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Billing FAQ

Billing Policy and Frequently Asked Questions

 

Understanding Your Bill
What Appears on My First Bill?
Don't Charge My Credit Card. I Want a Paper Invoice Sent to Me.
How much are Late Fees?
Why Does My Bill Include More Than My Monthly Charge?
I Was Offered a Rebate or Discount.
My Service Took Longer to Install Than Promised.
I Received Two Bills in a Row.
I Was Charged for Equipment That I Never Received.
My Service Experienced Interruptions. I Should Not be Charged for That Time.
I am a Reseller, Yet I am Being Billed Taxes.
I canceled my account, yet I received another charge after cancellation
My Closed Account Shows a Credit Balance
International Customers
Electronic Payment Restrictions
Forms of Payments Accepted
Bandwidth Usage Billing
Payment Schedule
Security Deposits
Miscellaneous Fees
How do I cancel my account?

BILLING DEPARTMENT INFORMATION:
By Email: billing@metanethosting.com
By Phone: 888-808-5468, Option 3
Office Hours: M-F 12-6 PM Eastern Standard Time
Online Billing, Statements and Invoices: http://billing.metanethosting.com/
Submit a Billing Trouble Ticket: http://metanethosting.com/tt.htm
or you may enter a ticket within your customer control panel.


Understanding Your Bill
This page lists common questions and concerns our customers have when reading their bill. The items listed below are examples and will vary depending on the product you've selected. If your questions are not answered by the examples below, please send an email to the Metanet billing department at: billing@metanethosting.com. Kindly include detailed questions so we will be able to improve upon our general explanation. You must also include your Account Number in the subject line of your E-Mail, so that we can track your billing inquiry. If you do not know your registration number or have lost this information you may use other information at this site to recover it, or you may contact us by email for this number.

All customers are electronically E-mailed a monthly invoice by default. Your account is also available online 24x7 at http://billing.metanethosting.com/. At this interface you may login with your Account Number and Password that was given to you upon the creation of your account. Additionally you have the option to receive statements in HTML Format (instead of Plain Text Format) as well as the option to receive hard statements by regular US Mail.


What Appears on My First Bill?
Metanet invoices one month in advance so that services are paid for prior to being used. Your monthly billing cycle date is based upon your Start of Service date. The first bill will usually include any install fees and the first month of service including equipment charges. The second month and every following month of service is invoiced thirty (30) days prior to receiving service. This gives customers thirty (30) days in which to mail in payment. Credit cards are charged instantly. If payment is not received before the subscription date in which service is provided, accounts may be subject to late fees, or ultimately suspension, cancellation, and reconnection fees. If you have subscribed to a monthly service plan you are invoiced on a monthly recurring basis. If you have subscribed to an annual service plan you are invoiced on an annually recurring basis. Discounts appear as a promo code credit on your invoice or statement.


Don't Charge My Credit Card. I Want a Paper Invoice Sent to Me.
Statements and invoices are available online. Customers may also choose to receive their bills electronically by email. If you request monthly billing statements to be mailed to you, there is a $5.00 monthly processing fee.


How much are Late Fees?
Accounts past due of more than thirty (30) days will accrue a $10.00 late fee and may be subject to 1.5% finance charges on overdue balances. If customer disputes these charges, due to the fact they have not received an invoice, these charges will be credited to the customer's account and will appear as a credit on the next month's statement.

You are responsible for directly updating, or notifying Metanet Hosting of any changes to your credit card (including, but not limited to card number, expiration date, billing address, or card status). Customers not paying by credit card agree to make payment of their balance due within ten (10) days of the Account Due Date. Accounts that are fifteen (15) days past due will be automatically suspended. Accounts that are suspended for non-payment are not cancelled and can be reactivated by submitting in full the past due balance plus a $19.95 reactivation fee for shared hosting and a $40.00 reactivation fee for dedicated servers and colocation. Accounts that are ninety (90) days past due will be automatically cancelled. Accounts that are cancelled for non-payment are subject to collection. All past due and unpaid balances are subject to collection. In the event of collection, you will be liable for costs of collection including attorney's fees, court costs, and collection agency fees.


