Direct Debit Policy

1. About Direct Debit

Direct debit is a convenient way to pay your electricity bills automatically from your nominated bank account or credit/debit card. Enebill uses secure payment processors (Stripe and GoCardless) to manage direct debit arrangements.

2. Setting Up Direct Debit

To set up a direct debit arrangement:

• Log in to your customer portal
• Navigate to "Payment Methods"
• Add your bank account or card details
• Provide your consent for Enebill to debit your account

Consent: By setting up direct debit, you authorize Enebill (User ID: [Insert Sponsor ID]) to debit your nominated account for electricity bills as they become due.

Security: Your payment details are encrypted and securely stored. We comply with PCI-DSS standards and never store full card numbers in our systems.

3. Advance Notice

We will provide at least 5 business days' notice before debiting your account, including:

• The amount to be debited
• The date of the debit
• Your account number

If we need to change the amount or date of a scheduled debit, we will notify you at least 3 business days in advance.

4. Changing or Cancelling

You can change or cancel your direct debit arrangement at any time by:

• Logging into your customer portal and updating payment methods
• Contacting us via email or phone
• Contacting your financial institution directly

Notice period: Please provide at least 3 business days' notice before the next scheduled debit to ensure the cancellation is processed in time.

5. Disputes and Refunds

If you believe a direct debit has been made in error or without authorization:

1. Contact Enebill immediately at billing@enebill.com.au
2. You may also contact your financial institution to dispute the transaction
3. We will investigate the matter within 5 business days
4. If we agree the debit was incorrect, we will refund the amount promptly

Your rights: You have the same rights to dispute a direct debit as you do with other banking transactions. Your financial institution can provide further information about the Direct Debit Request Service Agreement.