Subscription, invoices, payments and cancelling

One subscription, one monthly payment

Every service you take sits on one subscription: your website, any mailboxes, DNS management and monthly add-ons. They add up to one monthly amount, which PayFast collects from your card automatically on your billing date. You never need to remember to pay.

Open Subscription in the menu to see each service with its own price and your monthly total.

• View Details shows what your plan includes.
• Manage Subscription shows your next payment date and your recent payments.
• Change or Cancel is where you look after each service.

Adding a service

When you add something new, such as another mailbox or an add-on, it joins this same subscription. There is no new checkout and nothing is charged on the day; it is simply added to your next monthly payment. You always tick to agree to the new monthly amount first.

Invoices

Your monthly subscription is collected automatically. Invoices are for one-off things: the setup fee for building your website, a plan upgrade, and any once-off add-on such as a logo design.

• Anything waiting to be paid shows under Pending. Open it and pay through PayFast.
• Every past invoice is under Paid. Open any invoice to see it in full and download a copy for your records.

Changing your website plan

Under Change or Cancel, open the Manage menu next to your website and choose Change Plan. You can move up or down.

• Moving up: you pay only the difference between the two setup fees, as a once-off invoice. Until you pay it, nothing changes and you can cancel the change. The new monthly price starts from your next billing date.
• Moving down: there is nothing to pay. Check the plan's list first so nothing you rely on disappears.

Your plan is part of your service agreement, so changing it means signing an updated agreement on the screen. We email you a copy. Only the account owner can change the plan.

Updating your card

Under Change or Cancel, click Update Payment Method. PayFast opens its own secure page, where you save the new card, then brings you back to the portal. We never see your card details, and your payment date stays the same.

If a payment does not go through

If a monthly charge fails, PayFast retries it automatically and we email you. Usually there is nothing to do, because the next attempt goes through on its own. Nothing is switched off the moment a payment misses: your website, email and everything else keep running while the retries happen.

If your card really is the problem, use Update Payment Method to change it, then Retry Payment to ask PayFast to try again. Everything goes back to normal once the payment goes through.

If the retries keep failing, we email you the date we need the payment by. If we have not received it by then, your services are suspended until it is paid: your website shows a temporary notice instead of your pages, and your business email pauses. Nothing is deleted while we wait, and the moment a payment succeeds everything resumes exactly as it was. Our terms do allow us to close an account that stays unpaid for a long time, so if you are having trouble, open a support ticket and talk to us. We would much rather sort it out.

Asking for a refund

Think a payment was taken in error? Open the invoice and click Request a refund, explain what went wrong and send it. You can also open a new support ticket and choose to request a refund. Either way a support ticket opens and our answer arrives there.

Refunds are not automatic. Each request is reviewed and decided under our terms and conditions. For example:

• your setup fee can be refunded until you approve your website design; once you approve it, the work has been delivered
• part months are not refunded

If a refund is approved, the money goes back to the card or account you paid with.

Cancelling one service

To stop a single service, open its Manage menu under Change or Cancel and choose to remove it, for example Remove Mailbox.

• It keeps working until your next payment date, so you keep the time you paid for.
• Your monthly total drops from your next payment.
• Changed your mind? Cancel the removal any time before that date and it is back straight away.

If you cancel a website, first use Download Website Files to keep a copy, because the site and its files are removed after that date. If you cancel a website before you approved it, we raise a refund request for your setup fee and open a ticket, so you hear the outcome either way.

Cancelling everything

To stop all services, use Cancel All Services. You see exactly what will be cancelled, and you can download a copy of your website first. Nothing changes until you pick a reason and confirm.

Your services stay on until the end of the period you have already paid for, and you will not be charged again. If you change your mind before that date, Reactivate Subscription brings everything back; you simply set up your monthly payment again.

To close your whole account rather than only stop services, see Profile and security.