Frequently asked questions

Invoices
How do I pay my invoice?

In your account you have chosen a payment method: direct debit or credit card. At the beginning of each month, the costs of the previous month are depreciated. Example: at the beginning of February, the costs for the month of January are depreciated. Prior to depreciation, you will first receive the invoice. 24 hours after the invoice alert the costs will be automatically debited by us via direct debit or credit card.

Unfortunately, you will not be able to view your invoices from before 30 July 2019 because they were registered on our old platform. We have informed you about this in previous communications. If you do not (or no longer) have these invoices in your possession, you can request them by sending an e-mail to info@parklineaqua.nl.

Your new invoice will be sent to you by email in PDF format.

When will I receive my invoice and what does it say?

The Park-line Aqua invoice is prepared for you on a monthly basis. You will receive a notification by e-mail in advance that your invoice is ready with the invoice attached in PDF format. The invoice will be automatically debited within 24 hours by direct debit or credit card.

Explanation Park-line Aqua invoice:
- Invoice data
Park-line Aqua invoices monthly in arrears. For example, the invoice received in February relates to all actions terminated in the month of January. You will also find your customer number and invoice number here.
Total
amounts
Here is the total amount you owe to Park-line Aqua. A distinction is made between 'total services invoiced on behalf of third parties' and 'total service fee(s)'.

-Total services invoiced on behalf of third parties: This is the total amount of all consumptions and services you have purchased. You pay VAT on this amount. Depending on which service you purchase where, you pay either 9% or 21% VAT.

-Total service fees(s): This is the total amount of the service fees.
Here you will find an overview of the number of transactions for the relevant period.

-Park-line Aqua service fee(s)
Here you will find an overview of the Park-line Aqua service fee(s). Service fee(s) include transaction costs, SMS messages (e.g. SMS reminder or confirmation SMS), any subscription(s) taken out. VAT is calculated on these amounts at 21%.

-Transaction overview can be found in your usage history.
Here you will find a detailed overview of the transaction(s). You can see the location, start and end time, total duration and consumption costs.
Please note: transaction fees and subscription fees are not specified here.

Where can I find my invoices?

Every month you will receive an invoice notification via e-mail with your invoice attached in a PDF file. This is automatically debited within 24 hours by direct debit or credit card. Here are last month's expenses.

Unfortunately, you will not be able to view your invoices from before 30 July 2019 because they were registered on our old platform. We have informed you about this in previous communications. If you do not (or no longer) have these invoices in your possession, you can request them by sending an e-mail to info@parklineaqua.nl.




How can I change my payment details or payment method?

Through your personal account at www.parklineaqua.com you can change your payment details and payment method.

- Log in to your account at www.parklinaqua.com.
- Click on 'settings' in the menu at the bottom left
- Your payment details will appear and here you can change or add them.
- Click 'save' to confirm the changes.
- Your payment details will be checked and validated by Buckaroo. When this is done, your payment method will be adjusted immediately. This normally takes a few seconds.
- Should this take longer than one working day, please contact our customer service.



Can I receive my invoices by post?

Unfortunately it is not possible to receive invoices by post. Your invoice will be sent to you by e-mail in PDF format. You can print these and save them in your administration.

Why do I have to pay transaction costs?

Park-line Aqua is a service that makes it possible to purchase shore services from the quay via your mobile phone/computer. In order to make this service possible, transaction costs will be charged. These are in addition to the cost of your consumption. You pay €0.25 per transaction. You do not pay any transaction costs for shore-side electricity actions.

Park-line Aqua charges VAT (21%) on all service fees, including registration fees, transaction fees and reminders. In addition, you pay VAT on the services provided. Depending on the port, you pay a percentage of 9% or 21% VAT on this.

What are service fees?

Service fee(s) means transaction costs, SMS messages (e.g. SMS reminder message or SMS confirmation message) and any subscription(s) taken out. These amounts are subject to 21% VAT.

On what costs do I pay VAT?

