This page gives more information about billing and payment details for your Onyx services.
Direct Debit Mandate - click here to download.
Invoice Information
Onyx issues invoices 30 days in advance of the renewal of your service with us. We send invoices by post or by e-mail, your invoice should look something like the following (e-mail invoices are functionally similar, but are formatted for e-mail programs):
- Invoice Date: this is the date the invoice was issued
- Account Number: every customer has a unique account number which can be found on your invoice - please quote this when contacting the billing department
- Payment Due: the due date is 30 days after the invoice date. Our terms are payment 30 days after invoice.
- PO Ref: this is your purchase order reference (if applicable)
- VAT Analysis: this will show the VAT (sales tax) breakdown of the invoice (if applicable)
- Information Area: This area shows any information pertaining to your account. If you pay by Direct Debit this will contain a message stating that you do not need to send payment as this invoice will be paid automatically.
- Remittance Advice: please return this with your payment otherwise we may not be able to correctly allocate payments to your account.
Multi-Currency and VAT Information
Multi-Currency Information: Onyx issues invoices in three currencies - UK Pounds, US Dollars, and Euros. Which currency you receive an invoice in depends on your location, and the location of the services you are getting.
VAT (Sales Tax) Information: To consider whether you will be charged VAT (the European Union sales tax) on our services, you need to consider where your organisation is located, and where the service you will be using is located. This table explains if you are affected:
All Onyx's current services, other than our US hosting services, are considered to be within the EU. In addition, domain registration and renewal charges are always considered to be within the EU and are therefore in most cases VATable, even if they relate to web hosting services outside the EU.
Onyx Internet is registered in the UK for VAT, our VAT number is GB 884 2554 94.
If you need more information on the VAT status of your service please contact us.
Modifying and Cancelling your Services
To modify (for example to upgrade) your services before their renewal date, please contact our sales department.
To cancel your services before their renewal date, please contact us. You must ensure you cancel your services before your renewal date in order to avoid being charged for the next period of service. All our services have a 30 day cancellation period, and confirmation is required by e-mail, letter or fax. If we receive confirmation of cancellation before renewal, and there are no monies owing on the account, we will waive the 30 day cancellation period.
Some services have an extended contract tie-in period even if they are billed in shorter periods - for example, a service may have a 12 month minimum contract even though it is billed quarterly, in this case you cannot cancel until the end of the minimum contract term.
How to Pay Us
Note that some of our services have fixed payment methods and payment terms cannot be modified - for example some services can only be paid for by Direct Debit. If you wish to modify your payment terms away from Direct Debit please contact us, it may involve you being billed an additional amount.
Automated Payment - The Easy Way To Pay!
Automated Payment ensures your invoices are paid when required and you don't have to worry about remembering to send us payment every time one of your services is up for renewal. It's the easy way to ensure continuous service at all times.
If you have already provided us with your direct debit details then this will be indicated on your invoice. You do not need to do anything, the outstanding amount will be paid on or around the "Payment Due" date on your invoice.
We can take automated payment by Direct Debit:
Direct Debit: This is available to UK customers with a UK bank account - most UK bank accounts will accept Direct Debit instructions. Outstanding amounts on your account will be paid on or around the due date on your invoice. To pay by Direct Debit, please download and print the form below, fill in the relevant details - remember to sign it - and then post it back to us. We need your original signature on the Direct Debit form, so can't take direct debit details over the Internet or by telephone or fax.
The Direct Debit Guarantee ensures that if an error is made in collecting your payment you are guaranteed a full and immediate refund of the amount paid. You will always receive an invoice from us before payment is collected by Direct Debit.
If you change your bank details and don't use your bank's automated system for transferring Direct Debits, please fill in a new Direct Debit form and post it back to us.
Other Ways to Pay
Bank Cheque, Bank Draft, or Money Order
Please make cheques, bank drafts, and money orders payable to "ONYX INTERNET" and send them to the Onyx Group, Aurora Court, Barton Road, Riverside Park, Middlesbrough, TS2 1RY. Please remember to include your remittance advice from the bottom of your invoice.
You must pay us in the same currency as you are invoiced in. If you are invoiced in pounds you must pay us in pounds, if you are invoiced in US$ you must pay us in US$, if you are invoiced in Euros you must pay us in Euros.
In addition, we can only accept cheques, drafts and money orders drawn in the same currency as they country of the issuing bank. For example we can only accept UK Pound cheques drawn on a UK Bank, US$ cheques drawn on a US bank, and cheques in Euros drawn on a Euro-area bank.
We charge a £25 administration fee for bounced cheques, in addition service may be suspended immediately.
BACS Transfer
BACS electronic bank transfer is available only to UK customers paying in UK Pounds. Our bank details are as follows:
Bank: The Co-Operative Bank
Address: Norfolk House, 84/86 Grey Street, Newcastle Upon Tyne, NE1 6BZ
Sort Code: 08-90-06
Account Number: 70910764
Reference: Please quote your Account Number (available on your invoice) when paying by BACS, otherwise we may not be able to allocate your payment correctly.
Please post us back your remittance advice from the bottom of your invoice even if you are paying by BACS, so we know to expect your payment.
International Electronic Bank Transfer (SWIFT)
SWIFT international electronic bank transfer is available to all customers. Our bank details are as follows:
Bank: The Co-Operative Bank
Address: Norfolk House, 84/86 Grey Street, Newcastle Upon Tyne, NE1 6BZ
Sort Code: 08-90-06
Account Number: 70910764
You are responsible for paying all bank charges. We will only credit to your account the amount we receive after all bank charges. You should make payment in the same currency as you are invoiced in (i.e. either UK Pounds, US Dollars, or Euros).
Please post back your remittance advice from the bottom of your invoice even if you are paying by SWIFT, so we know to expect your payment.
Suspending Services
If you do not keep the payments for your services up-to-date we reserve the right to suspend or terminate service, which may cause the loss of e-mail, web site visitors and business, and other important data. Service may not be resumed until payment has been received and this could result in an extended period without services.
It is for this reason that we recommend that you use our automated payment mechanisms, or Direct Debit, as this will ensure that your services are always paid when required.
You are responsible for keeping your contact details with us up-to-date so we can send you invoices when required. If you would like to review and correct your contact details please contact us and we can update our details.
Contact the Onyx Billing Department
You can reach the Onyx Billing Department regarding any queries you have in any of the following ways:
- By E-mail: billing@onyx.net - please quote your account number (on your invoice) in all e-mail correspondence. We aim to respond to all e-mail queries within one working day.
- By Phone: call 0845 345 5754, or from outside the UK, +44 1642 216 246. The billing department is open for calls from 9:30am to 4:30pm British Time, Monday to Friday. Please have your invoices to hand when you call.
- By Fax: on +44 1642 216 201. Please quote your account number (on your invoice) in all correspondence.
- By Post: write to us at:
Onyx House
Cheltenham Road
Portrack Interchange Business Park
Stockton on Tees
TS18 2AD
United Kingdom
