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.  You can find step-by-step cancellation instructions 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 registered a new 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 registration fees and we will not provide a refund for the domain registration or 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.  Deletion policies set by each domain registry 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 shake for everyone involved.  If you need more information, feel free to send us your questions.  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