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# Renewals

How recurring subscriptions roll over, what happens when
a payment fails, and how to cancel cleanly when you want
to stop.

## Auto-renew via card on file

Subscriptions renew **automatically**. The card you used
to set up the subscription (during marketplace checkout)
is on file with Stripe, and Stripe charges it on each
renewal date. You don't need to pay each renewal
manually — the cycle continues as long as the card is
working.

The sequence per renewal:

1. **A few days before the renewal date**, Stripe emails
   you an **upcoming-charge notice** with the amount,
   the date, and which subscription it covers. This is
   your chance to update the payment method or contact
   us if anything looks wrong.
2. **On the renewal date**, Stripe charges the card on
   file.
3. If the charge succeeds, Stripe emails you a payment
   confirmation and the subscription's *Next Payment*
   date moves forward to the end of the new period.
4. The corresponding invoice appears in your
   **Invoices** list once it's issued on our side.

The **Next Payment** field on each subscription card in
the **Subscriptions** list is the best place to see when
your next renewal is due.

## Managing payment methods

You can add, update, or remove cards yourself from the
**Billing Details** menu item (under Billing in the
customer menu — Admin role only).

Billing Details opens our Stripe-hosted billing portal,
where you can:

- **Add a new card.**
- **Update card details** — useful when your existing
  card is reissued or its expiry changes.
- **Delete a card** you no longer want on file.
- **Set the default card** — the one Stripe charges for
  renewals.
- **See billing history** from Stripe's side, separate
  from the portal's Invoices view.

Changes apply immediately to all upcoming renewals.
Update your card *before* the next renewal date if it's
expiring — Stripe's pre-charge notice is your reminder
window.

## Past Due

If Stripe can't charge the card on file when a renewal
comes due — expired card, insufficient funds, blocked
transaction, anything that bounces the payment — the
subscription flips to **Past Due**. Stripe retries the
charge a few times over the following days; if every
retry fails, the service may eventually be suspended.

To clear a Past Due state, the usual fix is to **update
your payment method** in Billing Details. Stripe will
retry the charge with the new card automatically.

If you've updated the card but the status hasn't
cleared after a day or two, or if you're not sure why
the charge failed, [reach out](../help-and-support/how-to-reach-us)
and we'll look into it.

## When a service is suspended

What happens when a Past Due reaches the end of
Stripe's retry window depends on the service:

- **Hosting / email** — there's a grace period after the
  retries fail. After that, the service can be suspended
  pending payment.
- **Maintenance / SEO retainer** — work pauses on the
  account until billing is settled, but nothing
  technically breaks.
- **Domains** — domain renewals are time-critical. If a
  domain subscription goes past due and into expiry,
  recovery costs go up and at some point the domain can
  be released by the registrar. We chase you proactively
  but don't ignore an email on a domain.

## Cancelling

There's no self-serve cancel button on the customer
side of the portal — most subscriptions are tied to a
live service (your hosting, your maintenance plan) and
cancelling without a conversation tends to break things.

To cancel, **email us** at
[customers@dmu.gr](mailto:customers@dmu.gr) with which
subscription you want to stop. We'll:

- Confirm what happens when it stops (e.g. site goes
  offline, mailboxes get suspended) so there are no
  surprises.
- Set the subscription to **cancel at period end** —
  it'll show as *Active (Cancellation Pending)* with a
  *Cancels At* date. The auto-charge stops; no new
  invoice is generated after that date.
- Or, if you'd rather stop sooner, cancel immediately
  with a prorated credit for the unused portion of the
  current period.

We don't charge cancellation fees on standard
subscriptions. If your engagement had a minimum
commitment in the proposal, the terms in the proposal
apply.

## Changing or upgrading

Same path — email us. Common changes:

- **Tier change** (Basic → Standard maintenance, Light
  → Standard hosting). We prorate the difference for
  the current period and apply the new rate from the
  next cycle.
- **Quantity change** (more email seats, more support
  hours). Same proration approach.
- **Billing interval change** (monthly → annual to
  save). We end the current cycle, refund any unused
  portion, and start fresh on the new interval.

All three are handled on the staff side after a short
email exchange to confirm the change.