How invoicing, payment terms and our credit control process work.
KeySIM operates a fair and transparent credit control policy. We aim to balance the need for responsible financial controls with supporting customers who may be experiencing genuine payment difficulties.
Invoices are normally issued on the first day of each month and cover services provided during the previous month. Our standard payment terms are 30 days from the invoice date.
Customers can pay by Direct Debit, credit or debit card, or BACS transfer.
Each invoice is accompanied by a complete itemised breakdown showing charges on a SIM-by-SIM basis.
If an invoice remains unpaid after its due date, our credit control process will normally follow the broad timeline below:
| 7 days overdue | Account statement sent |
| 11 days overdue | First payment reminder sent |
| 15 days overdue | Second payment reminder sent |
| 19 days overdue | Third payment reminder sent |
| 21 days overdue | Notice of intended service termination issued |
| 25 days overdue | Final termination reminder issued |
| 30 days overdue | SIM services may be terminated and confirmation sent by email |
These timescales are a general guide and may be affected by weekends and bank holidays. KeySIM reserves the right to amend or delay the process depending on the customer's circumstances, payment history and any communication received.
Termination of SIM services does not remove the customer's responsibility to pay outstanding invoices or any other charges due under the applicable terms and conditions.
Where invoices are repeatedly paid late, KeySIM may review, reduce or withdraw the customer's credit terms. This may include requiring payment by Direct Debit, payment in advance, or settlement of outstanding balances before further services are supplied.
Customers will be notified of any change to their payment terms before the revised terms take effect.
If you are unable to pay an invoice by its due date, please contact our Customer Services team as soon as possible. We will review your circumstances and, where appropriate, escalate the matter internally to determine whether alternative payment arrangements can be agreed.
Any query or dispute concerning an invoice should be raised promptly. Raising a query relating to part of an invoice does not remove the requirement to pay any undisputed amount by its due date.
Contact Customer Services