Hosting Customer Forums

Quote:Subject: IMPORTANT: Late Payment Penalty Fee & 7 Day Notice Period

We would like to inform you about some important changes to our billing & accounts arrangements.

Please note that receipt of this email and continuation of our hosting services after receipt of this email is acceptance to these terms.


Late Payment Fee

We are introducing a late payment fee for invoices that become overdue. Whilst the majority of our customers pay their invoices on time, and whilst many have setup PayPal subscriptions to automate their monthly payments, we find ourselves increasingly spending time creating tickets chasing payment for overdue invoices, suspending hosting accounts when no reply is received and then unsuspending hosting accounts when payment is finally made.

Chasing an invoice payment is an administrative task which requires staff resources. Suspending a hosting account because an invoice is overdue and unpaid is something done manually, and unsuspending a hosting account when an invoice is paid is something done manually, and this also requires staff resources. Hence if we now submit a ticket chasing payment on an overdue invoice, an additional £5 late payment fee invoice will automatically be created along with the account being suspended. The hosting account will only then be unsuspended when both the overdue invoice and late payment fee are paid.

In summary, invoices are always created 5 days in advance of the billing date. If an invoice is not paid by the billing date, it is then considered "overdue". For example, if you sign up to a monthly hosting plan on 10th of January, your next billing date will be the 10th of February. Your next invoice will be generated 5 days earlier and sent out on 5th of February. If this invoice is not paid by 10th February, it will become overdue and an additional late payment fee will be issued along with your account being suspended.

We will allow 3 days for all current outstanding & overdue invoice to be paid, before we start issuing late payment fees. Please login to https://www.siterollout.com/billing/ and ensure that all your invoices are paid and note your billing dates. Please also ensure your contact details are upto date.

It is your responsibility to ensure that your billing contact email is one that your regularly check.
It is your responsibility for making payment on time and to be aware of when your payments are due.

7 Day Notice Period

We are introducing a 7 day notice period for account cancellations. This applies to all hosting, reseller, dedicated server, and server management plans.

If you wish to cancel your hosting, you need to provide 7 days notice prior to your next billing date. If notice is not received and an invoice is generated for the next billing period, then it must be paid regardless of whether you decide to continue hosting with us or not. Additionally if the invoice is not paid and becomes overdue, then a late payment fee will be applicable as above.

Server Management Fees

Due to increasing costs and popularity of our server plans, we are increasing our monthly server management fee from £20/month to £30/month. This is to cover the staff resources needed to handle the support ticket volumes.

This will be the case for all old and new server management plans.


Finally please do not hesitate to contact us if you have any further questions or concerns by submitting a ticket to Billing & Account Issues at http://hostingclientsupport.com