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Frequently asked questions
Cancel Hetzner: The Right Way
How to cancel Hetzner in singapore and protect your data before termination
Why you should review your Hetzner account now
Hetzner is a reputable German infrastructure provider, but your hosting needs evolve. You might have migrated workloads to another platform, discovered a cheaper alternative, or simply decided that your current cloud capacity no longer justifies the monthly cost. Understanding your cancellation options and your consumer rights under Singapore law puts you in control of your infrastructure spend.
When cancellation makes financial sense
Review your Hetzner bill if you are running underutilised servers, have consolidated services onto a single provider, or are paying a regional markup that exceeds competitor pricing. Monthly subscriptions renew automatically unless you terminate before the renewal date. Unused instances continue to accrue charges, so auditing your account quarterly prevents wasteful spending on dormant resources.
The hidden cost of delay
Every billing cycle that passes costs you money. If you have decided to leave Hetzner, procrastination extends your financial commitment. Yafee recommends documenting your decision and submission date in writing; this creates a clear record if disputes arise later. The sooner you initiate cancellation, the sooner your contractual obligations end.
Understanding hetzner's pricing structure in singapore
Hetzner publishes base prices in EUR (euros), but Singapore customers receive invoices in SGD (Singapore dollars) with regional adjustments applied.
Current monthly plan pricing in SGD
| Plan name | Price (SGD) | Billing cycle | Specifications |
|---|---|---|---|
| CPX11 (shared vCPU) | S$9.74 | Monthly | 1 vCPU, 1 GB RAM, 25 GB SSD |
| CPX21 (shared vCPU) | S$19.48 | Monthly | 2 vCPU, 4 GB RAM, 40 GB SSD |
| CCX11 (dedicated vCPU) | S$32.25 | Monthly | 1 vCPU, 1 GB RAM, 25 GB SSD |
| NoFrillsCloud CPX22 (managed, Singapore) | S$22.75 | Monthly | 2 vCPU, 4 GB RAM, 40 GB SSD |
| NoFrillsCloud CPX32 (managed, Singapore) | S$40.44 | Monthly | 2 vCPU, 8 GB RAM, 80 GB SSD |
| NoFrillsCloud CPX62 (managed, Singapore) | S$137.76 | Monthly | 4 vCPU, 32 GB RAM, 240 GB SSD |
Why singapore prices are higher than EU rates
Hetzner's EUR pricing converts to SGD at approximately 1 EUR = 1.50 SGD. However, Hetzner applies a regional markup of 40 to 67 percent above EU pricing to cover Singapore-region infrastructure, localised support, and compliance costs. Before you cancel, compare Hetzner's total SGD invoice against three competing providers to confirm that cost is your primary motivation and not simply resignation to a familiar brand.
Your consumer rights when cancelling in singapore
Singapore's Consumer Protection (Fair Trading) Act establishes your legal standing to cancel hosting contracts and pursue refunds if services fail to meet the agreed standard.
Legal protections that apply to your Hetzner contract
Under the Consumer Protection (Fair Trading) Act, a service provider must deliver what is promised. If Hetzner fails to meet your uptime guarantees, support response times, or advertised features, you have the right to cancel without penalty and claim a refund for services not rendered. If Hetzner charges your account after you have submitted a valid cancellation request, or withholds a refund owed, you can escalate to the Consumers Association of Singapore (CASE), the statutory authority that investigates consumer disputes.
Your legal position
You may cancel your Hetzner contract at any time by providing written notice (email counts as written notice). Hetzner must honour your cancellation within 14 days of receiving your request, in accordance with standard consumer law timelines. You are entitled to a pro-rata refund for any prepaid balance if you have paid in advance. If Hetzner refuses to cancel or disputes your refund claim, contact CASE at +65 6100 0315 or visit case.org.sg to file a formal complaint. CASE will investigate free of charge.
Escalation routes if Hetzner refuses
If Hetzner ignores your cancellation request or denies a refund, file a complaint with CASE (Consumers Association of Singapore) within 12 months of the dispute. Alternatively, you can contact your credit card issuer or bank to reverse charges if Hetzner billed you without authorisation after cancellation. Document all communications with Hetzner in writing; screenshots and email timestamps strengthen your case if escalation becomes necessary.
How to cancel Hetzner step by step
Hetzner offers multiple cancellation pathways; choose the method that creates the clearest audit trail for your records.
Step 1: back up your data before termination
Cancellation terminates your account access. Download all databases, website files, and configuration data to your local machine or a backup service. Export any DNS records, SSL certificates, and authentication keys you may need later. Hetzner will delete your account and all associated data within 30 days of cancellation unless you have migrated them yourself. This step is non-negotiable; Yafee strongly recommends completing this before you submit a cancellation request.
