Billing, Finance and Accounts

Our top queries about Billing, Finance and Accounts can be found in this section, but if you still can't find what you're looking for, please contact us.

Q. Do you charge VAT on your Services?

Yes, as a company registered in England & Wales, we are obliged to do so. We charge VAT in accordance with current regulations - currently 17.5%. Some exceptional charges such as "Late Payment of Commercial Debts" fees are VAT-free. For non-UK customers, VAT may not always be payable, and we recommend you contact us if you believe that VAT is not applicable. Our VAT registration details are available on our Legal Information pages.

Q. How do I open and read your electronic invoices?

Normally, you can just open them by clicking on the attachments you receive alongside our invoice notifications. If you have difficulties, check that you have Adobe Acrobat reader installed (available here, free). If you are still having difficulties, please contact our Accounts Team who will attempt to help you.

Q. How can I pay you for your Products/Services?

Our normal, preferred payment terms are by Cheque or Bank Transfer. However, for some services we now allow Debit/Credit Card Payment using our QuickPay facility - but surcharges can apply. We also don't accept Card Payment for invoices & orders which are exclusively hardware (or where we consider there is a risk of fraudulent payment). For some services you can also buy online using a Credit/Debit card.

Q. I want to pay by Cheque or Bank Transfer, what are your details?

If you wish to send us a cheque, please make payable to "VPW Systems (UK) Ltd" and send to: VPW Systems (UK) Ltd, Accounts Department, PO BOX 230, Exeter, Devon, EX2 8WQ. Please do not send to any other address as we do not accept payments to our offices. To pay us electronically, you would need to pay to our account: 41888730, Sort Code: 09-06-66, with Abbey National Bank plc. We strongly recommend that you reply to our Invoice E-Mails to confirm that you're sending payment to help us match incoming payments to your account. Please make sure you allow 7 working days for cheque payments to arrive as we are aware of problems with postal services in our local area.

Q. I have received an invoice but you have not yet provided the Product/Service, why?

Many of our services require pre-payment before we provide them, and in many cases, we provision services at the same time as our billing processes run, so this is quite common. However, where your invoice relates to a "period" charge (e.g. services provided between 2 dates), we will adjust your billing once the service starts to meet the actual start date - this is automatic and you don't need to alert us (we do this to ensure your service has relevant entries in our system to allow them to be setup).

Q. I have received an invoice with "Late Payment of Commercial Debt" Charges, what is this?

When customers fail to pay us on time, we enforce our legal rights to charge for this under the relevant UK Laws. This helps us ensure that customers meet the terms they agree to when working with us, and ensures that we don't have to charge our customers for effectively providing credit. We do not cancel these invoices on a "goodwill" basis, as they are a legal right. You can avoid the charges by paying us on time in future. If a customer persistently pays us late, we may take further action. Bad Debt harms all companies, so it is a matter of principal that we expect payment promptly, and equally pay our suppliers promptly.

Q. My services have been setup, but I've not had an invoice, why?

Our Billing Processes vary depending on the services to be provided, so it is entirely normal, although rare, that sometimes invoices come later than your service. If you have particular concern, please contact us.

Q. How do I query an item on my invoice?

Please contact our Accounts Team, who will be able to help you understand the items and what they relate to.

Q. I have a dispute with an item on my invoice, so wish to with-hold payment, how?

Generally, issues with invoices can be quickly resolved by contacting our Accounts Team, but if you do not feel the issues can be resolved quickly, you can withhold just one element of your invoice. To do this, please pay the remaining, undisputed part as usual, but ensure you make contact with our Accounts Team to notify them of the issue. We can still suspend or terminate services if payment is not made while in dispute in exceptional cases, so strongly recommend you contact us quickly so we can resolve the issue for you and avoid interruption.

Q. I wish to give notice or terminate a service, how do I do this?

We require notice to be given in writing by fax or letter at this time, and cannot accept cancellation requests by e-mail. This is for legal reasons. You will be charged for any minimum term period remaining if appropriate, or any notice period applicable to your services. However, if the reason for termination is something we could resolve (for example, you have a problem with the services we offer, or believe you can get a better service elsewhere, we would welcome contact with you first as in many cases we can resolve your issues without the need to terminate). If you still wish to cancel, you must write to: VPW Systems (UK) Ltd, Customer Services Team, PO BOX 230, Exeter, Devon, EX2 8WQ. We recommend you send notice by a Recorded Delivery service. Please note that it will take 5-10 working days for us to receive and acknowledge your request, and your notice begins once we have received the notification.

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