ERS Refund Policy

We will not refund any part of the subscription fee once it has been received by us unless the fee has been debited wrongly by reason of administration error or mistake on our part.

1. I think there’s a mistake on my invoice.

We make sure that any charges added to your invoice are very clear so that you know exactly when and how any charges on your account were incurred.  For example any phone calls listed on your invoice will showing you when a call was made, how long it was for, the name of the account holder making the call, the Operator who made the call for you, the number the call was made to and even it’s location.   This is so you can have complete control over your account at all times.    However, if you feel that a charge has been added to your account by mistake, please submit a ticket to our Support Centre as soon as possible and we will investigate further for you.   If a mistake has been made, we will credit those charges together with the VAT back to your account.

2. What is a ‘late payment fee’ and why do I have to pay it?

When your invoice becomes due for payment, you will receive an email notifying you of this.  You will see on the invoice that you are asked to pay your invoice within 14 days or you will incur a late payment fee.    You will continue to receive emails from our Accounts system reminding you that there is an invoice due for payment.  If you do not respond to our emails and the invoice remains unpaid, the late payment fee will be added to your invoice and you will be notified of this.

If you usually pay on time and have just overlooked one invoice or forgotten about extra call charges on one occasion, we may make an exception and waive the late payment fee as long as you quickly bring your account up to date.   However, if you regularly fail to pay your invoice, there will be no exceptions and the late payment will be added to your invoice.

If you continue to fail to pay your invoices and do nothing to contact us then your account will be blocked and your debt transferred to our parent company, ETT International, so that they can agree a repayment plan with you or start Debt Recovery proceedings. 

Ultimately, by not paying your bills, you are forcing our other clients to pay for your service for you.  This is not fair or acceptable.   If you agree to a debt repayment plan with us and then fail to honour that agreement  by allowing your payment to fall behind again, then additional late payment fees will be added to your account and the file will be forwarded to a Debt Recovery agent where additional legal fees may also be added on to your debt.

Most importantly, if you receive an email from us about an overdue invoice, please don’t ignore it!   Even if you think it is a mistake.   Check your account to see if there are any extra charges that you have missed or card payments that failed to go through.   If you think it is a mistake, contact us and we’ll look into it for you.   If you’re having financial difficulties, let us know and we’ll see if we can help.   If you do not contact us or leave it too late, there will be nothing we can do to help and your debt will increase the longer you ignore the situation.