GetOnline Logo
spacer
spacer

Accounts FAQs

spacer


 

Payment FAQs

question_bullet

What payment options do you offer?

answer_bullet

  • You can make payment using the following options:
    • Credit / Debit card
    • Cheque
    • Direct bank payment
    • Cash payment into our account

question_bullet

How do I pay with a credit or debit card?

answer_bullet

You can make payment online using a Credit / Debit card here.

question_bullet

How do I pay via Direct Bank payment?

answer_bullet

  • You can make a payment direct to our Bank accout from yours.
  • You can request our bank details by clicking here, for security reasons we do not publish them on our website.
  • Please use your invoice / renewal number and/or customer number as a reference so that we can allocate the payment to your account.
  • Please send remittance to us either using the payment form or online here.
  • NOTE: Failure to send us remittance could result in your services not being renewed on time if we cannot allocate the payment.

question_bullet

How do I pay via cheque?

answer_bullet

  • If you wish to pay by cheque it will need to be made out to 'GetOnline Ltd' and post to us.
  • Our address details can found here.
  • Cheques have to be drawn on a UK bank and in UK Pounds Sterling / GBP.

question_bullet

Can I pay by direct debit?

answer_bullet

Unfortunately we do not offer direct debit payments at this time.

question_bullet

What will show on my card's statement?

answer_bullet

If you make a payment to us it will show on your statement as GetOnline Ltd or D.M. Priest & Company Ltd.

question_bullet

Do you make a surcharge for credit card payments?

answer_bullet

No, at this time we do not make any surcharges for credit card payments.

question_bullet

Can I apply for a credit account?

answer_bullet

Credit accounts are only offered to established customers/resellers with a proven payment history.

question_bullet

What currencies do you bill in?

answer_bullet

At this time we only bill in UK Pounds Sterling / GBP.

question_bullet

My card has been charged the wrong amount or duplicate times, what should I do?

answer_bullet

  • Please contact us detailing:
    • The amount
    • The transaction date as shown on your statement
    • The last 4 digits of the 16 digit card number
  • You can contact us by clicking here.

question_bullet

I am not in the UK, do I have to pay VAT?

answer_bullet

Yes - we are a UK based company registered for VAT, our VAT registration number is GB 616 4603 53. If you are outside the UK you may be able to claim the VAT back, please see HMRC

Renewals FAQs

question_bullet

How will I know if my service is due for renewal?

answer_bullet

  • Our billing system will generate a renewal notice for your service 45 days before the renewal date
  • Unless you have specifically requested not to receive email renewal notices we will email you on 3 occasions and post a single copy of the renewal notice during the 45 days prior to the renewal date, these will be sent using the contact details on your account
  • If you have requested not to receive email renewal notices we will post a number of copies of the renewal notice to the address on your account

question_bullet

My service is due for renewal but I have not received a renewal notice, why?

answer_bullet

The contact details on your account my be incorrect, please contact us by clicking here quoting your customer number and/or previous renewal / invoice number.

question_bullet

My renewal has been sent to me as a text email, can I have a PDF or paper copy?

answer_bullet

Yes - you can request this by clicking here.

question_bullet

Why have received a 2nd reminder in the post but I didn't get the initial copy or the first reminder?

answer_bullet

The initial reminders will have been sent via email, it may have been sent to another named contact on your account or we may have an invalid contact email address.

question_bullet

Can I change the period I am billed for? (All services)

answer_bullet

  • No, normally the minimum / standard periods for services are as follows:
    • Domain name - 2 Years
    • Hosting Services - 1 Year

question_bullet

I don't understand what my renewal is for, how can I find out?

answer_bullet

For an explanation of renewal items please click here.

question_bullet

I have received a renewal notice but I wish to cancel the service, what do I do?

answer_bullet

If it is a renewal notice and you do not wish to renew the domain name or service please just disregard the reminders and the service will automatically be cancelled at the renewal date or shortly after.

question_bullet

I think my renewal notice is incorrect, what should I do?

answer_bullet

Please contact us by clicking here.

question_bullet

Can I make payment for more than one renewal notice/invoice at a time?

answer_bullet

  • Yes - if you have multiple renewal notices with the same customer number you can simply make payment online for the total amount using just one of the references and our system will recognise that you have done so.
  • Please ensure the total payment you make includes the VAT.
  • You can make payment online here.

question_bullet

When will I get a VAT invoice?

answer_bullet

  • VAT invoices are only issued once payment has been received
  • If you submit payment online a PDF copy of the invoice will be emailed to you
  • If you send a cheque or direct bank payment a copy of the invoice will be posted to you

question_bullet

If I renew the service and then change my mind can I get a refund?

answer_bullet

Unfortunately as all domain names and services are customised to your requirements we are not able to offer refunds.

Invoice FAQs

question_bullet

I ordered a service from your website and opted to pay by cheque, do I have to pay this invoice?

answer_bullet

As long as the services have not been setup or the domain name has not registered you are not obligated to make payment. However, we would appreciate it if you inform us so we can cancel the invoice.

question_bullet

I have received an invoice for something that I did not order, why?

answer_bullet

This could be for a number of reasons, please contact us stating the invoice number and we will give you details of who placed the order.