What happens if my payment is not received by the payment due date?
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Your invoice should be settled within 7 days of receipt and/or notification of your failed debit order.
Late payment may lead to the web hosting packages being suspended. If the invoice remains outstanding it goes onto Bad Debt and there is risk of losing domain names and website content. We don’t keep a backup for longer than 7 to 10 days.
In the event of late Payment
Debit Order Rejection:
- On the first working day of every month, a debit order transaction for the correct amount owing to Hetzner is attempted. A rejected debit order invoice is changed to a ‘Cash Invoice’ and will accrue a handling fee of R50 per rejection.
- Cash Invoicing allows 7 days for payment. The amount owing is considered overdue if not settled within this timeframe
- Email and SMS Notification: On day 4 a reminder sms is sent to settle outstanding amounts before they become overdue. If payment is not received within the allocated 7 days, an email notification is sent. Email notifications are sent every day until the payment reflects on the Hetzner bank statement. A few days grace may be given, however, immediate action should be taken to ensure that payment reflects on Hetzner’s bank statement as soon as possible. There is a risk of discontinuation of your hosting services if payment is delayed.
Suspension: The process escalates as follows:
- Email Reminder / Deactivation Notice: Three email reminders and sms’s will be sent to collect outstanding fees before services are suspended.
- Deactivation / Suspension: Should payment not be forthcoming and not reflect on Hetzner’s bank statement, the services listed on the outstanding invoice will be deactivated. (Note: All domains that form part of your Volume Plan will also be deactivated should you default in payment for your Volume Plan.)
- Further, a notice will be dispatched (by email and sms) notifying of account termination within 2 days unless payment has been received.
- Hetzner will accept no responsibility for any loss of data or transactions during this period.
Bad Debt: Account Termination
- Should payment not have been received, the web hosting packages will be terminated (and the domain name will be deleted). You will then be referred to Hetzner`s Debt Collectors Attorneys.
- The web hosting packages will be reactivated on full settlement of outstanding payments (another set-up fee will be charged).
- Hetzner will accept no responsibility for any loss of data or transactions during this period.
When making payment, use your Customer number as payment reference.
Once your payment is successful, proof of payment can be submitted via konsoleH.
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