Webspace renewal problem (one.com)

Scrilla

I'm not sure where to put this. It's more of a money issue than a tech issue, but it seemed to fit in here better.

I signed up with one.com for some cheap web hosting last year. However, I was sent an invoice for an automatic renewal for the coming 12 month term, which I did not want. I went to cancel just now and they say I have to pay for the next 12 months due to the clause in their terms and conditions.

http://www.one.com/en_US/terms-and-conditions

Basically, it says I have to cancel at least 35 days in advance or I have to pay for the next 12 months. Today is 31 days before the new term begins. Admittedly, they emailed me on 23rd June about my upcoming subscription, but I thought I had plenty of time (and also was not aware of the 35 day rule they have).

I've cancelled (and due to their T&Cs, the account will be terminated next year). My account has been inactive (and suspended) since March due to an overactive spam bot and I had no intention of rebuilding the database to remove the spam cause I wasn't going to continue with the site. Is there any way for me not to pay the due amount?

Thanks in advance

andrewrimmer

If you have to pay because they have your card details. I would phone your bank and tell them you have lost your card, get a new card, so they can't take any more money from you.

ABH_3

Scrilla wrote: »

I'm not sure where to put this. It's more of a money issue than a tech issue, but it seemed to fit in here better.

I signed up with one.com for some cheap web hosting last year. However, I was sent an invoice for an automatic renewal for the coming 12 month term, which I did not want. I went to cancel just now and they say I have to pay for the next 12 months due to the clause in their terms and conditions.

http://www.one.com/en_US/terms-and-conditions

Basically, it says I have to cancel at least 35 days in advance or I have to pay for the next 12 months. Today is 31 days before the new term begins. Admittedly, they emailed me on 23rd June about my upcoming subscription, but I thought I had plenty of time (and also was not aware of the 35 day rule they have).

I've cancelled (and due to their T&Cs, the account will be terminated next year). My account has been inactive (and suspended) since March due to an overactive spam bot and I had no intention of rebuilding the database to remove the spam cause I wasn't going to continue with the site. Is there any way for me not to pay the due amount?

Thanks in advance

Says in those terms and conditions that you should log into your account and see some kind of receipt declaring your account closed. If you don't see that receipt, then you've got to email them again requesting closure of the account.

I would email them a couple of times, ensure you keep a copy including headers of the one you receive back clarifying that you've successfully cancelled the contract. If they take your money, simply tell the bank that it's an unauthorised transactions. Be aware that some unscrupulous hosts can and often do successfully charge your card some 3 months after their contract ends. Apparently this is often a computer error, if you happen to catch them.

Like I said, email them a couple of times and write them a letter send it registered so they can't suggest they didn't receive it. Keep the little receipt as proof of arrival so should they have such a 'error' you can at least get your money back.

HTH

Scrilla

Thanks both for your comments and suggestions.

They do not have my card details so they cannot take any money from me without my authorisation.

I have received a confirmation of cancellation and this is confirmed in the control panel of my account with one.com. However, the confirmation shows my cancellation date is next year and not this year (due to their T&Cs).

Without trying to sound ungrateful (cause I am for both your suggestions), both poster's suggestions appear to be to 'ride out the storm' and just simply not pay. I am more of a confront head on type of person and would prefer this to be settled as soon as possible as opposed to getting letters/emails/whatevers chasing after me in the near future. I am also quite aware of their T&Cs stating extra charges may be incurred if payment is not received.

This feels like a bank charges type thing to me. Just because their T&Cs state it, doesn't make it fair. Further suggestions would be greatly appreciated.

ABH_3

Scrilla wrote: »

Thanks both for your comments and suggestions.

They do not have my card details so they cannot take any money from me without my authorisation.

Not technically true, otherwise there's 'Cardholder Not Present' transactions all the time, otherwise how would they have taken the money otherwise? Also, it seems they occasionally interpret their own rules a little too liberally, or sometimes not at all they just do what they want. Perhaps you should meet this guy: http://forums.moneysavingexpert.com/showthread.html?t=1607061 he's kind of in a bit of a pickle with them too I think.

I have received a confirmation of cancellation and this is confirmed in the control panel of my account with one.com.

