We hope this message finds you in great spirits. Today, we are thrilled to share some positive changes to our late fee policy, aimed at enhancing your experience with our services. Our commitment to your satisfaction and convenience remains at the forefront of these updates.
1. Higher Late Fee Duration: A Customer-Centric Approach
We understand that managing service renewals can sometimes be challenging, and our goal is to make the process as smooth as possible. As part of this endeavor, we are pleased to announce a significant increase in the duration before which late fees are applicable.
Previously, late fees were applied to invoices that were 7 days overdue. Now, we're extending this period to 22 days. This means that late fees will not be applied until an invoice is 22 days past its due date.
2. Impact on Domains: Aligning with Grace and Redemption Periods
With this change, it's important to note that domain renewals are safeguarded, and will never see late fees added to those invoices. As you may know, domains typically enter a grace period of 20 days and a redemption period of 1 day (the actual period is higher extending up to 40 days but given that a huge fee is added and 99.9% of these domains are not renewed, we do put that to 1 in the system but allow users to reach out to us via a support ticket if one wishes to renew it with the high fee known) after expiry. Since these periods add up to 21 days, invoices for domain renewals will not reach the 22-day threshold, ensuring your domain's invoices will only have the actual renewal fee and nothing extra added to it.
3. Hosting Services: Clear Communication and Action Steps
For hosting services, our approach remains customer-centric. If a hosting service is not renewed, we will suspend it 3 days from the due date and send a termination email 72 hours before taking any further action. In between, we will also attempt to connect via the provided phone number in the client area to notify of the expiry and action steps. This means that hosting services will see their conclusion within 7 days past the due date and thus not reach the 22-day late fee period.
4. Exceptional Cases: Unforeseen Invoices
While we strive to ensure that your experience is seamless, we acknowledge that exceptional cases may arise. In such rare instances where invoices survive past the 22-day mark, a 100% late fee will be applied. However, it's important to note that these invoices are likely to be overlooked and no longer active, as they are outside our typical review and renewal processes.
We are committed to providing you with a more customer-friendly experience, and these changes align with that commitment. Your satisfaction is our priority, and we believe these adjustments will help make managing your services even more convenient.
If you have any questions, or concerns, or need further clarification about these updates, please don't hesitate to reach out to our dedicated customer support team. We're here to assist you and ensure a seamless experience.
Thank you for choosing us as your service provider. We look forward to continuing to serve you with excellence.