Cancel Hetzner: The Right Way

How to cancel Hetzner and stop charges from a german cloud server

What Hetzner is and why malaysian users sign up

Hetzner is a German cloud infrastructure and hosting provider. Unlike a simple app subscription, Hetzner sells live cloud servers, storage resources, and networking capacity - the kind of infrastructure that powers small websites, development projects, and business applications. You are not paying for a service that you can simply pause; you are paying for active infrastructure that runs 24/7 unless you actively stop it.

For Malaysian users, this distinction matters deeply. Many people sign up because Hetzner offers competitive pricing - a CX23 server costs around RM20 per month, while a CPX22 costs roughly RM35 monthly. The appeal is real: reliable German-hosted infrastructure at rates lower than many competing providers. However, once you stop using the service, your responsibility is to cancel each product individually. If you delete only the main server but leave attached storage or networking resources active, billing continues silently.

What you actually pay for on Hetzner

Hetzner operates on a usage and product model, not a single unified subscription. Your invoice reflects each active product: the cloud server itself, any additional storage volumes, floating IP addresses, and data transfer costs. Pro-rated billing means you pay only for the days a product is active during each billing period.

A CX23 server includes 4 GB RAM, 40 GB SSD storage, and 20 TB monthly traffic. A CPX22 includes 8 GB RAM, 80 GB SSD, and the same 20 TB traffic allowance. These are fixed resource packages, and once active, they incur daily charges until you delete them. This is why Tocancel recommends taking inventory before cancellation: many Malaysian users discover they have forgotten resources still generating invoices weeks after they thought they had quit the platform.

Hetzner's support and regional approach

Hetzner does not offer Malaysia-specific support channels. Your primary contacts are email ([email protected]) and phone (+49 (0)9831 505-0, Monday to Friday, 8am to 6pm CET). There is no live chat. This means you must work across time zones and rely entirely on written communication - screenshots, email confirmations, and documented proof of your actions. For Malaysian customers, this underscores the importance of keeping records throughout your cancellation journey.

Additionally, Hetzner has announced price increases effective April 1, 2026, with some services rising by up to 37 percent. If you signed up for Hetzner because of its current low pricing, review your latest invoice now. Price rises often trigger cancellation requests, and Tocancel advises you to act quickly if cost is your concern, because locked-in pricing typically applies only to active subscriptions at their current rate.

Your consumer rights and hetzner's legal obligations

This section outlines what the law requires Hetzner to do for you as a Malaysian consumer.

Consumer protection under malaysian law

Your legal position: The Consumer Protection Act 1999 (CPA) grants you the right to cancel a service contract within a cooling-off period and to receive a full refund if you meet certain conditions. Specifically, if you purchased Hetzner online and you cancel within 14 days of purchase without using the service materially, you are entitled to a full refund of charges.

However, cloud servers are often considered "digital services delivered immediately upon purchase." This means that once your server is active and you have accessed it, the cooling-off period may not apply - because you have already begun using the product. Therefore, if you have deployed code, stored data, or run traffic through the server, Hetzner may argue that immediate delivery has occurred and the 14-day right no longer applies.

For ongoing services, the CPA also requires that any cancellation clause in the contract be fair and transparent. Hetzner's terms must clearly state how to cancel, what happens to your data, and any charges you may incur. If Hetzner continues to bill you after you have submitted a valid cancellation request, that is a breach of contract and potentially unfair practice under the CPA. In this event, you can lodge a complaint with the Ministry of Domestic Trade and Cost of Living (MDTCC), which enforces consumer protection in Malaysia.

Practical steps if Hetzner refuses to stop billing

If Hetzner bills you after you have cancelled, gather all evidence: screenshots of your cancellation request, email confirmations, and copies of unwanted invoices. Contact Hetzner's support team in writing (by email) and request a full reversal of charges incurred after your cancellation date. Keep this correspondence.

If Hetzner does not respond or refuses, escalate to the MDTCC via their online complaint portal or visit their office. The MDTCC can investigate unfair contract terms and billing violations. You can also file a chargeback dispute with your credit card company or bank if you paid by card; most Malaysian banks require the merchant to provide proof that you authorised the charges. Tocancel has seen thousands of consumers recover erroneous charges this way once they understand this right exists.

