Invoices, payment and cancellation
Everything is paid in advance. Here is the rhythm, so nothing about it surprises you.
The cycle
We send the invoice fourteen days before the new period starts. It has to be paid on or before the due date on it. Payment is by bank transfer or credit card, in euros.
Dedicated servers run monthly by default; colocation runs for a year at a time, because rackspace, power and cross-connects are capacity we commit on your behalf. A longer term on a server can be agreed and usually comes with a better price.
VAT
Dutch customers are charged Dutch VAT. Business customers elsewhere in the EU who give us a valid VAT identification number get the VAT reverse-charged and account for it at home. Consumers in the EU are charged the rate of their own country. Outside the EU, no European VAT.
Paying ahead with account credit
Rather not arrange a transfer every month? Deposit credit into your account. When the next invoice is generated, the balance is applied to it automatically — and to the invoices after that, for as long as the credit lasts.
It is the easiest way to cover a few months at once, and it means a forgotten transfer cannot take your server offline. The due dates do not change; the invoice is simply already settled when it appears.
Credit does not expire, and it is not paid out. Stop for a while and the balance waits on your account for your next order, however long that takes. It is an advance payment for our services rather than money we hold for you, so plan your deposit around what you expect to use.
If an invoice is not paid
On the due date the service is suspended: the server goes offline and stays offline until the invoice is paid. We send a reminder, but the suspension does not wait for it. Pay and it comes straight back.
Thirty days after the due date the agreement ends, the hardware and addresses return to us and the data is deleted. If there is anything on the machine you need, get it off before that point.
Cancelling
Mail us or cancel in the portal, with effect from the end of the running term. A cancellation that arrives after a new term has started takes effect at the end of that term. No notice games, no three-month clauses.
Consumers have a fourteen-day right of withdrawal on top of this; the terms and conditions set out exactly how that works when the server has already been delivered.
Refunds
For a service we have not delivered yet, yes. Once a server is handed over it is not refunded unless we did not deliver what you ordered. We do not pay service credits for downtime — we would rather fix the problem than put a discount on it.
Still stuck? Mail support@novogara.com — an engineer answers, at any hour. Back to the knowledge base