Billing,in plain English.
Due in 5 days. Late fee after that. Service restricted at 14 days. No surprises.
How we bill, what we accept, when payment's due, and exactly what happens if something goes wrong with a payment. Most customers never need any of this — it's set up with Direct Debit on the customer portal and runs by itself. This page is for the moments when it doesn't.
Last updated · 8 February 2026
Standard payment window after invoice issue.
Invoice issued → 5 calendar days to settle → £5 late-payment fee may apply on day 6 → service may be restricted any time after due date → cancellation possible if still unpaid after day 14.
Four payment methods. UK accounts.
We don't charge a card-handling surcharge. Direct Debit is the smoothest for ongoing billing — it sits behind a Bacs Direct Debit Guarantee covering you against errors.
Credit card
Visa, Mastercard. Initial invoices may require a credit or debit card before service activation, particularly when Direct Debit will be used thereafter.
Debit card
Same gateway as credit cards. No surcharge. Card details are stored and managed by our payment gateway provider, encrypted to industry standard — we don't retain full card numbers internally.
Direct Debit
UK customers only. Set up via the portal once your first invoice settles. Covered by the Bacs Direct Debit Guarantee — see /legal/ddguarantee.
Automated card payment line
Customer-only 24/7 line for one-off card payments. Takes Visa / Mastercard. The number is printed on your invoice and visible in the portal — we don't publish it externally.
New account flow. Card first, DD after.
- 01Order at checkout
Pick monthly card payment as the initial method. This guarantees the first invoice settles before we provision the service.
- 02First invoice clears
Once the first bill is paid, you can switch to Direct Debit through the customer portal — most customers do this immediately.
- 03Service provisioned
Typically within 1 hour when orders are placed during standard business hours (Mon–Fri, 9am–5pm). Outside those hours, weekend or bank-holiday orders may experience a delay.
- 04Invoices land electronically
All invoices are issued by email + appear in your portal. You can pull payment history at any time. Keep contact + billing-email details current — that's on you.
5 days to pay. 14 days max.
Invoices are due within 5 calendar days of issue. We are not a bank — sustained late payment puts us, and other customers, at risk.
Invoice issued
Emailed and posted to your portal the moment billing runs. Same-day visibility — no surprises six weeks later.
Payment due
Direct Debit collection runs on the cycle date you agreed. Card payments must clear by end-of-day 5.
£5 late-payment fee may apply
Added to the next invoice. We don't auto-apply this on first-time misses — first late payment usually gets a courtesy nudge.
Service may be restricted or suspended without notice
We may restrict outbound calls, throttle data, or suspend the service if the payment remains unsettled.
Additional 10% charge may apply
Payments overdue beyond 5 days from the due date (i.e. 10+ days from invoice issue) may attract an extra 10% of the outstanding balance as a recovery charge.
Cancellation possible
Service may be cancelled if the invoice remains outstanding 14 days post-invoice date. Reinstatement is not guaranteed.
What happens when a payment fails.
Failed Direct Debits, chargebacks, and reversals carry costs we pass on. We'll always tell you it's happened — service is restored as soon as the balance clears.
- We may pass on charges incurred from failed payments — failed Direct Debits, chargebacks, or payment reversals.
- For payments overdue beyond 5 days from due date, an additional 10% of the outstanding balance may apply as a recovery charge.
- Further service restrictions remain in place until full payment is received.
- We reserve the right to pursue debt recovery action as necessary on long-standing arrears.
- Before any of that bites, you can set up a self-service repayment plan in the portal — see Section 05. It will lift suspension on the first instalment clearing.
Far behind? Set up a plan in the portal.
If a balance has grown beyond the standard recovery window, log into portal.giant.net.uk → Billing → Repayment plan and set up an instalment schedule yourself. Approval is automatic for plans that fit the criteria below — no need to call, no negotiation with a debt collector, no judgement.
- 1Log into portal.giant.net.uk → Billing → Repayment plan.
- 2The portal shows your total outstanding balance and suggests instalment options (typically over 2–6 months).
- 3Pick a plan, confirm a payment method, and the first instalment is taken immediately — service is unsuspended at that moment if it had been restricted.
- 4Subsequent instalments run on your chosen date until cleared. The portal tracks progress.
Why we offer this
Most arrears aren't malice — they're a missed Direct Debit during a stressful month. Rewarding consistent repayment with restored service (rather than cancellation + a permanent black mark) is the cheaper outcome for both sides.
Good to know
- Restoring service mid-plan rewards good repayment behaviour.
- Missing a planned instalment can re-restrict service until the next attempt clears.
- One plan at a time per account. If circumstances change, contact [email protected] before the next instalment fails.
Service cancelled? Here's the path back.
Reinstating service after non-payment cancellation may require:
- A new subscription
- Setup or activation fees, where applicable
- Settlement of any outstanding balance
Reactivation is not guaranteed and depends on network or platform availability at the address.
How we change prices.
We're upfront about how prices can move during your contract. No CPI+3.9% creep buried in the small print.
Notice on any change
Minimum 30 days' notice before a price change takes effect. Notification arrives by email + portal.
Material-change exit
If a change is to your material detriment you can terminate the affected service free of charge within 30 days of the notice (Ofcom GC C1.6).
Frequency limit
Maximum one price change per 12-month period per service. Continued service use after notice constitutes acceptance.
Billing extensions + adjustments. Ask us.
If money's tight one month, the worst thing to do is go quiet. Get in touch before the due date and we'll work with you.
Billing extensions
Subject to case-by-case review. Doesn't suspend interest / late-payment fees in every case, but means service stays on while we agree a new date.
Billing date changes
Change your billing cycle date to align with payday or another regular income event. Requested via support; we'll confirm in writing.
Payment method removal
You can request removal of a stored card or DD instruction any time provided no outstanding invoices exist. Processed via support / the portal.
Talk to us early
All requests are evaluated individually through support channels. Approval isn't guaranteed but we'll do what we can if you reach out before things escalate.
Billing question? We're here.
Accounts team picks up Mon–Fri, 9am–5pm. Outside that, drop us a line and we'll come back to you the next working day.