Your Billing Questions Answered
Need help with billing or account questions? This FAQ provides clear answers to the most common inquiries about contracts, payments, and account management.
1. Contract and Service Terms
Q: How can a contract be terminated?
A: Either party may terminate the contract with a 60-day notice. Please note:
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No refunds are issued for prepaid fees.
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Early termination requires payment of the full remaining balance.
Q: What happens if services are suspended or terminated?
A: If payment is not received, service deactivation may occur 5 days after the invoice due date. You will receive follow-up notifications and automatic payment reminders before any action is taken.
Sprout also reserves the right to suspend or terminate services due to overdue accounts, late payments, or non-remittance. No refunds will be issued upon termination.
Q: Are Appendices part of the agreement?
A: Yes. All agreed Appendices form part of the Master Service Agreement (MSA) once the proposal is accepted.
2. Client Communication
Q: Who should I contact for billing or collection concerns?
A: For all billing and collections matters, please reach out to:
billings@sprout.ph
Q: How do I update billing contacts or invoice recipients?
A:
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To update your billing contact information, email billings@sprout.ph.
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To update or add invoice recipients, also email billings@sprout.ph with the new information.
3. Payments, Extensions, and Late Charges
Q: Can I request a payment extension?
A: Yes. Please email billings@sprout.ph to request a payment extension.
Q: Can deactivation be put on hold?
A: Yes. Requests to hold service deactivation can be submitted via billings@sprout.ph.
Q: Can Late Payment Charges (LPC) be waived?
A: LPC waivers may be requested by emailing billings@sprout.ph. Include your reason and any supporting documentation to help with approval.
4. Billing Inquiries and Disputes
Q: How do I dispute a billing amount?
A: To dispute an invoice, contact billings@sprout.ph with your concern. Our team will review and respond promptly.
Q: Can I request a breakdown of charges?
A: Yes. Email billings@sprout.ph to request a detailed billing breakdown.
Q: What happens if actual headcount is lower than what was billed?
A: It depends on your contract. If you're billed up to a fixed or minimum headcount, no credit will apply. If your contract allows credits, a credit note will be issued and applied to your next billing.
Q: Posting of Submitted Proof of Payment
A: Payment is posted within 24 hours of receipt of proof of payment. Please send your proof of payment to billings@sprout.ph.
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