Effective 1 October 2026
We would always rather talk to you than restrict anything. This policy sets out exactly what happens if an account falls behind, so there are no surprises.
Billing
Fixed monthly services are charged in advance for the month following the invoice date. Variable charges, such as calling, are for the previous month. Invoices are generated on the last day of the month and issued shortly afterwards.
Payment
Payment is due by the date shown on the invoice.
Direct debit is the simplest way to keep an account current — sign up at directdebit.zylex.nz.
Queries
Please raise any query within 14 days of the invoice date. We aim to respond within 5 working days.
Querying part of an invoice does not put the rest of it on hold — please pay the undisputed portion by the due date.
Within 14 days — we’ll investigate and, if the query is upheld, credit it.
After 14 days and up to three months from the invoice date — we’ll still look into it, provided the undisputed portion of the invoice has been paid. A late query does not delay payment or pause the process below.
More than three months after the invoice date — the invoice is final and we are not able to revisit it.
Once we have responded to a query we consider it closed. We will not revisit it unless you provide new information we have not already considered.
Credit terms
Where an account has a history of arrears, we may require payment in advance or reduce the credit terms available on that account.
What happens if an account falls overdue
| Days past due | What happens |
|---|---|
| 3 days | A reminder email. Nothing else changes. |
| 7 days | An overdue notice. We ask you to reply with the date you expect to pay. |
| 14 days | The account goes on stop credit. We can’t process new orders, add services, start new work or supply equipment. Existing services are unaffected. |
| From 28 days | Service restriction begins. Outbound calling is restricted, and sign-in to Microsoft 365 and other software subscriptions is blocked. Both are reversed as soon as the account is cleared. |
| 42 days | Final notice. Seven days to pay in full or agree an arrangement. |
| 49 days | Software subscriptions are cancelled, taking effect at the end of the current subscription term. Once a subscription has ended, access and data are subject to the software vendor’s retention and deletion timeframes, and may not be recoverable. |
| 56 days | Written notice of termination, giving seven days. |
| After termination | All services end, including internet, voice and alarm monitoring. |
What we never restrict while the account is open
- Monitored alarms. We do not suspend alarm monitoring for non-payment at any stage of the process above.
- 111 emergency calling. Always available, at every stage.
- Inbound calls. These continue when outbound calling is restricted.
These protections apply for as long as the account is open. If an account reaches termination, all services end together — including alarm monitoring and internet, and the voice service through which 111 calls are made. We will always give seven days’ written notice before terminating.
Getting services restored
Restriction is lifted the same business day that payment clears, or the same day an arrangement is agreed.
Blocked sign-in is restored immediately and at no charge.
A subscription that has been cancelled, or a service that has been disconnected, must be re-established. A reconnection fee of $50 plus GST applies per service, unless the terms for that particular service specify otherwise. Full restoration can take several days. Where data needs to be recovered from backup, this is charged additionally at our standard rates, based on the time involved.
Payment arrangements
If you’re having difficulty, get in touch in writing at accounts@zylex.nz. An instalment arrangement is available at any point up to referral. Agreeing one stops the process and lifts any restriction in place. We would much rather do this than let an account run on.
Agreeing an arrangement is an acknowledgement that the amounts covered by it are due and payable. Those invoices are then treated as accepted and cannot be queried afterwards, unless we identify an error ourselves.
If an arrangement is not kept to, it lapses and the process resumes from the stage the account had already reached. It does not start again.
Recovery
An account that remains unpaid may be referred to our collection agency, and reasonable recovery costs are added to the account.
Ownership
Ownership of goods supplied does not pass until payment has been received in full.