Dated: 01/03/2023

Our company payment policy requires customers to settle all licensing, SLA, hosting and domain bills through an online card payment method via our company billing portal on https://billing.isb.com.mt. We have designed a straightforward process to make payments fast and secure.

For customers transitioning from previous payment methods prior to this policy coming into force, a transition period is being offered up to the 15^th of May 2023 for customers to set up their account on our billing portal.

Customers not having an active account, with an active debit or credit card, on the billing portal shall incur a € 50.00 admin processing fee per request for payment issued.

Furthermore, company payment policy stipulates that from the 15th of August 2023, the company will not provide other payment alternatives, and if card details are not registered on the company billing portal, the company reserves the right to suspend service until card details are registered on the ISB Billing portal.

To facilitate payments, customers are to log in to the billing portal using their personal account information, and insert their card details. We accept all major credit and debit cards.  All payments are securely processed, and customers receive a transaction confirmation and receipt as soon as their payment is accepted.  Our billing portal also notifies you when action needs to be taken from your end, such as updating of expired card details. ISB does not hold the card details of the customer, these are managed by a third party payment gateway which is PCI compliant.

1. Why are you requesting my card details?

As ISB Ltd. transitions from a services company to a products company offering SaaS (Software as a Service), we are also transitioning our payment policies to be in line with other companies worldwide who provide software or other items as a service, such as service providers as; Netflix, Spotify, Microsoft, etc…

SaaS pricing models are subscription-based, and the most efficient payment methods to automatically collect recurring fees are Direct Debit and credit card processors. Both these options are designed to be secure, flexible and stress-free for both customer and company.

The reason for this move is purely automation, reduction in administration (for ISB and the client) and more transparency for our client who is able to be notified of a bill before the funds are taken.  To clarify, any billing notification you shall receive will relate to agreements already signed and there shall be no additional fees or bills beyond what is already agreed to with yourselves.

2. Will my current credit terms change?

No. Your current credit terms agreed with us shall remain the same, giving you the necessary time to review our bill and ask for clarification if required.

3. Will my bill increase when moving to card payments?

No, your bill will remain the same. Any processing fees related to card payments are incurred by ISB.

4. Will I be advised of the fee before the payment is processed?

Yes, you will be advised when a new bill is added. Funds will be processed according to your agreed credit terms with us from the date of issue.

5. Do I have the opportunity to query a fee before the funds are taken?

Yes, during the credit term period, you will be able to send queries and our team will reply in due course.

6. Will I receive the fiscal document I require for my accounting

Yes, when we notify you of a new bill, we will also issue an invoice.

7. What if my billing amount changes?

Any changes to your bill would be as a result of informed amendments well before action date or due to additional services signed up. All these will be in line with agreements or contracts that you already have with ISB.  Example: In case of licences, the bill depends on the number of users; In case of an hosting, this depends on resources used.  

8. Will I incur a charge if payment fails?

No, if a payment fails, we will attempt to collect funds 3 more time over the following days. Should this fail as well, we will send you a link that will allow you to enter a valid credit card for the payment to be then taken from that card.  As stated in other questions, note that credit card details are not stored at ISB but at the PCI certified payment provider.

9. Will I be notified when my card is about to expire?

Yes, we will notify you 30 days prior to the expiration date of your card.  This will allow you ample time to add a valid card to the system.

10. How are my credit card details handled?

Your card details are handled securely by a third-party payment provider that is PCI compliant. PCI Compliance is governed by the Payment Cards Institute (PCI), an entity owned by VISA and Mastercard.  All online credit card transactions are subject to compliance with the rigid standards governed by the PCI where payment providers need to undergo continuous rigorous checks and procedures while also being subject to an annual PCI assessment in order to retain their rights to process card transactions.