Payment Policy

APEX Business Consultants LLC (DBA NovaLink Fiber)

Last Updated: January 1, 2026

1. Introduction

This Payment Policy governs all billing and payment matters for internet services provided by APEX Business Consultants LLC, doing business as NovaLink Fiber (“NovaLink,” “we,” “us,” or “our”). This Payment Policy is incorporated into and forms part of the NovaLink Terms of Service.

By subscribing to NovaLink services, you agree to the payment terms outlined in this policy.

2. Service Pricing

2.1 Monthly Service Plans

NovaLink offers the following residential fiber internet plans:

Plan Speed
Spark Up to 100 Mbps symmetrical
Blaze Up to 500 Mbps symmetrical
Supernova Up to 1 Gbps symmetrical
Hypernova Up to 2 Gbps symmetrical
Custom Up to 10 Gbps symmetrical

Current pricing is available at: www.novalinkfiber.com

2.2 What’s Included in Your Monthly Price

Your monthly service fee includes:

  • Unlimited Data – No data caps, overage charges, or throttling for normal residential use
  • Equipment Included – Use of NovaLink-provided ONT (Optical Network Terminal) and WiFi router
  • 24/7 Customer Support – Phone, email, and online support access
  • Free Service Calls – For NovaLink equipment or network issues
  • Two-Year Price Lock – Your rate is locked for 24 months from activation (see Section 2.3)

2.3 Two-Year Price Lock Guarantee

Your monthly service rate is guaranteed for 24 months from your service activation date.

What This Means:

  • We will not increase your monthly service fee for 24 consecutive months
  • After 24 months, standard rates apply and may be adjusted with 30 days’ notice
  • Price lock applies to your base service plan only

Exceptions to Price Lock:
The two-year price lock does not cover:

  • Voluntary plan upgrades or downgrades you initiate
  • Optional services or add-ons you choose to purchase
  • Applicable taxes, fees, and government-mandated surcharges
  • Late fees, service call fees, or equipment replacement fees

2.4 One-Time Fees

Installation Fee:

  • Standard installation: $50.00 (includes fiber drop, ONT installation, router setup)
  • Complex installation: $150.00 (if trenching, conduit, or extended fiber run required)
  • Installation fee is disclosed and agreed upon before scheduling

Activation Fee:

  • No activation fee (included in installation)

Early Termination Fee:

  • None – NovaLink services are month-to-month with no contract or early termination fees

2.5 Additional Fees

Equipment Replacement:

  • WiFi Router (damaged or lost): $150
  • ONT (damaged or lost): $350
  • Fees apply for customer-caused damage, loss, or failure to return equipment within 30 days of cancellation

Service Call Fees:

  • Service calls for issues caused by NovaLink equipment or network: No charge
  • Service calls for issues caused by customer equipment, wiring, or configuration: $75.00
  • Diagnosis fee waived if problem is determined to be NovaLink-related

Late Payment Fee:

  • $10.00 if payment is not received within 15 days of invoice date

Returned Payment Fee:

  • $25.00 for rejected credit card, ACH, or check payments due to insufficient funds, closed accounts, or invalid payment information

Reconnection Fee:

  • $50.00

2.6 Taxes and Regulatory Fees

Your monthly invoice may include:

Federal Taxes and Fees:

  • Federal Universal Service Fund (USF) surcharge
  • Other federal regulatory fees as applicable

State and Local Taxes:

  • State sales tax or gross receipts tax
  • Local telecommunications taxes
  • Municipal franchise fees or right-of-way fees

Important:

  • Tax rates vary by jurisdiction and service address
  • Taxes and regulatory fees are subject to change based on government requirements
  • These charges are not included in your base service rate or two-year price lock

3. Billing Cycle and Invoices

3.1 Billing Cycle

Monthly Billing in Advance:

  • Services are billed monthly in advance
  • Your billing cycle begins on your service activation date
  • Subsequent billing occurs on the same day of each month (your “billing date”)

Example:

  • Service activated: January 15
  • First bill: January 15 (covers January 15 – February 14)
  • Second bill: February 15 (covers February 15 – March 14)
  • Ongoing: Billed on the 15th of each month

Pro-Rated First Month:
If you activate service mid-month, your first invoice will be pro-rated for the partial month plus the following full month.

