Frequently Answered Questions

The first payment is due at the time your Activation Letter is sent (including services such as extra FTP accounts, IRO/IRMs, and SSL setups). The following payments will be due on the anniversary date of the order, or on the same day as your other accounts. There are three possible scenarios that define the payment due date.


1. First Monthly Account:
   If this is your first account with FutureQuest, and you have chosen the monthly payment plan, then your first payment will be due on the activation day and each payment thereafter will be due on the same date of each month. So if your account was activated on May 5th, then your payment due date will be the 5th day of each month.
   
   
2. Multiple Monthly Accounts:
   Your first monthly package will determine your due date each month, as explained above. Each monthly package ordered, after the first monthly account, will have its first month's fees pro-rated so that the multiple accounts will all share the same due date as the first account.
   
   
3. Annual Account:
   All annual accounts are due on the day of activation and each year on that same date thereafter. If you had an annual account activated on June 18th, 2001 then the next due date for that package will be on June 18th 2002, regardless whether or not you have other accounts.
   
   

Yes, FutureQuest does offer a grace period. FutureQuest does its best to email invoices 15 days prior to the due date. We then offer up to 5 days past the due date to pass without penalty. Five days after the due date FutureQuest will email a Deactivation Notice warning you that the accounts are at risk of deactivation. A deactivation date, in most cases, will be set for five days after the notice was sent. This allows for a total of 10 days to pass, after the due date, for payment to be made.

Note that it is best to not allow your account(s) to be in this position, in order to avoid extra fees and/or other disruptions.

Yes, in most cases a Deactivation Notice is sent to the primary email address on file informing them of the deactivation date that has been set (usually 5 days from the date the notice is sent) and why.

There is a $10 fee applied to each full package that has been deactivated for non-payment. If your account has already been deactivated you will need to visit the Payment Desk to submit payment for the amount owed plus $10 per deactivated account. Redirected and Parked domains will be removed completely rather than deactivated. To have a redirected or parked domain re-setup, the past due amount plus the cost of a new setup will apply.

If you are not sure how much is owed simply send an email to Service@FutureQuest.net requesting this information.

Note: Once payment is received, including the Reactivation Fee, please allow up to 24 hours for FutureQuest to reactivate the account. In many instances, the account will be reactivated in much less time. Accounts that have been deactivated for more than 30 days are subject to deletion. It is important that your account is brought up-to-date prior to the deletion of the account. No backups are stored for deleted accounts.

FutureQuest is certainly not beyond making a mistake. If you notice an error on your invoice, simply reply to it explaining the error and we will address the situation immediately. It is important that you let us know. Errors left unattended for any length of time become more difficult to correct.

You can actually do this yourself via your QuestAdmin account! Visit http://www.QuestAdmin.net to setup an account, if you do not already have one. Once logged in you may review your transaction history and send yourself a current invoice.

There are two reasons you may not be receiving invoices:


1. There is no payment due. FutureQuest only sends invoices when there is a payment due.
   
   
2. The email address we have on file for the account is not the address you would like them sent to.
   
   
If you are not receiving your invoices, and probably should be, send an email to Service@FutureQuest.net explaining the situation and we'll work with you to correct it.

Visit http://www.QuestAdmin.net to setup an account, if you do not already have one. Once logged in, you may update your contact email addresses and specify which Billing Address you would like invoices to be sent to.

Yes, by all means. Any overpayments will simply be credited to the account and applied to future charges. Simply specify the account or service to which you wish the overpayment to be applied, within the comments section of the payment page.

Simply submit a payment for the annual amount of the package and we will switch your billing cycle automatically for you. If you're not sure how much this should be, contact us and we'll be happy to assist you with the details.

You may upgrade or downgrade at anytime; you do not have to do it on a certain date. However, you must maintain an upgraded or downgraded package for a minimum of one month. To request an upgrade or downgrade, simply visit the order forms to order the new package.

There is no extra fee for upgrading, or downgrading, a package. The only difference is in the price between your old package and the new, which will be reflected in the new Activation Letter sent when a package is changed.

For accounts on the monthly payment plan, FutureQuest will pro-rate out the existing package and apply any credits toward the new package. The new package will begin with a pro-rated month to ensure your monthly payment due dates do not change.

