Easyspace Domain Rip Off

progrock

Hi All and Happy New Year

Wondering if anyone has some advice!

I have had my website with Easyspace for quite a few years now. They recently (December 31st 2011) auto renewed my hosting package at a cost of £82.61. Fine! However because I want to finish with my site I went on to their customer control panel and their is no way of cancelling this account and have my money returned/refunded. Is there a way I can demand my money back as it's been less than a month (cooling off period)? Is there something in the Sale of Goods and Services act that I can hit them with by phone? EG Distance selling ect. Could do with some advice please.

Thanks

Les

BaggieBoy_3

Can't speak for Easyspace but i'd be surprised if you were entitled to a refund especially as you have had this hosting package for several years.

We operate in the same market and always send out several reminders in the weeks/months coming up to renewal so clients have plenty of chances to cancel if they wish. Once the renewal date is passed then the money is due and there is no refund but, as i say, thats our terms.

texranger

this is the same with any host. the money back guarantee is from the initial signup and not at every renewal or you would have thoise on monthly hosting using this all the time. all our invoices are generated 14 days before the due date, then a reminder is sent 24 hours before the renewal date, then if not paid a overdue invoice 1,3,4 days after with a late fee added 3 days after. on day 5 after due date the account is suspended and 14 days after due date account is terminated, so ineffect a user has 28 days from 1st invoice to termiantion pay or cancel

steve1980

I really want to know what you're paying £82 a year for.

terra_ferma

apparently someone else had the same problem with easyspace:
http://blog.ajcw.com/2011/01/easyspace-easy-theft/
If what they say is correct and easyspace don't send reminders they are a very dodgy company, and I'd stay away from them.

I think there are a number of issues here:

Do DSR apply to ISP? yes, as far as I know they do.

1 and 1 think they do (see no. 10)
http://order.1and1.co.uk/TcGeneral;jsessionid=B6E533DD410E5DBB91BF59EF75DF2048.TCpfix145a?__lf=Static

123-reg lets you cancel too:
http://www.123-reg.co.uk/support/answers/Account-Admin-and-Billing/how-do-i-cancel-or-change-my-123-reg-services-1335/

However if you purchased hosting for your business then DSR will not apply. Also the cooling off period is 7 days not a month.


Here though you are talking about a renewal, and the spirit of the DSR is that you should have the opportunity to inspect/try the goods/service you purchase before committing yourself, so the spirit does not apply to renewals.
Someone else may come up with more information, but my understanding is that DSR do not apply to a contract you've already entered into, but I may be wrong.

Generally speaking a good ISP would make the terms of cancellations clear on their t&c, so you'd know if you are allowed to cancel or not. If they omit or state they don't allow cancellations (for new contracts) I would stay away as they are acting illegally.

To sum it up in theory you are wrong and should have checked t&c before committing, and now tough luck, but in practice a company that doesn't send you reminder sounds like they need to use tricks to keep customers.

HTH

marvin

I think the key here will be are you paying a monthly fee in advance or an annual/six month fee in one block.

1&1 is a contracted monthly fee paid 6 months in advance so I would feel entitled to the months I do not use back.

If it is 1 year/6months block rental (that is you pay for 6 months or a year at a time with no monthly fee) then no.

Only my humble opinion though not backed by any knowledge whatsoever.

Little_Moo

Did you have auto renewal set up on your hosting?

You should have a control panel where you can login to change your renewal settings. If this wasn't set to auto and they took your payment then you can get your money back i would think.

BigAunty

The terms and conditions of my montly paid hosting with another ISP is that I must go to the control panel and cancel it 30 days before the renewal date. If I don't cancel it in time, it will auto renew and it's not possible to do it again before the next fixed term (2 years, I think). I was emailed a reminder on a timely basis with a link on how to prevent the auto renewal.

What are the terms and conditions of your contract?

rdearing

Another extremely poor Easyspace experience!

There is no advanced notification of renewal via email so you don't have chance to cancel prior to renewal unless you manually check your account online 30 days before.

I was told by Easyspace customer services (0370 7555066) that their terms do not include prior notification of renewals. The only email I recieved was the invoice on the day the money was taken from my account.

So email to take money but no notice, nice customer service!

I am also sure that I switched off auto-renewal on all of my Easypace services when I set them up but I have been told that there is no record of this (their word against mine I guess, no 'customer is always right' here, no offer to provide).

My advice:
Don't use Easyspace.
If you switch off auto-renewal take a screen shot as proof.
Don't use Easyspace (ahh, I've already said that).
Check the T&Cs and use a supplier that gives you notice of renewals.
Put the renewal date in your diary.

Sadly I didn't follow my advice and I've just wasted a small pile of cash.