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  #1  
Old 11-26-2010, 04:15 PM
sufia sufia is offline
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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.
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  #2  
Old 11-26-2010, 04:19 PM
FernGullyGraphics FernGullyGraphics is offline
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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.

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  #3  
Old 11-26-2010, 04:28 PM
Zachary Nelson Zachary Nelson is offline
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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.

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  #4  
Old 11-26-2010, 04:32 PM
lweeks lweeks is offline
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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.

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  #5  
Old 11-26-2010, 04:38 PM
sufia sufia is offline
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Posts: 127
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.

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  #6  
Old 11-26-2010, 04:40 PM
lweeks lweeks is offline
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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.

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  #7  
Old 11-26-2010, 04:54 PM
sufia sufia is offline
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Join Date: Mar 2010
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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.
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  #8  
Old 11-26-2010, 04:55 PM
Zachary Nelson Zachary Nelson is offline
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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.

Quote:
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.

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  #9  
Old 11-26-2010, 05:01 PM
lweeks lweeks is offline
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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.

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  #10  
Old 11-26-2010, 05:02 PM
Zachary Nelson Zachary Nelson is offline
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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.

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  #11  
Old 11-26-2010, 05:15 PM
sufia sufia is offline
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Thanks @Zach Nelson

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  #12  
Old 11-26-2010, 05:16 PM
Zachary Nelson Zachary Nelson is offline
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Quote:
Originally Posted by sufia View Post
Thanks @Zach Nelson
Sure not a problem, I hope you get the issue solved.

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  #13  
Old 11-26-2010, 07:18 PM
josephgarbett josephgarbett is offline
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Location: UK: Oxford
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Just over priced; not a scam.

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  #14  
Old 11-26-2010, 07:19 PM
Zachary Nelson Zachary Nelson is offline
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Quote:
Originally Posted by jwebhost View Post
Just over priced; not a scam.
Did you read the thread?

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  #15  
Old 11-26-2010, 07:24 PM
ldcdc ldcdc is offline
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Posts: 21,915
Quote:
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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