Cancellation Policy

Last updated: July 9, 2026

You can cancel your Candor Host account at any time. This page explains how, what happens to your data, and how to export it before you go.

How to cancel

Log in to your client portal at billing.candorhost.com.
Navigate to Services → Cancel Service.
Choose "Immediate" or "End of billing period."
Confirm.

You can also email hello@candorhost.com from the email address on your account and we will process the cancellation.

What happens to your service

End-of-billing-period cancellation (default): service continues through the end of your currently paid billing period. You retain full access until that date.
Immediate cancellation: service is terminated on the date you request. Prepaid fees for the current period are not refunded except as described in our Refund Policy.

What happens to your data

We treat your data on cancellation as follows:

The 30-day grace period

For 30 days after your service ends, we retain your hosted content — files, databases, email — in a suspended state. During this window:

You can reactivate the account by contacting support. Reactivation restores full access with no data loss.
You can export your data via SFTP or a downloadable archive at no cost.
No new traffic is served to the public domain associated with your site.

Data export

You can request a full account export at any time before cancellation, or during the 30-day grace period. Exports include:

All website files (wp-content, uploads, custom code).
All databases (SQL dump).
All email mailboxes (mbox or IMAP-compatible export).
DNS zone files.

We deliver exports within 3 business days of request, as a downloadable archive from your client portal. There is no charge for exports.

Deletion after 30 days

After the 30-day grace period, we permanently delete your hosted content from our production systems. Deletion includes:

All website files.
All databases.
All email content and account configurations.
All DNS records under your management.

Rolling backups that include your data are overwritten on the backup server's normal 30-day retention cycle. After a further 30 days (total 60 days from cancellation), no copy of your hosted content remains on Candor Host systems.

You can request expedited deletion at any point by emailing legal@candorhost.com. Expedited deletion is completed within 5 business days.

What we retain after deletion

For legitimate business and legal purposes, we retain:

Account and billing records for seven years after cancellation, for tax and accounting compliance.
DMCA notice log for the duration required by law.
Support communications for three years.
Security and abuse investigation records for the duration necessary to investigate and resolve.

These records are stored separately from active production data and are not accessible in the ordinary course of business.

Domains

If you registered a domain through Candor Host, the domain remains registered under your name for its registered term. You can transfer it to another registrar at any time; the transfer is not blocked by your service cancellation. Contact hello@candorhost.com for the authorization code and any unlock steps required.

Reactivation

If you cancel and then decide to come back, contact us within 30 days and we will reactivate your account with no data loss. After 30 days, you can open a new account but your previous data is no longer available.

If we terminate your account

If we terminate your account for a violation of our Acceptable Use Policy or Terms of Service:

We will notify you of the termination and the reason, unless prohibited by law.
We will typically provide the same 30-day grace period for data export, except for terminations related to unlawful content, active threats to our infrastructure, or where a shorter timeline is required by law or court order.
Terminations related to CSAM or content threatening imminent harm are effective immediately and content is preserved for law enforcement rather than exported.

Contact

Questions? hello@candorhost.com.