Customers based outside of the EU, Russia, Australia, Chile, Singapore, and Canada
Any service, sales, or value-added taxes do not apply to customers based outside of the EU, Australia, Russia, Chile, Singapore, and Canada. For customers based in the EU, Russia, Australia, Chile, Singapore, or Canada, you'll need a valid VAT or GST number to not be charged tax.
When paying for a Hotjar subscription, Singapore regulations require us to charge a GST of 8% for Singapore-based customers unless you provide a GST registered number.
If you provide a valid GST number, we will not charge any GST.
When paying for a Hotjar subscription, Australian regulations require us to charge a GST of 10% for Australia-based customers unless you provide a GST registered number.
If you provide a valid GST number, we will not charge any GST. We are legally required to validate GST numbers. We can only accept GST numbers validated by the Australian Business Register.
The rate of tax we’ll bill is dependent on the Account Owner having entered an accurate and complete company address.
What’s a GST/HST/QST number?
As each person or entity’s tax situation is different, we encourage you to consult with your tax advisors if you have questions regarding sales tax. A tax number confirms you are registered for GST/HST and identifies your business in Canada, while QST identifies your business in Quebec specifically. Find out more on the Canadian Government website.
What does Hotjar accept as a valid Canadian tax number?
GST/HST: This should be inputted as 9 numbers, no letters.
Quebec Sales Tax (QST): QST numbers cannot be accepted. If your business is in Quebec, you will likely have a QST number and a GST number. To be billed the correct amount of tax, you will need to provide your GST number only.
In this article, you can learn more about adding your GST number to your Hotjar account:
Updating your GST Number
Only the Account Owner and Billing Admins can update your GST number. To see who has permissions, visit the Team page in Hotjar. You can find this page by clicking on Settings > Team.
Your Account Owner can update your GST number from the Invoice details section of their Invoices page. Future invoices will include this GST number, and you will no longer be charged GST.
Hotjar will include either a GST or VAT field in your Organization details page, based on the country you selected when you created your Hotjar account. If neither of these taxes apply to the country you selected, neither field will appear.
Refunds for past GST charges
If you provide your GST number after you've subscribed to a Hotjar plan, we're only able to reimburse you for GST charges on invoices that we've not yet filed. This happens every quarter (at the end of March, June, September, and December).
GST validation issues
We are legally required to validate GST numbers. We can only accept GST numbers validated by your country's governing tax authority.
Validation may fail if your GST number is not a registered number in your country's GST system. You'll see a notification that "This GST number is invalid." You can check your number on your country's GST validation site, and correct this issue by contacting your local tax authority in charge of GST registrations.
If you have ensured your GST number is valid and you run into any issues adding your GST number, reach out to Support so we can take a look.