Glide - Billing

Billing

: How and when will I be billed for the service?
: What type of payment methods do you accept?
: After taking my order what happens if I can't get Glide?
: How can I pay for Glide’s products and services?
: Why do you not accept direct debit?
: How does the billing work if I have changed my email address?
: When will my first Glide payment be due?
: How do I get my deposit back?
: Can I change my payment details?
: Can I get a copy of my invoice?
: How often do I pay my bill?
: How often will I be billed?
: What happens if I don’t pay my bill?
: What do I pay for the service?
: What extra or hidden charges would I expect?
: Will Glide's prices change in the near future?
: Can my parents pay my share of the bills?
: What happens if one of the tenants leaves the property?

: How and when will I be billed for the service?
You are billed monthly in advance on a payment plan and the billing amount is calculated from the start date of the specific service. For example we will only bill out for gas and electricity once the supply has transferred over to Glide. For telephone we will bill you from the installation date and for broadband from the activation date. There is also a deposit of 1 month's bills which is required at the start of your contract and is returned to you at the end.

: What type of payment methods do you accept?
You will be required to provide a valid credit or debit card in the ordering process. We accept all major credit cards, with the exceptions of Diners Club and American Express.

: After taking my order what happens if I can't get Glide?
You will be notified as soon as possible if this is the case, and you will not be charged for the services you have not received.

: How can I pay for Glide’s products and services?
Glide services are paid for monthly in advance by credit or debit card. At this stage, Glide does not accept direct debit payments though this is planned for the near future.

: Why do you not accept direct debit?
Our customers sometimes reach their overdraft limits and if we collect payment via direct debit, the bank levies hefty fines on our customers. We will automatically tell you if a payment does not go through. We will be offering direct debit in the near future.

: How does the billing work if I have changed my email address?
We will still take payment on the payment due date regardless of the validity of the email address that you have provided. It is your responsibility to ensure that we have your latest contact information (this can be changed online through your online portal or you can call us on 08448 111 555).

: When will my first Glide payment be due?
When you order Glide, we will debit your credit or debit card for £1 to ensure that the card information is valid. We will charge you for your first bill 3 days before the start of your contract. If you do not complete the sign-up process until after your contract start date, we will charge your card as soon as all the tenants have signed up.

Your first bill will include one month's security deposit which will be returned to you at the end of your contract. Your first bill will either be to the end of the current month or until the end of the next month depending upon where your contract start date falls into our billing cycle.

: How do I get my deposit back?
Simple. At the end of the contract, you need to provide final meter readings and return the Glide Router to us. We will then be in a position to close your account. The whole process usually takes 3 to 4 weeks. Then we just refund the money straight to your bank account. Quick and simple.

: Can I change my payment details?
Yes. The easiest way of doing this is to log into your online portal and update your card details. You can also contact us on 08448 111 555 and give us your new details over the telephone if you’d prefer.

: Can I get a copy of my bills?
Yes. All your previous bills can be seen in your online portal.

: How often do I pay my bill?
Bills are paid monthly in advance on the 1st of every month (or the closest working day to the 1st, if it falls on a weekend or a bank holiday).

: How often will I be billed?
You will be billed monthly in advance on or around the 14th of each month (payment will actually be taken on the 1st of every month or the closest working day).

: What happens if I don’t pay my bill?
If the payment fails we will send you a message via email and text and continue attempting to take the payment. If payment is not made by the 14th of the month, we will charge you a late payment charge of £10 and we may suspend your service until full payment is made. If payment is still not made by the end of the month, we will refer your overdue balance to a debt collection agency.

: What do I pay for the service?
The amount you pay is determined on the online order. It varies depending on which services you take and where in the country you are.

: What extra or hidden charges would I expect?
We believe in a clear and simple pricing structure to keep our customers happy and satisfied.

Your energy and water usage is offset against your monthly payment plans. If your usage is sensible, then you are likely to receive a credit at the end of your contract. If you energy usage is excessive you will be required to pay the difference. Remember that the less energy you use, the more money you will save!

For telephone, there may be a BT connection charge of £119.99 if your house doesn't already have a working BT telephone line. This is a saving of £5 over going to BT directly. If you would like to find out whether your house has an existing line, please call us on 08444 111 555.

Please see the terms and conditions for more information.

: Will Glide's prices change in the near future?
Our energy pricing for new customers is based completely on current market conditions and is therefore subject to change. However once you sign up to Glide, we will fix your energy tariff by forward buying all your energy. So once you are a Glide customer you can rest assured that we will not increase your energy tariff during your fixed term.

There are currently no plans to change our broadband or telephone line rental pricing. That doesn't mean that they may not change in the future, particularly if there are supply cost or market changes. If this happens, we will inform all of our customers in advance of the changes.

: Can my parents pay my share of the bills?
Yes simply select the 3rd party option during the sign-up process. If the 3rd party does not agree to pay for you, we will contact you to request your own payment details.

: What happens if one of the tenants leaves the property?
We are always as flexible as possible in this situation. Legally the leaving tenant is still liable for the amount. However the tenants staying at the property can opt to pay the leaving tenant's share until a replacement tenant is found. The replacement tenant can then take over the from the leaving tenant.