1. German Contract Law & 31-Day Rule
Unlike on-demand cloud platforms where instances can simply be abandoned, German hosting contracts operate under formal legal terms under the German Civil Code (BGB). Active contracts renew automatically unless formally canceled.
🚨 Strict 31-Day Cancellation Notice Requirement:
Netcup contracts require formal cancellation at least 31 days before the end of the term. Missing this window extends the contract automatically for another billing cycle.
2. Step-by-Step CCP Cancellation
Netcup contract terminations can be completed entirely online through the Customer Control Panel (CCP):
- Log in to the CCP:
https://www.customercontrolpanel.de/ - Click Produkte (Products) or navigate directly to Kündigung (Cancellation) in the left sidebar.
- Locate the server or domain you wish to cancel and click the magnifying glass icon.
- Switch to the Kündigung (Cancellation) tab at the top.
- Select the effective termination date (strongly recommended: Zum Laufzeitende / End of Term).
- Enter your master CCP password to confirm the cancellation.
- Upon submission, you will receive a formal confirmation PDF and an email titled "Bestätigung Ihrer Kündigung". Keep this email indefinitely as proof of termination.
3. Termination Modes: End of Term vs Immediate
Your server remains fully operational until the final minute of your prepaid term. You get full value for paid fees while ensuring zero risk of automatic renewals.
The instance will be powered off and wiped within hours. Note: No refunds are issued for unused remaining days! Avoid selecting this by mistake.
4. 14-Day Statutory Right of Withdrawal
Under European Union consumer protection law, individual consumers have the statutory right to cancel newly ordered VPS, Root Servers, and hosting plans within 14 days of ordering.
Submit a support ticket in CCP with subject "Widerruf" within 14 days, and Netcup will refund your payment accordingly.
5. Handling Infoscore Debt Collection & Ticket Template
💡 Legal Realities & Advice:
German collection agencies (like Infoscore / Paigo) have no extraterritorial legal jurisdiction in non-EU countries. However, unresolved debt files may cause complications if traveling to the EU in the future.
Correct Resolution Strategy:
Submit a ticket directly to Netcup support rather than paying exaggerated collection fees to Infoscore. Offer to settle the original invoice directly:
Subject: Request to settle outstanding invoices and recall collection file - Customer Number: [YOUR_KUNDENNUMMER]
Dear Netcup Support Team,
I hope this ticket finds you well.
I recently noticed that my server has generated overdue invoices which were subsequently forwarded to Infoscore. As an overseas customer, I unfortunately missed the renewal notification emails due to spam filter sorting, and the server was actually left powered off and unused.
I highly value Netcup's services and would like to immediately pay the full principal amount of the original invoice(s) directly to Netcup.
Could you please kindly withdraw/recall the collection case from Infoscore and allow me to pay the original invoice via PayPal or Credit Card directly in the CCP?
Thank you very much for your understanding and kind assistance!
Best regards,
[YOUR_NAME]
Customer Number: [YOUR_KUNDENNUMMER]
Netcup support will typically cooperate, allowing you to pay the original invoice and closing the collection agency case.
6. PayPal Pre-approved Payment Cleanup
After formally canceling in CCP and receiving confirmation, remove the automatic billing authorization in PayPal:
Log in to PayPal ➔ Settings (gear icon) ➔ Payments ➔ Manage Automatic Payments ➔ Select "netcup GmbH" ➔ Click "Cancel".
Markus S.
Senior Cloud Infrastructure Architect & Linux Sysadmin
Markus focuses on European cloud hosting economics, server performance optimization, and KVM virtualization. All benchmarks, setup guides, and VAT exemption procedures are verified on self-funded Netcup instances hosted in the Nuremberg datacenter (AMD EPYC hardware).
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