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Billing FAQ

Common questions about billing, payments, subscriptions, and invoices.

Subscription Billing​

When will I be charged for my subscription?​

Monthly plans:

  • Charged on the same day each month
  • If you subscribe on the 15th, you're charged on the 15th of every month
  • If the day doesn't exist in a month (e.g., 31st in February), you're charged on the last day of that month

Annual plans:

  • Charged once per year on your subscription anniversary
  • Renewal reminder sent 7 days before

Can I change from monthly to annual billing?​

Yes. Go to Settings → Subscription → Change Billing Cycle.

Switching to annual:

  • Charged immediately for the annual amount
  • Any unused portion of your monthly subscription is credited
  • Annual discount applies

Switching to monthly:

  • Change takes effect when your annual period ends
  • You keep annual benefits until then
  • No refund for the remaining annual period

What happens if I upgrade mid-billing period?​

You're charged a pro-rated amount immediately:

  1. We calculate the cost difference between plans
  2. We multiply by the remaining days in your billing period
  3. You pay that amount now
  4. Your next bill is the full new plan price

Example:

  • Current plan: Collector (£5/mo)
  • New plan: Enthusiast (£15/mo)
  • Days remaining: 20 of 30
  • Pro-rated charge: (£15 - £5) × (20/30) = £6.67

What happens if I downgrade mid-billing period?​

The downgrade takes effect at the end of your current billing period.

What happens:

  • You keep your current plan features until renewal
  • No refund for the current period
  • Next billing is at the lower tier price
  • If you're over the new plan's limits, you can't add new items/listings until you're under the limit

Do you offer discounts for annual plans?​

Yes, all paid plans save 17% when billed annually:

  • Collector: £50/year instead of £60 (save £10)
  • Enthusiast: £150/year instead of £180 (save £30)

Can I pause my subscription?​

Not currently. You can:

  • Cancel and re-subscribe later (data preserved for 90 days)
  • Downgrade to Hobbyist (free) to keep your data with limited features

We're considering adding a pause feature in the future.

Payment Methods​

What payment methods do you accept?​

For subscriptions:

  • Credit/debit cards (Visa, Mastercard, Amex, Discover)
  • Apple Pay
  • Google Pay
  • UK bank transfer (annual plans only)

For marketplace:

  • All of the above
  • Plus saved payment methods from previous purchases

See Payment Methods for details.

Can I use PayPal?​

Not currently. We may add PayPal support in the future based on demand.

Can I use multiple payment methods?​

You can save multiple payment methods, but only one is used per transaction:

  • Set a default method for subscriptions
  • Choose at checkout for marketplace purchases

Is my payment information secure?​

Yes. All payments are processed by Stripe, which is:

  • PCI DSS Level 1 certified (highest security level)
  • Used by millions of businesses worldwide
  • Never stores full card numbers on our servers

We only see the last 4 digits of your card.

Failed Payments​

Why did my payment fail?​

Common reasons:

  • Insufficient funds - not enough money in account
  • Expired card - card past expiry date
  • Incorrect details - card number, CVC, or address wrong
  • Card declined - issuer rejected the charge
  • 3D Secure failed - authentication not completed
  • Card type not supported - card doesn't allow recurring payments

Check the email we sent for the specific reason.

What happens if my payment fails?​

For subscriptions:

  1. Email notification sent immediately
  2. We automatically retry after 3 days
  3. If that fails, we retry after 7 days
  4. If all retries fail, your subscription is cancelled
  5. 7-day grace period to update payment method and retain access

For marketplace:

  • Transaction doesn't complete
  • No order is placed
  • You can try again with a different payment method

How do I fix a failed payment?​

  1. Go to Settings → Subscription (or Billing)
  2. Click Update Payment Method
  3. Add a new card or fix the issue
  4. Click Retry Payment (for subscriptions)

If the problem persists, contact your card issuer.

Invoices & Receipts​

Where can I find my invoices?​

Settings → Billing → Billing History

Click Download Invoice next to any payment.

Do I get email receipts?​

Yes, automatically for every payment:

  • Sent to your account email
  • Includes PDF invoice attachment
  • Sent immediately after payment

What's included on invoices?​

  • Invoice number
  • Date and time
  • Amount charged (including VAT if applicable)
  • Payment method used (last 4 digits)
  • Subscription period covered
  • Company details
  • Your billing address
  • VAT breakdown (UK users)

Can I get VAT invoices?​

Yes, all UK invoices include VAT:

  • 20% VAT included in all prices
  • VAT amount shown separately on invoices
  • Our VAT registration number included

EU Business Customers:

  • Provide your VAT number in Settings → Billing
  • Reverse charge applies (no VAT charged)
  • Must be a valid VAT registration number

Can I get invoices in my company name?​

Yes. Update your billing details:

  1. Go to Settings → Billing → Billing Information
  2. Enter company name
  3. Enter company address
  4. Enter VAT number (if applicable)
  5. Save

Future invoices will show your company details.

Taxes​

Is VAT included in the prices?​

Yes, for UK customers:

  • All prices include 20% VAT
  • VAT shown separately on invoices
  • No hidden costs

I'm an EU business. Do I pay VAT?​

No, if you provide a valid VAT number:

  1. Go to Settings → Billing
  2. Enter your EU VAT registration number
  3. We validate it with VIES
  4. Reverse charge applies - you handle VAT
  5. Future invoices show no VAT charged

Do you charge sales tax?​

  • UK: VAT (20%) included in all prices
  • EU: VAT reverse charge for businesses with valid VAT number
  • Other countries: Local taxes may apply based on your location

Contact your local tax authority for details.

