• I have questions regarding my Vanilla account. Who do I contact with queries?

  Please reach out to Shereen or Nadia regarding any account queries on accounts@vanilla.co.za or call 021 488 2800.

• How does Vanilla billing work?

  Vanilla uses an automated billing system called Billy. Your bill is generated automatically and sent by the system at the end of your billing period to the email address which was used to create your account.

  Most Vanilla services are billed on a monthly basis on the date your account was activated. You can opt for an annual subscriptions for email hosting at a reduced rate. This will be billed once per annum starting on the date that your email account was activated.

  Contact us if you wish to add or remove recipients of billing.

• What’s Vanilla’s billing period?

  Most Vanilla services are billed on a monthly basis on the date your account was activated. This is usually on the 21st of the month, payable by the 7th of the following month. You can opt for an annual subscription for email hosting at a reduced rate. This will be billed once per annum starting on the date that your email account was activated.

• What are Vanilla’s payment terms?

  By default we expect payment on presentation of the invoice, we allow you 7 days - from you receiving the bill - to make payment. Should you wish to negotiate different terms please do not hesitate to be in contact. If you have not paid within 7 days we reserve the right to suspend your service, so please do pay promptly.

• What do you mean by “month-to-month”?

  Enjoy the freedom of Vanilla! Only ever pay for what you use - no more, no less. And we’ll never lock you into a contract. Our transparent pricing means you'll never face unexpected price hikes on renewal. Love us or leave us. Your account works on a rolling basis, giving you the flexibility to pause, or cancel at any time.

• Can I set up a debit order with Vanilla?

  Sure, you can opt to pay your monthly charges by direct debit order. Please complete our Debit Order instruction for an individual or business.

• What is my Vanilla customer account number?

  Each Vanilla customer gets a unique account number from our billing system, like KAP001. You can find it at the bottom of every invoice. Please use this number when contacting us - it helps us quickly match orders and payments to your account.

• How does prepaid versus postpaid work?

  Typically we invoice committed expenditure on a prepaid basis since we are committed to providing this service during this period, so we will bill 'line fees' (for the connection) in advance. Similarly, fixed price usage (or 'uncapped') is committed so that it would be billed in advance, additional usage or postpaid usage would only be billed in arrears (i.e. after you have used it).

• What are Vanilla’s preferred payment methods?

  The default way to make payment is by EFT. Please make sure that it’s correct when you receive the bill, before making an internet banking payment to us.
  Alternatively, you can set up a convenient debit order to automatically deduct payment each month. Please complete and sign the Vanilla order mandate here.

• How does billing work for domain name renewals?

  You will be billed once per annum starting on the date that your domain has been registered, and every year two months prior to that date to the renewal confirmation.

• Can I use Billy for my own customers?

  Yes! Vanilla built Billy with you in mind, so you can automate your billing with the same engine. Contact us and we’ll set you up!

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