What happens if payment is not received by the payment due date?
We offer monthly payment via debit order or annual payment via EFT or card (referred to as Cash Payment).
Your invoice should be settled within 7 days of receipt and/or notification of a failed debit order.
Late payment may lead to the web hosting packages and email accounts being suspended. If the invoice remains outstanding for a further period, there is a risk of losing domain names, website content, and email accounts as the hosting package will be cancelled. We don’t keep a backup for longer than 7 to 10 days.
Overdue payment process
1. Debit order rejection
- On the first working day of every month, a debit order transaction for the amount owing is attempted. If the debit order fails, payment via ‘Cash Invoice’ (i.e. EFT or card) is due within 7 days. A rejection handling fee of R50 will be added to your next invoice.
- Cash Invoicing allows 7 days for payment. The amount owing is considered overdue if not settled within this timeframe.
- Email and SMS Notification: On the 4th day a reminder SMS is sent to settle outstanding amounts before they become overdue. If payment is not received within the allocated 7 days, an email notification is sent. Email notifications are sent every day until the payment reflects on our bank statement. A few days grace may be given, however, immediate action should be taken to ensure that payment reflects on our bank statement as soon as possible. There is a risk of discontinuation of your hosting and email services if payment is delayed.
2. Suspension
The process escalates as follows if there is still no payment:
- Email Reminder / Deactivation Notice: Three email reminders and SMS’s will be sent to collect outstanding fees before services are suspended.
- Deactivation / Suspension: Should payment not be forthcoming and not reflect on our bank statement, the services listed on the outstanding invoice will be deactivated. (Note: All domains that form part of a Volume Plan will also be deactivated should you default in payment for your Volume Plan.)
- Further, a notice will be dispatched (by email and SMS) notifying of account cancellation within 2 days unless payment has been received.
- We will accept no responsibility for any loss of data or transactions during this period.
3. Bad Debt leading to account cancellation
- Should payment still not be received after the various notifications and then account suspension, the web hosting packages, and email account(s) will be cancelled (and the domain name will be deleted). You will then be referred to our Debt Collection Attorneys for Bad Debt.
- The web hosting packages and email accounts can be reactivated on full settlement of outstanding payments (another set-up fee will be charged). See How to reactivate my account.
- We will accept no responsibility for any loss of data or transactions during this period.
When making a payment, use your Customer number as the payment reference.
