Collection policy
How we collect, what we will never do, and what to expect if a repayment is missed.
Before your due date
Reminders go out ahead of the due date by SMS and email. If auto-debit is in place, the single repayment is collected automatically on the date stated in your agreement.
If a repayment is missed
We contact you to understand why, explain the charges that now apply, and set out your options in writing. Contact is limited to permitted hours and to you — not your family, employer or references.
What we will never do
These are absolute limits, and breaches are disciplinary matters.
Recovery agents
Where an agent is engaged, they are named to you in writing, bound by our fair practices code, and subject to the same limits above.
Genuine difficulty
Tell us before the due date. Where the difficulty is real we will discuss a workable arrangement rather than let charges accumulate in silence.
Credit bureau reporting
Repayment behaviour, including delays and defaults, is reported to credit bureaus as required. This affects your ability to borrow in future, from us and from others.
When can you contact me about a missed repayment?
Only within permitted hours, and only you. We do not contact your family, your employer or your references to apply pressure, and we do not discuss your loan with anyone who is not a party to it.
Will a missed repayment be reported to credit bureaus?
Yes. Late repayment may be reported and it affects your ability to borrow later. A penal charge of 0.1% per day applies to the overdue principal only, and is never capitalised. If you expect difficulty, write to support before the due date — an agreed plan is better for both of us than accumulating charges.