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  1. #1

    Thumbs down Hostpapa Setup Fee and Cancellation Policy

    Hello
    I was Buy a hosting From them But they says 30days money back
    http://hostpapa.com/Terms.shtml
    after ask money They take Setup cost ($19.95) = 19.95 From us.Its horrible.
    Original order (includes set up, domain registration) = $83.40 - $36.00 (coupon) = $47.40

    Less:
    Setup cost ($19.95) = 19.95
    Cost of domain name registration ($24.95) = N/A

    Net credit = $27.45

    We have refunded you $27.45 as calculated above.

    I guess they scam with people like that so I say again beware from them.

    More Poof
    Mail:
    http://i54.tinypic.com/euo5lh.jpg
    Tos:
    http://i56.tinypic.com/iengg5.png

    Thank you
    Last edited by sufia; 11-26-2010 at 04:20 PM.

  2. #2
    Join Date
    Jun 2010
    Location
    Modesto California
    Posts
    6,015
    Wow, I wouldn't necessarily call it a scam, but they are definitely over charging. Why did you cancel your service with them? This is why it is always important to read through the TOS before signing up.
    ---> Click Here For cPanel Web Hosting Services.
    ---> Click Here for Web Development Services.


    FernGullyGraphics --- 426 14th St. Suite #115 --- Modesto, California --- 95354

  3. #3
    Join Date
    Apr 2009
    Posts
    6,385
    Quote Originally Posted by sufia View Post
    Hello
    I was Buy a hosting From them But they says 30days money back
    http://hostpapa.com/Terms.shtml
    after ask money They take Setup cost ($19.95) = 19.95 From us.Its horrible.
    Original order (includes set up, domain registration) = $83.40 - $36.00 (coupon) = $47.40

    Less:
    Setup cost ($19.95) = 19.95
    Cost of domain name registration ($24.95) = N/A

    Net credit = $27.45

    We have refunded you $27.45 as calculated above.

    I guess they scam with people like that so I say again beware from them.

    More Poof
    Mail:
    http://i54.tinypic.com/euo5lh.jpg
    Tos:
    http://i56.tinypic.com/iengg5.png

    Thank you
    It's not a scam, you agreed to those costs as you signed up.

    The setup fee is non refundable, you should be able to transfer your domain to a registrar of your choice (just ask them) and your hosting account was refunded.

    I would have to agree that the cost for the domain is way over priced , but you are the one who decided to make a purchase.

  4. #4
    Join Date
    Apr 2009
    Posts
    42
    Yeah, sorry about that - but thanks for the heads up. It's always good to read over the terms of service before purchasing, but I do agree that they are quite lengthy. I feel that a money back guarantee should be a full refund, besides things that the client can take with them, such as a domain name registration.
    Award Winning Web Hosting
    AN Hosting: http://anhosting.com/
    http://anhosting.com/hosting/

  5. #5
    When I signed up, the setup cost was free. They don't say anywhere in TOS that they will take $19.95 as Setup cost when account canceled or refund money. I canceled because support was not good for me.

    Thanks.

    Quote Originally Posted by Zach Nelson View Post
    It's not a scam, you agreed to those costs as you signed up.

    The setup fee is non refundable, you should be able to transfer your domain to a registrar of your choice (just ask them) and your hosting account was refunded.

    I would have to agree that the cost for the domain is way over priced , but you are the one who decided to make a purchase.

  6. #6
    Join Date
    Apr 2009
    Posts
    42
    That's interesting. Do they have a page that explains the 30 day money back guarantee? If it doesn't state the terms of the cancellation anywhere, then I would definitely call them up and see what they can do for you.
    Award Winning Web Hosting
    AN Hosting: http://anhosting.com/
    http://anhosting.com/hosting/

  7. #7
    Here is Hostpapa Tos for setup fee and refund policy:
    http://hostpapa.com/Terms.shtml

    FEES & PAYMENTS
    a) Fees - HostPapa charges the following fees where applicable. All such fees are subject to change with 30 days notice. Not all fees are applicable to all accounts.

    b) Set-Up Fee – This is a one time fee that may be charged in connection with the establishment of a new account.

