Posted on

How can I revoke my order and get a refund?

You can revoke your order within 14 days. The value will then go back to the originally used account.

This may not be the best solution so please contact our support if you have trouble with one of our products. We will try to help with every problem that occurs.

Right of withdrawal

Here you can find the complete and valid cancellation policy: https://www.prepaid-hoster.de/info/widerrufsbelehrung.html

What we need to know

  • Order number or name of the services
  • Order date
  • E-mail address of your customer account
  • Your full name
  • Your address
  • The current date

What you need to notice

  • We have an instant cancellation feature in our webinterface. Please prefer this whenever possible.
  • A revocation is impossible when your server has been suspended due to violation of our terms and conditions.
  • The processing of your revocation can take up to 14 days.
  • We can not provide revocations for domains due to the personalisation.
  • We can only provide a revocation if you have paid by bank transfer, PayPal or credit card. A repayment of paysafe cards is not possible without detours due to the Money Laundering Act.

Posted on

I paid with the credit card but the money hasn’t arrived!

We have to make sure that credit card payments are legitimate payments. That’s why we set up rules to avoid a deceit. The payment will get checked by one of our employees – this usually won’t take longer than a few hours.

What happens if the payment gets accepted?

The following must be observed:

  • We will credit the value of the deposit to your account
  • If you have ordered a service, please repeat the order

Why does my payment has a higher risk?

The following credit card payments will get checked manually:

  • Payments, which can’t be assigned to an IP-address due to the data protection settings
  • Payments, carried out with a VPN connection
  • Payments with unusual parameters
  • Payments with an increased risk factor

If you have any other question or your credit card payment hasn’t arrived in you account after multiple hours, please contact our support.

Posted on

Do I have to cancel my prepaid server?

To say it directly: No! As the name says we are a hoster where you pay in advance. So you are not commited to pay the bills even if you get the following notifications per e-mail:

  • Notification before expiration
  • Second notification before expiration
  • Service is locked (late payment)
  • 7 days until the service will get permanently deleted

If you want to discontinue your domain or server you could either ignore these e-mails or deposit a manual cancellation in the web interface.

Our system is using the available credit on your account to renewal the service automatically. That’s why you should cancel unwanted server- or domain-renewals at least seven days beforehand, so your credit won’t be partly used in the invoice. If this happens to you, you can remove the credit from unpaid invoices from the webinterface. Feel free to contact our support in any other case.

So in conclusion there are two ways to cancel your service:

  • You just don’t pay the bill and phase out the service
  • You cancel the service in the webinterface
Posted on

If I upgrade my server – is the discount still active?

Your permanent discount won’t get disabled because of an upgrade. Only the partial settlement of the upgrade won’t get included. You will pay the surcharge without the discount until the next cycle starts. If you ordered the server while a permanent discount was enabled, it will remain active and will get used in every future renewal.

For example:

  • Upgrading a KVM server from 2 to 6 cores
  • The price difference amounts 6,90€
  • The server is already running 15 out of 30 days
  • In this case you only have to pay 3,45€ for the upgrade because half of the running time is already over
  • So the server renewal won’t be at 6,90€
  • The total price will get calculated regarding the discount

If you still have questions about the process – please contact our support.

Posted on

Will my service be automatically renewed?

In this article we will expound how and when you can renewal a service automatically.

Usually all services will get automatically renewed if the following conditions are met:

  • There is enough credit
  • The server has not been cancelled by you

So regarding our principle – also contracts aren’t needed.

How can I renew my server if it hasn’t done this automatically?

You will receive an invoice about seven days before the server will expire. You can find it in the client area – you will also get notified via e-mail.

As soon as you payed the invoice your server will continue to run as usual.

What happens if there isn’t enough credit on the account?

If you haven’t enough credit left, the server will receive the offline status and you won’t have any access anymore.

From this point you will have 6 days left to pay the invoice. After these six days we are obliged by the law to delete all the remaining data of your server permanently. If you would need more time please contact our support – so we can find a solution. We can’t offer the 6 days suspended phase for dedicated servers. You need to pay the invoice before its due date.

Posted on

How much credit can I charge?

You are not sure how much money you can own on your credit account?

The following regulations are applying in relation to the credit charging:

  • You have to charge at least 5€
  • You can charge a maximum of 500€ per transaction
  • You can own a maximum of 750€ on your credit account

But we still highly recommend to only charge as much as needed for the bill paying. Especially because of the ”Money Laundering Act” which makes it complicated to pay back the charged credit.

Posted on

Can credit be paid out?

No, credit cannot be paid out in general.

Payment of credit

In most cases, credit cannot be paid out. This applies to the credit you have loaded. Special credit from bonus promotions or donations will under no circumstances be paid out and will expire if you close or delete your account.

Please note that credit transferred back to your credit account from cancelled services is also special credit. This means that this credit is also not eligible for a refund.

Credits from Paysafecard top-ups can only be refunded to a bank account in your name, provided that you can provide proof of being the purchaser of the PSC. Otherwise, refunds can only be transferred back to the original top-up method.

Whether a refund of credit is possible depends on the strict money laundering law and must be examined on a case-by-case basis. Please contact either the support or auszahlung@prepaid-hoster.de for this purpose.

Reload credit wisely

Therefore, we recommend that you only top up your credit if you are really sure that you want to use it for purchasing or extending a service. This way, problems can be avoided!

It may also be important for you to know that your credit with us will never expire. Learn more about the validity of your credit here.

Posted on

Can I pay with a PSC from another country?

Yes, you can top up your balance with any valid Paysafecard, as long as you enter the code directly in the payment form.

You can even use multiple top-up cards for one transaction. Please also refer to our top-up regulations and any applicable fees.

Please note that you may not be able to add Paysafecards from other countries to your my paysafecard account.

Please be aware that we cannot provide any information about your paysafecard account. Feel free to contact us if you experience any payment issues during our order process.

We cannot offer support on this topic! Therefore, please refrain from sending us a message about it. We will not respond unless you are a Prepaid-Hoster customer.

Posted on

Unpaid invoice – What to do?

If you cancelled the process of charging credit you can just ignore the obtained invoice – we also can cancel it – please notify our support in this case.

If the bill is provided by a service of yours you could also ignore it and leave it unpaid – but as a result your server or service will get suspended and accordingly deleted.

In the webinterface you can easily cancel the service yourself.