Invoices | Linde Gas Benelux

Daily rent

I have returned my cylinder, but I get an invoice with daily rent
This means that you still had a cylinder on balance in the billing period. You can download the copy invoice via the my account area. ere you will find an overview of the cylinders in day rental on the second invoice page. If a cylinder was returned before the end of the invoice period, you can read here the number of rental days that were charged. In addition, you can find the return date of the returned cylinder there.

Example:
I returned my cylinder on 20 August. On 3 September I receive the invoice for the month of August. The second invoice sheet (downloadable via ´my account´) states that the cylinder was returned on 20 August and the rent was charged from 1 August to 20 August.

Example 2:
I returned my cylinder on 1 September. On 3 September I receive the invoice for the month of August. On the second invoice sheet (downloadable via ´my account´) it states that the cilinder is still on balance. This is because the cylinder was handed in after the billing period. On the next invoice, this cylinder will be listed as returned.

How is daily rent calculated?
You pay daily rent for each cylinder you have on location. This starts from the moment of delivery. Daily rent is calculated by multiplying the number of cylinders on location by the number of days they are in your possession.

Annual rent

I do not have any cylinders, but I have received an invoice where annual rent is charged
It is possible that the lease has not yet been terminated. If you would like to know more about the possibilities of terminating your lease, please contact us via the online contact form or live chat

Fees

What does LT and ELT mean?
Surcharge for long term (rental period longer than 2 months) and extra long term (rental period longer than 4 months).

Why do I pay a paper invoice surcharge and how can I avoid it?
You will receive this surcharge because you are not yet using e-billing and you receive invoices by post. You can subscribe to e-billing through the my profile area. You can also change the e-mail address for e-billing here.

What are administration fees?
Administration costs are the costs made by Linde for the administrative process.

ADR

What is ADR?
The ADR (transport of dangerous goods by road) lays down international provisions and regulations for the transport of dangerous goods. VMT stands for safety and environmental surcharge. Both are necessary to ensure your and our safety. This surcharge includes costs incurred by Linde Gas in complying with all international laws and regulations. This includes the people: training, courses and exams as well as certifications according to, for example, ISO.

I have picked up the cylinder myself but I´m charged ADR
ADR is a government regulation, a kind of tax for the transport of dangerous products. This is charged as standard, regardless if you have Linde deliver your cylinders or if you collect the cylinder yourself.

Complaint or question

I have a question or complaint about an invoice; what should I do?
If you have any questions or complaints about invoices, it is important that you let us know in the right way so that we can help you as best we can. In our FAQ you will find an overview of the most frequently asked questions about invoicing. Is your question not here? Or do you have a complaint? Below you will find the channels you can use to pass on questions or complaints about invoices to us.

Step 1 - Reporting your question or complaint

1. Via my account´ at linde-gas.nl/shop (24 hours a day)
You can access our online portal (linde-gas.nl/shop) 24/7 with self-service options. To submit your question/complaint, go to the my account area. ere you select the option invoices. You can search and filter invoices. Select the required invoice and click on ´Inquiry about invoice´. You will automatically be forwarded to the online contact form where your details are already filled in. In the field ´Request´ enter the invoice number. State in the same field exactly what your question or complaint is and click on 'send'.

2. Live chat (during office hours)
The live chat is available from Monday to Friday from 08:00 to 17:00 (excluding holidays). To submit your question/complaint, please go to the webshop during opening hours and click on the chat icon at the bottom right. Please provide your customer number, invoice number, contact details and the question/complaint.

3. Online contact form (24 hours a day)
You can use our online contact form at any time. Click here to be redirected to our online contact form. If you are logged in, you do not need to fill in your customer number and contact details. However, if you are not logged in, your data are not filled in yet. Please fill in your customer number and contact details and state the invoice number and your question/complaint in the 'request' field.

4. Email (24 hours a day)
In addition to the above options, you can also send us an e-mail. Please include your customer number, invoice number, contact details and your question or request in your email.

Step 2 - Handling of a question or complaint
After your question has been received through the above channels, our customer service will process your question/request. We aim to do this within 5 working days and will contact you if anything is unclear.

Step 3 - We inform you of the outcome of our investigation
After the examination by our customer service, you will receive the conclusion of our findings.