Billing Policies

Billing Policy

Click! Network bills for cable television services in advance. Prepayment for the first month of cable services and installation charges is required prior to installation. The first month’s bill may be prorated, slightly more or less, depending on your assigned bill cycle. Thereafter, a monthly bill will be produced and mailed to you at the mailing address indicated on your account, listing charges for the following month’s services.

Your cable television bill is separate from your regular City of Tacoma utility bill and must be paid separately. Your billing statement will show the total amount due and the payment due date. When you sign up for cable television service, you agree to pay us monthly by the payment due date for all charges due, including late fees or returned check fees. You also agree to pay all taxes, franchise fees, and any other charges that are now or may in the future be assessed on the services you receive from us. We encourage you to call our Customer Care Office, 502-8900, any time you have billing questions or any other concerns about your service.

Payment Assistance

Click! offers low income, senior and disabled discounts to customers who qualify under the TPU payment assistance program. See if  you qualify here.

Payment Standards

You have at least 20 days from the date the bill is produced before the payment is due. Payments not received within 10 days after the due date will be considered delinquent and subject to late payment fees and service disconnection. Partial month charges will be included on your bill if you add or change services between billing dates.

You agree to pay us monthly by the payment due date as shown on your bill and for any administrative fees due to late payments or other charges due us. You agree to pay all federal, state, local, and user taxes, franchise fees and other charges, if any, which we may now or in the future be legally allowed to assess you. Billing rates are subject to periodic adjustment as permitted by franchise agreements and federal law.

Late Fee

A late fee of $6.99 will be applied to accounts 10 days past the original due date. This fee is subject to change. For further reference, see The Tacoma Municipal Code (TMC) Chapter 12, Section 13.

Pay in Advance

Customers may pay for multiple months of service in advance if that is more convenient. However, no discounts are generally given for advance payment. If changes in rates occur after advance payments are made, customers are responsible for any adjusted rates as of the applicable rate change effective date.

Making a Payment

To ensure your account is properly credited, mail your check or money order along with the remittance stub to the address printed on your bill. Please write your account number and service address on your check or money order and allow 5-7 days for processing. DO NOT MAIL CASH. To ensure prompt attention, please write your inquiries or requests on a separate piece of paper rather than on the bill itself. Payments received after the due date are subject to a late charge, pursuant to the above policy. In addition, service may be disconnected and collection proceedings initiated if the account is past due. Please refer to How To Pay Your Bill in the Handbook or here for additional ways you may make a payment.

Ways to Pay

Click! offers a variety of options to pay your cable bill. View payment options.

Service & Rate Changes

We reserve the right to change our services and equipment and our prices and fees at any time. We also reserve the right to rearrange, delete, add to or change the services provided on our cable system. In accordance with federal and local regulations, we will notify you in advance of the change and inform you of the effective date.

Discontinuing Service

You may cancel your service at any time by calling or writing to us.You must return any set-top receivers or remote controls to Click! Network to stop billing on the account. Failure to do so will also result in additional charges for the equipment. If you have a service contract in place, the terms of the contract prevail. Please do not write disconnect requests directly on your bill. Please notify us when you need to discontinue your service. We can let you know your final charges, which you can pay immediately, or we can issue a final bill to you at the next billing date.  We reserve the right to terminate your service if you fail to pay your bill when it is due. Unpaid, disconnected accounts are forwarded to a collection agency and fees will apply. You may not assign or transfer your service without our written consent. A fee may apply.

Refund Policy

Refunds of $5.00 or more are automatically issued, typically within 30 days of service disconnection. Credit balances less than $1.00 will not be refunded. To request a refund of $1.00-$4.99, contact customer service at 253-502-8900.

Delinquent Accounts

Customers who have delinquent accounts may be required to bring their accounts up to date before ordering additional services. If your service is disconnected because you have not paid your bill by the due date, we require a $50 deposit and may require you to pay all past due charges, a reconnect fee, and a minimum of one month's service charges before we reconnect your service. If you choose not to reconnect your cable television service, you must return or make arrangements to return all receivers, power cords and remote controls to Click! Network.

Pay-Per-View (PPV) and On Demand Purchase Policies

The account holder is responsible for all Pay-Per-View and On Demand purchases even if those purchases are made by others in the household. A purchase password must be created to assist in preventing unauthorized purchases.  Passwords should be changed frequently and should not be written down.

Any Pay-Per-View or On Demand dispute must be reported with 30 days of your  billing date.
A customer failing to dispute Pay-Per-View or On Demand charges within that timeframe shall be deemed to have waived the opportunity to dispute said charges.

Click! Cable TV will not be responsible for the loss of any Pay-Per-View purchase recorded on a DVR receiver.

There is a $100 monthly Pay-Per-View and On Demand spending limit. If you have any billing questions regarding Pay-Per-View or On Demand, call Click! Customer Care at 253-502-8900.

Billing Disputes

Customers who choose to dispute their cable television bill must promptly do so with 30 days of the billing date. A customer failing to dispute their bill within that timeframe shall be deemed to have waived the opportunity to dispute their bill.

Dispute process: Customers may dispute their bill, within 30 days of the billing date, by contacting Click! Cable TV in writing at 3628 S. 35th St., Tacoma WA 98409 and describing the nature of the dispute., The written notice must contain valid contact information to reach the customer during business hours. The disputed bill will be evaluated promptly by the Customer Care Department. A response and/or decision will be given to the customer within 30 days of receiving the written billing dispute notice.

If the customer does not agree with the response or decision provided by the Customer Care Department, they may contact the Click! Cable TV Business Operations Manager in writing at the above business address, who will review the disputed bill and the decision of the Customer Care Department. The customer will receive a response to the further dispute within 15 business days of the further dispute being received.

If the customer does not agree with the response received to their further dispute, the customer may file a complaint with the Franchise Authority for the community in which the customer receives cable television service at the address listed below.

Tacoma:
City of Tacoma Franchise Services Manager
1224 Martin Luther King Jr. Way 
Tacoma WA 98405 – (253) 594-7914 

Fircrest:
City of Fircrest
115 Ramsdell Street
Fircrest WA 98466 – (253) 564-8901

Fife, Pierce County & University Place:
Rainier Communications Commission 
2320 S. 19th Street
Tacoma, WA 98405 - (253) 798-8707 

Lakewood:
City of Lakewood Finance Department
6000 Main Street SW
Lakewood WA 98499 – (253) 589-2489

Returned Check Policy

An effort will be made to contact the writer of a returned check to secure payment. If payment has not been made and the account is delinquent, the account will be disconnected and a re-connection fee will apply. Payment must be made in cash or connection will be made when the check clears the bank. The return item fee of $20 is subject to change and we will notify you in advance of the change and inform you of the effective date. For further reference, see The Tacoma Municipal Code (TMC) Chapter 12, Section 13.