Your responsibilities

As our customer, you:

• should ensure full payment of your invoice by the due date;

• should notify Nebula immediately if there is a reason why you can’t pay (in full or in part), including if you have a valid dispute, or if you need more time to pay; and

• acknowledge that failure to meet payment obligations may result in service restriction or termination, and comply with payment plans where one is agreed.

Payment terms and procedures

Payment is by Direct Debit unless agreed otherwise in writing.

Your contractual payment terms are stated in your contract.

You will pay the full amount in pounds sterling (GBP), without any set-off, counterclaim, deduction or withholding, except as required by law.

Where a single payment is intended to cover multiple invoices, you must provide a remittance advice detailing the allocation. In the absence of such advice, Nebula reserves the right to allocate the payment to any outstanding invoices at its discretion.

Nebula reserves the right to implement credit management measures at any time, which may include:

• requiring a security deposit, advance payment, or security guarantee; and

• conducting a credit check on you. You will provide Nebula with any information it may reasonably require for this.

Procedure for overdue payments

If you do not pay your invoice by the due date, Nebula:

• will attempt to contact you by email and/or telephone to notify you of the overdue amount; and

• may charge you: (i) a late payment charge according to applicable law, and (ii) interest on the outstanding amount at the rate specified in your contract.

Suspension

If payment is not received within five (5) days of the due date, Nebula may restrict or suspend access to your services.

For voice services, and where possible, Nebula will first restrict or suspend your ability to access your admin portal, then restrict or suspend your ability to make a call, and then restrict or suspend your ability to receive calls. For non-voice services, the service will be temporarily suspend.

Nebula will provide reasonable prior notice of any service restriction or suspension. Services will not be reinstated until the outstanding balance has been paid in full. Nebula reserves the right to levy a service reinstatement fee and may require that future payments are made by Direct Debit as a condition of reinstatement.

Failure to pay outstanding invoices on time may result in your payment history being passed to credit reference agencies which may have an impact on your ability to obtain credit in the future.

Termination

Failure to pay your invoices may constitute a material breach of your contract, and Nebula may restrict or suspend and/or terminate the service and end your agreement with us. In the event of termination for non-payment, Nebula may charge for all services for the remainder of the contracted term.

Nebula may engage a third-party debt collection agency to recover the outstanding balance. The customer will be liable for all reasonable costs incurred by Nebula in the recovery of the debt, including but not limited to, fees from the debt collection agency and any associated legal costs. The appointed agency may initiate legal proceedings to recover the debt.

Assistance with payment difficulties

Customers who anticipate difficulties in meeting a payment deadline should contact Nebula immediately. At its sole discretion, Nebula may consider establishing a formal repayment plan to clear the amount you owe over an agreed period. All subsequent invoices must be paid on time.

Disputing an invoice

Any dispute concerning an unpaid invoice must be raised in writing to Nebula within thirty (30) calendar days of the invoice date. The undisputed portion of the invoice must be paid by the due date.

If you do not agree with something in an invoice after you have paid it, you must raise the dispute with us within three (3) months of the date of the invoice.

When your dispute has been resolved, or charges maintained as being correct, you will pay the remaining balance within seven (7) days of our written communication of the conclusion. Nebula reserves the right to charge you a late payment charge or interest for any amount that is ultimately due.