation

We May Cancel Services For:

• Terms of Service violations
• Non-payment of invoices
• Fraudulent activity
• Legal requirements

Process:

• Email notification before cancellation (when possible)
• Opportunity to resolve issues
• Immediate cancellation for serious violations
• Standard data retention periods apply

9.2 Service Discontinuation

If We Discontinue a Service:

• 60 days advance notice via email
• Assistance with migration to alternatives
• Prorated refunds for unused portions
• Extended data retention for migration

9.3 Emergency Cancellations

For Urgent Situations:

• Call our emergency support line (if available)
• Email with "URGENT" in subject line
• Immediate processing for security issues
• Standard policies may be waived for emergencies

10. European Consumer Rights

10.1 EU Consumer Protection

Additional Rights for EU Consumers:

• 14-day "cooling off" period for distance sales
• Right to cancel certain services without reason
• Enhanced protection under EU consumer law
• Right to dispute resolution through EU ODR platform

10.2 Withdrawal Rights

14-Day Withdrawal Period:

• Applies to hosting services (not domains)
• Full refund if cancelled within 14 days
• May not apply if service delivery has begun with your consent

10.3 Digital Services Exception

Important Note:

If you explicitly request immediate service delivery, you may waive your 14-day withdrawal right for digital services.

11. After Cancellation

11.1 Data Recovery

Limited Recovery Options:

• Data recovery may be possible within 30 days (fees apply)
• No guarantees of successful recovery
• Must be requested via email to support@hostjamstack.com

11.2 Reactivation Process

To Reactivate Services:

• Contact support within 30 days of cancellation
• Original pricing may not be available
• New setup may be required for some services
• All terms and conditions apply to reactivated services

11.3 References and Recommendations

We Can Provide:

• Service usage summaries
• Migration assistance documentation
• Recommendations for alternative providers
• Technical specifications for your setup

11.4 Abuse Prevention and Account Standing

Cancellations and refunds may be denied or restricted for accounts with:

• Previous Terms of Service violations
• History of excessive cancellation/refund requests (potential abuse)
• Outstanding balances or disputes
• Suspected fraudulent activity
• Pattern of domain tasting or service abuse

Abuse Prevention:

We monitor for patterns of abuse including but not limited to:

• Repeated short-term subscriptions followed by immediate cancellations
• High-volume domain registrations with frequent cancellations within grace periods
• Excessive support requests followed by cancellation demands
• Chargebacks followed by new account creation

12. Dispute Resolution

12.1 Cancellation Disputes

If You Disagree With Cancellation Terms:

1. Contact support@hostjamstack.com immediately
2. Provide detailed explanation of dispute
3. Include relevant documentation
4. Allow 5-7 business days for review

12.2 Escalation Process

If Initial Resolution Fails:

• Request escalation to management team
• Provide additional documentation if needed
• Consider mediation services
• EU consumers can use EU ODR platform

12.3 Legal Resolution

Final Resort Options:

• Arbitration in Plovdiv, Bulgaria
• Legal proceedings under Bulgarian law
• EU consumer protection agencies (for EU residents)

13. Policy Updates

13.1 Changes to Cancellation Policy

We May Update This Policy:

• 30 days advance notice via email
• Website announcement of changes
• Changes apply to future cancellations only
• Existing cancellation requests processed under original terms

13.2 Grandfathering

Existing Customers:

• Cancellation terms from original signup date apply
• New terms apply to service renewals or upgrades
• Significant changes require explicit consent

14. Contact Information

14.1 Cancellation Requests

Email: support@hostjamstack.com
Subject Format: "Cancellation Request - [Service Type] - [Account Email]"
Response Time: 24-48 hours

14.2 Emergency Cancellations

For Urgent Security Issues:
Email: support@hostjamstack.com (mark as URGENT)
Response Time: Within 4 hours during business hours

14.3 General Questions

Address: DRP Solutions ltd, Trakia, bl 216, Vh B, ap 8, Plovdiv, Bulgaria
Website: hostjamstack.com
Support Portal: Available through customer dashboard

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15. Quick Reference Summary

15.1 Cancellation Timeframes

Hosting Services:

• Monthly plans: 48 hours for refund eligibility
• Annual plans: 30 days (720 hours) for prorated refunds
• Cancellation takes effect at end of billing cycle

Support Packages:

• Before work starts: Full refund available
• Work in progress: 30% cancellation fee
• Work delivered for review: 70% cancellation fee
• Work completed: Non-refundable

Domain Services:

• Generally non-refundable once registered
• 24-hour window for technical issues only
• Auto-renewal can be disabled anytime

EU Consumers:

• 14-day withdrawal right for hosting services
• Does not apply to domains or completed support work

16. Important Reminders

16.1 Before You Cancel

• Download all important data and files
• Update DNS records for domains
• Export configurations and settings
• Review refund eligibility (see Refund Policy)
• Consider downgrading instead of cancelling

16.2 Cancellation Best Practices

• Cancel at least 24-48 hours before renewal dates
• Keep confirmation emails for your records
• Monitor email for important notices during transition
• Test alternative solutions before cancelling

16.3 Alternative Options

Before cancelling, consider:

• Downgrading to a lower-tier plan
• Pausing services temporarily (where available)
• Transferring to another account holder
• Migrating to a different service type

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Last updated: December 20, 2024

This Cancellation Policy is designed to provide clear guidance on service cancellation while protecting both customer and business interests. It complies with applicable consumer protection laws and industry standards.