Credit Notes & Adjustments

Sometimes a bill needs correcting or a credit is agreed after a service issue. In these cases, we apply a credit note or billing adjustment to your account.

This guide explains what credits are, when they are used, and how they affect your bill.

What is a credit note?

A credit note reduces the amount you owe.

It is normally used to:

• Correct a billing error
  
• Apply an agreed service or goodwill credit
  
• Adjust charges after a package change
  
• Return money that was overpaid or charged incorrectly

Credits appear clearly on your invoice and are automatically deducted from your next payment.

When you might receive a credit

1. Billing corrections

You may receive a credit if there was:

• A duplicate charge
  
• An incorrect amount
  
• A charge that should not have appeared
  
• A discount or package change not applied correctly

Corrections are applied as soon as the issue is identified.

2. Service issues

If a confirmed service issue has occurred and a credit is agreed, we will apply a credit note.

Service credits are calculated based on:

• The impact of the issue
  
• The dates it occurred

This ensures the adjustment is accurate.

3. Package changes

If you change package, you may see:

• A credit for unused days on your old package
  
• A charge for days on your new package

This ensures you only pay for the correct dates.

4. Duplicate or incorrect payments

You may receive a credit if:

• A payment was taken twice
  
• A payment was applied incorrectly
  
• A fee was added in error

Where appropriate, a refund may be issued instead.

How credits are applied

Credits are normally used to reduce your next bill automatically.

Example:

Monthly charge: £30

Credit applied: £10

Next bill: £20

Multiple credits will appear as separate line items on your invoice.

Refunds instead of credits

A refund may be issued when:

• An account closes with a credit balance
  
• An overpayment has been made
  
• A Direct Debit error must be returned to your bank

Refunds are processed once the balance is confirmed.

How long adjustments take

Typical timeframes:

• Billing corrections: same or next working day
  
• Approved service credits: applied to the next invoice
  
• Refunds: usually 3–5 working days after approval

All credits and adjustments are itemised on your bill.

How to request a billing check

If something on your bill does not look right:

• accounts@vfast.co.uk
  
• 01227 668901

Have your Account Number ready.