Over the last 2 years I have used Host Papa as our website hosting company. Recently, we decided to switch hosting companies due to the poor and inadequate customer service received from Host Papa and their team. The situation with Host Papa arose when I had realized a virus was attacking my website. I contacted Host Papa to inform them of this attack and was instructed to follow various steps to rectify the problem and did so successfully. It was after my frustrating experience with Host Papa's customer care that I decided to switch to a different company out of fear of ever having to encounter another issue with Host Papa. At this time I requested a cancelation of services and a refund as an automatic two year renewal had taken place on my credit card less than 30 days prior to the request. I received a email on April 10/2015 informing me that I would be contacted by the billing department. On April 14/2015 I received a email on steps to follow to proceed with a cancelation of services. I followed up with this email indicating I was also requesting a refund. During this phone call I was promoted to the Terms and Services page where a Host Papa agent attempted to direct me to the terms which stated a refund would not be issued. Unfortunately the agent failed to prove this statement. I then requested this be escalated to management. On April 21/2015 Manager *** K contacted me indicating that because it does not state in the terms in conditions that a refund will be issued to a renewal customer, they would not be issuing a refund. Manager *** K, then proceed to point out that Host Papa owes me nothing, all of the problems I have incurred are due to my own faults and there is nothing Host Papa is willing to do for me. I am not a website expert nor have a great understanding of web hosting. I have however, taken and made every attempt to comply with Host Papa's instructions and in return I have been mislead and misinformed by Host Papa and denied refund for a cancelled subscription.
Product_Or_Service: CA-Web Hosting/CA-Domain Privacy/CA-Domain Registe
Account_Number: Domain Name: *******
It is at my request that Host Papa acknowledge that it was never stated a refund cannot be issued to a renewal member requesting cancellation of their subscription. Host Papa has required me to pre-pay a two year service subscription that I have requested cancelation from. There is no where within their policies that states a refund can not be issued to renewal customers nor was I required to re-sign the service terms and conditions upon renewal. I am requesting a refund $243.79 CND. tax incluse
Hello Ms *******,
I have reviewed your ticket(s) and will address the issues you have presented.
I initially see that your website had been hacked. As your site is on a shared server, your account was suspended in order that the other sites on the server not become infected. I checked with both our tech department and system administrator to insure it was just your website that was hacked. I was able to confirm this was the case as no other sites on the server were affected. As you were advised, the hack was due to either an outdated script, etc. At that time it was recommended you move to a VPS account.
Once an account has been infected and suspended, for the protection of others it cannot be unsuspended. Normally, the account is reset and a new clean version of the website is loaded from a client's backup. The client is responsible to maintain a backup of their information for this specific reason. However, as an exception, a senior System Admin agent agreed to unsuspend your account, allowing you to clean your website, as you would be moving to a VPS service. This exception is not a matter of policy but to assist you but in return you must commit to a short 6 month term.
As you did not wish to commit to the term you wished not to proceed with the VPS. This service was cancelled and fully refunded. As well, our SA scanned your website (something else we normally do not do) to insure that there were no infected files. You website was now fully functional again.
At this point you had contacted us to cancel requesting a refund for your renewal. You had been a client with us for the past 2 years. Under our Terms of Service, which you agreed to upon signing up with us, your services will be automatically renewed on the credit card on file, which you provided, unless you submit a cancellation request 30 days prior to the renewal date. As you had not contacted us to cancel the services were renewed. Here is a link to our TOS and referral to specific sections applicable to you:
Sec. 8.8 Automatic Charging
Sec. 10.5 Renewals
In regards to your refund request, under Section 8.10 - 30 Day Guarantee of Hosting Service, it clearly states that this applies only to the initial signup date, which in your case was March 28, 2013. It does not apply to renewals as accounts are automatically renewed unless a cancellation is received 30 days prior to the renewal. In both cases, the domain registration is non-refundable as this fee is paid directly to the domain registrar, which was done immediately upon renewal.
Actually after reviewing everything it appears that many of our staff, including senior staff went above and beyond making exceptions to policy to try and assist you and get your website back on line. This included a refund in full to the VPS service that was setup, granting access to your infected website files and doing a scan for you to insure the malware had been completely removed. This has involved additional time and money on our part.
However, as a gesture of good faith we will agree to refund you for your hosting in full in the amount of $226.85. We are unable to refund the domain registration fee as that was already paid out to the domain registrar for the renewal of your domain.
Please let me know if you have any questions. Thank you.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you **** for responding to this complaint.
You are correct in stating that all of these issues did arise with my website, however the facts are completely misconstrued and falsified. Regardless of that, I am willing to live with Host Papas explanation of events in order to process my refund fro Host Papa.
I am willing to accept that the $16.94 will not be refunded and ACCEPT the refund of $226.85 for the 2 year subscription that I have cancelled. Refund should be made to credit card on file, following the cancelation of Host Papa services.