Manage Hetzner

How to cancel hetzner and reclaim your money: the complete new zealand guide

What is hetzner and why you might need to cancel

Hetzner is a Germany-based infrastructure provider offering cloud servers, dedicated machines, colocation services, and shared web hosting to customers worldwide, including New Zealand. They operate data centres across Europe and give you self-service control panels to manage your services.

You might choose Hetzner for their competitive pricing and flexible infrastructure options. But if your needs change, your project ends, or you find a better fit, you'll need to understand how to cancel cleanly without losing money or data. That's where Stopee comes in. At Stopee, we've helped thousands of customers navigate complex cancellation processes and reclaim refunds they thought were lost.

How hetzner's billing and services work

Hetzner uses automatic renewal for most services, meaning your account will renew unless you actively cancel. They offer hourly billing for cloud servers (which stop immediately when deleted) and monthly or annual billing for dedicated servers, colocation, and shared hosting (which typically end at the billing cycle end).

Each service type requires cancellation through a specific management interface: Cloud Console for cloud servers, Robot for dedicated servers and colocation, or konsoleH for other products. This complexity is why many customers struggle to cancel correctly.

Main services you might be cancelling

Hetzner's core offerings include cloud virtual machines (hourly billing), dedicated servers (monthly contracts), colocation rack space, and shared web hosting plans. Understanding which service you're cancelling matters because each has different cancellation timelines and refund rules.

Your consumer rights when cancelling in new zealand

New Zealand consumer law protects you even when dealing with overseas companies like Hetzner. You have statutory rights to cancel and claim refunds in specific situations.

The 14-day consumer withdrawal right

Under Hetzner's own terms and conditions (section 11.1) and EU consumer protection standards that Hetzner honours for all customers, you have a 14-day right to cancel and receive a full refund if you're a consumer (not a business). This period runs from the date you receive your order confirmation or service activation.

You must invoke this right using the correct cancellation method in Hetzner's control panel. Simply deleting a server doesn't count as formal withdrawal. At Stopee, we emphasise this because using the wrong cancellation button can cost you your refund.

Consumer guarantees act protection in new zealand

The Consumer Guarantees Act 1993 also applies to services purchased from Hetzner. If the service fails to match the description, isn't fit for purpose, or lacks adequate support, you can claim cancellation and refund even outside the 14-day window.

Document any service failures, support delays, or misrepresentations in writing. If Hetzner refuses your refund claim, the Commerce Commission is your escalation point.

Hetzner pricing in new zealand dollars

Understanding what you're paying helps you decide whether cancellation is worth it, especially if you're mid-contract. Here's what Hetzner's main plans cost in NZD.

Shared web hosting plans

Why you should check your actual plan cost

Hetzner's invoices show your exact current service and billing date. Log into your account and check your last invoice before deciding to cancel. If you've paid for an annual plan in advance, cancellation timing affects whether you recover that cost.

Step-by-step cancellation methods for each hetzner service

Cancelling Hetzner correctly depends entirely on which service you're using. Each interface has its own pathway, and using the wrong one can void your refund eligibility.

Cancelling cloud servers (immediate stop)

Hetzner Cloud uses hourly billing, so you stop paying the moment you delete your server. This is the simplest cancellation path at Stopee, we recommend this method for its clarity and immediacy.

1. Log into your Hetzner Cloud Console at https://console.hetzner.cloud (or your regional URL)
   • Use your registered email and password
   • If you've forgotten your password, use the "Forgot password" link
2. Navigate to your project (top-left dropdown if you manage multiple projects)
3. Click on "Servers" in the left menu
4. Find the server you want to delete and click on its name
5. Scroll down to the "Danger zone" section at the bottom
   • You'll see a red "Delete server" button
   • Click it
6. A confirmation dialog will appear asking you to confirm the deletion
   • Type the server name to confirm
   • Click "Delete"
7. The server is now deleted, and billing stops immediately
   • You're only charged for the hours the server ran
   • No refund is due - you've paid only for what you used

Pro tip: If you need to preserve data from the server, create a backup before deletion. After deletion, recovery is extremely difficult.

Cancelling dedicated servers and colocation

Dedicated servers and colocation services require cancellation through Hetzner's Robot interface and typically end at the next billing cycle under Hetzner's "30 days to the end of the month" rule.

1. Log into Hetzner Robot at https://robot.hetzner.com
   • Use your primary account email and password
   • If you use two-factor authentication, complete that step
2. Click on "Server" in the main menu (left side)
3. Select the dedicated server or colocation product you want to cancel
4. Look for the "Order data" tab or section
5. Find the "Cancellation" button or link (usually marked in red)
   • Do NOT click "Cancel server" - this is for emergency termination only
   • Click "Cancel order" or "Request cancellation" instead
6. The system will show you:
   • Your current billing cycle end date
   • The effective cancellation date (typically end of month)
   • Any notice period (usually 30 days to the end of the billing month)
7. Confirm the cancellation request
   • You'll receive an email confirmation
   • Save this email - it's your proof of cancellation

Warning: Never use "Cancel server" unless you're dealing with a stolen server or emergency. This option can lock you out of refund claims because it's treated as immediate termination rather than a withdrawal request.