Do I need to pay tax on marketplace sales?​

UK sellers:

  • First £1,000 per year is tax-free (trading allowance)
  • Above £1,000, you must report to HMRC
  • Register for VAT if turnover exceeds £85,000/year

This is not tax advice. Consult a qualified accountant.

See Account & Billing for more tax information.

Refunds​

What's your refund policy?​

14-Day Free Trial:

  • All paid plans include a 14-day free trial
  • Cancel anytime during trial with no charge
  • No credit card required to start trial

Annual subscriptions:

  • Pro-rated refund for unused months
  • Calculated from cancellation date

Monthly subscriptions:

  • No refund for current month
  • Cancel anytime, no future charges

See Cancellation & Refunds for full policy.

How do I request a refund?​

Email [email protected] with:

  • Your account email
  • Reason for refund (optional)
  • Any feedback (optional)

Refunds processed within 5-10 business days.

How are refunds processed?​

Refunds go back to the original payment method:

  • Credit/debit card: 5-10 business days
  • Apple Pay/Google Pay: 5-10 business days
  • Bank transfer: 3-5 business days

The exact timing depends on your card issuer or bank.

Marketplace Payments​

How do marketplace fees work?​

Fees depend on your subscription tier:

PlanPlatform FeeTotal (on £100 sale)
Hobbyist7.5%£7.50
Collector5%£5.00
Enthusiast2.5%£2.50

When do I receive my marketplace earnings?​

For sellers:

  • Funds held until delivery confirmed
  • Transfer initiated within 2 business days
  • Arrives in your bank account 2-7 days later
  • Total time: 4-9 days after delivery

See Stripe Connect for payout details.

Why are my funds on hold?​

Buyer protection:

  • Funds held until buyer confirms delivery
  • For trades, both parties must confirm shipment
  • Prevents disputes after payout

Typical hold period:

  • Sales: Until delivery confirmed or 21 days
  • Trades: Until both parties confirm or 21 days

If buyer doesn't confirm, funds auto-release after 21 days.

Can I expedite marketplace payouts?​

No, the hold period protects both buyers and sellers. Once buyer confirms delivery, payout begins immediately.

Billing History​

How far back can I see billing history?​

All billing history is available:

  • Every subscription payment
  • Every marketplace transaction
  • Going back to your first payment
  • No time limit

Access at Settings → Billing → Billing History.

Can I export my billing history?​

Yes:

  1. Go to Settings → Billing → Billing History
  2. Click Export
  3. Choose format (CSV or PDF)
  4. Download

Useful for:

  • Expense reports
  • Tax filing
  • Accounting records

Account Closure​

What happens to billing if I delete my account?​

  • Active subscription is cancelled immediately
  • No refund for current period (unless within 7-day guarantee)
  • Pending marketplace transactions are cancelled with refunds
  • Final invoice sent via email

See Account & Billing for details.

Can I reactivate after deleting my account?​

Within 90 days:

  • Contact support to restore your account
  • Data is preserved
  • Re-subscribe to your previous plan or choose a new one

After 90 days:

  • Data is permanently deleted
  • Must create a new account
  • Start fresh

Common Issues​

"Transaction Declined" - what does this mean?​

Your card issuer rejected the payment. Common reasons:

  • Insufficient funds
  • Card expired
  • Security flag on card
  • Wrong billing address

Solution: Contact your card issuer to authorize the payment, or use a different card.

I was charged twice​

This can happen if:

  • You clicked "Submit" multiple times
  • Browser refresh during payment
  • System error

Usually: One charge is pending and will drop off in 2-3 days.

If both charges clear: Email [email protected] immediately with:

  • Transaction dates
  • Amounts charged
  • Last 4 digits of card

We'll investigate and issue a refund if necessary.

My invoice shows the wrong amount​

Check for:

  • Currency conversion (if viewing in different currency than charged)
  • VAT (20% VAT included for UK users)
  • Pro-rated charges (if you upgraded mid-period)
  • Marketplace fees (if marketplace transaction)

If still incorrect, email [email protected] with:

  • Invoice number
  • Expected amount
  • Actual amount charged

I didn't receive my invoice email​

Check:

  • Spam/junk folder
  • Promotions tab (Gmail)
  • Email filters

Still missing?

  1. Go to Settings → Billing → Billing History
  2. Download invoice manually
  3. Update email in Settings → Profile if incorrect

Promotional Codes​

How do I apply a promo code?​

During checkout or upgrade:

  1. Enter code in "Promo Code" field
  2. Click Apply
  3. Discount reflected in total
  4. Complete payment

My promo code isn't working​

Check that:

  • Code is entered correctly (no spaces)
  • Code hasn't expired
  • Code applies to your selected plan
  • You haven't already used it (most codes are one-time use)
  • You meet any requirements (e.g., new customers only)

Do promo codes work with annual billing?​

Depends on the code:

  • Some codes: Discount on first payment only
  • Some codes: Discount on entire annual period
  • Check promo code terms

Contact Support​

Still have questions?​

Email: [email protected]

Include:

  • Your account email
  • Specific question or issue
  • Any relevant invoice numbers or dates
  • Screenshots (if applicable)

Response Time:

  • Hobbyist: 3-5 business days
  • Collector: 1-2 business days
  • Enthusiast: Same business day

Other Resources: