Complaint
Every question and every action billed separately: work assumed to be in the package arrives as an extra invoice
In the reported cases, after the annual package is paid, a separate fee is asked for editing a document, a change in the registry portal, a letter to the bank or an accounting question asked by e-mail. Because what is included and what is extra was never written down, the customer first sees the extra fee on the invoice; the objection is met with “that was not in the package”. There is no published tariff for the extras either. (Opinion: selling a package without a written scope and then charging for every step is putting a price on uncertainty, not on the package.)
This card describes a complaint type rather than one incident; details may vary from report to report.
How to recognise this situation
- After the package is paid, separate invoices arrive for small tasks.
- What is included in the package is not in writing.
- No tariff for extra work was given in advance.
Questions to ask the provider
- Can you send a written list of the work included in the annual package?
- What is the price list for extra work?
- Do you ask for approval before doing work that incurs an extra fee?
What to do about this type of complaint
Judge the price against a published price list and a written scope, not against a quote alone; have the renewal rule written into the contract and compare with the listed prices of providers on the e-Residency Marketplace. Pay by card where possible so that a dispute route stays open if the service is not delivered.
Related guide sections:
Similar complaints
- Global Estonia pricing: a different price for the same service every year
- Arbitrary pricing: no published accounting tariff, quotes depend on the person and the day
- Global Estonia prices are high: far above listed providers for the same scope
- Fees by “number of transactions”; they do the counting and never show the breakdown