Billing and payments

Invoice and payment schedule

Billing cycle

LocalPref issues invoices monthly on the anniversary date of your service activation. Each invoice covers the upcoming service period from the invoice date unless otherwise specified on the invoice.

Payment terms

Payment due date: all invoices are due within 14 days of the service going active.
Payment methods: we accept the following payment methods with no surcharges:

• Credit card (Visa, Mastercard, American Express)
• Direct debit from bank account
• Bank transfer

Direct debit setup

You can manage your automatic payments through our customer portal or by contacting our support team. Direct debit ensures you never miss a payment and helps maintain uninterrupted service.

Late payment fees

A $15 late payment fee applies to invoices not paid by the due date. We'll notify you before applying any late fees and work with you to resolve payment issues.

Payment assistance and financial hardship

We understand that life circumstances can impact your ability to pay bills. If you're experiencing financial hardship, we offer various payment assistance options including:

• Customised payment plans based on your financial situation
• Temporary payment deferrals or extensions
• Bill adjustments or credits where appropriate
• Flexible arrangements during difficult times

Contact our billing team to discuss your situation confidentially, and see our Financial Hardship Policy.

Credits and refunds policy

Understanding credits vs. refunds

Credits are amounts added to your LocalPref account by our customer service team to:

• Correct billing errors
• Compensate for service downtime or faults
• Apply promotional adjustments

Credits remain on your account and automatically apply to future invoices.
Refunds are credits returned to your original payment method (bank account or credit card).

Service credit guidelines

We provide credits for service disruptions according to these principles:

• Minimum disruption: credits are assessed for service faults lasting at least two business days.
• Coverage: credits cover the cost of lost service only, not third-party alternatives (mobile hotspots, etc.).
• Assessment: credits are typically evaluated after the service disruption is resolved.
• Case-by-case basis: residential service credits are assessed individually based on the specific circumstances.

Cancellation and refund process

Service cancellation:

• Contact our billing team for cancellation requests.
• Minimum 3 business days notice required before billing cycle renewal.
• Early termination fees may apply to contracted services.

Prepaid service refunds:

• Any amounts paid in advance are credited to your account upon cancellation.
• Credits can offset final charges or be refunded to your payment method.
• Refunds process within 5–10 business days after account closure.

Pro-rata policy:

• No pro-rata credits or refunds for mid-month cancellations.
• Services remain active until the end of the current billing period.

Equipment and hardware

Purchased equipment:

• Equipment refunds available if cancelled before delivery.
• No refunds for equipment that's compatible with other service providers.
• Full refund for provider-specific equipment that cannot be used elsewhere.
• Equipment must be returned in good condition (normal wear excepted).

Leased equipment:

• Must be returned upon service cancellation.
• Damage assessments apply beyond fair wear and tear.
• Outstanding lease payments due upon early cancellation.

Account management

Updating payment information

You can update payment methods anytime through:

• Our customer portal
• Contacting customer service
• Automatic updates for card replacements (where supported)

Billing inquiries

For billing questions, payment issues, or account adjustments:

• Email: billing@localpref.com.au
• Phone: 08 9465 2710
• Portal: access detailed billing history and payment options online.

Overpayment resolution

If you've overpaid your account:

• We'll issue a corrected invoice or adjustment note.
• Overpayments are credited to your account.
• Refunds processed promptly for cancelled services (after deducting any outstanding amounts).

Important notes

• Price changes: service prices may change with 30 days written notice.
• GST and taxes: all applicable taxes are clearly itemised on invoices.
• Currency: all amounts are in Australian dollars.
• Business days: payment processing occurs on Australian business days (Monday–Friday, excluding public holidays).