Refunds
The principle is simple: unused services are refunded, used services are not. This page explains how that works per customer group and service; the terms shown in the customer portal govern the individual contract.
NoticeServer capacity is delivered the moment it is provisioned and cannot be handed back. Therefore: if a service has not been used, we refund the payment. Once it has been used, there is no refund claim for the time consumed. How this applies to partially used periods depends on the customer group (sections 2 and 3).
Businesses within the meaning of § 14 BGB have no statutory right of withdrawal. For them this policy applies without restriction: refunds only for entirely unused services; started or expired service periods are not refunded. The customer portal terms apply in addition.
Consumers habitually resident in the EU hold a mandatory right of withdrawal that cannot be excluded by contract. Because servers provision automatically right after payment, the customer expressly requests immediate performance at checkout. If a consumer withdraws within 14 days, compensation for the time already used is retained and only the unused remainder is refunded. Once the service has been performed in full — the booked period has elapsed or the booked hours are consumed — the right of withdrawal expires and no refund claim remains. The binding notice is provided during checkout.
Consumed hours are not refunded — the service has been delivered. For unconsumed balance, sections 1 to 3 and the portal terms on payout apply.
Independent of this policy: if the platform falls below the guaranteed 99.98% availability, the unusable time is credited on request. Details are set out in the customer portal terms.
Submit requests via the portal's support channel or by e-mail to info@hostkontor.de, stating the contract number, service and order date. Justified refunds are issued to the original payment method. Version: 6 August 2026; review by German counsel has been commissioned.