Park-line Aqua charges VAT (21%) on all service fees, including registration fees, transaction fees and reminders. In addition, you pay VAT on the services provided. Depending on the port, you pay a percentage of 9% or 21% VAT on this.

I received an e-mail that I am in arrears. What am I supposed to do?

As previously announced, we switched to our new platform on 30 July 2019. As a result, we have also switched to a new invoicing system, whereby Buckaroo collects the monies from your invoice on behalf of Park-line Aqua.

In the unlikely event that the collection has failed, you will receive a reminder from Buckaroo, on behalf of Park-line Aqua. Until then, you don't have to do anything. You can follow the instructions in this mail. If you prefer to transfer the amount manually, please transfer the amount to the next account number:

IBAN: NL81DEUT0265186455
BIC code: DEUTNL2A

Please clearly state Park-line Aqua, the invoice number and your customer number. These details can be found on the invoice. You will find the invoice as a PDF attachment in the invoice notification, which was sent by e-mail. Your manual payment will be processed within 2 to 3 working days.

I'm in arrears. What am I supposed to do?

As previously announced, we switched to our new platform on 30 July 2019. As a result, we have also switched to a new invoicing system, whereby Buckaroo collects the monies from your invoice on behalf of Park-line Aqua.

In the unlikely event that the collection has failed, you will receive a reminder from Buckaroo, on behalf of Park-line Aqua. Until then, you don't have to do anything. You can follow the instructions in this mail. If you prefer to transfer the amount manually, please transfer the amount to the next account number:

IBAN: NL81DEUT0265186455
BIC code: DEUTNL2A

Please clearly state Park-line Aqua, the invoice number and your customer number. These details can be found on the invoice. You will find the invoice as a PDF attachment in the invoice notification, which was sent by e-mail. Your manual payment will be processed within 2 to 3 working days.

Shore power
Does the power supply stop when I pull my plug out of the cabinet?

If you pull your plug out of the shore power cabinet, but your delivery has not ended via your mobile phone or via the website, the delivery will automatically end after a few minutes. This prevents others from using power at your expense. In order to avoid problems, we advise you to cancel the delivery by phone or via the website, before unplugging the plug.

I have a 230V installation. Can I use shore power?

With some shore power cabinets you can also use a 230V or 1x16A installation. In that case, use a 3-pin 16A plug. Contact your installer for questions about the use of shore power in shore power cabinets where this type of connection is not available. There are special products on the market for this purpose.

Can I make an adapter myself?

Please don't do this. You can buy the right cables and plugs at various addresses.

Can I operate the earth leakage circuit breaker myself?

In a number of cabinets it is possible that you operate the earth leakage switch yourself. If you have caused a short circuit, you can reset it yourself. Your earth leakage switch has the number of the shore power connection. If the earth leakage switch of the shore power cabinet is not accessible, you can report this via 0900-464 3 464.


Where can I find a Rittal key?

The Rittal key, with which you have to open the shore power cabinets, is available in the better hardware stores or at a bunker station.

Where can I find the socket in the shore power cabinet?

The socket is located behind the door of the shore power cabinet. To open the doors, you must have a Rittal key.

What is the type of connection and which plug do I need?

Each shore power cabinet has connections of the type 400V/63A/50Hz. You can use a CEE 5-pin 63A plug for these connections. Some of the shore power cabinets also have connections of type 230V/16A/50Hz (for a CEE 3-pin 16A plug) or 400V/32A/50Hz (for a CEE 5-pin 32A plug). There are also large consumers, the so-called power-lock connections.

Which connection code should I use?

You will find the four-digit connection code on the respective shore power cabinet. The first 3 digits are the case number and the fourth digit is the connection number.


What are the rates for shore power from Park-line Aqua?

For a recent overview of the rates on shore-side electricity, click here.


In which ports can I use shore power from Park-line Aqua?

For a recent overview of the shore power cabinets, click here.


Drinking water
Why can't I start drinking water?

In order to start a drinking water service, this service must be included in your subscription. This means that you must have drinking water in your subscription or you must have selected an all-in subscription that includes drinking water taps. Without this subscription it is not possible to start an action. You add drinking water to your subscriptions via your client page.

