I've spent some time with our accounts ladies to understand how we process debit orders and then at the same time clear up the issue regarding whether Plugg is subjecting their users to a notice period of 30 days.
I can say with 100% certainty (and authority) that Plugg requires no notice period for when it comes to cancellations no matter what your method of payment. Plugg bills for its service in advance for the month ahead (eg Plugg would action a debit order at the beginning of June, for the use of the service during June) so you can cancel anytime during the month via the Plugg website.
Debit Order Processing
Debit orders are usually processed within five working days, after the first business day for that month.
The debit order batch will initiate around 23:00 on the last day of every month, which means that on the first of the month Plugg will receive a message back from the banking system to inform them that a request for funds has been sent to the various banks (whether debit order or credit card). Depending on your bank, that transaction might reflect anything from the 2nd up to the 5th on your-side. Plugg needs to wait till the 7th of each month to get confirmation of the debit order or whether it is a matter of insufficient funds, wrong account numbers and so forth.
Returned debit orders usually ends with a suspended account.
Sometimes the 1st falls on a weekend or even public holiday hence things are only processed the first business day of that month.
As for cancellations.
Cancellations
That totally depends on which banking system you use to manage the debit orders. With Plugg it is quite straight forward.
If the cancellation is done via the Plugg Website:
- before 21:00 on the last day of the month, the debit order for the upcoming month will not take place.
- between 21:00 and 23:59, the debit order will take place. Plugg will look whether there are any usage in the new month and if none, a refund will be processed by the 15th.
If you find that you have cancelled the account before 21:00 on the last day, and a debit order does go through (it happens) then customers could just log a call and accounts will process a refund from the system by the 15th.
It is advisable to use the functionality via the website to cancel your account as an email to accounts could end up being delayed. There is no point in emailing on the last day of the month which happened to fall on a weekend/public holiday in order to cancel, as it will not be processed in time.
I hope this helps clear up any confusion regarding the debit orders and cancellations. If you have any further questions please drop me an email and I will find the answers for you while attending to my Janitorial duties.
But to sum up, cancellations are processed in the current month without a notice period.
The terms and conditions will be updated to correct reflect clause 18.
Last edited:
