1. Confirm ownership
Keep the domain, business email, analytics, and core business accounts in an account you control. Grant HatterHosting only the access listed in your onboarding request.
HatterHosting customer operations
Clear help before, during, and after launch.
Use this page for onboarding, migrations, billing, cancellations, and service incidents. Never send passwords, API tokens, payment-card details, or identity documents by email.
New customer checklist
A controlled handoff in four steps.
HatterHosting will not request secrets in an ordinary email or public form. Use the approved secure handoff named in your onboarding message.
2. Capture a baseline
Before a migration or major change, confirm current DNS, email dependencies, software versions, forms, analytics, backups, and a tested restore point.
3. Approve the launch window
HatterHosting documents the scope, expected interruption, rollback point, support level, billing interval, and responsible contacts before work begins.
4. Verify delivery
After launch, verify the secure site, forms, email delivery, monitoring, backups, administrator access, and the agreed customer journey.
Issue priority
Send the facts that shorten recovery.
Include the affected domain, when the problem began, the exact error, the last known change, and a safe callback method. Remove credentials and private customer data.
Emergency
Site unavailable, active compromise, destructive data loss, or a failed production migration. Use “URGENT” in the subject and state the business impact.
High priority
Checkout, lead forms, email delivery, or a key customer path is failing while the main site remains available.
Routine
Planned content changes, account questions, reports, recommendations, and non-blocking defects follow the response target in your written plan.
Policies in plain language
Billing, cancellation, refunds, and migration.
How do I update payment details?
Use the secure Stripe Customer Portal from the billing page when it is active. HatterHosting support will never ask you to email full card or bank information.
How do I cancel?
Email support from an authorized business address. Unless your written agreement says otherwise, recurring service ends at the close of the paid billing period; destructive deletion is never the first cancellation step.
Are recurring fees refundable?
Completed service periods are generally non-refundable. Duplicate charges, billing errors, unavailable paid service, and rights that cannot legally be waived are reviewed promptly under the written agreement and applicable law.
What happens to my website?
HatterHosting confirms the final billing date, export or transfer scope, administrator access, DNS plan, backup availability, and a reasonable recovery window before any hosted copy is removed.
How are failed payments handled?
Stripe may retry eligible payments and send a secure update-payment notice. Service is not permanently deleted because of one failed charge; suspension and recovery follow the written plan.
Can you migrate an existing site?
Usually, after a review. Pre-existing malware, unknown licenses, unsupported software, email dependencies, unusual DNS, or missing ownership access may require separate cleanup or a revised migration plan.