Terms and Conditions

Contents

1. About these terms
2. Our services
3. Applying and getting connected
4. Contract term and cooling-off
5. Charges and billing
6. If you are affected by domestic, family or sexual violence
7. Early termination fee
8. Changing plans or moving
9. Equipment
10. Your responsibilities
11. What we do, and service levels
12. Web hosting, email and Microsoft 365 email
13. Suspension and cancellation
14. Liability and your consumer rights
15. Privacy
16. Complaints and the TIO
17. Changes to these terms
18. Notices and general terms

1. About these terms

These terms are our Standard Form of Agreement. They apply to every service you get from NET2000 Pty Ltd (ABN 51 073 565 447) (“NET2000”, “we”, “us”), a Melbourne-based internet service provider. “You” means the person or business named on the account.

Your agreement with us is made up of:

• the details of your plan in your order confirmation and the Critical Information Summary (CIS) for your plan;
• these terms;
• our Fair Use Policy and Acceptable Use Policy.

If these documents disagree, they apply in the order listed above, with your plan details first. How we handle your personal information is set out in our Privacy Policy.

Nothing in this agreement takes away rights you have under the Australian Consumer Law or other laws that can't be excluded.

2. Our services

We supply internet services over the National Broadband Network (NBN), along with web hosting, email and Microsoft 365 email (Exchange Online) for some plans. Our current plans are:

FTTP and HFC connections can choose the 500/50 or 1000/100 plans; 100/20 isn't offered on them. We don't offer NBN Satellite services. Prices, minimum costs and plan inclusions are set out in the CIS for each plan.

• Data: all our NBN plans include unlimited data under our Fair Use Policy. We never shape or slow your service because of how much data you use, and there are no excess usage charges.
• Speeds: the speed tier is the most your service can reach. Actual speeds vary with your NBN connection type, your in-home Wi-Fi and devices, the websites you use, and how busy the network is. The typical busy-hour speed is the speed we expect most customers on that plan to get between 7pm and 11pm.
• IP address: business plans include a static IP address. Home plans use an always-on dynamic IP address; static IP addresses aren't available on home plans.
• No phone service: our plans are internet only. We don't offer a home phone or VoIP service, and you can't use your plan to call emergency services unless you set up your own internet phone service.
• Hosting and email: cPanel web hosting starts from $30 a month, and extra mailboxes are $20 a month each. See Web hosting, email and Microsoft 365 email.

3. Applying and getting connected

When you apply, we check that your address can get the plan you've chosen. You must be at least 18 and give us accurate details. We'll check your identity before we order your service; we don't do a credit check.

NBN Co may need to visit to install or check equipment, and someone over 18 may need to be home. We'll tell you the expected connection date and let you know about any delays.

If NBN Co or a property developer charges a fee to connect your property (for example, a new development charge), we'll pass it on at cost. We'll tell you the amount and get your approval before we go ahead.

FTTN line speed check

On FTTN, the speed your line can reach depends on the copper wiring to your premises. FTTB and FTTC connections rarely have this problem, so the check applies to FTTN only. Within 20 business days after we connect you, we'll check your line speed. If your line can't reach the 100/20 speed tier, we'll tell you the maximum speed it can reach, and you can choose to:

• stay on the plan with $10 a month off your monthly charge; or
• cancel at no cost, with no early termination fee.

4. Contract term and cooling-off

All our plans have a minimum term of 24 months, starting on the day your service is activated.

When the minimum term ends, your service automatically continues month to month on the same plan. There's no cancellation fee after the minimum term ends.

Cooling-off

• Every new sale: you can change your mind and cancel within 5 business days after you sign up, with no early termination fee. You only pay for the days your service was connected, plus any MikroTik router you bought unless you return it unused.
• Where the law gives you more: if we sold you the service in an unsolicited sale (for example, we phoned you or visited you without you asking us to), you have 10 business days under the Australian Consumer Law. For phone sales, this starts the business day after you receive your agreement. We won't connect the service or take payment during those 10 business days.

To cancel in a cooling-off period, call (03) 9738 0005 or email support@net2000.com.au.

5. Charges and billing

All prices include GST.

