In addition to your Australian Consumer Law rights, we offer a 14 day money back guarantee (MBG) if you cannot use our service due to insufficient coverage and/or signal strength.
If, within 14 days of activation, you plug in your modem , sign up to a plan and believe that you cannot receive our service due to coverage and/or signal strength 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 satisfactory coverage and /or 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 satisfactory coverage and/or signal.
If you purchased your product online or through our Sales and Service Centre, we will give you a full refund of the purchase price (excluding the delivery fee), any plan charges that you have paid and any additional monthly service charges that you have paid for in advance.
You must return the device or equipment in its original undamaged condition together with accessories, CDs, cables, anything else included, and ideally the original packaging to prevent any transit damage. 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 device or 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 or an independent technical expert finds 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 purchased your modem or other 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 (S&SC) to first attempt to troubleshoot the issue to confirm if you cannot use our service due to poor coverage and/or signal strength. The S&SC will then confirm the process to cancel your plan and organise your refund of any plan charges that you have paid.
We reserve the right to limit the number of times that we will accept MBG returns from you. If we consider 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. The MBG does not apply if you simply change your mind (early termination fees on fixed term contracts will apply).