Why Does My Bill Include More Than My Monthly Charge?
The items listed on your invoice will vary, depending on the product you've selected. The first bill will usually include any setup fees and equipment charges. Occasionally there might be Telecommunications taxes and surcharges appearing on your bill that may be mandatory taxes. These may change in time, depending on the Telecommunications regulations and taxes initiated by the FCC.


I Was Offered a Rebate or Discount.
If Metanet offered a rebate program, or your account executive has offered a discount on your service setup fees, at the time of your order, we will charge your account for the related service then credit the account on your initial invoice.


My Service Took Longer to Install Than Promised.
If your circuit is not delivered within 60 business days, you may be entitled to service credit. The credit for service will apply based on the terms of the agreement you have entered into and will be applied as a credit on your next service bill.


I Received Two Bills in a Row.
Our billing department sends invoices thirty (30) days before the charges are due. The day your new service is usable, an invoice is sent. A second invoice covers the following monthly period. For example if your service starts June 1, your first invoice covers June 1 - July 1. Since we bill 30 days in advance your second invoice for July 1 - August 1 is also immediately generated but is due August 1, unless a credit card is used.


I Was Charged for Equipment That I Never Received.
Occasionally, the automatic processes that are in place include an unnecessary charge for a router that you did not order, receive or need. In this case, we will work with the shipping firm to clear up the discrepancy and to credit your account. If a charge was inadvertently charged to your account for a router that was not needed or received, please contact billing@metanethosting.com


My service experienced interruptions. I Should Not be Charged for That Time.
If your circuit becomes unavailable and you have placed a trouble ticket, you may request credit on your account based on our SLA terms. You will receive a notice separate from your monthly billing charge. Email notification of the credit for down time will be sent to you as soon as it is tabulated, and the amount will be credited to your next monthly invoice.


I am a reseller, yet I am being billed taxes.
Resellers must provide via fax a copy of their Reseller Certificate if they intend to resell services to their clients. You may fax a copy of this certificate to 212-202-5424


I canceled my account, yet I received another charge after cancellation.
For all accounts, thirty (30) days written notice is required for all cancellations. You will receive one more final bill or charge for the last month billing cycle after you have canceled service or filed an order for a service disconnect.


My closed account shows a credit balance.
For customers with closed accounts that have a credit balance, we will transfer that balance to another account if the customer has one, or will mail a check for the balance to the customer's address on file. If the check covering your credit balance is not cashed within 90 days of issuance, a $5 per month Closed Account Maintenance Fee will be applied to the monthly billing period following this ninety (90) day period. This fee will continue to apply until the credit balance on file is exhausted.


International customers.
International customers who wish to use a credit card from an international location are required to have a US based address on file, or may need to provide alternative identification information.


Electronic payment restrictions.
As of April 16, 2008, customers that bill a Monthly Recurring Charge (MRC) of $2000 per month or greater in any one (1) calendar day, are required to use check payment, or monthly wire. Customers who still wish to use credit card may opt to use their credit card via PayPal electronic payment service with recurring payments, as we accept both Domestic and International PayPal payments. Paypal payments are limited to $10000 per transaction, and $100,000 in any one (1) calendar day. Please contact us if you require our PayPal payment address. All PayPal remittance is required to pass through our Credit Department for approval. The website for PayPal is www.paypal.com


Forms of payment accepted.
We accept personal checks, bank checks, money orders, cash, ach (automated clearinghouse), paypal,and credit card payments. We accept Mastercard, Visa and Discover. American Express and other major credit cards are not accepted unless paid through PayPal. Metanet Hosting requires a valid up to date credit card on file at all times, to assure service continuity in the event other forms of payment are not received on time.


