Quick Guide: How To Cancel Cloudways and Get a Full Refund
- Log in. Enter your account details at the Cloudways website.
- Delete your server. This can be done by clicking Servers in the top menu bar, then Delete for each server. Take a full local backup first if you’d like to keep your data.
- Deactivate any add-ons. Click Grid in the top menu bar, followed by Add-ons. Then, click the pencil icon and Remove Subscription for each add-on.
- Cancel your account. In the top menu bar, select Profile, followed by Account. Scroll to the bottom and click Cancel My Account.
My Experience: Here’s How I Cancelled My Cloudways AccountFirst, it’s important to note that Cloudways does not offer a money-back guarantee. Instead, there’s a three-day trial and you’ll only ever be charged for the resources you use, which I think is pretty fair. You won’t need to enter your credit card details for the free trial, so there’s no risk of being billed by mistake. But if you decide to upgrade at any point during or after the free trial, your account will be charged accordingly. I needed to upgrade to install the CDN, so I had to cut my trial short. However, shortly afterward I decided to cancel the account and request a refund. This would’ve been straightforward if I didn’t want a refund, but as I did, the process was a little trickier. I’ll cover my experience seeking a refund further below, but if you do not require a refund, you can easily cancel your account with the following steps. 1. Head over to the Cloudways website and log in to your account. The Login button can be found in the top-right of most pages on the Cloudways site. 2. Delete any active servers. Before you can cancel your account, you’ll need to delete all of your servers. This can easily be done with a few clicks – enter the Server menu in the top menu bar, then hit the little dots icon to the far right of each server. This will open a menu that reveals the Delete button. However, if there’s data you’d like to save from these servers, ensure you perform a full local backup first. This will require connecting to your server using the SSH File Transfer Protocol (SFTP). It can be a bit involved if you’re not used to using SSH, but thankfully, Cloudways offers video and text tutorials covering the entire process. Still, I would’ve preferred an easier way to do something so important – I shouldn’t have to use SSH just to download a local backup when I’m paying for a managed service. 3. Remove any active add-ons. Next up, you’ll need to remove any subscriptions to Cloudways’ various additional services. If you’re on the free trial, you can safely skip this step as these add-ons aren’t available without upgrading. The add-ons menu is somewhat hidden behind the Grid icon in the top menu bar – you’ll need to click this, then Add-ons. You’ll then be brought to a screen showing a list of Cloudways’ available add-ons. You can see which ones are active by looking at the light-gray text underneath the name of each particular add-on, which will denote whether the add-on is enabled or disabled. To remove a subscription from an active add-on, you’ll need to click the small pencil icon to the far right. Then, simply press Remove Subscription and you’re done! Nice and simple. I was happy to see that Cloudways didn’t beg me to reconsider at any point. 4. Close your account. With all that out of the way, you can now begin the cancellation process. Thankfully, it only takes a few clicks. First, select the Profile icon in the top right. This will open a sub-menu – click Account on this menu to continue. You’ll see a page where you can change your account settings. Scroll down to the bottom, and you’ll see the Cancel Your Account section. Here, Cloudways lists all the terms and conditions. Ensure you look through this closely – most importantly, you’ll lose all website data, and you’ll receive a final invoice in the next billing cycle. This bill will cover the costs incurred from your last paid invoice to the cancellation date. If this all looks good to you, tick the checkbox to indicate that you understand and accept the terms and conditions. Then, click on Cancel My Account. It’s as simple as that, and it can be done without speaking to customer service once. Unfortunately, getting a refund is a little more complex. There isn’t a standard refund policy, so it’s really up to customer service to help you out. Because I had installed the CDN add-on, my free trial ended prematurely and charges were incurred on my account. I requested a refund with a message sent via live chat. The live chat operator asked if I had already removed the CDN from my account. I hadn’t, so they kindly offered to deal with it for me. I then had to wait for an email confirming the next steps, which only took a few minutes to arrive. (A pleasant surprise!) In the email, the agent informed me that if he were to downgrade my account back to the free trial, it would delete the server I’d just created, and I would no longer be able to use the platform. Then, he generously offered me free hosting credit so I could continue to try out the service. Cloudways also gave me a small amount of free credit towards my invoice for the CDN, which I greatly appreciated.
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