Why are there different VAT percentages per port on drinking water?

The supply of water can fall both under the 9% rate and under the 21% rate. This also applies to services related to water. The percentage depends on how a municipality classifies the water:

The 9% rate applies:
- Tap water
- distilled water
- sterilised or demineralised food water
- hot water
- surface water and rainwater used for non-consumption purposes, such as for rinsing and irrigation of crops

The 21% rate applies:
- seawater and river
water - demineralised, de-ironed and softened water
- ice
- steam

What are the rates for drinking water?

For a recent overview of the rates on drinking water, click here.

In which ports can I use the drinking water points of Park-line Aqua?

For a recent overview of the drinking water edges, click here.


Short-lying
What are the rates for short stays?

For a recent overview of the rates, click here.

Where can I use Park-line Aqua to start a short action?

For a recent overview of the available ports, click here.

I'm gonna tell my ship stories within Arnhem. What am I supposed to do?

When moving the ship within Arnhem, the current short-term action in the Park-line Aqua system does not have to be stopped.


I forgot to cancel my short-term action. What am I supposed to do?

When you start your short offer, it is automatically valid for 4 or 7 days, depending on what you select. If you cancel this action within the set time limit, then there is nothing wrong. In that case, your unsubscription is still within the deadline. If you have finished your action too late, you will see this reflected in your history. If this is not corrected, this transaction will be charged at an incorrect rate. It is therefore important that you report this to us, you can report this to us via this form.


I started an action with the wrong length and/or width or tonnage measurements. What am I supposed to do?

The costs for your short-term action are calculated according to your type of ship. It is important that you give us your complete ship details. On the basis of these data and your entered zone number, the system calculates your tariff. If you accidentally make a mistake in your ship details, you will see this reflected in your history. If this is not corrected, this transaction will be charged at an incorrect rate. It is therefore important that you report this to us, you can report this to us via this form.


I accidentally ended my action too early. What am I supposed to do?

If you have inadvertently terminated your short-term offer too early, you must communicate this to the harbour masters. In doing so, they will make an assessment depending on how long you will remain lying down. In most cases you can complete your weekly letter or you will have to start a second short action. No actions are required from Park-line Aqua.


I accidentally selected the wrong zone. What am I supposed to do?

If you mistakenly selected a wrong zone for your short-term action, you will see this reflected in your history. If this is not corrected, this transaction will be charged to the wrong zone number. It is therefore important that you report this to us, you can report this to us via this form.


I accidentally started several short cuts. What am I supposed to do?

If you have accidentally started several short actions, you will see them in your history.
If this is not remedied, these transactions will be charged. It is therefore important that you report this to us, you can report this to us via this form.

Why can't I start a short-term action?

In order to be able to start a short promotion, this service must be included in your subscription. This means that you have to have short lunges in your subscription or that you have to have selected an all-in subscription which includes short lunges. Without this subscription it is not possible to start an action. You add the short-term to your subscriptions via your client page. Please note that you have also entered your full ship details before you start a short action.


Disposal of waste
Why can't I start a waste disposal operation?

In order to be able to start a waste disposal campaign, this service must be included in your subscription. This means that you must have waste disposal in your subscription or that you must have selected an all-in subscription that includes the waste disposal. Without this subscription it is not possible to start an action. You add the waste disposal to your subscriptions via your client page.

My invoice says the wrong waste disposal action.

If you are of the opinion that the waste disposal action on your invoice is not correct, please let us know. You can contact us via this form.


How can I dispose of waste via Park-line Aqua?

Also use Park-line Aqua to dispose of your waste. Currently, this service is only offered in Arnhem. To dispose of your waste, please contact the harbourmaster, this can be done via 026-377 55 10 (VHF 12). They will process the registration of your waste and these transactions, together with your other transactions, will be invoiced to you on a single invoice.


What are the rates for the disposal of waste?

For a recent overview of the rates, click here.

Where can I use Park-line Aqua to start a waste disposal action?

For a recent overview of the available waste disposal options, click here.

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