How do I get billed?

We take payment in full for each month's services on your billing date. Your billing date is unique for each service you purchase from us, and is created on the day that service is activated. We charge you on that day immediately, and then that same day each month.

EXAMPLE: You order Fibre on the 1st of the month, and it is connected and working on the 8th of the month. You are charged for your first month from the debit/credit card you provided at sign up, on the day it is connected, the 8th. We will then charge your card each and every month on the 8th.

The only time this will change is if your connection date falls on the 29th, 30th or 31st. In that case, you will be billed on the correct day in those months with enough days, and on the last day of the month where the month is short (eg. February).

What happens if you cant charge my debit/credit card?

First failure

We will automatically try to charge your card on the due date, as per above. If this charge fails, we will send you notification via email and SMS (if you have provided us a mobile number) to let you know.

We will try again within 7 days to take payment a second time.

Second failure

We will try to charge your card a second time at or just after 7 days from the billing date. If this charge also fails, we will notify you via email and SMS, and warn you that a third and final failure will mean possible suspension or cancellation of your service.

We may also try to call you to let you know you are at risk of your service being suspended or cancelled.

We will try again for one last time within 7 days of the second failure.

Third failure

We will try to charge your card one final time 14 days after your billing date. If this charge fails, your service is automatically placed into a pending cancellation state. We will send you notification via email and SMS to let you know, and ask you to call us immediately to discuss further.

We will continue to charge the outstanding amount, and may call you to discuss other payment options.

Once your account is cancelled, it can take days to reconnect you. It is a good idea to avoid this by ensuring you have sufficient funds available in your account on your billing date or shortly after.

What if there is an issue with my card?

We completely understand that debit/credit cards sometimes get lost, stolen or replaced by the bank. We also see some banks put blocks on cards for various reasons. If you believe our payment failure is a result of this, you need to contact your bank immediately. We can only go by what they tell us when we try to charge your card.

IMPORTANT: If you would like to change your card, you can find instructions on how to do so in this article.

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