Late and Missed Payments
We expect all our invoices to be paid in full before they are due. This help article explains what happens if your payment is late, or if you do not make a payment at all.
Late Payment
A payment is considered late if it is made within 3 days after an invoice was due.
Missed Payment
A payment is missed if it is not made by the end of the 3rd day after an invoice was due.
Service Suspension
If your payment is late, your services will be suspended at 11:59 PM (NZST or NZDT) on the day your invoice was due. It will remain suspended for up to 3 days after your invoice’s due date. We call this the “suspension period”.
We may, at our discretion, also suspend other active services if your account is overdue for an extended period of time and efforts to recover your debt have not been successful. We will let you know if your account falls into this category.
Service Termination
Regardless of your subscription being prepaid or postpaid, if you have missed a payment, we will terminate the affected service(s) at 12:01 AM (NZST or NZDT) on the 4th day from the due date of your invoice.
We may also terminate other active services you have if your account has overdue invoices for other services, whether related or not and when we have made repeated attempts to recover any debts from you but have not had any success.
Debt Collection
We will engage a debt collection agency to collect your debt if you have missed a payment and:
- you are on postpaid billing; and/or
- you have signed up for a minimum subscription period and your minimum subscription period is still active.
The debt collection agency may add their collection fees to your debt amount, which will result in a higher debt. Once a debt collection agency has been engaged, any payments you make must be to them. We will no longer accept a payment from you for the services.
Legal Action
If our nominated debt collection agency is unsuccessful in recovering the debt from you, we may consider legal action against you to recover your debt and any additional costs incurred in the recovery process, including without limitation:
- legal and lawyer fees;
- court filing fees; and
- other incidental costs incurred during the recovery process.
