1. Purpose
SixFive Pty Ltd (“SixFive”, “we”, “us”, “our”) provides IT services to small businesses. We know that from time to time a customer may face genuine financial hardship — such as illness, job loss, a business downturn, or an unexpected emergency — that affects their ability to pay for services on time.
This Financial Hardship Policy sets out how we support customers in that situation. It applies alongside, and does not replace, our Terms of Service.
2. Who This Policy Applies To
This policy applies to any current SixFive customer with an active account who is experiencing genuine financial hardship and is unable to meet their normal payment obligations as a result.
3. Our Commitment
If you tell us you’re experiencing financial hardship, we will:
- Listen and respond with a real person, not an automated process
- Pause standard overdue reminders and account suspension while we work out a plan with you
- Look at what support is realistic for your situation before anything else happens to your account
- Keep what you share with us confidential, other than with the SixFive staff who need it to assist you
4. How to Request Assistance
Contact us at accounts@sixfive.io or speak to your account manager. Tell us what’s happening and, if you can, roughly how long you expect the situation to last. We do not require formal proof of hardship (such as bank statements or medical certificates) before starting this conversation.
5. Support Available
Support is assessed case by case, based on your individual circumstances. Depending on what’s appropriate, we may offer:
- A payment plan — splitting an overdue balance into instalments over an agreed period
- A temporary pause — delaying automatic overdue reminders or account suspension while a plan is agreed or followed
- A service adjustment — moving to a lower-cost plan to reduce ongoing charges
- A discount or fee waiver — a partial reduction of fees, late charges, or interest, in exceptional circumstances
Any arrangement will be confirmed to you in writing before it takes effect, setting out the amounts, dates, and what happens next.
6. Assessment and Approval
Every request is reviewed individually. We consider what’s sustainable for you and for SixFive, and we may ask follow-up questions to understand your situation before confirming an arrangement.
7. Keeping to an Agreed Arrangement
If your circumstances change and an agreed arrangement is no longer realistic, please tell us before a payment is missed, if possible. It’s easier for us to adjust a plan early than after it has broken down. If an arrangement is missed without contact, or breaks down more than once, your account may return to our standard payment terms and normal overdue process.
8. Confidentiality
Information you share with us about your circumstances is treated as confidential. It is only used to assess and manage your request and is only seen by SixFive staff directly involved in doing so.
9. This Policy Does Not Guarantee Assistance
This policy describes how we respond to hardship requests — it does not guarantee that any specific arrangement, discount, or waiver will be granted. Every case is assessed on its own facts, and SixFive retains discretion over what support, if any, is offered.
10. Changes to This Policy
We may update this policy from time to time. The current version will always be available on our website alongside our other policies.
11. Contact Us
Email accounts@sixfive.io to discuss your situation, or speak with your usual SixFive contact.