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Billing Policy

About this policy

This document is our Billing Policy (‘policy’). In this billing policy, ‘we’, ‘our’ and ‘us’ are all references to Bosley Holdings Pty Ltd trading as Swoop Broadband, ABN 71613948575 Of 1A, 155 Queen Street, Warragul Vic 3820 Australia.

This policy is accessible on our website and is distributed to customers and former customers (together, ‘customers’) and our staff.

Our Chief Executive Officer (or equivalent) has approved this policy and is responsible for ensuring its implementation, operation and compliance with any applicable regulations and industry codes. By using any Swoop Broadband service (‘services’) you agree to comply with the terms of this acceptable use policy

Billing

Billing begins when the service is ready for use, which will usually be the date the service is activated by the wholesale provider, or installed by our technicians.

Your monthly access fee is billed in advance, and any applicable use or excess charges are  billed monthly in arrears.

New orders require upfront payment of your first month in advance, along with any relevant  hardware costs and activation fees.

Your first month will be invoiced pro-rata to the end of the calendar month. All subsequent regular service invoices will be issued on the first of the month and will be for the full period  of the calendar month.

All charges invoiced by us are payable within seven (7) days unless we agree otherwise. If you need   an extension, please ask us. In most cases we can extend your terms without any penalty to you. See our credit management policy and financial hardship policy for more information.

All amounts expressed by us are inclusive of GST, except where noted.

Payment methods

Accepted payment methods: credit card, direct debit, BPAY and EFTPOS.

We do not accept cheques.

Accounts with automatic on-file credit card payments to a nominated credit card will be  debited automatically on the invoice due date.

Automatic direct debit payments from bank accounts are initiated on the second business day of   the month. Please make sure sufficient funds are available on that day.

BPAY payments are not instant and may take up to three (3) business days to reach us. You may receive reminders that your account is overdue if your BPAY payment does not reach us by  the due date.

Important: Due to the pandemic, operations at our Queen Street store are suspended and cash payments will not be accepted.

Additional fees and information

We may deliberately and automatically suspend your access to the service if you do not meet our terms, as well as charge you an administrative fee of $5.50 (inc. GST) for late payments.

Invoices are sent via email, and it is your responsibility to keep your contact details current. You have the option of requesting a paper bill via post, which will incur a postage and handling fee of $2.20 (inc. GST) per month.

You accept any excess charges that may apply for your service use, in accordance  with the terms of your plan.

If you are experiencing financial hardship and need assistance to manage your bills or payments, please contact us for help. The earlier you contact us, the better we will be able to help prevent your debt becoming unmanageable.

Special terms

Refer to our Financial Hardship Policy for more information.

In some cases we may agree to, or require, special terms for payments:

  • business customers can request special terms (EG 30 days for payment) – we reserve the right to reject such requests.
  • customers with a poor credit history with us may be subjected to special terms at our discretion; for example, we may request six (6) months advance payments before providing the service.

If we are unable to provide the service or if you cancel the service, any unused funds paid in advance are refundable.