Billing FAQ

When are invoices issued? On the 1st of the month for the previous month's services, after volume and seat-hour data is locked on the 25th–28th. Related: 05_SOPs/07_SOP_Billing_And_Collections.md

What are your payment terms? As stated in your SOW. Where not specified, the default is in 23_Finance/01_Payment_Methods_And_Bank_Details.md.

What payment methods do you accept? Bank transfer (NEFT/RTGS/IMPS), UPI for smaller amounts, and international wire for overseas clients. We do not accept cash. Card and gateway payments where enabled.

Is GST charged? Yes, at the applicable rate on taxable supplies, shown separately on the invoice. Export of services is handled per the applicable provisions with the necessary documentation. Related: 23_Finance/02_Invoice_And_GST_Standards.md

What is on an invoice? Invoice number and date, both parties' legal names and GSTINs, service code and description, period, quantity, rate, taxable value, GST breakup, total in words, terms and due date, bank details, and the SOW or PO reference.

I disagree with one line on the invoice. What now? Tell us which line, immediately. We separate the disputed line from the rest — the undisputed balance stays payable on the original date, and we investigate the disputed line with evidence (call logs, seat-hour reports, deliverable records) and resolve within 7 working days.

What happens if we pay late? A reminder at day 1, a follow-up at day 7, a formal notice at day 15, and a suspension notice at day 30 with 7 days' warning. Interest may apply per the contract. We would much rather have a conversation about timing than send notices. Related: 23_Finance/03_Credit_Collections_And_Late_Payment.md

Can we get credit terms? Yes, subject to a credit assessment and the contract. New clients typically start with an advance on setup and monthly billing in arrears.

Are setup fees refundable? No. Mobilisation, setup, implementation and configuration fees are earned on receipt and are non-refundable in every case. They cover recruitment, training, telephony provisioning, capacity reservation and system configuration — real cost incurred before you see any output. We will always show you what was done. Related: 02_Legal/04_Refund_Policy.md

Do you give refunds? Only in one situation: if we took your money and failed to start the engagement at all, through no fault on your side. Once an engagement has commenced, fees are non-refundable. "Commenced" means the point at which we begin spending on you — allocating capacity, recruiting, provisioning systems, starting discovery — which is earlier than go-live. The full position, including exactly what counts as commencement, is in our refund policy and is incorporated into your SOW. Related: 02_Legal/04_Refund_Policy.md

What if I cancel? Cancellation ends future obligations; it does not create a refund. You serve the notice period in your SOW — 60 days on staffed BPO, 30 days on most services — and remain liable for that period in full, plus any committed cost and any balance of a minimum term. We will always tell you the exact figure before you decide.

What if the results aren't what I hoped for? That is not a refund ground, and we say so before you sign rather than after. We sell defined scope, activity and deliverables — never a business outcome. If we delivered what the SOW describes and the commercial result did not follow, the fee stands. What we will do is sit down and work out why, and what changes.

What if you miss an SLA? The remedy is a service credit against your next invoice, capped as stated in your SOW, claimed in writing within 30 days. Service credits are not paid in cash and expire on termination.

How is ad spend billed? Preferably you pay the platform directly. Where we pay on your behalf, it is pre-funded, reconciled monthly against platform invoices and shown at cost as a separate line.

Do you offer discounts? For longer terms, higher volume commitments or advance payment — not for asking. Every concession is exchanged for something, transparently.

Can we pay in USD? Yes for international engagements, via wire, with the applicable export documentation.

Who do I contact about billing? [[ACCOUNTS_EMAIL]] and your Account Manager. Escalation: Head of Finance, then Director.