ScaleMatrix Billing Policy

ScaleMatrix has established a standard billing policy. Unless you have a written customized contract with ScaleMatrix for special services dated after the document revision date set forth below, this policy supersedes and replaces all existing billing policies applicable to your account.

You must provide ScaleMatrix with complete and accurate billing information at the time of account creation and update this information within 30 days of any change. Billing information includes your business's legal name, physical address/mailing address, telephone number, and email address. You are responsible for making payment in full to ScaleMatrix for any account you have opened. Once an account has been opened it is deemed “active” whether or not the account is being used. Invoicing and services will remain “active” until your account has been terminated.

Online Secure Account Center – ScalePanel

Secure online access to your account information is available and can be updated through your client portal, ScalePanel. Billing is performed automatically on a monthly basis on the account.

Invoicing

In general, services are billed in advance with the exception of bandwidth overages, power overages, licensing, etc.

Your billing statement is sent to you electronically on the 1st of each month. Payment is due the following 1st. For example, the invoice sent on April 1st will be due on May 1st. Any new services will be invoiced separately, due upon receipt, for the full amount.

If your account is more than 60 days past due or if you have not paid by your due date on two or more occasions within a six month period, you will receive a suspension notification in the ScalePanel. Within 24 – 48 hours from this notice, ScaleMatrix reserves the right to suspend your services.

ScaleMatrix reserves the right to charge late fees for past due accounts. There is a 10-day grace period to receive payment. On the 11th day, late payments will have a 0.05% daily finance charge added to the statement retroactively to the first day considered late or a flat fee of $10, whichever is greater. For example, the statement is due on the 1st and payment is received on the 12th. The late fee will be charged for 11 days (1st – 11th).

In addition to the late fees, ScaleMatrix may also assess the Account Service Fees listed below.

Account Service Fees

Credit Card Surcharge: 3% per transaction
Late Fee: 0.05% daily finance charge or $10 whichever is greater.
Declined Credit Card: $5.00 per incident
Stop Payment/Returned Payment (NSF): $25.00 per incident
Reconnect Fee: $20.00
Default/Collection Costs: minimum fee of $50.00

Billing Errors & Disputes

In the event you receive an incorrect invoice or do not receive an invoice at all, you are advised to immediately call or email us to resolve the error. An inaccurate invoice or missing invoice does not negate charges for service or change the date for which payment of the service is due. We understand that invoicing errors can be frustrating. It is our policy to minimize billing errors and to pursue a solution as swiftly and efficiently as possible.

In the event you dispute an invoice, you must pay the fees in such invoice in full by the due date and file a separate written dispute with ScaleMatrix within thirty (30) days from the date of receipt of the applicable invoice. In your written dispute, include a summary of the dispute together with supporting documentation. Following our receipt of your dispute summary and supporting documentation, we will investigate and make a final determination on the dispute in our reasonable discretion. For any sums found to be owed to client, we will issue you a credit on your next succeeding invoice.

All billing disputes must be sent in writing by postal mail or by email to the contact information below. Any billing errors and disputes not made in writing with supporting documentation within thirty (30) days from the date of receipt of the applicable ScaleMatrix invoice are waived. ScaleMatrix will not be liable for any losses you incur from the disconnection or termination of services related to non-payment.

Refunds

ScaleMatrix does not issue refunds for partial month’s service whether or not the service has been used. For all other circumstances, please allow up to 30 days for processing.

Cancellations

Client must provide SM with a thirty (30) day written notice of cancellation to terminate any Agreement. Fee schedules for month-to-month services vary from annually contracted services.

Methods of Payment

For your convenience, ScaleMatrix accepts ACH, wire transfer, Visa, MasterCard, American Express, Discover, money order, and check payments. We offer a 1% discount off your monthly recurring amount for enrollment in recurring ACH payments.

If the account cannot be paid due to a declined credit card / ACH, ScaleMatrix will make one additional attempt to charge the card. It is the client’s responsibility to update ScaleMatrix with accurate payment information.

For assistance with billing or to make an electronic payment, please contact our Accounts Receivable Department.