Payment and Debt Policy

At Orbus, we understand that life doesn’t always go to plan. If you're facing financial difficulties or struggling to pay your bill, we’re here to help. Our goal is to support you through a fair and transparent process that keeps you connected whenever possible.

Talk to Us Early

If you think you might miss a payment, please contact our Customer Support team as soon as possible. The earlier we know, the more options we can offer.

Email: customercare@orbus.uk

Phone: 0700000000

Support hours: [Insert opening hours]

How We Can Help

We may be able to offer:

  • A temporary payment arrangement
  • A change in your billing date
  • A reduced-speed service to lower your monthly costs
  • Help accessing independent debt support services
If a Bill Goes Unpaid

If a payment is missed and no alternative arrangement is made, we will:

  • Send reminders to let you know the payment is overdue.
  • Attempt to take payment again via your Direct Debit or stored card.
  • Charge a handling fee for failed Direct Debit payments (see Price Book).
If payment still isn’t made:
  • We may suspend your service.
  • We may refer the debt to a third-party debt collection agency.
  • We may report the unpaid balance to a credit reference agency, which can affect your credit rating.

You will always receive prior notice before any of these steps.

Your Information and Privacy

We treat your data with the highest level of care. If your details are shared with a debt collection or credit reference agency, it will be solely for the purpose of recovering outstanding amounts in line with our Privacy Policy and UK data protection laws.

Independent Support

If you need free, independent financial advice, we recommend:

Need This in a Different Format?

We’re committed to supporting customers with additional needs. If you need this policy in a different format or language, please let us know.