Tag: accounting

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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.

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Can credit be refunded?

Can I cash out my credit?

Short answer: Almost never.
Long answer: According to Article 3 of our Terms, refunds are not allowed while the contract is active or during the cooling‐off period. Even after the contract ends, there are many formal obstacles. This is not like a checking account, but a prepayment for services.

What types of credit are affected?

  • Regular loaded credit:
    A refund is only considered after the contract ends and only if there are no other pending charges, special conditions, or ongoing bookings.
    → Refunds are processed using the same payment method used to load the credit. Other methods (e.g. a third party’s bank account) are not allowed.
  • Special credit (e.g. from promotions, donations, goodwill, or cancelled contract parts):
    Never refundable. These funds are designated for a specific purpose and, according to our Terms (Article 3, paragraphs 4 and 5), are legally separate from regular credit.

What about Paysafecard or other “anonymous” payment methods?

Credit loaded with Paysafecard cannot normally be refunded. Only in rare cases, after a full identity verification (including proof of ownership of the Paysafecard) and with a bank account that exactly matches your name, will we consider a refund – but we cannot promise it.

I still want a refund. What should I do?

If you have a valid reason (for example, accidentally loading a very high amount), you can request a refund only after the contract ends and under the following conditions:

  1. Send a written request to auszahlung@prepaid-hoster.de including:

    • A copy of your ID (both front and back)
    • Proof of the original payment method
    • Proof of a bank account with your name exactly as registered
  2. Wait for our accounting team to complete the review (this may take up to 14 days).
  3. A refund will only be made if the legal conditions are completely clear.

Our advice: Only load what you plan to use.

Since the credit is only used to pay for services, we strongly recommend loading only the amount you are sure you will use. A refund on request is not provided by our Terms.

Does my credit ever expire?

No. Even if you do not use your account for a long time, your regular loaded credit remains valid indefinitely. However, special credit may expire, especially if your account is closed or the contract ends – please see Article 3, paragraph 5 of our Terms.

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Can I pay for my service later?

We offer our customers a high level of flexibility with our prepaid system. However, this often raises the question of whether it is possible to pay for a service or server later.

The general rule is as follows:

  • 7 days before the renewal date: Invoice is generated
  • On the renewal date: Server is frozen (suspended)
  • 6 days after the renewal date: Server is deleted

So, you will receive an invoice for renewal seven days before the service expires. You then have at least seven days to settle the invoice with credit, without your server being suspended. If there is still credit available in your account at the time of invoicing, it will be automatically used to settle the invoice.

Timeline of Prepaid Hoster server process
The prepaid principle

If the invoice is still unpaid on the evening of the renewal date, the service will be suspended. But don’t worry! All services (except for Dedicated Servers and Domains) will enter a transition period of approximately six days. During this time, the server will be suspended and not accessible, but the data will still be preserved. Please note, however, that the suspension period will not be deducted from your regular cycle, as the server is still consuming resources.

So, if there is a temporary lack of funds, pocket money arrives late, or the Paysafecard is not available at the gas station, you can simply pay the invoice a little later without any major hassle. The server will then be released immediately after payment – of course, with your existing data.

After the six days, the server or service, along with all its data, will be deleted – restoration is unfortunately no longer possible, as it is considered a termination according to our terms and conditions.