Example:

  • Service activated: January 20
  • First bill: $X (11 days pro-rated) + $Y (full month February) = Total due

3.2 Invoice Delivery

Electronic Invoices:

  • Default delivery method: Email sent to your account email address
  • Invoices are also available in your customer portal 24/7
  • Email invoices are sent 5-7 days before your billing date

Paper Invoices:

  • Available upon request (may incur $5.00 paper billing fee per month)
  • Mailed to your billing address on file

Invoice Contents:
Your invoice includes:

  • Account number and service address
  • Billing period dates
  • Monthly service charges
  • One-time fees (if applicable)
  • Taxes and regulatory fees
  • Previous balance and payments received
  • Total amount due and payment due date
  • Payment instructions

3.3 Viewing Your Invoices

Customer Portal Access:

  • Login to your account at www.novalinkfiber.com
  • View current and past invoices (up to 24 months)
  • Download PDF copies for your records
  • Update billing and payment preferences

Email Notifications:

  • Invoice ready notification 5-7 days before billing date
  • Payment received confirmation
  • Past due reminder if payment is late

4. Payment Methods

4.1 Accepted Payment Methods

NovaLink accepts the following payment methods:

Credit Cards:

  • Visa
  • MasterCard
  • American Express
  • Discover

Debit Cards:

  • All major debit cards with Visa/MasterCard logo

ACH Bank Transfer (Electronic Check):

  • Direct withdrawal from checking or savings account
  • Requires bank routing number and account number

Check or Money Order:

  • Payable to: APEX Business Consultants LLC
  • Mail to: 101-4 Chrissa Dr, Pottsboro, TX 75076
  • Include account number on check memo line
  • Allow 5-7 business days for processing

Cash:

  • Not accepted for monthly billing (check or money order only for mailed payments)

Third-Party Payment Services:

  • We do not accept payments via PayPal, Venmo, Cash App, or cryptocurrency

4.2 Automatic Payments (AutoPay)

Strongly Recommended:
Enroll in AutoPay to ensure uninterrupted service and avoid late fees.

How AutoPay Works:

  • Your payment method is automatically charged on your billing date each month
  • Confirmation email sent after each successful payment
  • Amount charged matches your monthly invoice total (including taxes and fees)

AutoPay Enrollment:

  • Enroll online via customer portal: Account Settings → Payment Methods → AutoPay
  • Provide credit card, debit card, or ACH bank account information
  • Select preferred payment method if multiple are on file

Managing AutoPay:

  • Update payment method anytime via customer portal
  • Cancel AutoPay at least 3 business days before next billing date to avoid automatic charge
  • Receive email reminder 3 days before AutoPay charge

AutoPay Benefits:

  • Never miss a payment or incur late fees
  • No need to remember due dates
  • Uninterrupted service

4.3 One-Time Payments

Online Payment (Customer Portal):

  • Login to www.novalinkfiber.com
  • Navigate to Billing → Make a Payment
  • Enter payment amount and select payment method
  • Submit payment (processes immediately)

Phone Payment:

  • Call customer support at (979) 256-5155
  • Provide payment information to representative
  • Confirmation number provided

Mail Payment:

  • Send check or money order to: 101-4 Chrissa Dr, Pottsboro, TX 75076
  • Include account number on check
  • Allow 5-7 business days for processing

Important: We do not accept cash payments by mail. Payments sent via overnight or certified mail do not accelerate processing.

4.4 Payment Processing Time

Payment Method Processing Time
Credit/Debit Card (Online) Immediate
ACH Bank Transfer (AutoPay) 1-2 business days
ACH Bank Transfer (One-Time) 2-3 business days
Check by Mail 5-7 business days after receipt
Phone Payment 1 business day

Payment Posting:
Payments are posted to your account based on the processing time above. Your account balance reflects pending payments within 24 hours, but service restoration (if suspended) may require full payment processing.

5. Payment Due Dates and Late Payments

5.1 Payment Due Date

Payment is due immediately upon receipt of your invoice.

Grace Period:
You have 15 days from the invoice date to submit payment without penalty.

Example:

  • Invoice date: January 15
  • Payment due: January 15
  • Late fee applied: January 31 (if payment not received by January 30)

5.2 Late Payment Fees

Late Fee: $10.00

A late fee of $10.00 is automatically applied if payment is not received within 15 days of the invoice date.

Example:

  • Invoice total: $75.00
  • Invoice date: January 15
  • Payment received: February 1 (17 days late)
  • Late fee applied: $10.00
  • New balance: $85.00 (plus any new monthly charges)

Avoiding Late Fees:

  • Enroll in AutoPay
  • Set calendar reminders for your billing date
  • Make payments as soon as you receive your invoice

5.3 Past Due Accounts

15-30 Days Past Due:

  • Late fee of $10.00 applied
  • Email and/or phone reminder sent
  • Service remains active

30+ Days Past Due:

  • Service suspension warning sent via email and mail
  • You have 5 business days to pay before suspension
  • Account may be referred to collections

Service Suspension:
If payment is not received within 30 days of the invoice date:

  • Service will be suspended (internet access disconnected)
  • Reconnection fee required to restore service (see Section 5.5)
  • Account balance must be paid in full

5.4 Collections

Accounts 60+ Days Past Due:

  • Unpaid balances may be referred to a third-party collections agency
  • Collection fees may be added to your balance
  • Negative reporting to credit bureaus may occur
  • Legal action may be pursued for significant unpaid balances

To Avoid Collections:

  • Contact customer support immediately if you cannot pay on time
  • We may offer payment arrangements for customers experiencing financial hardship (see Section 6)

5.5 Service Reconnection After Suspension

Requirements for Reconnection:

  1. Pay all outstanding balances in full (including late fees and any collection fees)
  2. Pay reconnection fee: $50.00
  3. Payment must fully process before service is restored

Reconnection Timeline:

  • Payment received by 5:00 PM: Service restored same business day
  • Payment received after 5:00 PM: Service restored next business day
  • Weekend/holiday payments: Restored next business day

Repeat Suspensions:
If your service is suspended more than twice in a 12-month period:

  • A security deposit may be required (typically two months’ service charge)
  • AutoPay enrollment may be mandatory

6. Payment Arrangements and Financial Hardship

6.1 Payment Plans

If you are unable to pay your full balance on time due to temporary financial hardship, contact NovaLink to discuss payment arrangement options.

Eligibility:

  • Account in good standing (no history of repeated late payments)
  • Temporary financial hardship (job loss, medical emergency, natural disaster)
  • Ability to make partial payments

Payment Plan Terms:

  • Divide past-due balance into 2-4 monthly installments
  • Current monthly service charges must be paid on time
  • AutoPay enrollment may be required
  • Late fees may be waived during active payment plan (case-by-case basis)

To Request a Payment Plan:

  • Call customer support at (979) 256-5155 before your account reaches 30 days past due
  • Explain your situation and proposed payment schedule
  • Payment plan approval is at NovaLink’s discretion

6.2 Lifeline and Affordable Connectivity Programs

NovaLink may participate in government assistance programs for low-income households:

Federal Lifeline Program:

  • Provides discounts on internet service for eligible low-income customers
  • Eligibility based on income or participation in federal assistance programs (SNAP, Medicaid, SSI, etc.)
  • Learn more: www.fcc.gov/lifeline

Check Eligibility:

7. Billing Disputes and Corrections

7.1 Disputing a Charge

If you believe your bill contains an error, you must notify us in writing within 30 days of the invoice date.

