We do everything we can to fulfill our obligations to you as our customer by providing the services you have ordered from us and ensuring that they remain operational.
We expect our customers to pay their invoices on time. If you are unable to do so on occasion, we understand, provided that you contact us in time to find a solution. The best way to reach us is through your control panel, so we can immediately look into your situation.
We would like to give you insight into the procedure we follow when invoices are not paid on time. This always follows the same order. We have listed the steps below chronologically.
Receiving invoices
We always issue invoices on the 1st and 15th of the month, but the contract terms for products start on the date of purchase. Products ordered on, for example, the 5th of the month are invoiced on the 15th.
When we issue a new invoice, we notify you at the administrative email address you have entered in the control panel. If no separate email address has been provided for this purpose, the notification is sent to the primary address associated with your account. The payment term for a new invoice is 14 days. You can always view the current status of your invoices in your control panel.
Would you like to receive all your invoices on the same day from now on? Contact our support department. They can arrange for you to always receive your invoices on the 1st or always on the 15th of the month.
Initial payment reminders
The next steps partly depend on your payment method. If an automatic payment fails unexpectedly, we always send you a notification asking you to check your payment details and informing you of the message we received from the bank regarding the failed collection attempt.
We make collection attempts on the 2nd and 16th of the month. When we have initiated a collection attempt for an invoice, its status in your control panel is set to 'Paid' to prevent duplicate payments. The time at which the collection attempt is definitively processed depends on your bank's processing time.
We also send general payment reminders when an invoice remains unpaid for too long.
Overdue invoice
When an invoice has remained unpaid for 6 weeks, it is considered overdue. We then always send a formal payment demand by email and SMS. From this point onward, no automatic payment can be made, and the invoice can only be paid through your control panel or by making a manual bank transfer. The correct payment details are provided in the email.
If you are in a situation where you cannot pay on time, contact support immediately through your control panel, so we can look into your situation right away.
Service suspension and collection fees
If the invoice remains unpaid for another 2 weeks after the formal payment demand, the unpaid services will be suspended and we will send a second payment demand by email. At this point, collection fees will be charged in addition to the outstanding costs for your services.
Once you have paid both the invoice and the collection fees, your services will automatically be unsuspended. If you do this through your control panel using iDEAL, this happens almost immediately.
If you have paid the costs by manual bank transfer, it may take some time for the payment to be processed. In this case, you can contact us, preferably with a screenshot of the bank statement showing the transaction, so that the payment can be verified more easily.
Account suspension and additional collection fees
If no action is taken after this, all services in your account will be suspended after another 2 weeks, and you will receive a final payment demand by email. Additional collection fees will be charged at this point.
The same applies here: Once you have paid both the invoice and both the collection fees, your services will automatically be unsuspended. If you do this by paying through your control panel, this happens almost immediately.
If you have paid the costs by manual bank transfer, it may take some time for the payment to be processed. In this case, you can contact us, preferably with a screenshot of the bank statement showing the transaction, so that the payment can be verified more easily.
Transfer to collection agency and termination of services
If we do not receive payment following this final payment demand, we will unfortunately be forced to transfer the outstanding claim, including statutory interest, to a collection agency for further processing after another 7 days.
From that point onward, you owe the collection fees to the collection agency. Your paid services will also be terminated at the end of the contract term, while your free services will be terminated immediately. We will no longer be able to provide you with new services. From that point onward, all further communication regarding the claim will also take place through the collection agency.