Topics/Knowledge Base/The fine print

Cancellation and refund policy

Tyson Acker
posted this on April 11, 2012, 13:04

The policy for Cancellations and Refunds is pretty simple. You can cancel Hover services at any time simply by turning off the auto-renew feature and allowing your domain name to expire. You can find instructions for turning auto-renew on or off by clicking here.

Refunds are a bit more complicated. Processing of refunds with an immediate cancellation of services will need to be taken care of by Hover customer service. You can contact us by email at help@hover.com or by phone at 1-866-731-6556.

We will provide refunds for unused services, minus our cost of goods. If you have just registered the domain name, we can delete the domain name and provide a full refund within the first 5 days only. After 5 days, the registration of the domain name is finalized by the registry. This means that the domain registry will not return the registration fees and so we cannot provide a refund for the domain registration or any future renewals of the domain name. Country-code domain extensions (such as .es, .eu, and .uk) may have different deletion policies and cannot be refunded.

Note: Deletion policies are set by each domain registry, not by Hover, and are subject to change at any time.

Email addresses can be canceled at any time, and we'll provide a pro-rated refund for any unused email services that you have purchased.

We think this is a fair policy for everyone involved. If you need more information, feel free to email your questions to us at help@hover.com. We always want to make sure our customers are dealt with in a fair manner.

 

 

 

 

Comments

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Pat Landreneau

your link to the step-by-step cancellation instruction leads to a guide about turning auto-renew on or off.   I initiated a domain transfer but having second thoughts.  I'm also not too thrilled in the lack of customer service response time.  I sent a ticket 24 hours ago and it still has not been assigned to anyone.

April 22, 2014, 10:42
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Shanna Millman
Hover Help Center

Hello Pat,

Thanks for finding that misdirect, it has since been updated.  You will be receiving an update to your request shortly.  We try to attend to all request within 24 hours, we apologize for the delay.

April 22, 2014, 10:58
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Pat Landreneau

are you sure you fixed the link?  b/c the new link is now pointing to something about enabling two-step authentication. 

April 22, 2014, 13:19
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Joel Pais
Hover Help Center

Hey Pat,

I've checked it a couple of times and it is linked to the How to: Turn auto-renew On or Off guide. Also, cancelling a domain transfer can only be done by the losing registrar (the provider you're coming from).

Let me know if you went a different route than "You can find step-by-step cancellation instructions by clicking here" to pull up the auto-renew on/off guide.

April 22, 2014, 14:07
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Pat Landreneau

yes, i know.  but i don't understand how a  "How to: Turn auto-renew On or Off guide"  equates to a  "You can find step-by-step cancellation instructions" ?   this topic should be changed to how to turn off auto renew if you feel that turning off auto renew is the same as cancelling service.  to me it is two different, separate things.  isn't it?

 

April 22, 2014, 15:17
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Brian Cabral
Hover Help Center

Hi Pat, in the hover control panel, auto renew relates directly to the billing status. If auto renew is enabled then the billing status is set to active. On the other hand, if auto renew is disabled then the billing status is effectively set to cancelled and the domain will expire at the end of its current registration. 

That being said, we do offer the option to send renewal reminder email notifications to the primary email contact from the settings tab of your hover control panel. Hence, you would be able to renew manually even if the billing status is set to cancelled by renewing before the expiry date when prompted by the renewal reminders.

April 22, 2014, 18:19
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Joseph Orlando

The link at the top paragraph still goes to simply turning on and off the Auto-Renew.  You can see that just by hovering over the link and looking at the bottom of the web browser.  However, I no longer have any domains with Hover.  How do I close/cancel my account?  Thanks.  Joe

May 30, 2014, 23:52
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Blair M
Hover Help Center

Hi Joseph, 

There is no way for us to terminate a domain prior to the expiration date.  The best thing to do is to make sure all your domains have auto-renew turned off so they are not renewed.  Once they have expired, they will go through the grace period, then through redemption at the registry and then will be deleted.  We can't close an account until then as the domains are still active until the end of their term. 

Please let me know if you have any other questions.

May 31, 2014, 14:35
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Joseph Orlando

Blair,  Thank you for taking the time to respond to my post.  However, you stated, "We can't close an account until then as the domains are still active until the end of their term." after my original post had stated, "I no longer have any domains with Hover.".

Again, I have no active domains with However.  So, I have no "auto-renew" to turn off (as mentioned in your second sentence).  If I have no more domains held at your registrant, how can I delete my account.  I simply don't need it any more.  Thank you, Joe

May 31, 2014, 21:39
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Joseph Orlando

By the way, you also sent your response to me by email.  I would have responded directly to you, except the email address began "noreply@", which is usually a sign of an email address only for sending messages.  If you'd like to email me using your email address, I could correspond with you concerning this directly, rather than on this help forum.  Thank you, Joe

May 31, 2014, 21:43
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Blair M
Hover Help Center

Hi Joseph, 

If you prefer corresponding with support through email, you should email us at help@hover.com and one of our support team will be able to reply back through email.  We reply to forum posts here on the forum so everyone can benefit from the answers, however sometimes we have to move to our help desk (help@hover.com) if we required personal details about the account or service you're asking about.

I do see your account and it is in fact empty, so I have closed it for you.

June 2, 2014, 12:11
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James Rauhut

You send renewal warnings to the primary email, but not the actual billing email. This has cause me a lot of trouble and does not make any sense logistic wise. + I can not find any way to just delete my account with Hover.

September 11, 2014, 00:18
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Rhys Morgan

Hi I've been sent a renewal email, I want to cancel at the shopping basket stage - system won't allow me to do this. Why not? Also the domain isn't showing on the renewal setting so I can't turn auto renewal off!!

January 4, 2015, 11:25
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Blair M
Hover Help Center

Hi Rhys, 

I can help you out with this, but I need to know what your account is and what domains you're referring to.  Can you send us an email to help@hover.com?  I'll be able to locate your account with your email, hopefully, and you can also provide me with the domains. I found two accounts with your name so wasn't sure which one is yours, or if they are both yours.

I'll keep watch for your email.

January 4, 2015, 13:31
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Matt Mischuk

It's too bad it will probably take me 5 days to get a hold of your support team.

February 4, 2015, 12:57
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Blair M
Hover Help Center

Hi Matt, 

Looks like the email you sent us yesterday was replied to earlier today.  If you have any other questions or need anything else done, please feel free to reply to that help request and Mark would be happy to continue helping you. 

February 4, 2015, 15:48