• Monthly charge: billed monthly in advance, starting on the day your service is activated. That day becomes your billing date each month. For example, if your service is activated on the 14th, you're billed on the 14th of each month. Your first bill is for a full month and isn't pro-rated. If your billing date is the 29th, 30th or 31st, you're billed on the last day of shorter months.
• More than one service: if you add another service, its first bill is pro-rated so that it lines up with the billing date of your first service. After that, all your services are billed on the same date.
• Setup fee: $0 for home plans and $99 for business plans, charged on your first bill.
• Paying: you can pay by credit or debit card, EFT (bank transfer) or PayID. None of these attract a fee or surcharge.
• No late payment fees. We don't charge late fees.
• Bills: we email your bill to the address on your account. You can ask for a paper bill instead, for free.

If you think a bill is wrong, contact us. While we look into it, you only need to pay the part of the bill that isn't in dispute, and we won't suspend your service or take collection action over the disputed amount.

If you're having trouble paying

Contact us as early as you can. Help is free, and our goal is to keep you connected. Options include more time to pay and a payment plan that suits what you can afford. See our Payment Assistance Policy.

If a bill stays unpaid, we'll contact you and give you written notice before we take any action, and we'll check first whether you may be in financial hardship. Suspension or disconnection is a last resort. We follow the Telecommunications (Financial Hardship) Industry Standard 2024.

6. If you are affected by domestic, family or sexual violence

If you're affected by domestic, family or sexual violence, tell us, and we'll help you stay safely connected. We won't ask you for proof, ask you to explain what happened, or ask you to deal with the person causing harm. We'll agree with you on a safe way to contact you, and we won't restrict, suspend or disconnect your service after you've asked us for this support unless you ask us to. If your service was suspended or disconnected and you urgently need it back for your safety, we'll restore it without delay.

For support, you can call 1800RESPECT on 1800 737 732, any time. In an emergency, call 000 from a mobile phone.

7. Early termination fee

If you cancel during the 24-month minimum term, or we cancel because you have seriously breached this agreement, an early termination fee (ETF) applies:

ETF = your monthly charge × the number of months left in your minimum term, pro-rated for any part-month.

For example, if you're on a $129 plan and cancel with 6 months left, the ETF is $129 × 6 = $774. The ETF is never more than 24 × your monthly charge. The figure for each plan is in its CIS.

We don't charge an ETF if:

• you cancel because your FTTN line can't reach the plan speed (see Applying and getting connected);
• you move to a lower plan because your new address can't get your current plan's speed (see Changing plans or moving);
• we cancel your service under our Fair Use Policy, or for a reason that isn't your fault;
• you cancel because we've changed this agreement in a way that is materially detrimental to you (see Changes to these terms);
• you cancel within a cooling-off period;
• we can't fix a fault in your service, or keep breaching our obligations, after you've told us and given us a reasonable time to fix it; or
• the account holder dies, unless a family member tells us they'll take over the service. If they do, the service and the remaining term continue in their name.

8. Changing plans or moving

Upgrading: you can move to a higher plan at any time, if it's available at your address. There's no fee, and your 24-month term continues; it doesn't restart. Your new monthly charge starts on your next bill.

Downgrading: you can't move to a lower plan during your minimum term, except when you move (see below), or if you're in financial hardship: once we've assessed your situation under our Payment Assistance Policy, you can move to a cheaper plan with no fee or early termination fee. After the minimum term, you can move to any plan available at your address.

Moving house or office: tell us at least 10 business days before you move. A $120 moving fee applies, plus any NBN Co charges for the new address, passed on at cost with your approval.

• If your new address can get your current plan, we'll move your service there and your term continues.
• If your new address can't get your current plan's speed (for example, you move from FTTP on a 500/50 plan to an FTTN area), you can move to a lower plan that's available there, with no early termination fee.
• If no NET2000 plan is available at your new address, you can cancel without an ETF.

