Frequently Asked Questions

Why am I being charged VAT/GST/HST?

VAT/GST/HST is applied to comply with international tax regulations.

Whether these taxes apply depends on your jurisdiction. In many cases, customers are charged VAT or GST only if a Tax ID number has not been provided in the billing profile.

However, some countries require VAT/GST to be applied even if a Tax ID is provided.

Examples include (but are not limited to):

• Mexico

• Switzerland

• South Africa

• Malaysia

• Indonesia

• Serbia

• Certain Canadian provinces

When will tax charges begin?

The exact timing depends on your country or region, but many customers may begin seeing VAT/GST charges added to invoices starting in early 2025.

Are all international customers charged VAT/GST/HST?

VAT/GST is charged where applicable under local tax regulations.

However, taxes may not be collected in situations such as:

• Your country does not require taxation on sales to registered businesses, and

• You have provided a valid Tax ID number in your billing profile.

Additionally, tax applicability may vary depending on regulatory requirements and may change as tax laws evolve.

I already provided my Tax ID number. Why am I still being charged VAT/GST/HST?

Certain countries require taxes to be charged even for business-to-business (B2B) transactions, regardless of whether a Tax ID number has been provided.

Examples include:

• South Africa

• Mexico

• Switzerland

• Serbia

• Malaysia

• Indonesia

• Some Canadian provinces

I tried to add my Tax ID number but received an error message. What should I do?

If you encounter an error while entering your Tax ID, please contact your billing or support team for assistance.

I previously selected “I don’t have a Tax ID number” but I recently obtained one. How can I update it?

You can update your Tax ID in your billing profile by visiting your billing settings page and editing your payment details.

Once updated, the system will apply the correct tax treatment based on your jurisdiction.

I found my Tax ID after being charged VAT/GST/HST. Can I request a refund?

Refund requests are reviewed case-by-case.

If you believe you were charged tax incorrectly, please reach out to your billing or support team for assistance.

Who should I contact if I have more questions?

If you have questions about tax applicability or your billing details:

• Consult your company’s tax advisor, or

• Contact your billing or support team for further assistance.

Important: Tax regulations can change over time, which may impact the applicability or amount of VAT/GST/HST applied to your invoices.