Knowledgebase: Billing
Billing FAQ
Posted by David, Last modified by David McKendrick on 27 July 2015 11:34 AM

Here's a list of frequently asked billing questions. Your answer will likely be here :)

What payment methods do you support?

We accept credit card, paypal & check based payments. For larger payments (above $1,000 USD) we'll accept bank transfers by request.

What's your money back guarantee entail?

By default, we'll refund 100% of a web hosting order within 90 days if you're unsatisfied for any reason. Beyond that, we'll refund any unused funds. For example, if you prepay for a year in advance & only use 6 months worth of service, we'll refund the remaining 6 months. Simple! Our de facto style of operations is "We don't want to keep your money for any reason unless you're actively using our services". 

There's an exception, however, is for certain types of services like SSL certificates & domain names, no refunds are available whatsoever. These types of services are direct costs to us, and we have no way of refunding them outside of the first 24 hours of services.

How quickly are accounts activated?

Web hosting accounts

Accounts are generally activated within 10 minutes of your order unless they require manual intervention.
Domain names are generally instant, though some foreign TLDs often require some manual intervention which delay them slightly.

Do you have late fees?

We do not have any late fees associated with late payment, however, accounts are suspended if an invoice is due (see below)

If I'm late paying, at what point will my account be suspended or interrupted?

Web hosting & related services

If you're late in paying, first & foremost -- reach out to us so we can prevent your account from suspending. Web hosting accounts are automatically suspended 14 days after an invoice is due. Additional services attached to a web hosting account like SSL certificates are impacted immediately upon the renewal date if an invoice isn't paid. Often, they'll expire within 24 hours of the due date.

Domain names

Domain names are the same, in that they too will go offline the day of expiration impacting both your web hosting & email services (amongst others). Our registrar will automatically allow a 30 day period where domain names can be renewed without any penalties besides the domain being offline. After that 30 day period, there's a $199 reactivation fee (that we cannot make exceptions for, as it's direct from our registrar).

I'm unable to pay by the due date, what should I do?

If you're unable to pay by the due date in order to ensure your service isn't cancelled you must contact us at least 24 hours ahead of your due date via phone or to let us know you'll be unable to make payment in time. In most cases exceptions can be made and the account will remain unsuspended until you're able to pay.

Please note that in some cases (e.g. multiple overdue invoices) we will be unable to avoid suspension. Paying on-time is important as we have a number of servers costing thousands a month to keep online! 

What currencies do you support?

We currently support USD & CAD. Due to CAD exchange rates, *only* Canadian based clients can pay in that currency. All others pay in USD by default.
We'll be adding additional currencies as we expand our operations.

 

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