Our commitment to you
This document outlines our service commitment to you, in respect of the Direct
Debit Request (DDR) made between Helix SDR Pty Ltd and You. It sets
out your rights, our commitment to you and your responsibilities to us together
with where you should go for assistance.
Initial terms of the arrangement
In terms of the Direct Debit Request made between us and agreed to by you, we
undertake to periodically debit your nominated account for any amount deemed
We will raise an invoice on the first of each month notifying you of the amount to be debited and draw payment on the 14th of each month. We will continue to
debit the account on a debit by debit basis unless notified in writing that you do
not wish for this to occur.
Changes to the arrangement
If you want to make changes to the drawing arrangements, these must be clearly
outlined in writing and sent promptly to us at email@example.com.
Changes may include deferring a drawing, altering the schedule, stopping an individual debit, suspending the DDR or cancelling the DDR completely.
You should direct all enquiries first to us, rather than to your financial institution. These should be made at least 7 working days prior to the next scheduled drawing date. All communication should include your full name and/or company name, the Serial Number of your Work Diary Mate Back Office product and return contact details. All personal customer information held by us will be kept confidential except information provided to our financial institution to initiate the drawing to your nominated account.
If you believe a drawing has been initiated incorrectly, we encourage you to
take the matter up directly with us by lodging your concern in writing direct to firstname.lastname@example.org. You will receive a refund of the drawing amount if we cannot substantiate the reason for the drawing.
Your commitment to us
It is your responsibility to ensure that:
- on the drawing date there is sufficient cleared funds in the
nominated account; and
- you advise us if the nominated account is transferred or closed.
If your drawing is returned or dishonoured by your financial institution, we will cancel this agreement and add a dishonour fee of $5 to your account. A new invoice will be raised and emailed which will be due immediately. This invoice will need to be paid manually by you via our payment portal.