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New Policy for 2020
Important changes in Terms and Conditions regarding payments
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Dear Cyberians!
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In 2020 we are committed to a more structured approach to improving the key areas of the Cyberian Mine experience that matter most to you.
Up until now, Cyberian Mine has been one of the few (if not the only) mining companies that doesn’t invoice upfront, but instead at the end of a month of mining.
Unfortunately, we’ve learned that it just takes too much time to chase overdue invoices. Time that could be spent building a better service for those who do pay on time. So we have decided to revise this approach.
We are not changing our mine-first-pay-later approach. We trust you just as you trust us. But we would like to give it a bit more structure and provide a clearer picture for all Cyberians involved.
Account Changes
All changes to your accounts such as ownership, switching on/off, altering machines settings such as pool, wallet, eco-mode, etc.) are limited to twice per month. We will log requests as we receive them and implement them on the 1st and 15th of each month.
Telegram Support
We started using Zendesk for client tickets but we found it to be quite a slow system when in some cases a quick reply is all that’s needed. So we are now using individual support groups on Telegram. If you don’t have one set up yet, please contact Max (@matrenitski) on Telegram
New Payments Policy
– All invoices for wholesale clients will include prepayment for the following month.
– All invoices for retail clients will be sent out no later than the 5th of the month.
– If a customer provides a justified objection to the invoice either by email or through their personal support group on Telegram before the 10th of the month, then the payment deadline will be shifted back by ten days.
– Where an objection is being made, the customer must first pay the part of the bill over which there is no dispute, then object the remainder.
– If the invoice is not paid by the 15th and the customer hasn’t objected to the invoice, we will switch the miners off until we receive the payment. To switch the miners back on, an administration fee of €5 per miner will apply.
– If the invoice has still not been paid by the 30th of the month, the contract will be terminated and the miners held by Cyberian Mine.
– Unpaid invoices will be transferred to an international debt collection agency with a branch in the customer’s country of residence.
We do sincerely hope that none of the strongest measures described here will ever be needed. The aim is simply to apply more structure and discipline to receiving payments, so we can focus fully on improving our services and your overall experience with Cyberian Mine.
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