Customers based outside of the EU, UK, Russia, Chile, and Singapore
Any service, sales, or value-added taxes do not apply to customers based outside of the EU, Russia, Chile, and Singapore. For customers based in the EU, UK, Russia, Chile, or Singapore you'll need a valid VAT or GST number to not be charged tax.
When paying for a Hotjar subscription, European Union (EU), United Kingdom, and Chilean Government regulations require us to charge VAT if you do not provide us with a valid VAT number. The applicable VAT rate is specific to the country where you are based.
If you provide a valid VAT number, we will not charge any VAT. The exception is customers from Malta, where we are incorporated, South Africa, and Indonesia.
- Updating your VAT number
- Refunds for past VAT charges
- VAT validation issues
- Deleting Your VAT Number
Only the Account Owner can update your VAT number.
To see who your Account Owner is visit the Team page. You can find this page by clicking on Settings > Team.
Your Account Owner can update your VAT number from the Invoice details section of their Invoices page. Future invoices will include this VAT number, and you will no longer be charged VAT, unless you are from Malta, South Africa, or Indonesia.
If you provide your VAT number after you've subscribed to a Hotjar plan, we're only able to reimburse you for VAT charges on invoices that we've not yet filed. This happens every quarter (at the end of March, June, September, and December).
Legally, we cannot change any invoices already filed. Contact us if you have any queries, or feel you have been charged VAT in error.
We are legally required to validate VAT numbers in the EU. We can only accept intra-community VAT numbers validated by the EU Commission's VIES system.
Validation may fail if your VAT number is not an intra-community VAT number. You'll see a notification that "This VAT number is invalid." You can check your number on the VIES VAT number validation site, and correct this issue by contacting your local tax authority in charge of VAT registrations.
Each EU member country manages its own database and these can sometimes go offline. When this occurs, you may see a notification that "The 3rd party service we use to validate VAT numbers is unavailable. Kindly try again in a few hours." This issue can only be resolved by the EU member country and is unfortunately outside our control.
The time taken for an EU member country to bring its database online again can vary from days to weeks. If you've been retrying for more than three days, reach out to us at Support so we can take a look.
Deleting your VAT Number
A payment method must be present on the account to delete your VAT Number. Any account changes that affect the total subscription cost (such as removing a VAT number) can result in a bank verification challenge if the customer is based in the EU or the UK. Without payment details, the bank is unable to send a verification challenge so you won't be able to remove the VAT number.