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Need to Make Changes to Your Service? Upgrades, Downgrades and Cancellations.
Learn how to upgrade, downgrade or cancel your Kualo hosting service, and what to expect at each stage.
Your hosting needs can change over time, and we are here to help whether you want more resources, a smaller plan, or to close your account entirely.
Changing your billing cycle
Committing for longer is a great way to save - our longer-term plans come with built-in discounts, so if you are happy with your service and want to lock in a better rate, switching to an annual or multi-year plan makes a lot of sense.
If you would prefer more flexibility, you can switch to a shorter billing cycle instead.
Whatever works best for you, just reply to your invoice email or open a billing ticket and we will sort it out.
Upgrading your service
If your website is growing and you need more resources, upgrading is a straightforward process.
If you upgrade partway through your current billing cycle, our system will automatically calculate the difference between your current plan and the upgraded plan for the remaining time in the cycle. You only pay the pro-rata amount for the upgrade, and at your next renewal you are charged the full amount for the new plan going forward.
Shared hosting and reseller hosting
- Log in to MyKualo.
- Click My Services to see your active services.
- Click the View Details dropdown for the service you want to upgrade.
- Select Upgrade Service and follow the on-screen steps.
VPS and dedicated servers
Upgrading a VPS or dedicated server requires a tailored approach. Open a sales ticket so we can understand your needs and recommend the right solution.
- For VPS upgrades, CPU, RAM and disk space can usually be upgraded independently. A server reboot is required, which typically takes 5-10 minutes. We can schedule this out of hours to minimise disruption. Some upgrades may also require licensing changes, as some software is licensed based on the resources allocated to the VPS.
- For dedicated servers, we can often provide larger hard drives and additional RAM, but in some cases it may make more sense to provision a new server and migrate your data. Talking to us first lets us assess your needs and recommend the best approach.
Opening a ticket means we can assess your requirements, advise on any migration or configuration changes needed, and ensure a smooth transition.
Downgrading your service
If you want to reduce your hosting plan or switch to something that better fits your needs, please open a sales ticket.
We will help you choose the most suitable plan, make sure the downgrade does not affect your website or services, and provide migration assistance if needed.
Thinking of cancelling? Let's talk.
Before you cancel, it is worth having a quick chat with us. We offer security, performance tuning, expert advice and a support team that genuinely cares. We may be able to solve the problem without you needing to cancel at all.
How to cancel your service
If you have decided to go ahead, here is how to cancel:
- Log in to MyKualo.
- Click My Services to see your active services.
- Click the View Details dropdown for the service you want to cancel.
- Select Request Cancellation.
- Fill out the cancellation form - if you have feedback, we would love to hear it.
Once your cancellation is processed, we will send you a confirmation email.
Cancellation must be submitted in writing. We cannot process cancellations over the phone, as we need a written record. You can cancel easily online via your MyKualo account.
Cancellation does not happen automatically
Still receiving invoices or payment reminders? That means your service is still active.
We do not assume you want to cancel just because a payment has not been made. If an invoice remains unpaid, your service stays active until you formally request cancellation, and fees may still apply for any billing period that has already started.
What if I just stop paying?
At first, nothing happens. After 10 days, your service is suspended. You will receive several email reminders before this happens, so there are no surprises. If your service is suspended, paying the outstanding invoice will usually get things back up and running straight away.
Continued non-payment will eventually lead to termination. Once that happens:
- Your data is removed from the server.
- We may still hold a backup, but this is not guaranteed. If a restore is possible, it can take time and you will need to contact us.
- If an invoice remains unpaid and no cancellation request was submitted, there may still be an outstanding balance.
If you no longer need your service, cancel before renewal or contact us so we can advise on any final amounts owed. If you are having payment difficulties, just get in touch - we are happy to help.
Billing and notice periods
If your service has not renewed yet
If your renewal has not gone through yet (and you are not on a VPS or dedicated server), you can cancel any time before your service due date with no charges.
If your service period has already started
If your due date has passed and we are chasing an unpaid invoice for a service you no longer need, you may still need to pay for one month of service. By that point we have already allocated resources, kept your website online and covered infrastructure or licensing costs.
We issue invoices 15 days before renewal, giving you plenty of time to review them. Those emails also include the date we will attempt payment, so if you do not need the service anymore, let us know before that date.
If you are invoiced for a longer-term prepayment (such as a year or more) and did not cancel before the service period started, you will not be required to pay for the entire term. We can convert your billing cycle to month-to-month, so you only need to cover the cost for the period that has just started.
Upgrades after an invoice has been issued
Once an invoice has been issued for your renewal, you will not be able to upgrade the service yourself - we will need to process the change manually.
If you need to upgrade or downgrade but have already been invoiced, open a support ticket and we will adjust your billing. Depending on the change, we may issue a new invoice, apply a pro-rata adjustment, or convert your billing cycle.
Cancelling a domain?
Domains do not cancel like hosting plans. Instead, turn off auto-renewal so the domain simply lapses when it expires. See our guide on managing your domain renewals for full details.