Customers based outside of the EU, Russia, Chile, and Singapore
Any service, sales, or value-added taxes do not apply to customers based outside of the EU, Russia, and Singapore. For customers based in the EU, Russia, or Singapore 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 7% for Singapore-based customers, unless you provide a GST registered number.
If you provide a valid GST number, we will not charge any GST.
Updating your GST Number
Only the Account Owner can update your GST number.
To see who your Account Owner is, 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).
Legally, we cannot change any invoices already filed. Contact us if you have any queries, or feel you have been charged GST in error.
GST validation issues
We are legally required to validate GST numbers. We can only accept GST numbers validated by the Inland Revenue Authority of Singapore (IRAS).
Validation may fail if your GST number is not a registered number in the IRAS system. You'll see a notification that "This GST number is invalid." You can check your number on the IRAS GST number 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.