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Payment FAQ/en

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When do I have to pay for the server?

Automatic billing for all dedicated root and cloud servers, as well as colocation products takes place on a set day each month. After the first order, you receive the invoice the day after you receive your product.

Payments are automatically debited from your bank account or credit card a few days after invoicing. It is not possible for you to carry out the transaction yourself.

If you are paying by bank transfer, you will need to make the payment within a week of receiving your invoice.

If you are paying by PayPal, you will need to make the payment yourself, via the Robot Administration Interface, within a week of receiving the invoice.

What happens if the automated billing fails?

If the automated billing fails, you will be informed via email. You then have the option of retrying the billing yourself, either with the same credit card or a different credit card. To do this, please log into Hetzner Accounts. This will take you to the main page for your master data. If you are already logged into Robot or Cloud, look for the accounts icon in the top right hand corner. (It looks like a circle with a person in it.) Click on it and then on "User Account". This will take you to the main page for Hetzner Accounts.

Once you are on the main page on Hetzner Accounts, look for "Invoices" and then "Pay now". Then follow the instructions for re-doing the payment.

Please note that you can only retry the payment method a maximum of 5 times. If you still have issues with the invoice after that, please contact our accounting department.

You can also pay using PayPal on Hetzner Accounts as another alternative.

How much VAT do I need to pay?

Our net prices are the same for all customers. The rate of Value Added Tax (VAT) to be charged is determined by your country of residence as follows:

Germany

Clients based inland will be charged 19% VAT.

EU Member State countries with valid VAT ID

Customers in EU Member States who can produce a valid VAT ID, will receive their invoice according to the "Reverse-Charge" procedure, without German tax.

The VAT ID can be checked here:

http://ec.europa.eu/taxation_customs/vies/vatRequest.html

EU Member State countries without valid VAT ID

From 2015, due to a change in EU legislation, customers from EU Member States are charged the VAT rate of their respective country of origin, as listed below:

Country Tax rate in % Starting on
Austria 20.00 1 January 2015
Belgium 21.00 1 January 2015
Bulgaria 20.00 1 January 2015
Cyprus 19.00 1 January 2015
Croatia 25.00 1 January 2015
Czech Republic 21.00 1 January 2015
Denmark 25.00 1 January 2015
Estonia 20.00 1 January 2015
Finland 24.00 1 January 2015
France 20.00 1 January 2015
Greece 24.00 1 January 2015
Hungary 27.00 1 January 2015
Ireland 23.00 1 January 2015
Italy 22.00 1 January 2015
Latvia 21.00 1 January 2015
Lithuania 21.00 1 January 2015
Luxembourg 17.00 1 January 2015
Malta 18.00 1 January 2015
The Netherlands 21.00 1 January 2015
Poland 23.00 1 January 2015
Portugal 23.00 1 January 2015
Romania 19.00 1 January 2015
Slovakia 20.00 1 January 2015
Slovenia 22.00 1 January 2015
Spain 21.00 1 January 2015
Sweden 25.00 1 January 2015
United Kingdom 20.00 1 January 2015

Further information on MOSS (Mini One Stop Shop) can be found at:
https://ec.europa.eu/taxation_customs/business/vat/telecommunications-broadcasting-electronic-services-archived_en

Russia with valid VAT ID / INN

Customers in Russia who can produce a valid VAT ID / INN, will receive their invoice according to the "Reverse-Charge" procedure, without tax.

The VAT ID / INN can be checked under the following link:
https://npchk.nalog.ru

Russia without valid VAT ID / INN

Since January 1, 2017, due to a change in Russian law, customers from Russia are charged a VAT rate.

Country Tax rate in % Starting on
Russia 18.00 1 January 2017

More information on Russian tax can be found here: https://www.nalog.ru/rn77/
https://lkioreg.nalog.ru/en/registry#db

Country Tax rate in % Starting on
Switzerland 7.70 1 January 2018
Republic of Belarus 20.00 1 June 2018

All other countries outside the EU

Customers from these countries will receive their invoice without VAT.

If I agree to keep my server for 12 months can I get a discount?

That is not possible, we don't provide any discounts. You will still need to pay the regular monthly fee and setup fee (where applicable), even if you pay for a certain number of months in advance.

Please note that even if you pay in advance, you can still cancel the server within the normal cancellation period, meaning you would then get a partial refund of the money you paid in advance.

Why am I paying for Windows/Plesk/cPanel when I didn't use it?

The licences for Windows, Plesk and cPanel must be paid for a full calender month, irrespective of the date of order. This means that if you order a license at the end of the month you still have to pay for the entire month. This information is provided at the time of ordering and must be agreed to.

If you have previously ordered one of these licenses and no longer use or need it, please send us a verified support request via Robot, asking to have it cancelled. Installing a new OS and/or simply removing the program will not automatically cancel the license.

How do I renew my server?

All contracts are entered into for an indefinite period, meaning you do not have to manually renew your server. If you no longer want the server then you will need to cancel it. This can be done in Robot.

How can I change details on my invoice?

A charge of € 17.65 (excl. VAT) will be levied for changes to invoices which have already been issued. A change can be made up to a maximum of 14 days after invoicing. The client is responsible for ensuring that the information on file is up-to-date. (T&C 5.2)



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