Knowledgebase

Our billing system is mostly automated, which is why we encourage you to make your payments on time. While we do make the best effort to cover all our client's requests, we answer to all of them in the order in which these were received. As such, sometimes we may take longer to get to your message than to others.

What happens if I am late on my payment?
We have set it up so you receive the "Pay by" date a day earlier than your service expiry, in order to avoid suspension due to an oversight or billiing issue on your end.
At the same time, you'll receive an "Overdue Notice" email explaining briefly what will happen if you don't make your payment within a reasonable time.
You will receive continues reminders until your bill is paid, service is cancelled or the system automatically deletes your server after the grace period.

What is the longest I can wait to make a payment?
Depending on the service you contracted, it can be as soon as 3 days to as late as 30 days. We tend to leave the window for renewal as wide as possible to give you time to recover from any problem that may have delayed your action.

What will happen to my data?
For hosting and email plans we try to keep your plan open as long as possible. However, if you fail to pay for your service by the deletion date, all your data will be lost and all IPs will be reset to blank and assigned to other users.
You should always make a backup, regardless of this reason.

What will happen to my domain?
After the grace renewal period is over, your domain will become freely available for the public. Depending on the domain, it may even fetch a new "Premium" status and its new purchase price will be higher. 
We do not control which domain becomes "Premium". This is automatically assigned due to the domain's access popularity.
You also run the risk of having a competitor or someone with malice buy your domain and try to sell it to you at a much higher price, or worse yet, use it with ill intentions.

How can I avoid losing my domain or data plan?
We recommend you contract your service for longer than the bare minimum.
- In the case of domains, that is up to 10 years.
- In the case of Email and Data Hosting plans, it can be up to 3 years, depending on the service you selected.
- Dedicated Servers is best to contract for 3 months to up to a year. We offer special discounts for these plans.
- Server Security is usually a year to year renewal process, since security needs can vary without notice. However, you may contract some services for extended periords if requested.

How can I change my renewal terms plan?
If the option is not displayed on your account's control panel, you may ask us using our support department or our live chat assistance tool.
After office hours, some of our agents will still be ready to answer to most emergencies. Everything else will be handled during regular business hours.

I want to extend my tenure, but don't have a discount code. Where can I get one?
We release various discount codes using different medias, including our Facebook page. We will be releasing some video tutorials within the next few months with some easter egg discounts for those who pay attention.
When all else fails, if you send us an email to our billing or support department, based on your reason for a discount, our agents are qualified to provide and apply a discount or price override for your service.
Please note that the price override or discount may only be temporary, depending on the tenure of your service.

I am having trouble paying my entire bill. Can you help?
This isn't a request we receive often, but we understand "things can happen" all of a sudden.
Send us an email requesting assistance, and based on your case, the payment can be recovered in smaller installments until you recover.
We will try to work with you on keeping your service live and without interruptions, however you need to contact us or else we won't be able to help you.

Our goal is your success, which is why we don't upsell you anything that can be considered useless or unnecessary at the moment.
We do offer a wide buffet of service for you to choose from, however you understand your needs best. If you need assistance to decide your best plan, shoot us a line with the purpose of your web server, as well as your budget, and our marketing & tech departments will recommend the minimum and the preferred configurations.
This is a free service we provide to ensure you don't have to worry about ging over your budget.

Are there any Late Fees?
Some services do incurr late fees, however, it is our policy to give enough time to recover without penalizing you for it.
Remember, the highest late fee you can receive is "losing your data" due to a failure to pay in time.

Are there any Recovery Fees?
Recovery fees are a last resort if you failed to pay your bill on time, and most often than not, they are much higher than the actual montly or yearly fee for the service you contracted.
Since it involves man hours and specialized technicians to attempt to recover what has already been lost, we encourage you to not let it happen, specially if your specific server had many custimizations.
In some cases, recovery may no longer be an option and you will have to start from scratch. In which case, we hope you had a backup.

My question hasn't been answered yet, what do I do?
If this article didn't answer your question, then please use our "Live Chat" tool or contact us from our support page with your specific query.