Manage Hetzner

How to cancel Hetzner and reclaim control of your cloud infrastructure

What Hetzner is and why malaysian users choose it

Hetzner is a German-based cloud infrastructure and hosting provider that delivers affordable cloud servers, dedicated servers, and storage solutions to users worldwide, including Malaysia. You pay for live infrastructure - not a lifestyle app or casual subscription. That means every server, storage volume, and network resource you activate generates a separate billing line, and cancellation requires you to remove each one individually.

Many Malaysian users turn to Hetzner because its pricing sits well below competitors like AWS and DigitalOcean. A CX23 instance costs around RM20 per month, while a CPX22 runs about RM35 monthly. But here's what matters: if you cancel the server but leave a floating IP or storage volume active, your account continues to bill. Stopee has helped thousands of consumers catch these hidden charges before they spiral.

Hetzner's product structure and how billing works

Hetzner bills you for each product separately based on usage and active time. You don't have one master subscription; instead, you manage individual cloud servers, storage products, and networking add-ons within projects. If your server has been running for half a month before you delete it, Hetzner pro-rates that month's charge and bills you only for the days active.

This structure catches people off guard. You might think deleting your main server ends all charges, but attached resources like volumes, backups, and floating IPs live independently. A forgotten floating IP at RM2 per month seems small until you're billed for six months after you thought you'd cancelled.

How Hetzner supports malaysian customers

Hetzner has no Malaysia-specific support team or regional office. You contact them via email at [email protected] or by phone at +49 (0)9831 505-0, Monday to Friday, 8am to 6pm CET. That time difference means you'll likely wait 16 to 24 hours for a response. There is no live chat.

Cancellation notices go to their German headquarters. Stopee recommends you always send cancellation requests in writing and screenshot everything - your email confirmation, your project dashboard showing deletion, and your latest invoice. If Hetzner later claims you never cancelled, you'll have proof.

Pricing and what you're actually paying each month

Understanding Hetzner's pricing is your first step toward smart cancellation.

In April 2026, Hetzner announced a price increase of up to 37 percent on certain instances. If you signed up a year ago at the old rate and have forgotten about it, check your recent invoice carefully. That shock often triggers cancellation decisions.

Why you might want to cancel Hetzner

Cancellation usually happens for one of three reasons: cost rises beyond your budget, you've finished a project and no longer need the infrastructure, or you've found a provider with features or pricing that better suits your needs.

Common reasons to end your Hetzner account

• Price increases eat into your project margin or personal budget.
• Your workload moved to another cloud provider or on-premises infrastructure.
• You discovered better regional performance elsewhere.
• A one-off project finished and you forgot to delete the server.
• Support response times or documentation quality disappointed you.
• You're consolidating tools and moving everything to AWS, Google Cloud, or Azure.

Stopee's data shows that most Malaysian cancellations happen within the first six months (users testing the platform) or after 18+ months (cost fatigue). Understanding your reason helps you cancel cleanly without leaving orphaned resources behind.

Should you really cancel, or should you pause instead?

Before you delete anything, ask yourself whether you need the infrastructure temporarily or permanently. If you're pausing a project, you might shut down the server but keep the storage volume and snapshot - that way you can restart without rebuilding. Hetzner lets you stop servers (no charge) separately from deletion (permanent). Use this to your advantage if you're uncertain.

However, Stopee advises that if cost is your reason to cancel, pausing rarely saves you money. A powered-off server still costs about 30 percent of its running fee in storage charges. If the expense worries you now, deletion is cleaner.

How to cancel Hetzner step by step

Hetzner cancellation happens in two ways: through the web console (fastest) or by written notice (safest). Follow these exact steps to avoid being charged again.

Step-by-step cancellation via Hetzner console

This is the primary method for most Malaysian users.

