Everything is driven from the renewal date of each service. Here is exactly what happens and when, so there are no surprises.
Before the due date
- 30 days before – the invoice is generated and emailed to you. This is deliberately early so there is plenty of time to pay, query it, or cancel if you no longer want the service.
- 7 days before – a payment reminder is sent if the invoice is still unpaid.
After the due date, if unpaid
- 1 day overdue – first overdue notice
- 2 days overdue – second overdue notice
- 3 days overdue – the service is suspended. The website and email stop working.
- 5 days overdue – third overdue notice
- 10 days overdue – a late fee of 10% is added to the invoice
- 15 days overdue – the service is terminated and the data removed
What suspension and termination actually mean
Suspension is reversible and immediate: pay the invoice and the service is automatically restored, usually within minutes. Nothing is lost.
Termination is not reversible. At 15 days the account and its data are removed. If you are in difficulty, talk to us before that point – we would far rather make an arrangement than terminate an account.
Avoiding all of it
Make sure the email address on your account is one you actually read, and that it is not on a domain hosted with us – if the service is suspended, so is the mailbox the notices are going to. See Keeping your account contact details current.