For accounts on the annual payment plan, FutureQuest will pro-rate out the existing package, at the annual rate providing the new package is also going to be annual, and apply any credits to the newly upgraded account. The new annual package will be charged at the annual rate for a full year from the date of upgrade.

When upgrading or downgrading FutureQuest adjusts the account allowances to match that of the new package. Usually this means no files are affected however, if the package is downgraded to a package that does not allow for a feature within the existing package then that area will be removed. For example; if you were to downgrade from a package that included MySQL databases to a package that does not, then the MySQL databases would be removed.

This is totally up to you. It is often recommended to make one payment for all of your accounts. However, if you prefer to make the payments individually for each that is OK. Simply be sure to specify the domain to which each payment should be credited, and we will apply the payments accordingly.

FutureQuest offers a variety of ways to make payments including Personal/Company Checks, Money Orders, Cashiers Checks, Visa, Master Card, American Express, and Discover card. Click Here to visit the payment desk and select your preferred method of payment.

Yes. FutureQuest will send invoices even if you are on the automatic debit plan. This allows you time to preview the charges prior to them taking place.

To update the credit card on file for the automatic payment plan, simply return to the form where you submitted the original credit card information, located at https://secure.FutureQuest.net/cgi-ssl/Preferred.cgi, and submit the information for the new card just as you did the first time. This will cause the credit card information on file for your account to be updated to the new card you have just submitted.

Yes. As long as the payment is received on time, you may submit the payment via whatever method is most convenient for you.

If sending your payment through the postal service, send to:

FutureQuest, Inc.
PO Box 60818
Jacksonville, FL 32236

Important Be sure to include your account number along with any other identifiable information, such as which domain(s) or service(s) you would like your payment applied to, with the payment. It is best to insert your Account Number in the Check Memo section of your payment. Clicking Here to fill out the Postal Payment Form, will provide you with a simple printable page that you can include with your payment to help ensure the payment is applied to your account correctly.

As an Internet Based business (and to save on costs) FutureQuest does not send out postal invoices however, the emailed invoices are in printable format. If you do require a hardcopy invoice for your records we recommend printing the invoice that is emailed to you. This should fulfill most hard-copy invoice requests.

You may also visit http://www.QuestAdmin.net to setup and review your invoices. Printing options are available within QuestAdmin as well.

When you feel that FutureQuest should refund a credit card payment, it is simple to contact FutureQuest to discuss the charge in question. If FutureQuest is not able to provide a legitimate reason the charge should remain, a refund will be processed within 48 hours. If you have questions about a charge that appears on your credit card statement, you should contact FutureQuest first to see if it is valid. Valid refund requests are easily processed; however, chargebacks (disputed charges on your credit card statement) are expensive, time consuming, and unnecessary.

If you initiate a chargeback for any reason, FutureQuest, Inc. will immediately deactivate all accounts associated with the chargeback request and, if able, refund all disputed credit card payments back to the credit card being disputed.

To reestablish the service (which will be required for you to obtain any files that may have been stored within the account), FutureQuest, Inc. will require a secured form of payment in full for the chargedback/refunded amount, plus any current amounts due, plus a $10 reactivation fee per each account deactivated, in addition to a $25 administrative processing fee.

When FutureQuest receives notification that a check has been returned for any reason, including insufficient funds, FutureQuest, Inc. will immediately deactivate all accounts associated with the returned payment. To reestablish the service (which will be required for you to obtain any files that may have been stored within the account), FutureQuest, Inc. will require a secured form of payment in full for the returned payment amount, plus any current amounts due, plus a $10 reactivation fee per each account deactivated, in addition to a $25 administrative processing fee.

When FutureQuest requests a secured form of payment it refers to payments made with additional steps, determined by FutureQuest, that help FutureQuest to ensure the payment is valid. A secured form of payment may, at FutureQuest's discretion, require you to submit a signed and notarized statement that authorizes FutureQuest, Inc. to charge your credit card for the appropriate amount. Depending on the circumstance, it may mean that FutureQuest will only accept a US Money Order, Certified Check, or Cashiers Check.

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