Cancelling shared web hosting and konsoleH services

Shared hosting and other services managed through konsoleH or Hetzner Console follow a similar pattern to Robot cancellations but use a different interface.

1. Log into your Hetzner management console (Robot or konsoleH)
   • The URL depends on your service type - check your welcome email for the correct portal
2. Find your hosting or service contract in your account dashboard
3. Click on the contract or service name
4. Look for "Manage order", "Order details", or "Contract" options
5. Select "Cancel" or "Request cancellation"
   • Again, avoid "Terminate" or "Delete" buttons
   • Use "Cancel" to preserve your refund eligibility
6. Confirm your cancellation request and note the effective end date
   • Your hosting will continue until the end of your billing period
   • Access may remain active until that date
7. Keep the confirmation email and screenshot the order status showing "Cancellation requested" or "Pending cancellation"

Invoking your 14-day consumer withdrawal right

If you're cancelling within 14 days of purchase or service activation and want to invoke your full consumer withdrawal right, follow this process carefully. Stopee emphasises this because it's your strongest legal position for securing a refund.

1. Calculate your 14-day window
   • Start from the date you received your order confirmation email
   • Or from the date the service first became active (if later)
   • You have 14 calendar days from this date
2. In Robot or your management console, use the "Cancel order" function (not "Cancel server")
   • This action triggers the withdrawal process, not just a standard cancellation
   • The system should confirm this is a withdrawal request
3. Send a follow-up email to Hetzner's support stating your withdrawal intention
   • Use the email address provided in Robot or your welcome email
   • Subject: "14-day Consumer Withdrawal Request - Order [Your Order Number]"
   • Include: your account email, order number, service details, and the date you initiated withdrawal
   • State: "I exercise my right to withdraw from this purchase under consumer law, effective immediately. Please confirm receipt and refund timeline."
4. Keep copies of:
   • Your original order confirmation email
   • Your cancellation confirmation from the control panel
   • Your withdrawal email and Hetzner's response
5. Under EU consumer law (which Hetzner honours), they must refund you within 14 days of receiving your withdrawal notice
   • The refund should go back to your original payment method
   • Check your bank or payment account after 14 days

Pro tip: If Hetzner deducts any fees for "used services" during your 14-day window, challenge this in writing. The law requires a full refund for any withdrawal within 14 days; service fees cannot be deducted.

What happens to your data and access after cancellation

Losing access to your data is a real fear when cancelling any hosting service. Understanding Hetzner's data handling policy protects you from permanent loss.

Timeline for data deletion and access loss

For cloud servers, deletion is immediate - your data is gone within hours. For hosted services, access often stops immediately even if your service runs until the end of the billing month. This creates a critical window where your data exists but you cannot access it.

Always back up your data before initiating any cancellation. Download databases, files, email, and any custom configurations to your local machine or another hosting provider. Don't rely on Hetzner's servers as your backup after you've requested cancellation.

Requesting data exports or migration support

Some Hetzner services allow you to request a data export before deletion. Contact their support team immediately after cancelling and ask whether they can provide:

• Database backups or exports
• File directory downloads
• Email account exports (IMAP/POP access)
• DNS record documentation

Response times vary, but documenting your request in writing (via email or support ticket) creates a liability trail if Hetzner deletes your data without providing export access.

Will you get a refund from hetzner?

Refund eligibility depends on your cancellation method, timing, and service type. Here's what determines whether you recover your money.

Refunds under the 14-day consumer withdrawal right

If you cancel within 14 days of purchase and formally invoke your withdrawal right, Hetzner must refund 100% of your fees. No deductions for "setup" or "used time" are legally permitted in this window. You'll receive your money back within 14 days of Hetzner receiving your withdrawal notice.

Important: The refund goes back to your original payment method. If you paid by credit card, the refund appears as a credit to your card (3-5 business days). If you used PayPal or bank transfer, the timeline may extend to 5-10 business days depending on your bank.

Refunds outside the 14-day window

Beyond 14 days, Hetzner treats cancellation as a standard service termination. You are not entitled to a refund for monthly or annual prepayments unless you can prove the service failed to meet the description or terms of the contract.

Cloud servers (hourly billing) are an exception - you pay only for hours used, and there's nothing to refund. Once the server is deleted, your billing relationship ends.