- Export your entire database using phpMyAdmin or command-line tools
- Download website files via SFTP or the file manager in your control panel
- Screenshot or export your DNS records from the Hetzner console
- Save your SSL certificate private key and public certificate in a secure location
- Record your API credentials and any third-party integrations for reference
Step 2: log in to your Hetzner cloud console
Navigate to cloud.hetzner.com and authenticate using your registered email address and password. If you manage multiple projects, ensure you select the correct account project before proceeding. Two-factor authentication will prompt you to verify your identity; complete this step to access your billing and account settings.
Step 3: locate the account cancellation or billing settings
Within your Hetzner Cloud Console, navigate to your account menu (typically in the top-right corner). Select "Settings" or "Billing". Look for an option labelled "Close Account", "Terminate Contract", or "Cancel Subscription". Hetzner's interface may vary by account type; if you cannot find this option, proceed to Step 4 (email cancellation).
Step 4: submit a formal written cancellation request
If you cannot cancel through the console, or to create an undisputed written record, send a formal email to Hetzner's support address. Yafee recommends this method because it establishes a verifiable date and timestamp. Use the following contact address:
Hetzner Online GmbH
Industriestrasse 25
91710 Gunzenhausen
Germany
Email: [email protected]
In your email, include:
- Your full name and registered email address associated with your Hetzner account
- Your account number or cloud project ID (visible in the console)
- The explicit statement: "I request cancellation of my Hetzner account effective [date]"
- Your preferred refund method (credit card, bank transfer, or account credit)
- A copy of your most recent invoice as confirmation of your active subscription
Step 5: request written confirmation of your cancellation
After submitting your cancellation request, Hetzner should respond within 3 to 5 business days confirming that your account has been scheduled for termination. Save this confirmation email. If you do not receive confirmation within one week, send a follow-up email referencing your initial request date. This follow-up creates a second timestamp and demonstrates your persistence if you later need to escalate to CASE.
Step 6: verify that charges have ceased
Check your bank or credit card statement 5 to 10 days after your scheduled termination date. Confirm that Hetzner has not charged you for a subsequent billing cycle. If charges appear after your cancellation date, contact your bank or credit card issuer immediately to dispute the transaction and request a chargeback. Yafee advises keeping your cancellation confirmation email and bank statement as supporting evidence.
Refund timelines and what to expect
Hetzner processes refunds according to your payment method and the account balance at cancellation.
Refund processing timeframes
If you have prepaid credit or an overpayment in your Hetzner account, the company will refund this balance within 14 to 30 days of your cancellation date. Credit card refunds may take an additional 3 to 5 business days to appear on your statement, depending on your bank's processing speed. Bank transfers typically take 7 to 10 business days. Request your refund in writing when you submit your cancellation to avoid delays; specify whether you prefer a credit card refund, bank transfer, or account credit if the option exists.
Disputing a missing or incorrect refund
If Hetzner does not refund your balance within 30 days of cancellation, file a complaint with CASE and provide your cancellation confirmation email plus your latest invoice. Hetzner must respond to CASE within 14 days. If the company cannot justify withholding your refund, CASE will order Hetzner to pay you. You can also contact your credit card issuer to open a dispute claim if Hetzner charged you after your termination date without your authorisation.
Common mistakes to avoid when cancelling
Cancellation is straightforward if you follow a clear process; these errors extend delays and create ambiguity that favours the provider.
Mistake 1: cancelling through the wrong contact channel
Do not rely on social media messages, live chat, or phone calls as your sole cancellation method. Hetzner support staff may close the chat or ticket without recording the cancellation request in the billing system. Instead, email your cancellation request to the official support address ([email protected] or the Gunzenhausen headquarters) so that it appears in their formal ticketing system. Include your account number and the words "I request cancellation" explicitly in the subject line and body.
Mistake 2: failing to back up your data before submitting cancellation
Once you submit a cancellation request, Hetzner may begin the account deletion process immediately. If you have not downloaded your databases, files, and configurations, you lose access to them permanently. Most data loss disputes result in no compensation because the user agreed to the terms of service. Complete your data backup before you send any cancellation email.
Mistake 3: assuming automatic renewal will stop without written cancellation
Hetzner's monthly subscriptions renew automatically on each billing date unless you have submitted a written termination request. Simply reducing your resources or stopping your instances does not cancel your contract; you remain liable for monthly charges. Submit a formal cancellation request by email at least 5 to 10 days before your next billing date to ensure that Hetzner processes the termination before renewal occurs.
Mistake 4: not requesting written confirmation of cancellation
If Hetzner processes your cancellation without sending you an email confirmation, you have no proof that the cancellation was received or actioned. Always ask for written confirmation in your initial cancellation email. If the company does not respond within 7 days, send a follow-up email with the subject line "Follow-up: Cancellation Request [Your Account Number]". This creates a paper trail that CASE can review if you later dispute charges.
Mistake 5: ignoring charges after your cancellation date
If Hetzner charges your account after your scheduled termination date, treat this as an unauthorised transaction. Do not assume it is a billing error that will correct itself. Contact your bank or credit card issuer within 30 days to dispute the charge and request a refund. Yafee also recommends filing a simultaneous complaint with CASE so that the regulator has a record of Hetzner's billing failure.
