Xhost - Billing FAQ

How do I change my Billing Information?
What is the Refund Policy?
What payment methods are accepted?
How am I billed for my services?
Do Xhost accept International orders?
Can I upgrade/downgrade my hosting plans and/or features prior to expiration?
How can I obtain an invoice?
I'm an international customer - why do you charge me VAT?

How do I change my Billing Information?

If you need to change your billing information such as method of payment, billing address, billing frequency, or credit card number, fill out our Billing Change Form or contact the billing department at billing@xhost.co.uk with the updated information. There is no charge for billing changes.

What is the Refund Policy?

All plans carry a 30 day money back guarantee. If you are not completely satisfied with our services within the first 30 days of your contract, you will be given a full refund of the contract amount excluding setup fees and overages. Setup fees are refundable for the following reasons only: (1) the account order is canceled prior to activation; or (2) the domain name was not available at the InterNIC. This policy does not apply to any additional services such as overages, additional disk space, additional pop accounts, etc. Cancellations must be received within 30 days of account activation; regular mail, e-mail notifications and phone requests are acceptable.

What payment methods are accepted?

Our preferred payment methods are via credit/debit card, by electronic payment or by standing order (see Pay By Standing Order for details). For cards, we accept Delta, Switch, Visa, MasterCard, and American Express. We accept cheques for annual payments.

If you're paying by credit/debit card the we will setup your site immediately, otherwise we need to receive payment before setting up your site.

How am I billed for my services?

You can choose to be billed monthly or annually. Upon expiration of your services, your credit card will automatically be charged for renewal unless you notify us that you do not wish to be renewed. Cheque payment is accepted from registered Resellers and for yearly payments only. New accounts paying by cheque will not be activated until payment has been received by Xhost. Once your cheque payment is received, your account will normally be set up within 24 business hours. You will receive an invoice via email two weeks before your account is due for renewal. Accounts will be renewed automatically upon expiration. Should you choose not to renew your service, you must notify our billing department prior to the expiration date. Accounts are suspended upon 30 days past due. After 45 days they are completely removed from our servers and a £20 reinstatement fee will be charged for re-activating the account.

Do Xhost accept International orders?

Yes. We welcome international customers. All international orders have to be paid by credit card. This has proved to be the most time and cost efficient payment method for our customers.

Can I upgrade/downgrade my hosting plans and/or features prior to expiration?

Yes. Should you need to upgrade, downgrade, add or remove any features during the service term, simply notify our billing department in writing and we will be happy to fulfill your request. All fees will be prorated as of the day you request the changes.

How can I obtain an invoice?

We only invoice customers that are paying by cheque. If you are paying by credit card and need an invoice for the services we rendered, simply send your request to our Billing Department and we will be glad to send you an invoice.

I'm an international customer - why do you charge me VAT?

Value added Tax (VAT) at the current rate is added to all invoices for XHost services. This applies to both EU countries and non-EU countries.

This is a ruling by HM Customs and Excise because the service is supplied in the UK and not the country of the ISP or registrant.

You may be able to reclaim VAT in your own country. Please see the web site at http://www.hmce.gov.uk/notices/723conts.htm for details.