Invoice errors, payment reminders and refunds
What to do if the invoice amount is not correct, what happens if you do not pay on time, and when you can get a refund or a price reduction.
This is part of Payment and invoice.
What do you do if something is not correct?
If the amount does not match what you expect, get in touch before the due date. Reply to the email containing the payment link and state the order, invoice number if you have it, and what you need clarified. We will review the amount and correct it if anything is wrong. Do not send payment card details or login codes.
Move-out cleaning and other one-off assignments do not have a Messages function in My cleaning. If you have access to the customer portal for another agreement, you can instead reply in that existing conversation or select New conversation there. The screenshot below applies to customers with portal access.
What happens if you do not pay on time?
If the invoice is unpaid by the due date, we send reminders by email and SMS with the payment link. Reminders are only sent on business days. The first reminders do not incur a reminder fee. Subsequent reminders may incur a reminder fee, and statutory interest on late payment may apply. In Norway, the final reminder may be a debt collection notice with at least 14 days' notice. If you do not pay within the deadline, the claim may be sent to debt collection.
If you have already paid, or if you believe the claim is incorrect, reply to the email with the reminder or write to kontakt@vaskeladden.com. State the invoice number. Payment should be on hold while a documented discrepancy remains unresolved. Contact us to confirm the status of your invoice.
Refunds and price reductions
If the question concerns defects in a B2C one-off assignment, we rectify reported discrepancies free of charge within a reasonable time. Under the standard terms, a price reduction or other financial compensation is only relevant if Vaskeladden does not offer or carry out rectification. Discrepancies that have already been rectified without notice cannot be inspected and do not entitle you to compensation. An approved price reduction is processed as a credit note, and you will be notified by email. If you paid via the payment link, the amount is refunded via the payment method used. If payment has not yet been made, you will receive a new invoice with a payment link for the lower amount. The old link will then no longer work.
See How to report a discrepancy or complaint for how to notify us. If you have questions about refunds upon cancellation or an error on an invoice, reply to the email from us and state which invoice and order it concerns. We evaluate the case based on your agreement.