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Kleenheat’s Direct Debit Service Agreement

The customer and Kleenheat agree that the following terms and conditions shall govern the use of the direct debit request:

  1. Kleenheat will only debit the customer’s account or card as authorised by the customer in accordance with this agreement.
  2. Where a customer is on a Contract that does not require payment by monthly instalments, Kleenheat will debit the total amount of each bill from the customer’s account or card on the payment due date.
  3. Where a customer is on a Contract that requires payment by monthly instalments, instalments will be direct debited on a day of the month the customer nominates. The customer agrees not to cancel, suspend, alter or defer their direct debit arrangement without informing Kleenheat.
  4. When the Contract ends or is terminated, Kleenheat will issue the customer with a final bill for any outstanding amounts owed by the customer. Kleenheat will debit the customer’s account or card for the amount of the final bill on the due date stated on the final bill.
  5. If a direct debit is due to be processed on a certain day and for any reason it cannot be processed on that day, the direct debit will be processed as soon as practicable and within 3 business days after the date the direct debit was due to occur. This includes when the direct debit is due to be processed on a day that is not a business day. If the customer is uncertain as to when the direct debit will be processed to their account, they should check with their financial institution.
  6. Customers wishing to alter, defer or cancel the direct debit arrangement, or stop a direct debit, must do so at least 5 days before their account or card is due to be debited, by any of the following methods:
    • (a) online in their My Account,
    • (b) by contacting the Kleenheat Customer Service Team on 13 21 80, or
    • (c) by writing to Kleenheat at PO Box 4184, Myaree Business Centre, Western Australia 6960.

    Customers wishing to cancel the direct debit arrangement or stop a direct debit may alternatively direct a request to their financial institution to do so.

  7. The customer will ensure that:
    • (a) the nominated account or card can accept direct debits and has sufficient cleared funds in the account or available balance on the card to meet any payment obligations to Kleenheat, and
    • (b) they advise Kleenheat if the nominated account or card is to be closed or cancelled.

    The customer is advised to check the account details provided for the nominated account against a recent statement issued by their financial institution.  If the customer is uncertain about their account details, or if their account can accept direct debits, they should check with their financial institution.

  8. If the customer believes that they will be unable to meet any direct debit payments they must contact Kleenheat immediately.
  9. Kleenheat will keep all information relating to the direct debit arrangement confidential and will only disclose the information as required for the purpose of performing the agreement.
  10. Any additional fees or charges incurred by Kleenheat as a result of the customer breaching these conditions will be added to the account.
  11. Kleenheat will provide at least 14 days’ notice of any proposed variation to the arrangements.
  12. If the customer believes that there has been an error in debiting their account, the customer should contact Kleenheat directly. Kleenheat will investigate the issue and:
    • (a) if Kleenheat concludes that the customer’s account has been incorrectly debited, Kleenheat will:
      1. credit any overpaid amount to the customer’s next bill, or
      2. if there is no further bill, refund the amount to the customer’s account, in accordance with the customer’s instructions

      and confirm this with the customer in writing; or

    • (b) if Kleenheat concludes that the customer’s account has not been incorrectly debited, Kleenheat will inform the customer of the reasons for its conclusion in writing.

    Alternatively, the customer can take it up directly with their financial institution.

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