    c) Service Fee – This is the fee for your 1-year, 2-year or 3-year web hosting services.

    k) Cancellation & Refunds: Should you become dissatisfied with our services within the first 30 days of your account activation, HostPapa will refund your hosting fees, subject to the money back guarantee terms listed in this agreement. There are no refunds on setup fees, domain registrations, or for pre-paid accounts after the 30 days of account activation. You may, however, cancel your account at any time. You will need to contact customer service and verify your information before cancellation takes place. Accounts which have negative balances or fees owing will have all respective services terminated, including hosting accounts with applicable domain registrations. Furthermore, if you have a domain that you acquired through our “free domain” promotion at the time you became a HostPapa customer and wish to transfer this domain to another web hosting provider or domain registrar, this domain will be subject to a domain registration fee prior to the execution of the transfer process.

    This is a great Tos, and I was read this carefully and then I signed up for 1 year, but they cheat or scam with me (customer)s like that way. I want scam free online service for all, so that people can trust.

    Its
    Quote Originally Posted by lweeks View Post
    That's interesting. Do they have a page that explains the 30 day money back guarantee? If it doesn't state the terms of the cancellation anywhere, then I would definitely call them up and see what they can do for you.
    Last edited by sufia; 11-26-2010 at 05:00 PM.

  8. #8
    Join Date
    Apr 2009
    Posts
    6,385
    I just spoke with someone from hostpapa live chat, they are advising you to call 1-888-959-7272.

    Welcome to hostpapasupport.com, Alexander will be right with you.
    Alexander
    Hello, need help?
    Zach
    Hello, yes I have a question about setup fees.
    Chat is now being translated from French, to English
    Chat est maintenant en cours de traduction du français, en anglais
    Alexander
    Oui?
    Yes?
    Translation powered by
    Zach
    If I purchase 1 year of hosting, and then that is $83.40 correct?
    Alexander
    Oui
    Yes
    Alexander
    That is indeed so, including taxes
    That Is Indeed so, Including taxes
    Zach
    And, if I were to request a refund with in 30 days, how much of that money would I receive back?
    Alexander
    Everything, minus the domain registration fee (if you were to register it with us)
    Everything, Minus the domain registration fee (If You Were to register it with us)
    Alexander
    Usually all minus $24.95
    Usually all minus $ 24.95
    Zach
    What is the minus $24.95?
    Alexander
    The domain registration fee/ transfer fee
    The domain registration fee / transfer fee
    Zach
    Okay, in this case I would not be registering a domain.
    Zach
    Is there a setup fee assessed to the account if a refund is requested?
    Alexander
    Nop
    Alexander
    *Non
    * Not
    Zach
    Can I please be transferred to a supervisor?
    Alexander
    They do not take chats.
    They Do not take cats.
    Alexander
    Is there something that you were not satisfied with?
    Is There Something That You Were Not Satisfied with?
    Zach
    No, I am investigating a post on WHT (Web Hosting Talk) where a user paid $47.40 for their <snip> hosting <snip>, and requested a refund and they were charged $19.95 out of their refund for a setup fee .
    Alexander
    And they were hosted with Hostpapa?
    And They Were With hosted HostPapa?
    Zach
    Yes sir.
    Zach
    Here is a screen print of the email they had: http://i54.tinypic.com/euo5lh.jpg
    Zach
    As you can see $19.95 is subtracted from their credit.
    Alexander
    Strange... I haven't come across that before.
    Strange ... That I have not come across before.
    Zach
    Is there a direct number to a supervisor I can give to this person to call?
    Alexander
    No
    Alexander
    You can try our toll free number 1-888-959-7272
    You Can Try our toll free number 1-888-959-7272
    Zach
    Alright thanks.
    Zach
    Can I have permission to reference this chat on my reply on WHT.
    Alexander
    Sure
    Zach
    Thanks, have a great day.

