How to cancel a service

Cancellations must be requested through the client area so we can verify that the account holder made them. Stopping payment doesn't cancel a service; the invoices keep coming and the account is suspended.

Before you cancel hosting

Nothing survives a cancelled hosting account. Before the cancellation date:

1. Download your website files and databases. Generate a full backup in the control panel (cPanel: Backup → Download a Full Account Backup; DirectAdmin: Advanced Features → Backup and Restore) and download it. Or have your new host migrate the site first.
2. Download or move your email. Add the mailboxes to an email program with IMAP and drag messages into local folders, or have the new host import them. Once the account is deleted, the mail is gone.
3. Move your DNS. If the domain uses dns1/dns2.webway.host, the domain's DNS zone lives on the hosting account and disappears with it. Point the domain to your new host's nameservers before the cancellation date.
4. Check the domain. Cancelling hosting doesn't cancel a domain registered with Webway. It stays in your account and renews as normal unless you cancel it too. See below.

Request cancellation

1. Log in to the client area at portal.webway.host.
2. Go to Services → My Services.
3. Click the service you want to cancel.
4. In the left menu, click Request Cancellation.
5. Give a short reason. It helps us improve, and it tells us whether something could have been fixed instead.
6. Choose the type:
   • Immediate: the service is terminated on the next processing run, usually within 24 hours. Use only when everything has been moved.
   • End of Billing Period: the service runs until the date you've paid to, then terminates. Safer.
7. Click Request Cancellation.

You'll get a confirmation email. The service shows Pending Cancellation until it's processed.

What happens next

Once deleted, data can't be recovered. If you cancel by mistake, open a ticket immediately, before the cancellation date.

Cancel a domain, or stop it renewing

Domains aren't cancelled the same way. A domain simply isn't renewed.

1. Go to Domains → My Domains.
2. Click the domain.
3. Turn Auto Renew off.
4. When the renewal invoice arrives, don't pay it.

The domain expires on its expiry date and is released some weeks later. Any website or email on it stops then. If you want to keep the domain but not host with us, don't cancel it; just move its DNS elsewhere and keep renewing it.

To move the domain to another registrar instead, see How to get my EPP (auth) code or transfer my domain away from Webway.

Cancel add-ons only

Some services have add-ons. To cancel just an add-on, open the service and look under Addons, or open a ticket.

Close your whole client area account

Cancel every service and domain first, or transfer them away. Then open a ticket asking us to close the account. We keep invoice records as required by law.

Refunds on annual and biennial services

If you cancel a service you paid for annually or every two years, the refund is worked out like this:

• You're charged the standard monthly rate (without the annual discount) for each month you used.
• One extra month at the standard monthly rate is charged as a penalty.
• Payment processing fees from the original payment are deducted.

Refund = total paid − ((months used + 1) × standard monthly rate) − payment gateway fees

For example, a R990 annual service with a R99 monthly rate, used for 4 months, with a R5 gateway fee: R990 − (5 × R99) − R5 = R490.

Monthly services are not refunded pro rata. Setup fees and domain registrations or renewals are non-refundable, including a domain that auto-renewed when you didn't want it. See our terms.

Changed your mind?

Before the cancellation date, open a ticket asking us to withdraw the request. After termination, a new order is needed, and data is gone.