Paying an invoice

Today an unpaid invoice is settled by bank transfer, to the account given below: we do not send payment links yet. This page explains how they will work when they arrive.

When one of your invoices is left unpaid — most often because the bank returned a direct debit — we send you a link so you can settle it by card or with Bizum, without having to ring anyone or go anywhere.

Don Rayo generates the link from its own management system and sends it to you by e-mail or over WhatsApp, from our usual channels. Opening it shows you the amount and which invoice it belongs to before you pay anything.

If a link reaches you and something about it does not add up, do not pay it: write to hola@donrayo.es or call 722 321 457 and we will check it. We are here Monday to Friday, 09:00 to 18:00 (Canary Islands time); closed on Saturdays and Sundays.

You can settle an outstanding invoice in either of two ways. Both are equally valid and neither carries a surcharge:

• With the payment link we sent you, which opens on the gateway secure screen.
• By bank transfer to ES69 2100 6965 6102 0034 3036, an account held by Solbizz Canarias S.L.U.

If you have already transferred without a reference, do not pay again: write to hola@donrayo.es with the date and the amount and we will find it.

Only an invoice that has already been issued and is outstanding, for its exact amount. The link cannot change the figure, charges no surcharge that is not on the invoice itself, and cannot be used to buy anything new.

The payment methods accepted are card, Bizum, Apple Pay and Google Pay. The ones you can use in any given case are the ones the link screen itself offers you, and the bank transfer in the section above is available in every case.

When the bank returns a direct debit, it charges us a fee for that return, and that fee is passed on to you on your next invoice: 4,00 € plus the IGIC due on it, which is the 4,28 € shown in the table below. It is not a penalty of ours and it is not interest on the debt; it is the cost the return generates, passed on as it stands. It is not charged when the return is caused by a mistake of ours, a duplicate charge, or a bank or payment-provider error that is not your doing.

To put the payment right you have the two routes in the section above: the transfer or the payment link. The sooner it is settled, the less likely it is that the next direct debit is returned too and the cost repeats.

If an invoice is still unpaid more than one month after it was presented to you, we may suspend the service that has not been paid for. We never do it automatically, and never without telling you first:

• We notify you by e-mail and by SMS, at the contact details on your contract, at least 15 working days in advance. The notice states the invoice, the amount and the day from which the service would be suspended. A suspension never takes effect on a Sunday or a public holiday.
• The suspension is decided by a person on our team, case by case, never by an automated system. Before the service is suspended, a person on our team reviews the case. If there is an open complaint about the invoice, it is reviewed too before the decision is taken, and the legal safeguards that apply are respected. Filing a complaint does not, on its own, stop the collection or suspension process.
• Only the unpaid service is suspended: if only the Internet charge is outstanding, your telephone line keeps working. A suspended landline still receives calls (except reverse-charge calls) and can call the emergency number (112).
• As soon as we have your payment, we restore the service by the next working day at the latest. Reconnection is free of charge.

For non-payment, only if the delay exceeds three months, or if the service has already been suspended twice for late payment, may we end the service for good and terminate the contract accordingly, and then too with prior notice.

Besides the amount of your invoices, a fibre or mobile contract can generate these charges. None of them is applied as a matter of course: each answers to a specific event, and appears on the invoice for the month in which it happens.

The equipment we install is on loan: it belongs to the operator while the service is active, which is why it has to come back when you cancel. «Cancellations, returns and refunds» explains how.

Paying an invoice through this link does not replace or cancel your SEPA mandate. The direct debit you signed stays in force and later invoices will keep being charged to your account as usual.

Nor is it a sign-up, a renewal, a change of tariff, and it creates no new minimum term. It is the payment of one specific invoice and nothing else.

If what you want is to change the account the direct debit comes from, or to stop paying by direct debit, that is a separate conversation: write to hola@donrayo.es.

On the payment gateway page, never on donrayo.es. Our servers receive no card numbers and store none. When you press the link your browser leaves here and enters the gateway secure site, which is who handles those details.

What we receive from the gateway is the confirmation that the payment went through, and the result is recorded on your file. We neither see nor store your full card number.

If the payment does not complete, the invoice stays outstanding and nothing has been charged to you. You can try again with the same link.

If you spot a duplicate charge or an amount that is not right, write to hola@donrayo.es with the payment reference and we will put it right, returning the money by the same means you paid with.