Billing & Payments
We will email you invoices for our charges. Each bill will tell you the month the billing relates to and the due date for payment. You must pay the bill by that date. To set up easy, automatic payments, please complete our Direct Debit Authority Form and email it to email@example.com.
Our bills are based on records. Let us know before the due date for payment if you think there is a mistake in your bill. We will investigate the matter straight away. While we are doing this, you do not need to pay the queried part of the bill by the due date for payment. However, if you have already paid your bill you may still query your bill within one month of the due date if you think there is a mistake. You must not set-off or deduct any amount in any other circumstances.
Normally, we will be able to find out if there is a mistake in our records and get back to you within five days. If there is a mistake we will adjust your next bill or, if appropriate provide a refund.
If there is no mistake, and if the due date for payment has already passed, you must pay the amount outstanding straight away or as otherwise agreed with us. If you do not pay a bill by the due date for payment:
Our right to suspend or restrict service
If you do not pay our charges or meet any responsibilities you have to us, we may suspend or restrict any service at any time. We will always do our best to contact you before doing this (and as noted above, will give you at least five business days’ notice if we are going to disconnect your services for non-payment). In most cases, if you have not meet a responsibility you have to us (for example, where you did not pay your bill by the due date) normal charges continue to apply during the suspension or restriction of any service. However, if following a suspension or restriction of any service we permanently disconnect that service, you will only be responsible for the charges incurred up to the date of the suspension or restriction.
Where we suspend or terminate a service for non-payment, we may require you to pay a reconnection charge before you can use it again. Your account will also need to be paid in full or you will have to negotiate a repayment plan with us.
Where we permanently disconnect your services you will remain liable for all charges incurred up to the date of a withholding, suspension or restriction of your services. Where such disconnection is before the end of a minimum term contract an early termination fee will also apply.
Our right to stop providing any service
We may also suspend, restrict or terminate any service in other circumstances if we think it reasonable or necessary (by way of example only, to protect our network from attacks, for maintenance or repairs, or interruptions to the availability of the network). We will always do our best to contact you before doing this, but may not be able to do so in all circumstances. Please call us on AUS +61 7 3067 3676 or NZ +64 9 281 2970 to request removal of a suspension or restriction.
We may stop providing any of our services to you. We may do this at any time if you do not pay our charges or meet your other responsibilities under any agreement you have with us.