9. Equipment

• Your router: our plans don't include a modem or router. You can use your own compatible router, or buy a MikroTik router from us for a one-off $299 (home or business customers). A router you buy from us is yours once it's paid for.
• Warranty: equipment you buy from us comes with the guarantees under the Australian Consumer Law, which can't be excluded. On top of those, we offer a warranty in one of two ways, and we'll tell you which applies when you buy:
  • through NET2000 for 12 months, or for the manufacturer's warranty period if that is shorter; or
  • directly with the manufacturer, through their support, for the manufacturer's warranty period, if there is one.
• Wi-Fi: for larger homes we recommend a mesh Wi-Fi system, such as TP-Link Deco. This is a recommendation only, and isn't sold or supported as part of your plan.
• NBN Co equipment: the NBN connection box and other NBN Co equipment at your premises belongs to NBN Co. Please don't move or tamper with it.
• Your devices and wiring: you're responsible for your own devices, Wi-Fi and in-home wiring beyond the NBN connection point. If we send someone to fix a fault and it turns out to be in your equipment or wiring, a charge may apply, passed on at cost from NBN Co. We'll only charge it if we told you the amount before the visit.
• Managed routers: where we manage your router, we may change its settings remotely to keep your service working and secure, including the emergency block described in our Acceptable Use Policy.

10. Your responsibilities

You agree to:

• give us accurate details and tell us when your contact details change;
• use the service under our Fair Use Policy and Acceptable Use Policy, and not use it for anything illegal;
• keep your passwords private and your devices and network reasonably secure;
• use our AI assistant only for genuine questions about our services, as set out in our Acceptable Use Policy, and not share private details with it;
• pay your bills on time, or talk to us if you can't;
• let NBN Co or us access your premises at a reasonable time when needed to install, fix or remove equipment;
• not resell or share the service with other premises unless we've agreed in writing.

You're responsible for how your service is used by people you allow to use it, such as your family, staff or guests.

11. What we do, and service levels

We'll supply your services with due care and skill, and fix faults that are within our or NBN Co's control as quickly as we reasonably can.

• Reporting a fault: call (03) 9738 0005 (Mon–Fri, 9am–4pm) or email support@net2000.com.au.
• Our response: we'll respond to a fault report within 1 business day for home customers and 4 business hours for business customers, and keep you updated until it's fixed.
• NBN faults: many faults need NBN Co to fix them. We'll raise them with NBN Co promptly and follow up under NBN Co's wholesale service levels.
• Planned maintenance: where we can, we'll do it outside business hours and give you at least 2 business days' notice by email.
• Business customers: there's no separate service level agreement. Business services are on the same terms as home services, with priority response.

The internet and the NBN rely on networks and equipment we don't control, so we can't promise your service will always be available, error-free or at a particular speed. This doesn't limit your rights under the Australian Consumer Law.

Outage credit: if your service is out for one or more full days because of a fault caused by us or NBN Co, ask us and we'll credit your account pro-rata for those days.

12. Web hosting, email and Microsoft 365 email

• Web hosting: our cPanel hosting runs on NET2000 servers. You own your website content and are responsible for it. Storage and email limits, backups, and whether a domain name is included are as described in your plan details or quote.
• Acceptable use: our Acceptable Use Policy applies to all email, hosting and backups we provide.
• Email: extra mailboxes are $20 a month each.
• Microsoft 365 email: our Microsoft 365 email mailboxes use Exchange Online (Plan 1), or Exchange Online (Plan 2) if you upgrade to a 100 GB mailbox (at the price we quote before the upgrade). This is an email service only; it doesn't include Microsoft Office apps such as Word or Excel. Microsoft's own terms of use also apply.
• Bundles: if you cancel part of a bundle, the rest of your services continue. We'll confirm the price of the remaining services with you before the change, and the early termination fee rules apply to the cancelled part during the minimum term. In that case the ETF is worked out on the difference between the bundle price and the price of the services you keep.
• When a service ends: we'll keep your website files, email and backups for 30 days after the service ends so you can move them, then delete them. Please keep your own copies.

13. Suspension and cancellation

If you want to cancel

You can cancel any time by calling us or emailing support@net2000.com.au. Charges end 30 days after your request. If you're switching to a new provider, your service and charges end on the day it transfers, if that's sooner. If you cancel during the minimum term, the early termination fee also applies unless an exception applies. The ETF is worked out from the day your charges end, so you're never charged twice for the same month.