  9. #9
    Join Date
    Apr 2009
    Posts
    42
    It would seem strange that they would charge you for a setup fee when it was free when you began the account. Thanks Zach for the confirmation.
    Award Winning Web Hosting
    AN Hosting: http://anhosting.com/
    http://anhosting.com/hosting/

  10. #10
    Join Date
    Apr 2009
    Posts
    6,385
    Quote Originally Posted by lweeks View Post
    It would seem strange that they would charge you for a setup fee when it was free when you began the account. Thanks Zach for the confirmation.
    I'm assuming it may be a mistake by whomever refunded the account not knowing there wasn't a setup fee assessed.

  11. #11
    Thanks @Zach Nelson

  12. #12
    Join Date
    Apr 2009
    Posts
    6,385
    Quote Originally Posted by sufia View Post
    Thanks @Zach Nelson
    Sure not a problem, I hope you get the issue solved.

  13. #13
    Join Date
    Jun 2009
    Location
    UK: Oxford
    Posts
    1,249
    Just over priced; not a scam.
    Pub, Gym and Programming is now my life.

  14. #14
    Join Date
    Apr 2009
    Posts
    6,385
    Quote Originally Posted by jwebhost View Post
    Just over priced; not a scam.
    Did you read the thread?

  15. #15
    Join Date
    Oct 2002
    Location
    EU - east side
    Posts
    21,913
    Just over priced; not a scam.
    Lots of hosts charge some $20 per "free domain" if you cancel hosting early. Their $25 doesn't seem that much. If there's anything to complain about regarding the domain charge, is the fact that the actual sum isn't mentioned in the TOS. Then again, that would give them the possibility of charging any amount they deem fit.

    Zach Nelson is right, the major issue here is the setup fee, which was non-existent at signup, and, according to industry practice (but not necessarily according to law and TOS clauses as well), should not be retained from the refund. It was very likely (and hopefully) just a billing mistake.

  16. #16
    Join Date
    Jun 2009
    Location
    UK: Oxford
    Posts
    1,249
    Yes; I did. To me it appears that someone somewhere went over-board on what the pricing should be and either simply forgot or never got to round to setting up a policy on the 'In the event of a refund' bit.

    It also appears to have been quickly resolved and I'm going to assume the issue has been highlighted...
    Pub, Gym and Programming is now my life.

  17. #17
    Join Date
    Apr 2009
    Posts
    6,385
    Quote Originally Posted by jwebhost View Post
    Yes; I did. To me it appears that someone somewhere went over-board on what the pricing should be and either simply forgot or never got to round to setting up a policy on the 'In the event of a refund' bit.

    It also appears to have been quickly resolved and I'm going to assume the issue has been highlighted...
    Well regardless of whether or not someone forgot to include that clause in the ToS, it's still not there. So, they can't just take money from someone.

    Hopefully it is just a billing error, and will be resolved soon. Perhaps the OP will provide us with an update on his situation.

  18. #18
    Thanks I'll look out for them

  19. #19
    Original Transaction
    Date Type Status Details Amount
    9 Nov 2010 Payment To Hostpapa, Inc. Partially Refunded Details -$47.40 USD

    Related Transaction
    Date Type Status Details Amount
    27 Nov 2010 Refund Completed ... $27.45 USD

    Really Scam Company.Beware from Them.
    That,s my recommend.
    Last edited by sufia; 11-29-2010 at 01:14 AM.

  20. #20
    Join Date
    Dec 2007
    Location
    Indiana, USA
    Posts
    15,413
    So they charged you a setup fee, and then they didn't refund the non-refundable setup fee, and you call that a scam? Am I understanding this correctly?
    Michael Denney - MDDHosting, LLC - Professional Hosting Solutions
    LiteSpeed Powered - Shared, Premium, Reseller, and VPS
    For high-end shared accounts ideal for business, check out our Premium offerings!
    http://www.mddhosting.com/ - Providing Quality Services since 2007

  21. #21
    Join Date
    Oct 2002
    Location
    EU - east side
    Posts
    21,913
    Quote Originally Posted by MikeDVB View Post
    So they charged you a setup fee, and then they didn't refund the non-refundable setup fee, and you call that a scam? Am I understanding this correctly?
    There is no setup fee mentioned for their hosting. Perhaps they had one in the past? In any case, I don't see one for the $83 yearly package that the OP's got.

    His complaint seems valid to me.

  22. #22
    Join Date
    Dec 2007
    Location
    Indiana, USA
    Posts
    15,413
    Quote Originally Posted by ldcdc View Post
    There is no setup fee mentioned for their hosting. Perhaps they had one in the past? In any case, I don't see one for the $83 yearly package that the OP's got.

    His complaint seems valid to me.
    Ah, ok - well that makes sense. If they want to claim a "setup fee" when one was not clearly indicated while ordering I could definitely see the issue.
    Michael Denney - MDDHosting, LLC - Professional Hosting Solutions
    LiteSpeed Powered - Shared, Premium, Reseller, and VPS
    For high-end shared accounts ideal for business, check out our Premium offerings!
    http://www.mddhosting.com/ - Providing Quality Services since 2007

  23. #23
    Hello
    Hostpapa said you register Domain With them.Its true?I was going to live chat.

    please confirm.because they confirm via live chat you register Domain with Hostpapa.


    Welcome to hostpapasupport.com, TimR will be right with you.

    TimR:
    Hello, how can I help you?

    jay:
    hi it scam company?

    TimR:
    sorry, are you asking if we a scam company?

    jay:
    i search google

    jay:
    revieew

    jay:
    review

    jay:
    i m coming to esquire WHT a post

    jay:
    if i buy hosting

    jay:
    and ask refund after 30 days then you refund us?

    TimR:
    you only get a refund within the first 30 days after you sign up

    jay:
    if 30days gone?

    jay:
    i cannot refund.

    TimR:
    no, if it is past 30 days, you will not get a refund, you can still cancel at any time, but you will not get a refund past 30 days.

    jay:
    if not use in 30 days

    TimR:
    once you sign up, you have 30 days to cancel and get a refund, it does not matter if you used it or not.

    jay:
    ok thank you

    TimR:
    you're welcome

    jay:
    if in 30 days

    jay:
    i can get full refund?

    TimR:
    yes, if you cancel within 30 days you get a refund

    jay:
    Full Refund?

    TimR:
    if we registered the domain name for you, you need to pay for that. Its just $24.95, but you will get to keep that domain name for a year.

    jay:
    if not register domain then

    TimR:
    if you already had your domain registered elsewhere and did not transfer it to us, than yes you would get a full refund on the hosting

    TimR:
    other than that, is there anything else I can help you with?

    jay:
    but someone says you take setup fee

    jay:


    TimR:
    There are no refunds on setup fees, domain registrations, or for pre-paid accounts after the 30 days of account activation. You may, however, cancel your account at any time. You will need to contact customer service and verify your information before cancellation takes place. Accounts which have negative balances or fees owing will have all respective services terminated, including hosting accounts with applicable domain registrations. Furthermore, if you have a domain that you acquired through our “free domain” promotion at the time you became a HostPapa customer and wish to transfer this domain to another web hosting provider or domain registrar, this domain will be subject to a domain registration fee prior to the execution of the transfer process.

    TimR:
    take a look at our terms:

    jay:
    they dont get full money

    jay:
    Original Transaction Date Type Status Details Amount 9 Nov 2010 Payment To Hostpapa, Inc. Partially Refunded Details -$47.40 USD Related Transaction Date Type Status Details Amount 27 Nov 2010 Refund Completed ... $27.45 USD Really Scam Company.Beware from Them. That,s my recommend.

    jay:
    someone said

    TimR:
    There are no refunds on setup fees

    TimR:
    its in our terms

    TimR:
    they just get a refund for the hosting portion

    TimR:
    minus the domain and setup

    jay:
    they dont have domain on hostpapa

    jay:
    please review screenshot

    jay:

    TimR:
    it was registered through us, thats why we took off $24.95

    jay:
    Can I have permission to reference this chat on my reply on WHT.

    jay:
    webhostingtalk.com

    TimR:
    sure, you can post your own review, thats fine

    TimR:
    other than that, is there anything else I can help you with?

    jay:
    i want to post it on my reply.

    jay:
    can i?