Methods to cancel Hetzner and how each one works

Hetzner offers multiple cancellation routes; the method you choose depends on your urgency and preference for documentation.

Web-based cancellation through Hetzner console

This is the fastest and most documented method. You log in to the Hetzner Console, delete each product individually, and receive immediate confirmation. Hetzner's system sends you an email receipt confirming the deletion. The drawback is that this method is immediate and permanent - you lose access to your server and cannot recover data afterward, so backup is non-negotiable.

Tocancel recommends this method for users who have already backed up all data and want a clean, documented break. The email receipt serves as proof of cancellation if disputes arise later.

Email-based cancellation request

You can also email [email protected] with a clear, formal cancellation request. State your project ID, the specific products you want cancelled, and your desired cancellation date. Request a confirmation email in return. This method is slower (typically 1-2 business days) but creates a paper trail and gives you time to confirm backups before the service ends.

This method suits Malaysian users who prefer caution and want a written record from Hetzner acknowledging their cancellation request before anything is deleted.

Postal cancellation notice

You can also send a formal cancellation notice by registered post to Hetzner's German headquarters. The address for cancellation notices is: Hetzner Online GmbH, Industriestrasse 25, 91710 Gunzenhausen, Germany. Registered mail proves delivery and creates an undeniable record. However, this method is slow - mail transit alone takes 7-10 days each way - and is best used as a last resort or for formal dispute resolution.

Step-by-step guide to cancelling through Hetzner console

This section walks you through the web cancellation process that most Malaysian users will take.

Before you start: your pre-cancellation checklist

Do not rush this step. Many users regret cancelling because they forgot to back up critical files or did not realise they had multiple active products generating charges.

• Log in to Hetzner Console and list every active product you own (servers, storage volumes, floating IPs, and add-ons).
• Back up all server data to your local computer, an external drive, or another cloud provider.
• Export any SSH keys, configuration files, SSL certificates, and database backups.
• Take screenshots of your complete project dashboard, showing all active products and their current resource usage.
• Note your current billing cycle date and last invoice amount.
• If you are uncertain whether something will be charged, email [email protected] to ask before you delete it.

The exact cancellation process

1. Log in to your Hetzner account at console.hetzner.com.
2. Select the project that contains the products you want to cancel.
   • If you have multiple projects, repeat this process for each one.
3. Navigate to the "Servers" section and locate the first server you want to delete.
4. Click on the server name to open its detail page.
5. Scroll to the bottom and click the "Delete" button (often in red).
   • Hetzner will display a confirmation dialog warning that deletion is permanent.
   • Re-enter your server name or ID to confirm you understand the action is irreversible.
6. Click "Delete" again to confirm. The server will be removed immediately.
   • Hetzner sends a confirmation email to your account email address.
   • Screenshot this email - it is your proof of cancellation for Tocancel's records and for any future dispute.
7. Return to the project dashboard and check the "Volumes" or "Storage" section for any additional storage attached to the deleted server.
8. Delete any storage volumes that are no longer needed, following the same confirmation process.
9. Check the "Floating IPs" section and remove any static IP addresses you purchased.
10. Return to the main project page and verify that all products now show as deleted or inactive.
11. Wait for your next scheduled billing date and confirm that no new invoice is issued.

What happens immediately after deletion

Once you click delete, your server shuts down instantly and becomes inaccessible. Hetzner's systems then purge your data within 24 to 48 hours. You cannot retrieve files, databases, or configurations after this point. This is why the backup step is not optional - it is the only safeguard you have.

For billing: Hetzner pro-rates charges on the day of deletion. If you delete on the 15th of a 30-day month, you pay for 15 days only; the remaining 15 days are credited (or omitted from your next invoice). Review your invoice carefully when it arrives; contact Hetzner immediately if you are charged for days after your deletion date.

Timeline and billing after cancellation

Understanding what happens after you cancel prevents surprise charges and confusion.

What you can expect in the days and weeks ahead

Your server stops immediately. Data is purged within two days. Your next invoice will reflect a pro-rated final charge for the days your server was active during the current billing cycle. If your billing date is on the 1st and you cancel on the 20th, your final invoice covers only days 1 to 20.

