Withdrawal, cancellation and refunds
Version 2026-10-10.1 · Draft for reviewCompany details, operational schedules and legal review must be completed before this document is published for acceptance.
Consumer withdrawal
Consumers generally have 14 days from conclusion of a distance service contract to withdraw without giving a reason. Submit an unequivocal statement through Withdraw from a contract or by email/post to the provider shown in the terms. The online function supplies a dated receipt. A request is recorded when submitted; review does not change that timestamp. An expired displayed estimate does not prevent submission or determine eligibility.
Early service and refunds
If you expressly request service during the withdrawal period, a lawful proportionate charge for service supplied before withdrawal may apply when the required information was provided. Starting a VM alone does not end your withdrawal right. For service contracts, loss of the right on full performance requires the legally specified prior request and acknowledgement. Refunds due on withdrawal are made without undue delay and within the applicable 14-day deadline using the original means unless otherwise lawfully agreed. Statutory remedies for faulty services remain available separately.
Model statement
To: [provider], [address], not yet configured. I give notice that I withdraw from my contract for the following service: [service and contract/order reference]. Ordered on: [date]. Consumer name and address: [details]. Date: [date]. Signature only if submitted on paper.
Renewal and complaints
Cancel future renewal in Billing. Cancellation at the end of a paid term differs from statutory withdrawal and does not itself delete data. Use the withdrawal form for withdrawal, the privacy form for personal-data erasure, and the switching form for workload migration. Business cancellation follows the agreed contract; consumer rights are not imposed as a waiver on business accounts.