Disputed refunds and escalation

If Hetzner refuses a refund you believe you're entitled to, escalate through these channels in order:

1. Email Hetzner's support team with a formal refund request
   • Reference the Consumer Guarantees Act 1993 or your 14-day withdrawal right
   • Attach your cancellation confirmation and any evidence of service failure
   • Request a written response within 5 business days
2. If Hetzner declines, lodge a complaint with the Commerce Commission (New Zealand's consumer regulator)
   • Website: https://www.beehive.govt.nz/agencies/commerce-commission
   • Provide all email correspondence, proof of payment, and cancellation dates
3. If your payment was via credit card, file a chargeback with your card issuer
   • Most credit card companies will reverse charges for services not delivered or withdrawn from within 14 days
   • This is your final leverage if Hetzner and the regulator don't help

At Stopee, we've seen companies reverse refusal decisions the moment they realise a consumer complaint is heading to a regulator. Document everything and don't accept "no" as a final answer too quickly.

Common mistakes that kill your refund eligibility

Cancelling Hetzner incorrectly can trap you without a refund, even if you're entitled to one. These mistakes are frustrating but entirely preventable.

Using the wrong cancellation button

Hetzner's interfaces include "Delete server" and "Cancel server" alongside the correct "Cancel order" button. If you use "Delete" or "Cancel server", Hetzner classifies this as immediate termination rather than a withdrawal or standard cancellation. You lose refund eligibility instantly.

Always click "Cancel order" or "Request cancellation" - never the red danger-zone buttons unless you have no other option and you're prepared to lose your refund claim.

Missing the 14-day window

Your 14-day withdrawal right runs from order date or service activation, not from today. If you wait 15 days to cancel, you've forfeited the right. Calculate this date carefully when you receive your welcome email and set a reminder.

Pro tip: If you're close to the deadline, cancel immediately - even if you're unsure. You can always reinstate the service if you change your mind, but you cannot recover a missed 14-day window.

Not documenting your cancellation request

If you cancel via the web interface but don't follow up with a written email to support, you have no proof of your withdrawal intent if Hetzner claims they never received a cancellation request. Always send a confirmation email after clicking "Cancel order" in the control panel.

Failing to back up data before deletion

Once you delete a cloud server or request cancellation of hosted services, your data window closes rapidly. If you haven't downloaded your files, databases, and configurations beforehand, you may never recover them. Hetzner is not obligated to restore deleted data.

Accepting partial refunds without negotiation

If Hetzner offers a partial refund citing "setup fees" or "administrative costs" within your 14-day window, reject it. Under EU consumer law (which Hetzner honours), no deductions are legal during this period. Demand a full refund in writing. Only accept less if you've negotiated a specific arrangement in email correspondence.

Checklist before you cancel hetzner

Use this checklist to ensure you cancel cleanly and protect your refund eligibility:

• Have you calculated your 14-day window (if applicable)?
• Have you downloaded and backed up all critical data - files, databases, emails, DNS records?
• Have you noted your service type (cloud, dedicated, colocation, shared hosting)?
• Have you identified the correct cancellation interface (Cloud Console, Robot, konsoleH)?
• Do you know your order number and billing end date?
• Have you taken a screenshot of your order status before cancelling?
• Have you used "Cancel order" rather than "Delete" or "Cancel server"?
• Have you saved your cancellation confirmation email from Hetzner?
• If invoking 14-day withdrawal, have you sent a follow-up formal email to support?
• Have you recorded the date and time of each action taken?

Should you cancel hetzner or stay?

Cancellation makes sense if you're not using the service, switching providers, or facing unresolved technical problems. It rarely makes sense to keep paying for infrastructure you don't need.

However, if you're still in the 14-day window and uncertain, consider keeping the service active a bit longer. Once you cancel, you cannot recover that withdrawal right. If you're outside the 14-day window and you've prepaid for multiple months, calculate whether your remaining prepayment is worth keeping the service versus losing that cost to cancellation.

Key takeaways: cancel hetzner with confidence

Hetzner's cancellation process is straightforward if you follow the correct steps: choose the right interface, use "Cancel order" not "Delete", back up your data, and document everything in writing. Your 14-day consumer withdrawal right is your strongest protection - use it if you're within the window.

If Hetzner refuses a refund you believe you're entitled to, escalate to the Commerce Commission. Stopee has helped thousands of consumers recover money from overseas hosting providers, and the same leverage applies to Hetzner. Document your cancellation, send formal requests in writing, and don't accept a refusal without escalation.

For current contact information and to submit a formal cancellation or refund request to Hetzner directly, you can reach their support team through your account portal or contact their German headquarters at Hetzner Online GmbH, Industriestraße 25, 91710 Gunzenhausen, Germany. Include all order details, cancellation dates, and refund requests in your correspondence.

At Stopee, we're here to guide you through cancellations that feel complex, unfair, or unresponsive. Whether you're dealing with Hetzner or any other service, Stopee has the expertise and consumer law knowledge to help you reclaim what's rightfully yours. Visit Stopee today for free cancellation advice and refund recovery support.