Late Payment Policy

This page explains, in plain English, how we handle an invoice that goes past its due date. It applies to invoices issued by Tidalux Ltd for any Tidalux product or service, unless a written proposal or service schedule says something different for your account.

1. When an invoice is due

Every invoice shows its own due date. Unless your proposal or service schedule sets a different payment term, invoices are payable on that date. You can always see the exact due date, amount outstanding and payment options on the invoice itself, in the client portal, or on the public payment link we send you.

2. Reminders before anything is added

Nobody gets a fee out of nowhere. Before the point where a late fee can apply, we track an invoice through a short set of internal stages so we know where it stands: open, a gentle reminder shortly after the due date, and a first formal notice around a week overdue. Reminder emails link back to this page and show the invoice balance and due date, so it is always clear what is owed and by when.

Where automated reminder emails are switched on for your account, they explain the situation plainly and give you a direct way to pay or get in touch. If you would rather deal with a person than an email, just reply, or contact us using the details below.

3. When a late fee may apply

From 14 days after the invoice due date, and only if the balance is still outstanding, we may add a late fee to reflect the cost and disruption of chasing payment. Where our percentage-based fee applies, the current rate is 10% of the invoice total, capped at £100.00 per invoice. This is set in our billing settings and this page always shows the same figure used on your invoice and reminder emails, so the two can never disagree.

Adding a late fee is not automatic on every account and is applied at our discretion, case by case. We would rather have a conversation about a genuine cash-flow problem than add a fee to a client who is dealing with us in good faith. If we do apply one, it will be shown clearly as a line on your invoice or a follow-up communication, never hidden in a total.

4. Continued non-payment

If an invoice stays unpaid well beyond the due date and we have not heard from you, we may pause the related service, for example a website, hosting account or WaveAI collection, until the balance is settled. We do this manually, invoice by invoice, and always try to warn you first by email. It is not something a computer does automatically at a fixed point; it is a last resort a person at Tidalux decides on when other attempts to reach you have not worked.

We do not want to pause anyone's website. If you are worried about reaching that point, contact us before it happens, not after.

5. How to sort out a payment problem

If you cannot pay an invoice on time, tell us as early as you can, ideally before the due date. Email legal@tidalux.io or hello@tidalux.io with the invoice number and a realistic date you can pay by. We are a small studio and can usually agree a short extension or a payment plan without any fee being applied, particularly for a first-time issue.

If you disagree with a fee that has already been applied, or think an invoice is wrong, contact us at the same address and we will look into it properly rather than defaulting to "the system says so".

6. Changes to this policy

We may update this policy from time to time, for example if our fee rate or reminder timings change in billing settings. The “last updated” date at the top of this page always reflects the current version, and the rate shown above is read live so it never drifts from what appears on an invoice.

7. Contact

Questions about this policy or a specific invoice: email legal@tidalux.io or hello@tidalux.io. For contract terms generally, see our Terms of Service.