    TimR:
    you can post your review on us, we're not associated with webhostingtalk.com

    jay:
    okay

    jay:
    thank you

    TimR:
    you're welcome

    TimR:
    bye

    Thank you all
    Jaydul
    Newbe In WHT
    Quote Originally Posted by sufia View Post
    Original Transaction
    Date Type Status Details Amount
    9 Nov 2010 Payment To Hostpapa, Inc. Partially Refunded Details -$47.40 USD

    Related Transaction
    Date Type Status Details Amount
    27 Nov 2010 Refund Completed ... $27.45 USD

    Really Scam Company.Beware from Them.
    That,s my recommend.
    Last edited by jaydul; 11-29-2010 at 07:49 AM.

  24. #24
    Please Read Thread and See Screen shot.
    Thank you
    Quote Originally Posted by jaydul View Post
    Hello
    Hostpapa said you register Domain With them.Its true?I was going to live chat.

    please confirm.because they confirm via live chat you register Domain with Hostpapa.


    Welcome to hostpapasupport.com, TimR will be right with you.

    TimR:
    Hello, how can I help you?

    jay:
    hi it scam company?

    TimR:
    sorry, are you asking if we a scam company?

    jay:
    i search google

    jay:
    revieew

    jay:
    review

    jay:
    i m coming to esquire WHT a post

    jay:
    if i buy hosting

    jay:
    and ask refund after 30 days then you refund us?

    TimR:
    you only get a refund within the first 30 days after you sign up

    jay:
    if 30days gone?

    jay:
    i cannot refund.

    TimR:
    no, if it is past 30 days, you will not get a refund, you can still cancel at any time, but you will not get a refund past 30 days.

    jay:
    if not use in 30 days

    TimR:
    once you sign up, you have 30 days to cancel and get a refund, it does not matter if you used it or not.

    jay:
    ok thank you

    TimR:
    you're welcome

    jay:
    if in 30 days

    jay:
    i can get full refund?

    TimR:
    yes, if you cancel within 30 days you get a refund

    jay:
    Full Refund?

    TimR:
    if we registered the domain name for you, you need to pay for that. Its just $24.95, but you will get to keep that domain name for a year.

    jay:
    if not register domain then

    TimR:
    if you already had your domain registered elsewhere and did not transfer it to us, than yes you would get a full refund on the hosting

    TimR:
    other than that, is there anything else I can help you with?

    jay:
    but someone says you take setup fee

    jay:


    TimR:
    There are no refunds on setup fees, domain registrations, or for pre-paid accounts after the 30 days of account activation. You may, however, cancel your account at any time. You will need to contact customer service and verify your information before cancellation takes place. Accounts which have negative balances or fees owing will have all respective services terminated, including hosting accounts with applicable domain registrations. Furthermore, if you have a domain that you acquired through our “free domain” promotion at the time you became a HostPapa customer and wish to transfer this domain to another web hosting provider or domain registrar, this domain will be subject to a domain registration fee prior to the execution of the transfer process.

    TimR:
    take a look at our terms:

    jay:
    they dont get full money

    jay:
    Original Transaction Date Type Status Details Amount 9 Nov 2010 Payment To Hostpapa, Inc. Partially Refunded Details -$47.40 USD Related Transaction Date Type Status Details Amount 27 Nov 2010 Refund Completed ... $27.45 USD Really Scam Company.Beware from Them. That,s my recommend.

    jay:
    someone said

    TimR:
    There are no refunds on setup fees

    TimR:
    its in our terms

    TimR:
    they just get a refund for the hosting portion

    TimR:
    minus the domain and setup

    jay:
    they dont have domain on hostpapa

    jay:
    please review screenshot

    jay:

    TimR:
    it was registered through us, thats why we took off $24.95

    jay:
    Can I have permission to reference this chat on my reply on WHT.

    jay:
    webhostingtalk.com

    TimR:
    sure, you can post your own review, thats fine

    TimR:
    other than that, is there anything else I can help you with?

    jay:
    i want to post it on my reply.

    jay:
    can i?

    TimR:
    you can post your review on us, we're not associated with webhostingtalk.com

    jay:
    okay

    jay:
    thank you

    TimR:
    you're welcome

    TimR:
    bye

    Thank you all
    Jaydul
    Newbe In WHT

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