The questions we are asked most about invoices, payments and refunds, with the short answer to each.
When is an invoice generated?
A set number of days before the due date - usually fourteen. You get an email the day it is created and a reminder before it is due.
Can I change the date my invoices fall on?
Yes. Open a ticket with the date you prefer; we prorate the difference once and every invoice after that follows the new date.
Why was I charged before the due date?
Automatic payments are attempted on the due date itself, never earlier. A charge before that is a one-off order, an upgrade, or a manual payment.
How do refunds work?
A refund goes back to the payment method used, or to account credit if you ask. Card refunds take three to five working days to appear.
Where do I find a receipt?
Every paid invoice is its own receipt: open it under Billing › Invoices and use Print or Download PDF.
Note
Something not covered here? Open a ticket in the Billing department - it is answered by the same people who wrote this page.
Last reviewed September 2026. Tell us if something is out of date.