After your server is deleted, check your Hetzner Console dashboard weekly for 30 days. If a new invoice appears or Hetzner restarts any service, you have evidence of a billing error. Report it immediately to [email protected] with screenshots. Tocancel advises maintaining this vigilance because billing errors after cancellation are not uncommon, and early intervention prevents months of unwanted charges.

Refunds and credit on your account

Hetzner does not typically issue refunds in the traditional sense. Instead, if you are owed money (for example, if you paid for the month but cancelled mid-cycle), that credit remains on your account and can be used for future purchases. If you do not plan to use Hetzner again, request in writing that Hetzner issue a refund instead of a credit. Some users report success with this approach; others find Hetzner applies credits automatically to prevent refunds.

If Hetzner refuses to refund a credit balance owed to you after cancellation, escalate to the MDTCC. The Consumer Protection Act 1999 requires that merchants return consumer funds when a service ends, and Hetzner's retention of credits after service termination may be considered unfair practice.

Pricing breakdown and what you might be paying now

This table shows typical Hetzner server offerings and their monthly costs in Malaysian Ringgit.

If you have been using Hetzner for several months, your total spend is the monthly cost multiplied by the number of months active, plus any additional charges for storage, IP addresses, or traffic overages. This is why Tocancel recommends reviewing your entire invoice history before you leave - you may find charges you forgot about, or you may discover that you are paying more than you expected due to cumulative add-ons.

Common mistakes users make when cancelling Hetzner

Cancellation regret is common, and almost always stems from not following a clear process.

Forgetting to back up data before deleting the server

This is the most painful mistake, and it is permanent. Once you delete, Hetzner purges your data within 48 hours, and recovery is not possible. Take your time with backups. If you have large databases or many files, allocate a full day to export everything. Many Malaysian users have lost their entire project because they assumed they could "just download it later" - and then realised they had already deleted the server.

Before you click delete, verify that you have local copies of every file, database dump, and configuration file. Test your backup by opening a file on your local machine to confirm the export worked.

Deleting only the server and forgetting about storage volumes and add-ons

Your Hetzner account often has more than one billable item. You might have a server, a separate storage volume (for backups), floating IPs, or monitoring add-ons. If you delete only the server and leave the storage volume active, that volume will continue to generate charges. Many users discover this when an invoice arrives after they thought they had cancelled.

Before you finish cancellation, open every section of your Hetzner project: Servers, Volumes, Floating IPs, Backups, and Load Balancers. Delete anything you do not need. If you are unsure whether an item is active, email [email protected] and ask for a complete list of billable items before you start deleting.

Not keeping proof of cancellation

If you delete through the Console, screenshot the confirmation email. If you email [email protected], keep the email chain. If you send postal notice, retain the registered mail receipt and tracking number. This proof is essential if Hetzner later claims you never cancelled or if an unwanted invoice arrives. Without proof, you have no leverage in a dispute.

Forward all cancellation confirmations to an email account you maintain for personal records. Print them if necessary. This documentation is your only defence against erroneous charges.

Comparison: keeping Hetzner versus cancelling

Before you cancel, consider whether downgrading or pausing might better suit your needs.

If you are cancelling because of the upcoming April 2026 price increase, calculate whether the new rate is still acceptable. If Hetzner's new pricing exceeds your budget, then cancellation or migration to a cheaper provider makes sense. If the increase is modest (5-10 percent), you might choose to stay. Only you can decide this balance.

After cancellation: checking your account and disputing errors

The weeks following cancellation are when errors most often surface.

Monitoring your billing after you have cancelled

Log in to your Hetzner Console one week after cancellation and verify that your project shows no active products. Check your email for a final invoice within 7 to 14 days. Review this invoice line-by-line: it should show only charges for the portion of the month during which your server was active, plus any pro-rated refund or credit.

If a second invoice arrives after your cancellation date, or if the final invoice includes charges for dates after you deleted your server, contact Hetzner immediately. Provide screenshots of your deletion request and confirmation, and request that Hetzner issue a credit for the erroneous charges.

