Billing FAQ

What payment options do you offer?

You can make payment using the following options:

• Credit / Debit card
• Direct bank payment

How do I pay with a credit or debit card?

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

How do I pay by Direct Bank payment?

You can request our bank details by raising a ticket, for security reasons we do not publish them on our website.

Please use your invoice / renewal number and customer number as a reference so that we can allocate the payment to your account.

Please send remittance to us either by using the same ticket as above, a new ticket or email [email protected] directly.

How do I pay by cheque?

Unfortunately, we are no longer able to accept cheque payments.

Can I pay by direct debit?

No - unfortunately we do not offer direct debit payments at this time.

What will show on my card's statement?

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

Do you make a surcharge for credit card payments?

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

Can I apply for a credit account?

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

What currencies do you bill in?

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

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

Please raise a ticket with the following information:

• The transaction amounts
• The transaction date as shown on your statement
• The last 4 digits of the 16 digit card number

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

Yes - we are a UK based company and the services are provided in / from the UK.

Our UK 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 .

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

We will send you a series of renewal notices via email and the regular post starting 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 single copy of the renewal notice to the address on your account.

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

The contact details on your account my be incorrect, please raise a ticket quoting your customer number and we can update your contact details.

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

Yes - you can request a paper / PDF copy of your renewal notice by raising a ticket, please include your customer number and renewal ID.

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

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.

Can I change the period I am billed for?

Some services can be billed for longer periods but it depends on the type of service that you have, please raise a ticket for assistance.

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

Please raise a ticket for assistance.

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

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.

If it is a full invoice, please raise a ticket for assistance.

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

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

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 using our payment portal.

When will I get a VAT invoice?

Full VAT invoices are only issued once payment has been received, once your payment has been received we will email a full invoice to the contact email address on your account.

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

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

I ordered a service from your website, do I have to pay this invoice?

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.

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

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