Payments and charges
- How do payments work?
- Can I change or add additional billing email address(es)?
- How much would my jobs cost with surge pricing on public holidays?
- How is the Attendance Fee charged?
- (For enterprise clients) Are my invoices generated with enterprise pricing?
- How can I set up a direct debit mandate?
- Why am I getting overdue payment emails when I am on direct debit?
- Are there added fees if the direct debit fails due to insufficient funds?
- Why is my account restricted/suspended?
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
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 firstname.lastname@example.org.
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 email@example.com.
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.