Like any other company, we're in business to make a profit. The general plan includes bringing in enough money to pay our bills, then have a little left over in order to put food on our tables and gas in our cars. This plan works fairly well, as long as you - our valued customers - do your part and pay your bills on time.
When bad things happen to good people...
Sometimes unforeseen circumstances get in the way of that, and we understand. If there's going to be a delay in paying your bill, please contact us as soon as possible to make payment arrangements. If it's going to be an ongoing issue, you can consider downgrading your hosting to a smaller and less expensive plan. If you need help deciding on a smaller hosting plan we're happy to review your account needs and help you choose a plan that will work for you.
As with all other businesses, the absolute worst thing you can do is to ignore our invoices and late notices. Below is an Invoice and Late Notice schedule, so you'll know what to expect if you don't make your payment on time and/or make mutually-agreed upon payment arrangements. Please also know that any payment arrangements are just for the time period specified, and not meant to be a "free hall pass" for you to be late on future payments.
General Invoicing
Invoices are generated and emailed to you 7 days prior to your due date. This gives you plenty of time to make any changes necessary prior to your payment being processed (change in payment processor, address change, etc).
Yearly services (annual hosting payments, SSL certificates, etc) get a courtesy reminder sent one month before the due date, and invoices for yearly services are generated and emailed 30 days prior to the due date.
Yearly Domain Name Registration
Because your domain name is a critical part of your website and business, it's customary for all domain name registrars to send out renewal reminder notices on the following schedule, prior to your renewal date:
30 days - your invoice is emailed to you
5 days
and if necessary a FINAL reminder is sent the day of expiration, as well as 5 days after expiration (per ICANN policies). Domain registration renewal invoices are due the day "before" the domain expiration day, to ensure continuous service, because domains expire at midnight. If your domain is not renewed before the expiration date, it is shut off that morning by the main registrar. Paying the renewal on the day of expiration is too late, and you will incur downtime and/or service disruption.
- Please note there is NO grace period for domain name renewals!
- Your domain name (and your website) will stop resolving on the day of expiration.
- Your domain name will not be renewed without payment.
- Prompt payment will ensure that your website and email continue functioning without any downtime.
After the domain expires you will have a redemption period of up to 30 days in which to renew and reactivate your domain name, provided you pay the restoral fee of $95 in addition to the yearly renewal fee. Beyond that time the domain will be made publicly available for registration. At any time prior to the invoice being generated you can manually renew your domain from within your account in the Client Portal. Please see our Domain Name Registration FAQs for instructions on how to renew your domain before the invoice has been generated.
Hosting Past Due Reminders
| First Past Due Reminder: | 2 days | Make your payment after getting this friendly reminder, we're all still good. |
| Second Past Due Reminder: | 5 days |
A late fee of 15% (but not less than $5.00) will be added to your existing balance at the end of the 5th day without payment. ** It's up to you to login, get the updated amount due, and pay it. If you pay the original amount without paying the late fee, your account will still be suspended for non-payment, until it is paid in full. |
| Third Past Due Reminder: | 9 days | 24 hour notice before your hosting account is suspended. |
| Hosting Account Suspension: | 10 days |
Your website and email associated with your domain will cease to function. Visitors will be redirected to a "This account is suspended" page. People mock you on the Internet. Your mom won't return your calls, your dog hides from you. Once your account is suspended a $15 restoral fee will be added to your existing invoice. You will receive a notice of suspension and an updated invoice. |
| Hosting Account Termination: | 20 days | All your website files and directories will be automatically deleted, unless you have made acceptable payment arrangements. There is no way to recover your files once they have been deleted. Sad panda will indeed be sad... |
Hosting Suspension Reinstatement Fee
Once your hosting account has been suspended there is a $15.00 charge for reinstatement.
Please be aware that whether you reinstate your account or not, you are still legally liable for the unpaid hosting that you have received. We may, at our discretion, pursue legal action against you and proceed with collection attempts.
Website Design and Custom Development Past Due Reminders
These services follow the same general past due reminder timeline as hosting accounts, listed above. At 15 days past due on any payment work will stop on your project until your account is brought current, per the mutually agreed upon payment schedule.
No website will go live or custom development files will be released until full payment is made.
One-Time Late Fee Waiver
** Upon request, we will waive the late fee if you're late due to unforeseen circumstances. This is a one-time offer...use it wisely.
