Home > Payment & Billing > I clicked on “Inquire” or “Order” inside my Control Center for a new service I need. Why was the setup fee for this new product charged to my Credit Card on file?

I clicked on “Inquire” or “Order” inside my Control Center for a new service I need. Why was the setup fee for this new product charged to my Credit Card on file?

We receive a high volume of orders for new services from clients every single day. Some services involve custom app or web development and therefore require the clarification of specifications in writing. Other services are add-on-features which are described in detail on the website, along with their associated costs. If the costs do not require another Service Agreement for recurring payments, but the cost is only a nominal one-time setup fee below $100, Customer Care charges this amount to the card on file upon receiving the order/inquiry for this new feature. 

The reason is simply that most of our Clients expect us to add the add-on-feature in a timely manner without emails going back and forth with the risks of emails not being receive, noticed or read. What if you ordered a new feature you need, Customer Care checks back in an email to verify if “you really want it or not” and you don’t notice the email, or you don’t respond to it in a timely manner. Wouldn’t you be upset about the feature not being added to your account? For most of our Clients are more concerned over the progress of their developments and media projects than over setup fees and therefore prefer timely execution of their requests and orders than over lengthy email correspondence over every little item they need.

For this purpose add-on-features with nominal one-time setup-fees below $100 are automatically charged to the card on file, unless specified otherwise by the Client. Please email CustomerCare@Lightcast.com if you would like to use a different card for a specific add-on-feature or ordered service, or if you would like to revoke an inquiry or order, or discuss a future development and release timeline.