This Direct Debit Service Agreement explains the terms on which C9 Group may debit amounts from a customer's nominated bank account under a Direct Debit Request. It should be read together with the customer's applicable service agreement, order, proposal, invoice and C9 Group's Terms of Trade.
Amounts that may be debited
The Direct Debit authority may apply to recurring managed service fees, software and cloud subscriptions, telecommunications services, licences, usage-based charges, professional services, projects, hardware, equipment, deposits, instalments, taxes and other amounts properly invoiced under the customer's agreement with C9 Group.
Debit timing
Unless otherwise stated in the applicable service agreement, order or invoice, a debit may be submitted on or after the payment due date shown on the relevant invoice.
If a scheduled debit date falls on a weekend or public holiday, the debit may be processed on the next available business day.
Variable amounts
The amount debited may vary between billing periods where services include usage charges, licence changes, additional users, hardware purchases, project work, service variations or other non-fixed charges.
C9 Group will provide an invoice or other written notification identifying the amount payable before submitting the applicable debit.
Customer responsibilities
The customer must:
- ensure that the nominated account permits Direct Debit transactions;
- ensure that sufficient cleared funds are available when a debit is submitted;
- provide complete and accurate account information;
- notify C9 Group promptly if the nominated account changes, closes or becomes unavailable; and
- maintain a valid payment method where required under the applicable service agreement.
Failed or returned payments
Where a debit is declined, dishonoured, reversed or otherwise unsuccessful, C9 Group may:
- submit the debit again;
- request payment through another payment method;
- recover reasonable bank, dishonour or payment-processing costs where permitted by law; and
- suspend affected services where payment remains overdue and the applicable service agreement permits suspension.
Changes to the Direct Debit arrangement
The customer may request a change to the nominated account or Direct Debit arrangement by contacting C9 Group in writing.
Requests should be submitted sufficiently before the next scheduled debit to allow the request to be processed.
C9 Group may change the administration of a Direct Debit arrangement by providing the notice required under the applicable agreement and relevant payment rules.
Debit disputes
The customer should notify C9 Group promptly if the customer believes a debit was incorrect or unauthorised.
The notice should identify the disputed debit, the disputed amount and the reasons for the dispute.
The customer may also contact its financial institution regarding a Direct Debit dispute.
An invoice dispute does not remove the obligation to pay any undisputed portion of the invoice.
Account information and privacy
C9 Group will handle account and payment information in accordance with its Privacy Policy, applicable law and the requirements of its nominated payment processor.
Bank account information must not be displayed on this public page or stored directly in frontend application code.
Contact
For questions, changes, cancellations or disputes relating to a Direct Debit arrangement, contact C9 Group using the billing contact details already published in the existing legal pages.
C9 Billing & Hardship Team
Telephone: 1300 000 299
Email: Sales@c9group.com.au
Postal: Level 1, 530 Little Collins Street, Melbourne VIC 3000