Last Updated: August 2026
We understand that invoices occasionally get missed.
Our goal is not to chase people around for money.
Our goal is to keep services running, keep billing predictable, and make sure that payment problems don't quietly turn into bigger problems.
This article explains what generally happens when an invoice is not paid by its due date.
The specific terms in your invoice, subscription, service agreement, or other contract may apply instead of the general process described here.
1. When Is a Payment Late?
A payment becomes overdue when the applicable payment due date has passed and the full amount due has not been received.
Our standard invoice payment term is generally 10 days from the invoice date, unless different terms have been agreed.
The due date shown on your invoice is the important date for that particular transaction.
If you believe you've already paid, don't make another payment immediately.
Send us the payment information and we'll check it.
2. Our Reminder Process
We generally use a gradual reminder process rather than immediately suspending a service.
A typical process may look like this:
Shortly After the Due Date
We may send a friendly reminder.
Sometimes an invoice is simply missed, an automated payment fails, or a bank transfer takes longer than expected.
No drama.
After the Payment Remains Outstanding
If the invoice is still unpaid, we may send a more formal reminder explaining:
The outstanding amount
The relevant invoice
The original due date
Any applicable late-payment consequences
What needs to be done to bring the account up to date
Continued Non-Payment
If an invoice remains unpaid after reminders, we may take further action in accordance with the applicable agreement and law.
This can include:
Restricting certain functionality
Suspending access
Suspending managed services
Requiring payment before additional work
Moving the account to prepayment
Taking other contractual or legal steps
We aim to provide appropriate notice before taking action that could materially interrupt a service, except where immediate action is reasonably necessary or otherwise permitted by the applicable agreement or law.
3. Late-Payment Interest & Costs
Late-payment interest or other recovery costs may apply where permitted by:
The applicable agreement
The invoice
Applicable law
If late-payment interest or other charges apply, the relevant basis should be communicated through the applicable contractual or billing terms.
We do not add arbitrary charges simply because an invoice is late.
If there's a charge, there should be a reason for it.
4. Service Suspension
If an invoice remains unpaid, we may suspend some or all of the affected services.
This can include:
Account access
SaaS functionality
Managed infrastructure
Project environments
Additional support
New work
Other services connected to the unpaid account
Where reasonably possible, we will provide advance written notice before suspending a service.
The notice may explain:
What is overdue
How much is outstanding
What service may be affected
When suspension may occur
How to restore the service
For critical or security-sensitive situations, different arrangements may apply.
5. We Don't Normally Just Switch Things Off
Digital infrastructure can sometimes be business-critical.
We understand that immediately disabling a service can create more problems than it solves.
Where appropriate and commercially reasonable, we'll try to communicate before taking action.
That doesn't mean an unpaid service can continue indefinitely.
It means:
We'll communicate.
We'll give reasonable warning where possible.
We'll give you an opportunity to resolve the issue.
And then, if payment still isn't made, we'll protect the sustainability of the service.
6. What Happens During Suspension?
The exact effect of a suspension depends on the service.
For example, suspension may mean:
Login is temporarily disabled
New transactions cannot be processed
New work cannot begin
Certain features are disabled
Managed infrastructure is paused
Support is limited to billing or restoration matters
The specific consequences may be described in your service agreement.
Some information may remain retained during a suspension where necessary for:
Security
Legal compliance
Accounting
Contractual obligations
Restoration of the service
Other legitimate purposes
7. How to Restore a Suspended Service
To restore a suspended service, the outstanding balance normally needs to be settled.
Once payment has cleared, we will begin the reactivation process.
The time required can depend on:
Payment method
Banking systems
Payment providers
The complexity of the service
Third-party infrastructure
Whether manual intervention is required
We aim to restore eligible services as promptly as reasonably possible after payment is confirmed.
We cannot guarantee an exact restoration time where external systems or complex infrastructure are involved.
8. Repeated Late Payments
Everyone can miss an invoice occasionally.
Repeated late payments are different.
If an account repeatedly becomes overdue, we may change the commercial terms for future services.
This may include:
Prepayment
Shorter payment terms
Deposits
Milestone payments
Suspension of recurring billing
Requiring payment before additional work
Other reasonable arrangements
The purpose isn't punishment.
It's risk management.
A sustainable business needs sustainable billing.
9. If You're Having Trouble Paying
If you know that you won't be able to pay an invoice on time, contact us before the due date whenever possible.
We may be able to discuss:
A revised payment date
A payment arrangement
Temporary changes to the billing schedule
Another reasonable solution
We cannot guarantee that every request can be accommodated.
But communication before the invoice becomes seriously overdue is almost always better than disappearing and hoping the problem evaporates.
Spoiler: invoices are surprisingly bad at evaporating. 😄
10. What If You Disagree With the Invoice?
If you believe an invoice is incorrect, contact us as soon as possible.
Tell us what you believe is wrong.
For example:
Incorrect amount
Duplicate charge
Incorrect service
Incorrect billing period
Incorrect VAT treatment
Service not delivered as agreed
Payment already made
Other billing issue
We will review the issue.
If only part of an invoice is disputed, the applicable agreement or law may determine whether the undisputed amount remains payable.
11. What If You Already Paid?
If you receive a payment reminder after making a payment, don't assume that something has gone wrong.
Payments can sometimes take time to appear in our records or may arrive without the expected payment reference.
Send us:
Invoice number
Payment date
Amount
Sender name
Transaction reference, if available
We'll investigate and update the payment status when the transaction is confirmed.
12. Services with Automatic Payments
Some subscriptions may use automatic payment methods.
If an automatic payment fails, we may notify you and provide an opportunity to update the payment method or make the payment manually.
If repeated payment attempts fail, the subscription may eventually be restricted or suspended according to its applicable terms.
The exact process can depend on the payment provider.
13. Cancellation Doesn't Automatically Erase Outstanding Amounts
Cancelling a subscription or service does not automatically cancel invoices or amounts that have already become due.
If a service has been used or work has been performed before cancellation, the applicable agreement determines what remains payable.
Likewise, cancellation of a recurring service normally stops future billing rather than retroactively cancelling legitimate previous charges.
For more information, see:
Refund & Cancellations Policy
14. Data & Account Access After Non-Payment
If a service is suspended because of non-payment, information associated with the account may continue to be retained for a period where necessary or required.
This can include information needed for:
Legal compliance
Accounting
Security
Contractual obligations
Dispute resolution
Service restoration
Data retention is governed by our Privacy Policy and applicable contractual terms.
Suspension does not automatically mean that all account information is immediately deleted.
15. Account Closure
If an account remains unpaid for an extended period, we may eventually terminate the affected service or account in accordance with the applicable agreement and law.
Before permanent closure, we may provide appropriate notice and information about any available options.
Where applicable, customers may need to retrieve their information or request data export before the service is permanently closed.
The exact process depends on the service.
16. Contacting Billing
If you have a question about an overdue invoice, contact us through the billing channel associated with your service.
Please include the invoice number whenever possible.
This helps us locate the correct transaction quickly.
If you are unsure where to contact us, use the general support channel and we'll route the request appropriately.
The Short Version
An invoice becomes overdue after its due date.
We'll normally remind you before taking stronger action.
If payment remains outstanding, services may eventually be restricted or suspended.
We'll provide reasonable notice where possible.
Paying the outstanding balance allows the reactivation process to begin.
Repeated late payment may result in different payment terms.
And if you know you're going to be late:
Talk to us before the due date.
We can work with a problem we know about.
It's much harder to work with a problem that has been hiding under the carpet for three months.
Build better. Connect smarter. Scale sustainably.
#ForPeopleForPlanet