Bandwidth usage billing.
Bandwidth usage graphs are available to customers 24 hours a day 7 days a week inside the Metanet Hosting customer billing web site area. Bandwidth overage charges are billed in the same invoice yet the charges are based upon the first of the previous month, and billed one month in arrears, unless bandwidth is part of a plan and non-usage based. For example, if your billing cycle for your web hosting plan is from the 16th of June to the 16th of July, bandwidth overage fees will appear on your bill as usage based billing from June 1st to July 1st.


Payment schedule.
Customers are billed thirty (30) days in advance of the upcoming month's service date. If a credit card on file expires, or a card is declined and we are unable to bill for service, customer service will be interrupted unless payments are cured before the upcoming month's service date. Due to the mission critical nature of Web Hosting, payments in advance are necessary to prevent interruptions in the event of a payment problem. Thirty (30) days allows reasonable time for customers to update their credit card or payment information when a payment issue arises. Since payments are due before service is provided, the initial payment due upon signup for an account is two months payment, which is the equivalent to the first month due immediately, and the second month which is the billed advance of the upcoming month.


Security Deposits.
Colocation service may require a one (1) month security deposit, to be paid prior to service inception. Security deposits will cause your invoice and service order quote to show two months initial payment plus a security deposit, typically listed as First Month and Last Month. Any setup fees and the second month of service which is billed one month in advance will also appear on your initial payment.


Miscellaneous Fees.

Returned (NSF) Checks

There is a $40.00 fee for returned (NSF) checks. Customers that issue an NSF check will be required to submit future payments with a certified check, money order or switch payment method to a credit/debit card.


Credit Card Chargebacks
A$35.00 chargeback fee will be assessed for each credit card chargeback

Reactivation

Customers that wish to reactivate a suspended account will be assessed a $19.95 reactivation fee. A $49.95 fee will be assessed if we are asked to restore your data files to your reactivated account.

Hosting Plan Changes
Customers electing to change to a lower priced hosting plan will be charged a $19.95 downgrade fee. There is no upgrade fee for upgrading to a higher priced plan, however, you will be charged any difference between the setup fee applicable to your new and former plans.

Account Splits and Mergers USA Domains
Customers are encouraged to merge domains contained in two or more accounts into one account. There is no fee for this service. Customers may also request that we separate one or more domains contained under one account into separate accounts. The fee for this service is $19.95 for each new account and is charged to the new account.


How do I cancel my account?

Hosting plans, Dedicated Servers and Colocation plans will automatically renew until a plan is cancelled. In order to cancel service, shared hosting, dedicated server and co-location customers must send a formal cancellation request in writing to: Metanet PO BOX 650501 Flushing NY 11365. This is the only accepted form of cancellation. For security reasons, cancellation notifications via phone, email, fax or by any other means are not honored or accepted. If you have questions on how to properly cancel an account, please contact the Billing Dept., Monday through Friday, 12:00 PM to 6:00 PM Eastern Time, at 888-808-5468, Option 3. The Billing Dept. will assist you with the cancellation process. If you call for assistance, please have your account username, password, and credit card available to verify youridentity. Please be aware that there are no pro-rated refunds after the first 30 days of service.

Cancellation requests must be received by Metanet Hosting a minimum of thirty (30) days prior to the end of your Billing Cycle. Customers are required to cancel 30 days in advance, which will result in one extra final month billed to your account after cancellation is received and processed. Cancellations submitted later than this time will result in automatic renewal of your hosting plan. Cancellations become effective on the day processed by Metanet Hosting. Metanet Hosting is unable to cancel your account effective for a future date. Upon submitting the cancellation form, you will recieve a cancellation verification by email. We will confirm the cancellation request when it is processed. If you do not receive a cancellation verification, please contact us as soon as possible. We do not monitor, and will not automatically cancel, plans for problems related to domain name transfers, non-usage, DNS, your ISP, or any other secondary issues not directly related to Metanet Hosting services. Cancellation of services does not relieve the customer from paying any outstanding balance owed on the account.


Metanet Hosting policies and prices are subject to change without notice for customers out of contract. Any price changes become effective in the next billing cycle.

Should you have other questions and concerns that may not addressed on this page please contact Metanet Billing Department at billing@metanethosting.com






























































 
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