I highly suggest you revamp your cancellation procedures and make it clear what needs to be done from the customer's perspective. I recently had to cancel my service and through conversations with my rep, the details of what needed to happen got lost in the conversation. I came to realize that there was a huge misunderstanding and I was charged even though I thought my services would be canceled. The account rep was handcuffed by the policies and could not act to be "The most Helpful Humans In Hosting" and offer a refund to a long-standing client who spent a relative fortune for their small company. Unfortunately, through these events, I have become extremely dissatisfied with Liquid Web.