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.

Why are your payment terms 14 days from receipt?

It is our policy to ask customers to make prompt payments to us for products & services. Our payment terms are set as 14 days as a guideline.

- It is important to remember however that our policy is payment in advance – this includes all aspects of your orders and services with us. It includes equipment, labour and service renewals.

- Where invoices contain items of equipment, hardware, consumables and software we will generally require that you have paid the invoice before equipment is ordered. This means that you need to pay invoices before your order progresses. The 14 day period is the maximum time you should take, but if you do wait until then, your order won’t make any progress. We recommend using Bank Transfer or Debit Card payment by phone where practical to minimise delay.

- If you have a poor payment history with us, or you’re a new customer (eg you have no payment history), it is likely we will not process any aspect of your order without payment – bad debt is costly to any company, and reduces our ability to offer better prices and service, therefore we actively manage and minimise our exposure to such bad debt for the benefit of all customers.

- If we agree to, choose to or otherwise process any or part of your order in-advance of payment, this does not affect your obligation to make prompt payment to us.

- Invoices that include renewals (for products or services) will normally be issued in the month proceeding the due month. Our terms remain 14 days for those invoices – this does mean you will effectively pay for your services before the start date – but it also means you’ll never have additional costs applied by us or third parties due to late payment and makes sure unusual circumstances (Christmas holidays, bank holidays and so on) don’t affect you.

If your invoice is not paid promptly (eg within 14 days), we will continue to remind you from time to time. However it is not considered acceptable to make payment on your final reminder – customers who persistently pay us late and demonstrate poor payment history will be charged in accordance with the UK statute “Late Payment of Commercial Debts (Interest) Act and as per our Terms & Conditions other costs may apply.

If you are having genuine problems with paying your invoices on time due to cash flow issues, temporary issues affecting your business please talk to us – don’t just avoid your invoices as this will cause you further issues.

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