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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
    5,675
    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.
    Visit GoFGG.com (FernGullyGraphics) for useful information about web hosting and development.

    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
    1,247
    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.

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