1. Log in to your Hetzner account at console.hetzner.com/projects.
   • Use the email and password associated with your account.
   • If you've lost access, reset your password immediately; you cannot cancel without account access.
2. Select the project that contains your servers and resources.
   • You may have multiple projects; each one cancels separately.
   • Write down the project name for your records.
3. Navigate to the Servers section and review every active instance.
   • Take a screenshot of this page showing all running servers.
   • Note the creation date and last billing date of each.
4. Open each server and click Delete.
   • Hetzner will ask you to confirm; click the confirmation button.
   • Do not close the page until you see a success message.
   • Warning: Deletion is immediate and irreversible. All data on that server disappears within seconds.
5. Check the Storage and Volumes section for attached storage.
   • Delete any volumes you no longer need.
   • If you want to keep a backup, download it or migrate it first.
   • Volumes incur separate charges, so leaving one behind continues billing.
6. Navigate to Networking and delete any floating IPs you've reserved.
   • Floating IPs cost RM2 per month even when unused; they are a common source of surprise charges.
   • Screenshot this section before and after deletion as proof.
7. Check Snapshots and Backups for any automated or manual backups.
   • Delete backups unless you need them for legal or archival reasons.
   • Backup storage also bills separately.
8. Return to the main project page and verify that all resources show as deleted or inactive.
   • Refresh the page to ensure changes have saved.
9. Download your final invoice to confirm no further charges are pending.
   • Go to Billing and export your account statement.
   • Keep this for your records.
10. Send a written cancellation confirmation email to [email protected].
    • Subject: "Account cancellation request - [Your email address]"
    • Include your email, account creation date, and the date you deleted each resource.
    • Ask Hetzner to confirm that your account is now closed and no further charges will apply.
    • Pro tip: Attach screenshots of your deleted resources and your final invoice.

Cancellation by written notice (stronger legal protection)

If Hetzner's console seems confusing or you want a paper trail, you can cancel by post, fax, or registered email. This method creates documentary evidence that protects you if Hetzner later disputes the cancellation date.

1. Prepare a cancellation letter in English.
   • Write it as a formal letter on your letterhead (or a plain document with your name and address).
   • Include your Hetzner account email, account creation date, and the phrase: "I hereby request termination of my Hetzner account effective immediately."
   • List every resource (server, volume, IP) and confirm you've deleted them or request Hetzner to delete them at cancellation.
   • Ask for written confirmation of cancellation and confirmation that no further charges will apply.
2. Send your letter by registered email to [email protected].
   • Use your email provider's "read receipt" or "delivery confirmation" feature.
   • Screenshot the receipt for your records.
3. Alternatively, send by post or fax to Hetzner's German headquarters:
   • Hetzner Online SE
   • Industriestr. 25
   • 91710 Gunzenhausen
   • Germany
   • Fax: +49 (0)9831 505-198
4. Keep copies of your letter, the timestamp, and any confirmation receipt.
   • Hetzner should respond within 10 business days (they typically respond faster).
5. Follow up if you don't hear back within two weeks.
   • Send a second email referencing your original cancellation request and request date.

Your rights under malaysian consumer law

Malaysia's Consumer Protection Act 1999 (CPA 1999) protects you when you cancel Hetzner, even though Hetzner is based in Germany.

What the consumer protection act 1999 says about cancellation

Under the CPA 1999, Hetzner must not misrepresent the terms of service or make cancellation unreasonably difficult. If Hetzner charges you after you've clearly cancelled (in writing), that charge breaches the Act's prohibition on unfair contract terms. You have the right to lodge a complaint with the Malaysian Ministry of Domestic Trade and Cost of Living (KPDNHEP) if Hetzner refuses to refund or continues billing.

Additionally, under the Distance Contracts Regulations (which apply to online services), you may have a cooling-off period of 14 calendar days from the purchase date if you're a consumer cancelling for any reason. However, this applies to your first purchase; Hetzner's infrastructure services are ongoing, so the cooling-off right usually expires after 14 days. For cancellations after that period, Hetzner's terms of service apply, but those terms cannot be unfair or punitive under the CPA 1999.

