Payment terms: when invoices are due and how we collect payment

This article tells you when an IT Solver invoice is due, how we collect payment and what happens if an invoice is not paid on time. Our Customer terms give the general rules.

When an invoice is due

• Each invoice shows its due date. Most invoices are due 7 days after the invoice date.
• Prices are in Australian dollars and include GST, unless we tell you otherwise.
• We send a tax invoice for each charge.
• When you add licences or users part-way through a billing period, we charge a pro-rata amount for the rest of that period.

How we collect payment

You can pay by card or by bank transfer.

• Card on file: we charge your card automatically on the invoice date. This includes each renewal of a recurring service.
• Failed card payment: if the automatic payment fails, we tell you. You still have until the due date to pay by card or bank transfer.
• Bank transfer: you pay each invoice yourself. Use the invoice number as the payment reference. For an automatic recurring payment, use your business name as the reference.
• We do not add a card surcharge.
• Stripe processes card payments and holds your card details. IT Solver sees only the card brand, the last 4 digits and the expiry date. We do not see or keep your full card number.

Our bank details are in the dashboard, on the Billing page, in Wallet, when your account uses bank transfer. See Pay by bank transfer. If you have not seen these bank details before, please verify them by calling 07 3123 6000 and choosing menu 1.

Services that start only after payment

Some services start only after we receive cleared payment, even when that is before the due date:

• New Microsoft 365 licences, when you pay by invoice or bank transfer.
• Domain registrations and renewals. A domain that is not renewed in time can expire, stop working and become available to others.
• New web hosting. The dashboard shows "Web hosting starts after IT Solver confirms payment."
• Computer setups. You can book the setup after we receive payment.

A card payment is the fastest way to start these services. We match bank transfers automatically at 9:15 am Brisbane time each day. To start a service sooner after a bank transfer, email support@itsolver.net. We can check the bank statement and match your payment.

If you pay late

1. When an invoice is overdue, we send you a reminder.
2. If the invoice is still unpaid, we can stop taking new orders from you until you pay it.
3. Before we pause or end a service because of non-payment, we give you at least 7 days' written notice.

• We do not charge interest or late fees.
• We do not delete your data because of a late payment without written notice first. We give you a reasonable chance to pay or to take a copy of your data.

Check what you owe

You must have the Owner, IT manager or Billing only role for your business in the dashboard. See What each dashboard role can do.

1. Sign in at dashboard.itsolver.net. You can also type dashboard.itsolver.net into your browser.
2. In the sidebar, select Billing.
3. In Invoice history, make sure Outstanding is selected.
4. Read the status of each invoice. Open means the invoice is not paid and the due date has not passed. Overdue means the due date has passed.
5. If more than one invoice is outstanding, read Total balance outstanding for the total amount that you owe. If only one invoice is outstanding, read the amount on that invoice.

To pay, see Pay an invoice and manage your card on file or Pay by bank transfer. To download a tax invoice, see Download a tax invoice and see what you owe.

Examples

Your card payment failed on a renewal

We tell you that the automatic payment for your monthly renewal failed. The invoice shows Open.

To fix it: add a new card or pay by bank transfer before the due date. See Pay an invoice and manage your card on file.

You paid by bank transfer, but the invoice still shows Overdue

You paid yesterday afternoon. The invoice still shows Overdue in Invoice history.

To fix it: we match bank transfers at 9:15 am Brisbane time each day. Check again after that time. If the status does not change, email support@itsolver.net. We can check the bank statement and match your payment.

You ordered new Microsoft 365 licences and pay by bank transfer

You added two licences, but the new staff members cannot use them yet.

To fix it: pay the invoice now. We set up the licences after we receive your payment. For a faster start, pay the invoice by card.

You cannot pay an invoice by its due date

You expect a delay in your own cash flow and an invoice will become overdue.

To fix it: contact us before the due date. We do not charge interest or late fees. We give you at least 7 days' written notice before we pause a service.

Still have a problem?

Questions? Email support@itsolver.net or phone 07 3123 6000.