What happens when a payment is late, the late fee schedule, and how to avoid service interruptions if you're experiencing a financial difficulty.
We understand that cash flow challenges happen. Our late payment policy is designed to be firm enough to protect our business while giving clients a reasonable window to resolve payment issues.
Late Payment Timeline
- Day 1 past due: Email reminder sent automatically.
- Day 7 past due: Second email reminder. A 1.5% late fee is applied to the outstanding balance.
- Day 14 past due: Account manager makes personal contact. Service warnings may begin.
- Day 21 past due: Non-critical services may be paused. An additional 1.5% late fee is applied.
- Day 30 past due: All services paused pending payment. Account referred to collections process.
If You're Experiencing Financial Difficulty
Contact [email protected] or your account manager before the due date if you're facing a cash flow issue. We're often able to arrange a short payment extension or payment plan without fees if you communicate proactively. We have much less flexibility once an account is already past due.
Service Reinstatement After Non-Payment
Services paused due to non-payment are reinstated within 24 hours of payment received in full (including any applicable late fees). If services were paused for more than 7 days, there may be a reinstatement fee to cover the additional work required to bring systems back online. Your account manager will confirm this before reinstating.