FAQ Frequently Asked Questions

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Termination for consumer contracts
You can view your contracts easily and securely at any time in the KCP customer portal under My Data > Contracts with all details and cancel them simply by clicking. You are also welcome to call us on 0361 658 53 72 with your cancellation request and we will inform you about important details.
Your contract can be terminated at any time with a 14-day notice period to the end of the respective contract term or the selected prepayment period.

Termination for corporate clients

If you want to cancel your hosting package you have to inform us in writing, sign the cancellation and send it by post or fax, or email the scanned pdf document via the ticketing system in customer menu. Cancellations we receive purely as an email, cannot be accepted as termination of contract. Once Keyweb has the cancellation you will receive a written confirmation of the receipt of termination which states the contract end date; this is done via the ticketing system, by email or by post.
Please note that the contract can only be terminated with a 14-day notice period to the end of the respective contract term or the selected prepayment period.

Yes, the contract can only be terminated by giving us at least 14-days notice to the end of the respective contract term or the prepayment period chosen.

During the ordering process you are able to select the invoicing period that suits you (monthly, half-yearly, annually or biannually). This invoicing period is also called prepayment period. Depending on the invoicing period selected this also equals the contract duration. And vice versa, the desired contract duration corresponds with the invoicing period or prepayment period.

When choosing the contract duration for your hosting offer, you are not bound to long-term contracts. Instead you can decide whether you would like to take out a monthly contract, a six-month contract, an annual contract or one that runs for 24 months. Depending on the contract duration and the invoicing period that results from it, we offer you attractive discounts of up to 20 % off the respective products.

After the expiry of the contract period, your contract will be extended indefinitely. Then you have the option to cancel your product(s) at any time with 14 days' notice to the end of the month. With the conversion of your contract to an indefinite period, the billing period you have chosen will also change to monthly billing. Discounts for longer payment periods will cease with the changeover. However, you have the option of agreeing a new contract with the period of your choice in order to continue to benefit from attractive discounts of up to 20%.

Corporate Clients
If the contract is not cancelled in writing giving a notice period of 14 days to the end of the respective contract term, the contract shall automatically run for another invoicing period or in accordance with the payment cycle selected, but will not automatically be extended by more than one year.

If you want to tell us about amendments of your contract you may do so by fax, post, email or you may use the ticketing system to contact our Service Team.

Yes, changing the owner of the contract is not a problem. For a quick and smooth take-over we require an application for assignment and assumption of contract. You can find this form on our website under the menu item “Service” and in the download section titled “Documents”. Please send us the filled out and signed form “Transfer of contract” by post, as a PDF or by fax. We shall then implement the change of ownership as quickly as possible for you.

In the event of a change in company name we require information about the new name from you in writing. The contact person, however, may be changed by you in the customer menu (KCP).

You can update your email address in customer menu, by post or by fax.