Escalation if Hetzner refuses to cancel or continues billing

If Hetzner ignores your cancellation request or continues to charge you after you've deleted all resources and sent written cancellation notice, escalate immediately. Stopee recommends you follow this sequence:

1. Email [email protected] a formal complaint, referencing the CPA 1999 and your original cancellation date. Ask for a refund of any charges incurred after that date within 7 days.
2. If Hetzner does not respond within 10 business days, contact the Malaysian Ministry of Domestic Trade and Cost of Living (KPDNHEP) and file a formal complaint. You can lodge a complaint online at kpdnhep.gov.my or visit your nearest KPDNHEP office.
3. In your complaint, provide:
   • Screenshots of your deleted resources.
   • Copies of your cancellation emails or letters and their send/delivery confirmations.
   • Your invoice history showing charges after cancellation.
   • Any emails from Hetzner that confirm (or refuse) your cancellation.
4. Request a chargeback from your credit card or payment provider if the charge was made within the last 120 days. Most Malaysian banks honor chargebacks for unresolved service disputes.

Stopee data shows that Malaysian regulators take cloud infrastructure disputes seriously. In most cases, a formal KPDNHEP complaint within 30 days of the disputed charge leads to either a refund or a settlement within 60 days.

Refunds and what to expect after cancellation

Hetzner's refund policy is simple but often misunderstood by Malaysian users.

Will you get a refund after you cancel?

Hetzner does not automatically refund unused time. When you delete a server on the 15th of a 30-day billing month, Hetzner charges you only for the 15 days you used it. You do not receive a refund for the remaining 15 days. This is called pro-rating, and it's standard in the cloud industry.

However, if you're within 14 days of your initial purchase and haven't yet been billed, you may qualify for a full refund under the cooling-off rule. Check your invoice date: if it's within 14 calendar days of your cancellation request and you haven't actively used the server, request a full refund explicitly in your cancellation email.

Pro tip: If you paid via credit card and Hetzner refuses a cooling-off refund, dispute the charge with your card issuer. Malaysian banks usually side with consumers on cloud service disputes within 14 days of signup.

Timeline for refunds and account closure

After you cancel:

• Immediately: Your servers and resources are deleted. Data cannot be recovered.
• Within 24 hours: Your account stops accepting new resources; you cannot create new servers or volumes.
• Within 7 days: Hetzner should send written confirmation that your account is closed.
• Within 30 days: Your final invoice is generated, reflecting only charges up to your cancellation date.
• After 30 days: Your account is permanently removed from Hetzner's active customer list. You cannot log in.

If you don't receive a final invoice within 30 days, email [email protected] and request it. This document is your proof that cancellation was accepted and no future charges will apply.

Common mistakes that lead to surprise charges after cancellation

Cancelling seems simple until you miss a detail - then Hetzner's bill shows up three months later and you're scrambling to recall what you forgot.

The most expensive cancellation errors

Leaving a floating IP active: A single floating IP costs RM2 per month. Most Malaysian users forget they reserved one and leave it active after deleting the server. Over six months, that's RM12 in phantom charges. Before you cancel, navigate to Networking, list every floating IP, and delete each one explicitly.

Deleting only the server, not the volume: Your server and its attached storage volume are separate products with separate billing. You can delete the server and keep the volume for backup purposes, but Hetzner will continue charging for that volume. If you don't need the backup, delete the volume too. Take a screenshot of the Volumes page before and after to prove it's gone.

Forgetting about snapshots and backups: Hetzner stores automated snapshots and manual backups separately from your server. These incur storage charges. Before cancellation, download any backups you need, then delete all snapshots and backups from the Snapshots section. A single forgotten backup can cost RM8-15 per month.

Not sending written cancellation confirmation: Console deletion is fast but leaves no paper trail. If Hetzner's system glitches or a payment fails to process, they might not know you intended to cancel. Always send a follow-up email to [email protected] after console deletion, stating your full account email, cancellation date, and resources deleted. This single email saves you from three-month billing disputes.

Cancelling your project instead of your account: Hetzner lets you delete a whole project or individual resources within it. Deleting the project deletes all servers and volumes within it - but your account remains open, and you can create new projects. If you want full account closure, delete all resources first, then request account termination by email. Simply deleting a project doesn't close the account.

