Payment FAQ

What payment methods does Hetzner accept?

We accept four payment methods:

1. Credit card (automatically debited from your account)
2. SEPA (automatically debited from your account)
3. Bank/wire transfer (you make manual payments)
4. PayPal (you make manual payments)
5. UnionPay (you make manual payments)

Note: We may ask customers with late invoices to pay via bank/wire transfer.

Which currencies can I pay in?

When a customer creates a new account with us, they can choose between euros and US dollars. Once the customer has made that choice, we cannot change it. For technical reasons, it's not possible for us to switch existing customer accounts from euros to dollars. However, existing customers can create a new account and transfer their products to the new account. For more information on that, please write a support request.

What setup fees, if any, do I need to pay?

That depends on the Hetzner product that you want to order. Please look at the list below.

No setup sales

We at Hetzner occasionally have a no setup sale. We like to surprise our customers with these sales, and therefore do not announce them in advance. The no setup sales are only good for a limited time. When we run a no setup sale, we display this information on our website and on the user interface(s) with the relevant product(s). We also often announce these sales in our customer newsletter. As long as customers complete their order before the deadline for the sale, they will still pay no setup fee.

Important note: The timezone for the deadlines for our no setup sales is always the Central European Timezone (CET), the time here in Germany.

Cloud servers / instances

There are NO setup fees for our cloud servers/instances. In addition, if you only need the instances for a shorter period of time, you can pay by the hour. For more information, see here.

Dedicated root servers in current lines

We display the current setup prices for our dedicated root servers on both our website and on the Robot administration interface. The setup fees for our dedicated root servers change from model to model, and may change over time. The price that is displayed on our website or on the Robot administration interface at the time that you purchase your server is the valid setup price.

Servers in the Server Auction

As a general rule, these servers do NOT have a setup fee. That's one of the benefits of ordering them. However, if you want to customize your order in some way, fees may apply. For more information, please write a support request by logging onto your Robot account, clicking on the user icon, and on "Support". If you're not yet a customer, write to our team.

Domain Registration Robot

There is not setup fee for using Domain Registration Robot. There is just the yearly fee for each separate domain.

Storage Boxes

As a general rule, Storage Boxes do NOT have any setup fees.

Managed products (web hosting, managed servers, Storage Shares)

• Web hosting: The setup prices become proportionally lower for these products if you order a larger package, so it pays to scale up! See the specific setup prices here.
• Managed servers: The prices change from server to server. See here.
• Storage Shares: Storage Shares have no setup fees.
• SSL certificates: have no setup fees.
• Domains that you can order on konsoleH: have no setup fees, just yearly fees.

Custom orders / Custom Solutions

Specific fees apply for custom orders and/or Custom Solutions. For more information, please write a support request using your account on one of our user interfaces (Robot, konsoleH, Cloud Console). If you are not yet a customer, please write directly to our Sales Team or to our Custom Solutions Team, and we will get back to you as soon as possible.

When do I have to pay for the server?

Automatic billing for all dedicated root servers and colocation products takes place on a set day each month. Since the servers are billed by hour/day, they will always appear retro-actively on the invoice of the following month. For more information, please see "New billing model".

We automatically debit payments 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 using a bank transfer, you will need to make the payment within a few days upon receiving your invoice.

If you are paying using PayPal, you will need to make the payment yourself (manually) via the Hetzner Accounts administration interface within a few days upon receiving the invoice.

What happens if the automated billing fails?

If the automated billing fails, we will inform you via email. You then have the option of retrying the payment 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.

Important note: 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 by writing a support request.

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) that we charge is based on your country of residence as follows:

Germany

We charge clients based in Germany 19% VAT.

EU Member State countries with a 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.

You can check your VAT ID here: https://ec.europa.eu/taxation_customs/vies/vatRequest.html

EU Member State countries without valid VAT ID

We charge customers from EU Member States the VAT rate of their respective country of origin, as listed below:

You can find further information on MOSS (Mini One Stop Shop) at:
https://ec.europa.eu/taxation_customs/business/vat/telecommunications-broadcasting-electronic-services/vat-rates_en

Countries outside the EU

You can find more information on the Belarusian tax rate here:
http://www.nalog.gov.by/ru/
http://www.nalog.gov.by/ru/e_nds_ru/

You can find more information on the Russian tax rate here:
https://www.nalog.ru/rn77/
https://lkioreg.nalog.ru/en/registry

Special note for the United States: Starting on 1 December 2021, we started to charge a 8.25% VAT rate for customers located Texas. We then also add VAT to customers located in Utah and Arizona. However, in Utah and Arizona, the VAT rate changes based on which city/county people are located in. We invoice customers for the VAT rate based on the address listed on customers' accounts. Beginning on 1 October 2022, we started to charge VAT for customers in Colorado and New Mexico; the VAT rate here also changes depending on which city/county customers are located it. If you as a customer have a valid tax exemption certificate, you can send it to the Accounting Team by writing a support request on Robot/konsoleH/Cloud Console.

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?

It is only possible for us to do monthly billing. Unfortunately, it is not possible for us to invoice based on a different billing cycle, such as semi-annually or annually. For more information about our pricing structure, see Hetzner pricing.

How will Hetzner invoice me for Windows/Plesk/cPanel?

The licences for Windows, Plesk and cPanel are for a full CALENDAR month, regardless of when you order the license. This means that if you order a license at the end of the month, for example, on June 29, you still have to pay for the entire month of June. We provide you with this information on the website and during the order process, and you agreed to it when you finalized your order. Here are some more examples of how the invoicing for licenses works:

• You order your license on September 2, and you cancel it on September 18. You will pay for the full month of September.
• You order your license on September 27, and you cancel it on October 15. You will pay for the full months of September and October.
• You order your license on June 28, and you cancel it on September 3. You will pay for the full months of June, July, August, and September.

If you ordered one of these licenses, and you no longer use or need it, please cancel it on Robot. (See the cancellation guide.) 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. The server contracts automatically renew themselves. If you no longer want the server, then you will need to cancel it. You can do this by going to "Cancellations" here.

How can I change details on my invoice?

We will charge you € 17.65 (excl. VAT) to make changes to invoices that we have already issued. You can request us to make changes up to a maximum of 14 days after invoicing. You, the client, are responsible for ensuring that your account and billing information is up-to-date. (T&C 2.3)

Is it possible to do automated payments with PayPal?

No, payments via Paypal are manual.

Can I add credit to my Hetzner account?

Yes, this is possible with bank transfer. You can find our bank details at the bottom of every invoice. Please enter your invoice or client number as a reference to your bank transfer.

Can someone else add credit to my Hetzner account?

Yes, this is also possible with the same procedure as if you were adding credit to your own account. The other person only needs to put your invoice or client number as a reference. Then the credit will be added to your account.

Why does Hetzner charge a one-time setup fee for some products? / Why do I have to pay the set up fee, when I set up the server by myself?

Please read here.

Can I split the invoice so that I can pay it in parts?

Yes, however this only possible with bank transfer or if you have entered a valid credit card. Upon verified support request we can charge parts of the invoice.

When is the invoice due? / Until which date can I pay it?

All our invoices are due immediately. For the first invoice you have 5 days and for the following invoices you have 10 days to pay before you get the first reminder.

Can I pay in advance?

No it is not possible to pay in advance. Since the products are billed by hour/day, they will always appear retro-actively on the invoice of the following month.

Can the next invoice be issued now?

Unfortunately this is not possible. Invoices are issued automatically.

I ordered a new product, why is there no new invoice?

Invoices get issued on the invoice date at the same time for all products.