How to Dispute a Charge:

1. Submit Dispute:
Mail: APEX Business Consultants LLC, Attn: Billing Disputes, 101-4 Chrissa Dr, Pottsboro, TX 75076

2. Include Required Information:

  • Account number
  • Invoice date and number
  • Description of the disputed charge(s)
  • Reason you believe the charge is incorrect
  • Supporting documentation (if applicable)

3. Continue Paying Undisputed Charges:

  • You must continue to pay all charges you do not dispute
  • Failure to pay undisputed amounts may result in service suspension

7.2 Dispute Investigation Process

Timeline:

  • NovaLink will investigate your dispute within 15 business days of receipt
  • Complex disputes may require up to 30 days (we will notify you if extended time is needed)

Investigation:

  • We will review billing records, usage data, payment history, and any supporting evidence
  • You may be contacted for additional information

Resolution:

  • You will receive a written response explaining our findings and decision

If Dispute is Resolved in Your Favor:

  • Your account will be credited for the incorrect charge
  • Credit appears on your next invoice
  • Late fees resulting from the disputed charge will be waived

If Dispute is Resolved in Our Favor:

  • The charge stands as billed
  • You must pay the disputed amount immediately to avoid late fees or service suspension
  • You may appeal the decision (see Section 7.4)

7.3 Automatic Acceptance of Charges

Failure to dispute a charge within 30 days of the invoice date constitutes acceptance of the charge.

After 30 days:

  • The charge is considered valid and accurate
  • You waive the right to dispute the charge
  • The charge becomes due and payable

Exception: Fraudulent charges may be disputed beyond 30 days if you can demonstrate you were unaware of the charge due to circumstances beyond your control.

7.4 Billing Dispute Appeals

If you disagree with the outcome of a billing dispute investigation:

1. Submit Appeal:

2. Senior Review:

  • A senior billing or finance manager will review your appeal
  • Response provided within 10 business days

3. Final Decision:

  • Appeal decision is final
  • If still unsatisfied, you may pursue external resolution (small claims court, arbitration)

7.5 Service Credits for Outages

Eligibility for Credits:
NovaLink may provide account credits for service outages lasting 24 consecutive hours or longer caused by NovaLink equipment or network issues.

Credit Calculation:

  • Pro-rated daily credit based on your monthly service fee
  • Example: $75/month service = $2.50/day credit

Credits Not Provided For:

  • Outages lasting less than 24 consecutive hours
  • Scheduled maintenance (with advance notice)
  • Outages caused by power failures, natural disasters, or force majeure
  • Issues caused by customer equipment, wiring, or configuration
  • Third-party network or internet backbone issues

Requesting Outage Credit:

  • Contact customer support within 30 days of the outage
  • Provide dates and times of service interruption
  • Credits applied to next monthly invoice after verification

8. Refund Policy

8.1 No Refunds for Partial-Month Service

NovaLink does not provide refunds or credits for partial-month service when you cancel or downgrade.

Example:

  • Monthly service fee: $75.00
  • Billing cycle: January 15 – February 14
  • Cancellation effective: January 25
  • Refund: $0 (you are billed for the full month)

Rationale: Services are billed monthly in advance. You have access to service for the entire billing period, regardless of cancellation date.

8.2 Installation Fee Refunds

Installation fees are non-refundable once service has been installed and activated, except:

  • Installation appointment was canceled by NovaLink
  • Service could not be installed due to NovaLink infrastructure limitations
  • You cancel service request before installation appointment

8.3 Equipment Fee Refunds

Equipment replacement fees are non-refundable once equipment is shipped or provided, except:

  • Replacement equipment is defective upon arrival (exchange provided)
  • NovaLink determines replacement was not necessary

8.4 Overpayment Refunds

If you overpay your account balance:

  • Overpayment remains as account credit by default
  • Credit applied to future invoices
  • You may request a refund of overpayments exceeding $25.00

To Request Refund:

  • Contact billing@novalinkfiber.com or call (979) 256-5155
  • Refunds processed within 10-15 business days via original payment method

