Most renewals happen automatically, but it helps to know what happens if a payment doesn’t go through – for example because a card has expired.
How renewals are billed
- We email a renewal invoice 14 days before your renewal date.
- If you’ve paid by card, PayPal or Direct Debit, we take payment automatically on or after the due date, using the payment method stored with Stripe, PayPal or GoCardless.
- You can remove a stored payment method in your client area at any time.
If an invoice isn’t paid
| When | What happens |
|---|---|
| After the due date | We send you reminders |
| 10 days after the due date | A late payment charge of £5 is added to cover the cost of chasing it, and we may suspend the affected services |
| 30 days after the due date | We may terminate the services |
Business customers may also be charged statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998.
If a service is terminated, your content is kept for 30 days so you can ask for a copy, and is then deleted. Please get in touch before it gets to that point – we’d much rather help.
Domains are protected with an earlier due date
To protect your domains, we set the renewal due date 14 days before the actual expiry date. That leaves time to sort out a payment problem before the registry could suspend the domain. If a domain renewal still isn’t paid, the domain will expire and may stop working, including your website and email. Restoring a domain in its redemption period costs extra, and after that it can be registered by someone else.
Chargebacks
If you raise a chargeback or Direct Debit indemnity claim, we may suspend the related services while it’s resolved. If the claim is decided in our favour, we may charge our reasonable costs of dealing with it, up to £100. If something’s wrong with a charge, please talk to us first – it’s much quicker.
The full wording is in clauses 4.3, 4.4, 4.7 and 4.8 of our Terms of Service, and clauses 3.1 and 3.4 of our Domain Registration Terms.
Having trouble paying, or think an invoice is wrong? Please contact our support team as early as you can and we’ll work it out with you.