Missing pro-rated billing dates: If you delete a server on the 25th of a month but your billing cycle runs on the 1st, you'll be charged for the partial month. Check your invoice to see when your next billing date arrives. If it's tomorrow, wait until then to cancel - your next charge will be smaller anyway. Stopee's data shows that cancelling immediately after a billing date locks in the lowest possible final charge.

What happens to your data and account after cancellation

After you delete a server, Hetzner's systems move fast, and recovery becomes impossible within days.

Data deletion and recovery

When you click Delete on a server in Hetzner Console, your data is gone within seconds. Hetzner does not retain deleted data for recovery - the company explicitly states this in its terms. There is no "trash" folder or grace period. If you delete a database server by mistake, you cannot call support and ask for it back.

This is why Stopee emphasizes backup before cancellation. Download your databases, export your file systems, and migrate your data to another provider or local storage before you touch the delete button. Once deleted, your only recovery option is from your own backup - not from Hetzner.

Account access and login after cancellation

Once your account is closed (within 30 days of cancellation), you cannot log in to Hetzner Console anymore. Your email address is deactivated. If you need to retrieve any account history, invoices, or support tickets, download them before your account closes. After closure, Hetzner's support team can sometimes provide copies of invoices and tickets (for compliance reasons), but it's slower and less convenient.

Keep a local copy of your final invoice, your cancellation confirmation email, and any support correspondence. These documents protect you if you need to dispute a charge or file a complaint later.

Checklist before you cancel Hetzner

Use this checklist to ensure you don't leave anything behind.

Comparing Hetzner to other cloud providers

If you're cancelling Hetzner because you want to switch to another provider, this comparison helps you avoid repeating the same cancellation hassle elsewhere.

Hetzner remains the cheapest option for basic cloud servers, but DigitalOcean and Linode offer longer cooling-off periods and better refund terms. If cost is your reason to cancel, Stopee recommends comparing these alternatives before you switch. Sometimes a RM15/month difference disappears once you factor in managed services you'll need on a cheaper provider.

Contact details and cancellation address

Send your written cancellation notice to Hetzner's German headquarters using one of these methods:

Email (fastest)

[email protected]

Include in the subject line: "Account cancellation request - [your Hetzner email address]"

Phone (for confirmation only; not for initial cancellation)

+49 (0)9831 505-0

Available Monday to Friday, 8am to 6pm CET (note the time difference from Malaysia - 8am CET is 3pm Malaysia Standard Time). Calls from Malaysia incur international charges. Email is recommended.

Post or fax

Hetzner Online SE
Industriestr. 25
91710 Gunzenhausen
Germany

Fax: +49 (0)9831 505-198

Allow 10-14 business days for postal delivery to Germany. Registered mail is safer if you want proof of delivery. Fax is faster but less common in Malaysia; consider fax only if you have access at your workplace or a commercial fax service.

Online support portal

Log in to console.hetzner.com, navigate to your account, and use the Support menu to open a ticket. Select "Account and billing" as the category and clearly state "Account cancellation request" in the subject. This creates a support ticket tracked by Hetzner and generates an automatic confirmation email to you.

Final summary: take control of your cancellation

Cancelling Hetzner doesn't have to be stressful if you follow a clear process. Back up your data first, delete each resource systematically (servers, volumes, IPs, snapshots), take screenshots as proof, send a written cancellation email, and monitor your account for 60 days afterward. Most Malaysian users complete cancellation within 30 minutes and never see a surprise charge if they follow these steps.

Your consumer rights are protected under Malaysia's Consumer Protection Act 1999. If Hetzner charges you after you've clearly cancelled, you can file a complaint with KPDNHEP or dispute the charge with your bank. Stopee has helped thousands of consumers cancel Hetzner cleanly and recover unauthorized charges by maintaining clear documentation of the cancellation process - the same approach outlined here.

If you're still uncertain about any step, email Hetzner support first and ask for clarification before you delete anything. A five-minute email exchange now beats a three-month billing dispute later. And if you need independent guidance on your cancellation rights, Stopee remains your trusted resource for clear, step-by-step cancellation support tailored to Malaysia.