This article provides a central starting point for information on cancellations at Hetzner. Depending on which product you use, you need to use the right interface to do the cancellation:
- Hetzner Console (cloud products, object storage, Storage Boxes)
- Robot (dedicated servers, IPs, domains, colocation services, licenses)
- konsoleH (web hosting, managed products, domains, SSL certificates)
You can find details and step-by-step instructions for each in these articles:
Basic principles for cancellations at Hetzner
Before you select the appropriate interface, you should be aware of a few important general rules:
1. You must actively cancel or delete products
Most products continue to run until you cancel them yourself. They do not automatically cancel themselves, even if you do not actually use them or if they are idle.
2. Billing is pro-rated
For many products (e.g., cloud servers, object storage, dedicated servers), we only invoice you for the period during which you had the product. You will never pay more than the monthly price.
3. Cancellation periods vary
You can cancel some products immediately, while others have fixed periods such as “30 days to the end of the month.” These periods depend on the product and the interface.
4. We delete data after you cancel a product
After you have finihsed the cancellation, we at Hetzner will immediately delete your data. So please be absolutely sure that you want to cancel your product.
We cannot recover your data after you cancel the product.
Products that do not renew automatically
Some products are not subscriptions and do not renew automatically. You receive one invoice for them and must actively re-order them or renew them.
These include:
- Paid SSL certificates
- Large colocation contracts (e.g., cages), depending on the type of contract
- Remote hands (billed in 15-minute increments)
- KVM access, see KVM console
Free SSL certificates renew automatically.
Terminating your entire customer account
It is only possible in exceptional situations for a customer to terminate their entire customer account. This can happy, for example, if an account holder has died and the heirs do not have direct access to the account. The usual procedure is always for you as the customer to cancel products one-by-one on the correct interfaces. Procedure for completely cancelling an account:
- Create a support request via the customer console or send an email to support@hetzner.com. Be sure to include information about the account (name, customer number, etc.).
- List all products and services associated with the account. (You can find these by looking at your invoices).
- Clearly state that you want to cancel all the listed services and on what date you want the cancellation to take effect.
- Allow for a processing time of 30 days. The rule “30 days to the end of the month” applies here, see: 30 days to the end of the month
- Pay all outstanding invoices.
Even without access to the account, you can still make payments using a bank or wire transfer. Make sure to enter the customer number in the reason for the payment. - If you have access to the account, you can delete the account yourself by going to Hetzner Accounts.
Please read the information on the page carefully.
Important warnings about your data:
- Only cancel a product if you are sure that you no longer need the data.
- We may immediately delete after you cancel the product.
- The exact time of the data deletion depends on the product in question, but you should assume that deletion will be immediate.
- We cannot recover data after the deletion process.
Inactive customer accounts
If a customer account meets the following criteria:
- There are no more active products and
- There has been no login for one year,
then:
- we will send a warning by email,
- you will have 4 weeks to log in to keep the account active,
- we will delete the account if there is no login during this period.
We delete inactive accounts so that we can follow data protection laws like the GDPR (the EU's General Data Protection Regulation).