Two questions reach us nearly every week: why is the first invoice not the price of the plan? and why did I get two invoices at once? Both have the same answer, and there is nothing hidden in it.
Your first invoice covers a whole period
On this brand's plans there is no pro-rata: the first invoice covers a full cycle counting from the day of purchase, and the following ones keep that same calendar. It is the simplest arithmetic there is — the first invoice is the price of the plan.
The billing calendar, day by day
After the first one, everything runs to the same rhythm, and it is always this:
| When |
What happens |
| 15 days before the due date |
The renewal invoice is issued and e-mailed. It is there to give you time — not to be paid that day. |
| 7 days before |
We send a reminder, if it is still unpaid. |
| On the due date |
Nothing changes on the service. The site and the e-mail carry on working. |
| Days 1, 2 and 3 overdue |
Three notices, on consecutive days. The service stays up. |
| 7 days overdue |
The service is suspended. The site stops opening and mail stops arriving — but nothing is deleted. |
| 15 days overdue |
The service is terminated and the data may be removed. This is the deadline that really matters. |
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We do not charge late fees. Nor interest. Between the due date and suspension the amount owed is exactly what it was on day one. What lateness costs you is the service, not money.
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There is an enormous difference between suspended and terminated. Suspended is fixed by paying: the service comes back, and comes back whole. Terminated can mean the files and mailboxes no longer exist — and then paying restores nothing. There are eight days between the two. If money is tight, talk to us before day 15 — see how to reactivate a suspended or terminated plan.
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Why I received two invoices at once
It happens when you buy close to the renewal date of services you already have: one invoice is for the new service, the other is the ordinary renewal of what already existed — issued, as always, 15 days ahead. They are different things and both are due.
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Paying only one of them does not solve half of it. Each invoice is tied to its own services. If you pay the new service and leave the renewal unpaid, the new service starts and the old one begins counting towards suspension. It is always worth looking at both.
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The domain runs on its own calendar
A domain is not a hosting service: it is not suspended or reactivated the same way, and the deadlines belong to CIUEM, not to us. An expiring domain has its own rules and windows — see expired domain: what happens and how long you have. It is the invoice least worth letting slip.
How to avoid surprises
| 1 |
Check the contact e-mail on your account. Invoices and notices all go there, and we have seen cases where they went to someone who had left the company.
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| 2 |
Pay when the invoice is issued, not when it falls due. The 15 days are there on purpose.
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| 3 |
Move to a longer cycle if it suits you. Yearly instead of monthly is one invoice a year rather than twelve, and it usually costs less.
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For how to pay and how long each method takes to confirm, see how to pay your invoice and bank transfer: the five stages.
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Invoice not matching what you expected? Send us the number.
Open a ticket
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