Tocancel advises checking your account monthly for the first three months after cancellation. Some billing errors appear weeks or months later due to system delays. Vigilance now prevents months of disputed charges later.

Disputing charges with your bank or credit card company

If Hetzner continues to bill you and does not respond to your cancellation request or refund request within 14 days, you have the right to dispute the charge with your bank or credit card provider. Contact your Malaysian bank and request a chargeback or reversal on the grounds that you cancelled the service and did not authorise further charges.

Provide your bank with: your cancellation email or proof of deletion, the unwanted invoices, and your correspondence with Hetzner. Your bank will investigate and, if they determine that Hetzner is in the wrong, will reverse the charges to your account. This process typically takes 7 to 30 days. Once your bank initiates a chargeback, Hetzner is notified and must respond or accept the reversal.

Getting help: escalation pathways and your rights

If Hetzner refuses to cancel or continues billing, you have formal channels to enforce your rights.

Internal escalation with Hetzner support

First, contact Hetzner support a second time in writing. Be clear, professional, and provide all evidence: cancellation request, confirmation email, invoices, and screenshots. Request a response within 7 days. Often, a second request to a different support agent resolves the issue.

If Hetzner does not respond within 7 days, escalate within Hetzner by requesting to speak with a manager or senior support representative. Send an email to [email protected] with the subject line: "Escalation Request: Unresolved Billing Issue and Cancellation Dispute [Your Account ID]."

Complaint to the malaysian consumer authority

If Hetzner fails to resolve the issue, lodge a formal complaint with the Ministry of Domestic Trade and Cost of Living (MDTCC) via their online portal at www.mdtcc.gov.my/consumer or visit their office. Provide your cancellation evidence, invoice history, and email correspondence. The MDTCC can investigate Hetzner for unfair contract terms, failure to honour cancellation, or misleading billing practices.

Your legal position: Under the Consumer Protection Act 1999, Hetzner is required to honour a valid cancellation request and to stop billing immediately. If they do not, they are in breach of contract. The MDTCC can compel Hetzner to issue a refund, and failure to comply may result in penalties against the company.

Using tocancel for escalation support

Tocancel specialises in helping consumers navigate cancellation disputes with international service providers. If you are struggling to cancel Hetzner or if you have been wrongly charged after cancellation, Tocancel can guide you through your rights, help you draft formal cancellation letters, and advise you on escalation steps. Many Malaysian consumers find that having a neutral, documented third party (like Tocancel) review their case strengthens their position when negotiating with Hetzner or reporting to the MDTCC.

Contact details for cancellation by post or formal notice

If you prefer to cancel by registered post or formal letter, send your cancellation notice to this address.

Hetzner's cancellation address in germany

Hetzner Online GmbH, Industriestrasse 25, 91710 Gunzenhausen, Germany. Send your letter by registered international mail (requires a signature on delivery). Request a return receipt so you have proof that Hetzner received your cancellation notice. Include your full account name, account ID, project ID, and a clear statement that you wish to cancel all products effective immediately. Retain your mail receipt and tracking number.

Email cancellation requests should go to [email protected]. Use a professional tone, include your account details, and request a confirmation email acknowledging your cancellation request.

Summary: your path forward

Cancelling Hetzner is straightforward if you follow a clear sequence: back up your data, delete each product through the Console or email, keep proof of cancellation, and monitor your invoices for errors.

Your rights are clear under the Consumer Protection Act 1999. Hetzner must honour your cancellation request, stop billing immediately, and refund any charges incurred after your cancellation date. If Hetzner refuses, you have escalation paths through bank chargebacks and formal complaints to the MDTCC.

The most important step is to act now. If you have decided to cancel, do not delay. Back up your data today, submit your cancellation request within the next 24 hours, and retain all confirmations. Hetzner will not remind you; you must take the initiative.

Tocancel has helped thousands of consumers cancel cloud services, hosting accounts, and infrastructure subscriptions without losing money or data. If you are unsure about any step in your cancellation, Tocancel provides step-by-step guidance tailored to your situation. Visit Tocancel today to review your cancellation plan, and remember: you have the right to cancel, and you have the right to stop being charged once you do.