Good take screenshots and perhaps paste them into a zoho notebook account. Just incase it should dissapear in the coming months and they 'accidentally' charge you.

However, the confirmation shows my cancellation date is next year and not this year (due to their T&Cs).

Without trying to sound ungrateful (cause I am for both your suggestions), both poster's suggestions appear to be to 'ride out the storm' and just simply not pay. I am more of a confront head on type of person and would prefer this to be settled as soon as possible as opposed to getting letters/emails/whatever's chasing after me in the near future. I am also quite aware of their T&Cs stating extra charges may be incurred if payment is not received.

This feels like a bank charges type thing to me. Just because their T&Cs state it, doesn't make it fair. Further suggestions would be greatly appreciated.

I actually suggested you write them a letter, bit of a difficult thing to get some people used to email to do. They think well email will work, won't it? err sometimes yes, other times NO. What you want is to make it 'official', nothing will do that quicker than writing them a letter, keep a copy for yourself as proof, keep the 'registered post' receipt you'll undoubtedly receive, as well as the copy of the digital signature you'll also retrieve from the postoffice.co.uk website to prove it was accepted by one of their employees.

Not exactly 'passive', like I tried to put accross emails are ok, digital is good and all that but letters are much better, letters are taken more seriously too. So I'm infact suggesting you get on the case, and write them a letter and in simple terms tell them you do not wish to carry on taking their services. Under UK law you are giving them the required 30 days notice and if they should charge you, well you'll involve solicitors. Or you might join forces with the other guy on the other forum, then you can perhaps go halves.

Also, you could run a check on yourself using the agencies like experian in the coming months, see if anyone's put any charges against you that way you'll be fully aware and you'll have an opportunity to deal with it, and register a complaint\explanation against the entry.

HTH

Scrilla

Thank you again ABH. Very helpful. I will also get in touch with Nemo101 from the other thread to see how he/she is getting on, although the company is different.

I think I will go down the letter and email route - email being faster and letter to ensure they get an 'official' copy as you say.

I just need to clarify a few points if I can bother you for more of your advice ABH for the purposes of writing said letter, ammunition for my case.

1) UK Law notice: you say it is 30 days. Is it not 28 days? If it is 30 days, then my letter will by late (but my email not. My original cancellation request remains within the period though).

2) one.com are ICANN accredited which means they have to abide by their policies to remain a accredited. ICANN have the following in their Registrar Accreditation Agreement:

ICANN_RAA wrote:

3.7.4 Registrar shall not activate any Registered Name unless and until it is satisfied that it has received a reasonable assurance of payment of its registration fee. For this purpose, a charge to a credit card, general commercial terms extended to creditworthy customers, or other mechanism providing a similar level of assurance of payment shall be sufficient, provided that the obligation to pay becomes final and non-revocable by the Registered Name Holder upon activation of the registration.

3.7.5 Registrar shall register Registered Names to Registered Name Holders only for fixed periods. At the conclusion of the registration period, failure by or on behalf of the Registered Name Holder to pay a renewal fee within the time specified in a second notice or reminder shall, in the absence of extenuating circumstances, result in cancellation of the registration. In the event that ICANN adopts a specification or policy concerning procedures for handling expiration of registrations, Registrar shall abide by that specification or policy.

3.7.6 Registrar shall not insert or renew any Registered Name in any registry for which Registrar is accredited by ICANN in a manner contrary to an ICANN policy stating a list or specification of excluded Registered Names that is in effect at the time of insertion or renewal.

In brief, I think this means that I have to formally agree to the renewal through one.com by giving payment or communicating to them else I am not agreeing to renew. This I believe overrides one.com's T&C. If I do not pay, they cancel. Would this be a correct interpretation?

Thanks in advance

Scrilla

An update.

After many emails and letters, they agreed to cancel so I no longer have to pay the extra year's subscription.

It boiled down to when they produced T&Cs which were dated after my initial sign up (so the T&Cs could have changed). They did not inform me of changes and could not produce the original T&Cs.

Aside from their 35 day policy, I have to say they were reliable and their support was good in the time I was with them. They're one of the cheapest and most feature rich of providers too.

Thanks to those who helped