Mullenweg Criticizes WP Engine for Cancellation Policy, Faces Similar Criticism for WordPress.com

Matt Mullenweg, co-founder of WordPress and CEO of Automattic, recently used X (formerly Twitter) to criticize WP Engine for its cancellation policy. However, it appears his own hosting platform, WordPress.com, has a similar policy, sparking debate over double standards in hosting practices.

The Reddit Post That Sparked Controversy

A Reddit user posted their frustration with WP Engine after attempting to cancel their hosting account on December 6th. They discovered the platform requires a 30-day advance notice for cancellations—a policy they described as a "money grab."

The Redditor detailed their experience:

“On Dec 6th, I canceled my WPEngine service that I’ve had since 2015. That’s when I discovered that WPEngine requires 30 days notice to cancel. An obvious money-grab. A user should be able to cancel a single-site hosting environment instantly with one click of a button. In fact, this will be the law soon, created because of unscrupulous cancellation tactics like this."

The user further noted that WP Engine had initially scheduled their account cancellation for January 3rd but failed to process it. As a result, they were charged $300 for another year of service on January 5th.

However, after escalating the issue, WP Engine resolved the matter swiftly, issuing a refund within 10 business days.

The user updated their post to reflect the resolution:

“UPDATE: WP Engine support got back to me, canceled the account today, and initiated a refund that’ll take up to 10 business days.”

Mullenweg’s Response

Reacting to the Reddit thread, Mullenweg criticized WP Engine on X, likening its cancellation policy to those of disreputable gyms:

“One way @wpengine juices its profits at the expense of its customers is by making it hard to export or cancel your plan, like one of those bad gyms.”

In a follow-up post, he championed WordPress.com’s policies, claiming they promote user freedom:

“The WordPress philosophy is to make it easy for people to leave, so they’re more likely to stay. Give freedom and choice.”

A Double Standard?

Despite Mullenweg’s criticism, WordPress.com’s terms of service include a similar cancellation clause, requiring a 30-day notice for annual subscription cancellations:

“You must cancel at least one month before the scheduled end date of any annual subscription…”

This revelation led to questions about whether Mullenweg’s critique of WP Engine was justified or hypocritical.

Understanding Cancellation Policies

WP Engine’s 30-day notice policy is explicitly stated in its contract, and customers who cancel mid-year can still receive a prorated refund for unused months. In the Reddit case, the user failed to provide adequate notice, leading to the billing issue.

The incident illustrates a broader industry practice where hosting companies, including WordPress.com, require advance notice to process cancellations. While such policies can be inconvenient, they are common and often included to manage renewals and refunds efficiently.

Reddit Community Reactions

The Reddit post sparked mixed reactions. While some users sympathized with the poster, others felt the complaint was overblown:

• Supportive comments: Many agreed that a 30-day cancellation policy is outdated and user-unfriendly.

Critical perspectives: Others emphasized that the user should have read the terms and acted sooner. One Redditor remarked:

“Money grab? You know the rules… Inform yourself. You should have canceled sooner. Now be polite and ask them for a solution instead of ranting about it online.”

Key Takeaways for Hosting Customers

• Read the fine print: Understanding your hosting provider’s cancellation policies can prevent last-minute surprises.
• Plan ahead: If you know you’ll cancel, initiate the process well before renewal deadlines.
• Stay polite: Most providers are willing to resolve disputes amicably if approached constructively.

The controversy underscores the importance of transparency in business practices, not just for WP Engine but also for Mullenweg and Automattic. While criticism of restrictive policies is valid, applying consistent standards across the industry—including to one’s own platform—is equally important.