Learn about accounts and billing, set up payment methods, and stay up-to-date on pricing changes

Payments and charges

Direct debit

How do payments work

Our billing cycle is processed every Tuesday for all jobs completed the week before (Mon-Sun). Please note that the due date for each invoice is 7 days after the issuing date.

We require all payments to be made via direct debit. This helps us ensure prompt and reliable payment processing and eliminates the need for manual payment processing

Below are some of the payment changes you should be aware of once direct debit is in effect

  • A direct debit charge will be on every Monday straight from your pre-agreed bank account.
  • You will receive an invoice 7 days before each payment is taken and during this time you can raise a ticket if there were any issues with the amount.
  • Your direct debit payments are protected, so you’re guaranteed a refund if a payment was ever taken in error.
  • We will be building a page on the dashboard where you can see all your past and upcoming payments and invoice list.
  • All cleaning rates will be provided once your property is set up so there are no surprises when you get your invoice.

Can I change or add billing email address(es)?

By default, the invoices will be sent to the email address of the account holder. To change or add multiple recipients, please reach out to accounts@keyninja.io.

How much would my jobs cost with surge pricing on public holidays?

Up to 100% surge pricing will apply for all jobs (Key Exchange, Cleaning, Ad hoc) scheduled on public holiday dates/observed holidays across different states. 

For any cleaning jobs, up to 100% surge pricing will only apply to the labour cost, no surcharge is applied to the cost of linen and consumables.

How is the Attendance Fee charged?

The Attendance Fee is the fee passed to hosts when there are changes made to a confirmed job (such as cancellations or reschedules) after the ninja has already proceeded with the job.

(For enterprise clients) Are my invoices generated with enterprise pricing?

Yes, the prices you see on your invoice are enterprise rates.

How can I set up a direct debit mandate?

To set up your direct debit mandate, please log in to your KeyNinja dashboard and update your Billing details under Settings page. To update your direct debit details, kindly contact our accounting department at accounts@keyninja.io.

Why am I getting overdue payment emails when I am on direct debit?

Receiving overdue payment emails despite being on a direct debit plan can be confusing and frustrating. There could be several reasons why this is happening:

  • Technical issues: There could be a glitch or an error in your account setup

  • Incorrect account information: If the wrong bank account information was provided

  • Insufficient funds: When there are insufficient funds in your bank account to cover the direct debit payment

  • Delays in processing: Sometimes there may be a delay in processing direct debit payments, which could result in an overdue payment email that you can choose to disregard

If you are receiving overdue payment emails despite being on a direct debit plan, please contact us to investigate the issue and resolve it as soon as possible.

Are there added fees if the direct debit fails due to insufficient funds?

There would be no added fees. However, please note that overdue payments will cause your account to be restricted or eventually suspended if left unresolved.

Why is my account restricted/suspended?

There could be several reasons why your account has been restricted or suspended:

  • Violation of terms of service: If you have violated the terms of service of the company. This could include fraudulent behaviour, spamming, or posting inappropriate content

  • Overdue payments: If you have outstanding or overdue payments, your account may have been restricted or suspended until the payment is received

  • Suspicious activity: If we have detected suspicious activity on your account, such as unauthorized access, your account may have been restricted or suspended for security reasons

  • Technical issues: There may be some technical difficulty with your logging in or retrieving account information, your account may have been restricted or suspended until the issue is resolved

If your account has been restricted/suspended, please contact us as soon as possible to determine the reason, find a resolution, and reinstate your account.