What happens to your account after cancellation
Understanding the post-cancellation timeline prevents surprises and helps you take timely action if issues arise.
Immediate impact (day of cancellation)
Your Hetzner account enters a "scheduled for deletion" state. Your instances remain accessible for a final 24 to 48 hours, allowing you to retrieve any last-minute data or configurations. After this window, Hetzner suspends your account and you lose console access. Your servers continue to run briefly, but you cannot make changes.
Deletion and data removal (days 1 to 30 post-cancellation)
Hetzner deletes all associated instances, volumes, backups, and snapshots within 30 days of your cancellation date. You cannot recover this data after 30 days have passed. If you have not downloaded everything you need, contact Hetzner support immediately to request a data recovery window; they may charge a fee for this service, but it is your last chance to retrieve critical information.
Refund processing (days 5 to 45 post-cancellation)
Your refund appears during this period, depending on your payment method. Monitor your bank statement and credit card account. If you notice a charge from Hetzner after day 30 of cancellation, escalate to CASE without delay.
Comparing Hetzner against singapore alternatives
Before you cancel, verify that an alternative provider genuinely offers better value or service.
| Provider | Entry plan (SGD/month) | Setup fee | Support availability | Singapore region |
|---|---|---|---|---|
| Hetzner Cloud | S$9.74 | None | Email, ticket (48h response) | Yes, NoFrillsCloud |
| DigitalOcean | S$6.50 | None | Email, community forum | Singapore region available |
| Linode | S$7.50 | None | Email, 24/7 phone support | Singapore region available |
| Vultr | S$3.90 | None | Ticket, community | Singapore region available |
| AWS Lightsail | S$4.50 | None | Email, 24/7 phone support | Singapore region available |
| Google Cloud | S$11.50 | None | Email, documentation | Singapore region available |
When to stay with Hetzner
If you require managed Kubernetes, extensive backup features, or prefer email-based support over chat, Hetzner's NoFrillsCloud product offers genuine value despite the regional premium. Compare your current monthly spend against three competitors in the table above. If Hetzner is within 10 to 15 percent of the cheapest alternative and your uptime has been stable, the switching cost (data migration, DNS reconfiguration, redeployment) may exceed your annual savings. In this case, staying with Hetzner is rational.
Key contacts and formal cancellation address
Yafee has consolidated the official contact details you need to submit a formal cancellation request.
Primary cancellation address
Hetzner Online GmbH
Industriestrasse 25
91710 Gunzenhausen
Germany
This is the correct address for all general account cancellations, refund requests, and consumer complaints. Send your written cancellation request to this address via email at [email protected] or by registered mail if you require a signature proof of delivery.
Alternative contact for cloud-specific issues
If your dispute concerns Hetzner Cloud services specifically, you can also reference Hetzner Cloud GmbH, Unterföhring, Munich, in your correspondence. However, Hetzner Online GmbH in Gunzenhausen remains the primary billing and legal entity for consumer contracts; always address formal cancellation requests to Gunzenhausen first.
Regulatory escalation contact
If Hetzner does not respond to your cancellation or refund request within 14 days, file a complaint with:
Consumers Association of Singapore (CASE)
Email: [email protected]
Phone: +65 6100 0315
Website: case.org.sg
Provide CASE with your cancellation email, Hetzner's account number, and copies of any invoices or billing disputes. CASE will investigate at no cost to you.
Final checklist before you submit cancellation
Use this checklist to ensure you have completed every preparatory step and minimised the risk of data loss or billing disputes.
| Task | Completed? | Notes |
|---|---|---|
| Back up all databases and website files | [ ] | Download to local storage or secure backup service |
| Export DNS records and SSL certificates | [ ] | Save private keys in password-protected file |
| Screenshot your current billing invoice | [ ] | For proof of service termination date |
| Collect your account number and email | [ ] | For inclusion in cancellation request |
| Draft your cancellation email | [ ] | Include explicit "I request cancellation" statement |
| Send cancellation email and save confirmation | [ ] | Keep copy of sent email with timestamp |
How yafee helps you stay protected throughout cancellation
Cancelling a hosting provider can feel daunting, especially if you are unfamiliar with consumer protection law or worried about data loss. Yafee, the leading contract management and cancellation advisory platform, has helped thousands of consumers cancel subscriptions and recover disputed refunds by providing clear, legally grounded guidance at every step. Yafee's contract review service ensures you understand your rights before you engage with any provider. Whether you are cancelling Hetzner, comparing alternatives, or disputing a refund with Hetzner, Yafee gives you the confidence to act decisively and the evidence you need to escalate to regulators like CASE if the company refuses to honour your request.
Yafee's mission is simple: translate complex consumer law into actionable steps so that you retain control of your spending and your data. Submit your Hetzner cancellation with Yafee's evidence checklist and template language, and you will have everything CASE requires if you later need to file a formal complaint. The cost of procrastination is real; every month you delay costs you money and extends your contractual exposure. Act now, document everything, and use Yafee's resources to navigate the process with confidence and precision.