That is true and false at the same time. While the number of signed customers will always exceed the number of cancelling customers, you still have to show the potential client that they are safe with you even if they don't like the service. Especially for a startup hosting company - you cannot expect the people to just blindly trust you, regardless if you have the best service in your target niche. People are more prone to trying new things if they know that they have a safe way out. In the case of our industry, webhosting, you either have to provide a free trial period or some kind of a money-back guarantee or else you are most probably blocking potential sales. :rolleyes2Most customers will not ask for their money back.