8.5 Billing Error Refunds

If NovaLink makes a billing error resulting in overcharges:

  • Your account will be credited immediately
  • Refund issued upon request
  • No time limit for billing error corrections (NovaLink-initiated)

9. Account Changes Affecting Billing

9.1 Plan Upgrades

Upgrading to a Higher-Tier Plan:

  • New rate effective immediately or on your next billing date (your choice)
  • Pro-rated charges apply if upgraded mid-billing cycle
  • Two-year price lock resets from upgrade date

Example:

  • Current plan: Spark ($50/month), billing date: 15th
  • Upgrade date: January 20 to Supernova ($90/month)
  • Immediate upgrade: Pro-rated charge for January 20-February 14 ($75) + full February charge ($90)
  • Next billing cycle upgrade: Spark rate through February 14, Supernova rate starting February 15

9.2 Plan Downgrades

Downgrading to a Lower-Tier Plan:

  • New rate effective on your next billing date (not immediate)
  • No mid-cycle pro-ration or credits for downgrades
  • Two-year price lock applies to new plan rate from downgrade date

Example:

  • Current plan: Hypernova ($120/month), billing date: 15th
  • Downgrade request: January 20 to Blaze ($70/month)
  • January 15 – February 14: Billed at Hypernova rate ($120)
  • February 15 onward: Billed at Blaze rate ($70)

9.3 Service Address Changes (Moving)

Moving Within NovaLink Service Area:

  • Installation fee may apply at new address
  • Service plan and rate remain unchanged
  • Billing continues without interruption

Moving Outside NovaLink Service Area:

  • Service must be canceled (no early termination fee)
  • Final bill includes charges through end of current billing period
  • Equipment must be returned within 30 days

To Initiate Move:

  • Contact customer support at least 10 business days before move date
  • Verify service availability at new address
  • Schedule installation appointment

9.4 Account Ownership Transfer

NovaLink does not permit account transfers to new owners or third parties. If you move or sell your property:

  • Your account must be canceled
  • New occupant must create new account
  • Equipment must be returned (or new occupant signs new equipment agreement)

10. Payment Security and Fraud Prevention

10.1 PCI DSS Compliance

NovaLink is committed to protecting your payment information:

  • PCI DSS Certified: We comply with Payment Card Industry Data Security Standards
  • Secure Payment Processing: Credit card payments processed through PCI-compliant third-party gateways
  • Tokenization: Card numbers are tokenized and never stored in our systems
  • Encryption: All payment data transmitted via secure SSL/TLS encryption

10.2 Fraud Detection

We monitor for suspicious payment activity:

  • Multiple declined payment attempts
  • Mismatched billing and service addresses
  • High-risk payment patterns
  • Use of stolen credit cards

If fraud is suspected:

  • Payment may be declined pending verification
  • You may be contacted to verify payment information
  • Additional identity verification may be required

10.3 Unauthorized Charges

If you notice unauthorized charges on your NovaLink account:

1. Contact Us Immediately:

2. Secure Your Account:

  • Change your customer portal password
  • Review account activity for unauthorized changes

3. Dispute Investigation:

  • We will investigate unauthorized charges within 10 business days
  • Fraudulent charges will be reversed and credited to your account

If your credit card is compromised:

  • Contact your credit card issuer immediately to report fraud
  • Update payment method on file with NovaLink to prevent service disruption

11. Contact Information

Billing Questions:

Payment Disputes:

  • Email: billing@novalinkfiber.com
  • Mail: APEX Business Consultants LLC, Attn: Billing Disputes, 101-4 Chrissa Dr, Pottsboro, TX 75076

Customer Support (General):

Mailing Address:
APEX Business Consultants LLC (DBA NovaLink Fiber)
101-4 Chrissa Dr, Pottsboro, TX 75076

Website: www.novalinkfiber.com

By subscribing to NovaLink services, you agree to the payment terms outlined in this Payment Policy.

Document Version 1.0 – January 1, 2026