Money Back Guarantee
This policy applies to device and data services.
We offer a 14 day money back guarantee (MBG) if you cannot use our service due to poor coverage.
If, within 14 days of purchase, you plug in your home gateway, USB modem device or ViViFi™ Wi-Fi hotspot, sign up to a plan and believe that you cannot receive our service, please ring our Sales and Service Centre on 1300 32 78 37. We will conduct tests while you are on the phone to determine whether you are able to receive a satisfactory signal.
You will only be eligible to receive this MBG if you have made a reasonable attempt to establish a connection and our tests show that you cannot receive a satisfactory signal.
If you bought your product online or through our Sales and Service Centre, we will give you a full refund of the purchase price, any plan charges that you have paid and any additional monthly service charges that you have paid for in advance.
You must return the equipment in its original undamaged condition together with accessories, CDs, cables, anything else included, and the original packaging. We will pay the return costs, but we will not refund your original delivery fee or one-off purchases made after sign-up, such as additional usage.
The refund will be applied to the account that you pay us from. We may process your refund before we receive your returned device. If we do that, and you fail to return your equipment within 10 working days, we will issue an invoice for the amount of the refund and charge your account. We will also charge you if, when your returned device is received, we find that the conditions of the guarantee have not been met, for example the device is damaged or some items have not been returned.
If you bought your home gateway, ViViFi™ Wi-Fi hotspot or other modem device or equipment from a retail store, you must return it to them to receive your refund. You must always talk to our Sales and Service Centre to cancel your plan and organise your refund of any plan charges that you have paid.
Suggestions for USB modem customers
If you are a USB modem user we may suggest that you try the USB modem booster before you take advantage of the MBG.
If you are a USB modem user and you have decided to try the USB modem booster within your USB modem MBG period, we will apply a new MBG period of 14 days calculated from the date that you purchased your USB modem booster. If you buy the booster after the USB modem MBG period has expired, an MBG will only apply to the booster.
We reserve the right to limit the number of times that we will accept MBG returns from you. If we think that our products or services just won’t suit you, we will complete your latest return and refund, and advise you that you should seek an alternative Internet service.