Knowledgebase & FAQs

Knowledgebase and FAQs

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General Billing and Finance
Help with common queries that our Accounts Team receive about billing - you'll find help here with how to pay, where to pay and what happens if there is a problem with payment.

I have received my renewal invoice a month early, why?

Invoices that include elements that are renewable (eg typically have quarterly or annual charges on them) will be issued in the month proceeding the point that they are due. For example, if your service renewal date is in July, you would receive your invoice in June.

Our system batch processes renewal invoices, and it doesn’t matter WHERE in the month it is due – so using the above months, a service that renews on 3rd July is treated the same as one that renews on 26th July. What this ultimately means is that you have even more time to have paid and/or queried your invoices before the date is reached.

We do this because some of our products or services require some form of renewal with third party suppliers, or cause us to have charges that cannot be reversed. A common example is with domain names – we have to renew them by a certain date or your domain name will be cancelled or suspended – worse, in many cases significant charges are then raised by the governing bodies (many times the original renewal price) if you want to renew late. The same is true of other services such as Broadband.

As renewals are non-refundable to us, it is not feasible for us to renew when our customer has not paid us, and it is unfair to expect us to do so. As a result our invoicing policy ensures there is every reasonable chance and time allowed for customers to successfully receive, process and remit payment for invoices before they’re due – even the most reliable and prompt paying of customers can occasionally have unforeseen issues causing a delay – this policy ensures they too don’t have issues with remittance.

Remember too that we need to allow for weekends, bank holidays and cheque clearance – if we only issued invoices at the last minute there is far more chance of late payments or issues with receipt/processing of those invoices which would cause considerable disruption to services. Accordingly the policy we have is there ultimately to make sure you’re not going to have a loss of service or further costly charges.

Please remember that as this process is batched for all customers, we cannot alter this policy on request – nor would it be sensible to do so. The renewal periods are consistent, so you would still only really receive one per quarterly period – once your first billing cycle has completed.

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