General Information

These provisions regarding the right of withdrawal and termination conditions apply to all contracts between Key2Host and its customers for digital services, hosting products, server services, domains, and other services offered.

In addition, Key2Host’s Terms of Service (ToS) apply. In the event of any conflicts, the more specific provisions on this page shall take precedence, unless otherwise expressly stated.

By placing an order, the customer agrees to these terms and conditions.

Right of Withdrawal for Consumers

Consumers, as defined in Section 13 of the German Civil Code (BGB), generally have the right to cancel a contract within fourteen days without giving any reason.

Cancellation period

The cancellation period is 14 days from the date the contract is concluded.

Exercising the Right of Withdrawal

To exercise your right of withdrawal, you must inform us (Key2Host, email: [email protected]) of your decision to withdraw from this contract by means of a clear statement.

The cancellation may be made informally and is not required to use this form.

Consequences of withdrawal

If you cancel this contract, we will refund all payments we have received from you without delay and no later than 14 days from the day we receive notice of your cancellation.

Premature expiration of the right of withdrawal

The right of withdrawal expires early for contracts involving digital content or services if:

• the customer has expressly agreed that Key2Host may begin performing the contract before the expiration of the cancellation period, and
• the customer has confirmed that they are aware that by giving their consent, they forfeit their right of withdrawal.

Contract terms

The products offered by Key2Host have either:

• a one-month term or
• a one-year term.

The applicable contract term is clearly displayed during the ordering process.

Terminations

Termination period

Contracts may be terminated prior to the end of the respective contract term.

If the contract is not terminated by the deadline, it will automatically be extended for the originally agreed term (monthly or annually).

Form of Termination

You can cancel your subscription via the customer portal or in writing (e.g., by email).

The date on which Key2Host receives the notice of termination is decisive for compliance with the notice period.

Special Terms for Domains (KDM)

Domains are registered immediately upon ordering for a fixed term of typically 12 months.

Early termination is possible at any time, but does not result in a refund of fees already paid.

Once domain registration begins, any right of withdrawal expires prematurely, as the service is provided specifically for the customer and is carried out directly by the respective registrar.

Refunds

Under no circumstances will a partial or full refund be issued for billing periods that have already begun.

A refund may be considered, in particular, if:

• there is a verifiable technical defect within Key2Host’s area of responsibility, or
• the contractually promised service was objectively not provided.

The customer is required to provide appropriate documentation. The following, in particular, are considered appropriate documentation:

• Server logs
• Monitoring logs
• Measurements from recognized external monitoring tools
• comparable objective technical specifications

Subjective assessments (e.g., “feels slow”) do not constitute sufficient evidence.

No Refunds

Refunds are not available in the following cases:

• scheduled maintenance (usually announced in advance)
• measures required in the short term to stabilize or ensure the safety of the infrastructure
• security updates
• Configuration errors or improper use by the customer
• Overload caused by internal applications
• external factors beyond Key2Host’s control (e.g., attacks by third parties or network disruptions)

Amount of the refund

Refunds will be issued only on a pro-rata basis for the period during which it can be demonstrated that the service was not provided in accordance with the contract.

The evaluation is based on the documentation provided and available technical system data.

Data after the contract ends

Key2Host reserves the right to permanently delete stored data after a period of 14 days.

The customer is responsible for backing up their data in a timely manner.

Statutory retention requirements remain unaffected.

Sample Withdrawal Form

(If you wish to cancel the contract, please fill out this form and return it.)

To: Key2Host Support – [email protected]

I hereby cancel the contract I entered into for the provision of the following service:

• Ordered on / Received on (*)
• Name of the consumer(s)
• Address of the consumer(s)
• Date

Optional information (not required):

• Order number
• Reason for cancellation

(*) Delete what does not apply.