be paid in advance and, by the way, any other hosting provider has the same policies regarding payments. In good time prior to the renewal of a service, we send out payment reminders via e-mail. If there is no active billing agreement, like in your case, these e-mails are sent out daily, and you received the first one 11 days before the actual renewal date. After the renewal of your service and with the payment still outstanding, in the first instance we suspended access to your server. Afterwards, we sent out even more e-mails, informing you about the missing payment and the risk of data loss due to the pending contract termination. Since we did neither hear anything from you, not even a short reply asking for a grace period, for example, nor receive your payment, we had to assume that you were no longer interested in using our services and consequently deleted your server.

In total, you received 15 e-mails from us over the course of almost 3 weeks. It is not true that we carelessly delete accounts. Quite the contrary, we contact our customers several days before the renewal of a subscription and let them know about their upcoming duties, like sending a required payment. In case one faces issues with a payment, it is always possible to contact us, and we happily grant a grace period of a couple of days, allowing our customers to sort out these problems. However, without ever receiving any notification at all, we had to assume that the service was no longer needed.

Our customers are responsible not only for the server usage but also for their own data, which involves the action of taking data backups regularly. We are awfully sorry to say that we do not keep backups of customers’ data since we consider them to be private, and for this reason we are not even allowed to store them. As per contractual terms taking data backups is in the full responsibility of our customers. Over a course of a long period we communicated the risk of data loss to you, but there was no reaction, unfortunately. We really regret that you do not have own backups and thus cannot restore your data.

It is true that you sent us an inquiry a couple of weeks earlier about the possibility to suspend services which are currently not needed, with an option to reactivate them at a later point in time. We replied to you that it is unfortunately not possible to “pause” a subscription. You knew about this circumstance a long time before the latest renewal of your service and, consequently, you should have had enough time to take adequate measures, like for example creating backups of your data.
Again, we would like to stress, we always communicated clearly without ambiguity since it was our only goal to avoid the scenario which unfortunately became reality anyway.

We are sorry that there obviously was a misunderstanding. Still, we wish you all the best and much success with your projects.

Best regards,

Your team at Contabo

ail for whatever reason, most likely just by mistake. The missing passage already contained important information on the reasons which finally led to the deletion of your VPS. The more happy we are to see that when commenting your own review you copied one of our e-mails in full, and this e-mail explains the situation perfectly fine from our point of view. There is not much more to say, but we would like to summarize it though just with a few sentences as we believe everyone reading this review should be able to understand the run of events.

In your review you tell the VPS was not fast enough, which was the reason why you decided to cancel the VPS. We regret to say that during our monthly contract we could not find just one single e-mail from you indicating such problems. We really would have been pleased to help you in any situation. Unfortunately, we could not as we simply did not know. However, that seems to be the reason for your cancelation. You yourself have canceled your VPS after just one day of usage. You must have known the cancelation date for sure as a) you selected the date yourself and b) we sent an e-mail to you confirming the date.

On 1 June 2018 – that was the cancelation date – we sent another e-mail to you asking whether or not you really would like to continue the cancelation process. To stop the cancelation process it was required to send a payment and an e-mail, else the contract will be terminated one day after the cancelation date. Unfortunately, you (or your brother) just sent the payment but did not reply. Therefore, we could not stop the cancelation process, the contract has been terminated, your server has been deleted, and the payment of you (or your brother) has been refunded as well.

Only on 4 June 2018 you contacted us asking what happened with your VPS, and subsequently we started communicating with you trying to explain everything. We are not happy to see that we could not manage to make you understand the objective reasons for the server deletion. We understand your frustration very well, but there is nothing we could have done better.

We want to emphasize that we are really sorry to lose you as our customer, especially as you obviously wanted to withdraw your cancelation request even though our VPS did not meet your requirements in the first instance.

Kind regards,

Your team at Contabo