If we need to suspend or cancel

We may suspend or cancel your service if:

• your bills remain unpaid after we've given you written notice and followed our payment assistance process;
• you seriously breach this agreement, our Fair Use Policy or our Acceptable Use Policy, following the steps in those policies;
• you gave us false information, or the service is being used for fraud;
• the law, a court, a regulator or NBN Co requires it; or
• NBN Co stops or withdraws the service at your address, or we stop offering it. We'll give you at least 30 days' notice where we can, and you won't pay an ETF.

Except where we need to act in an emergency, we'll contact you first and give you at least 10 business days' written notice before we suspend or cancel. We may act straight away, without notice, only to stop serious harm to you, our network or other people (such as a DDoS attack or a hacked device), or where the law or NBN Co requires it. We'll tell you as soon as we can.

Charges during a suspension or fault

• Suspended because of a breach by you: monthly charges continue.
• NBN Co fault: monthly charges continue, but you can ask for an outage credit for full days without service.
• Fault caused by NET2000: you won't be charged for the time your service is out.

We'll restore a suspended service once the problem is fixed.

14. Liability and your consumer rights

Our services come with guarantees under the Australian Consumer Law that can't be excluded. These include that services will be supplied with due care and skill, be fit for the purpose you told us about, and be supplied within a reasonable time. If we fail to meet a guarantee, you're entitled to a remedy under that law.

To the extent the law allows:

• we're not responsible for loss caused by things outside our reasonable control, such as NBN Co network faults, power outages, natural disasters, or other networks and websites;
• we're not responsible for indirect loss, such as loss of profits or business, that we couldn't reasonably have foreseen;
• for business customers, where the law allows us to limit our liability for failing to meet a consumer guarantee, our liability is limited to supplying the service again or paying the cost of having it supplied again.

Nothing in this section limits our liability for loss caused by our negligence, fraud or breach of this agreement where the law doesn't allow it to be limited.

Your responsibility: you're responsible for loss we suffer because of your fault, for example if you're negligent, breach this agreement or our policies, or break the law. This applies only to the extent you caused the loss, and not to loss we caused or could reasonably have avoided.

15. Privacy

We collect and use your personal information to supply and bill your services, as set out in our Privacy Policy. We protect it under the Privacy Act 1988 and the Telecommunications Act 1997.

The law requires us to keep certain records about your services and to help law enforcement agencies when they lawfully ask us to. We don't sell your personal information.

16. Complaints and the TIO

If you're unhappy with our service, please tell us. Call (03) 9738 0005 (Mon–Fri, 9am–4pm) or email support@net2000.com.au.

• We'll acknowledge your complaint within 2 working days.
• We'll aim to resolve it within 15 working days, and tell you if it will take longer.
• Making a complaint is free.

We handle complaints under the Telecommunications (Consumer Complaints Handling) Industry Standard 2018. See our Complaint Handling Process. If you're not satisfied with how we handle your complaint, you can contact the Telecommunications Industry Ombudsman (TIO) for free on 1800 062 058 or at tio.com.au.

17. Changes to these terms

We may change this agreement, for example to reflect changes in the law, NBN Co's charges or our costs. If a change could affect you, we'll email you at least 30 days before it takes effect.

If a change is materially detrimental to you, such as a reduction in what your plan includes, you can cancel your service within 30 days after the change takes effect without paying an early termination fee.

Changes that benefit you, or that the law requires straight away, may take effect sooner.

Price lock: we won't increase your monthly charge during your 24-month minimum term.

18. Notices and general terms

• How we contact you: we'll send notices and bills to the email address on your account. Please tell us if it changes. You can contact us on (03) 9738 0005, at support@net2000.com.au or sales@net2000.com.au, or by mail at PO Box 2210, Bayswater VIC 3153.
• Help to communicate: if you need an interpreter, call the Translating and Interpreting Service on 131 450. If you are deaf, or have a hearing or speech impairment, you can contact us through the National Relay Service.
• Transfer: you can't transfer your service to someone else without our written agreement. We may transfer this agreement to another company that takes over our services, and we'll tell you if we do. Your rights won't be reduced.
• Governing law: this agreement is governed by the laws of Victoria, Australia.
• If part of this agreement isn't valid: the rest of it still applies.

NET2000 Pty Ltd · ABN 51 073 565 447 · Standard Form of Agreement v1.0 · Effective: 3 November 2026