Terms & Conditions

This is the agreement between you and Warp (operated by The IT Dept Pty Ltd, ABN 12 665 405 505) when you sign up for our services. It's written in plain English because we think you should actually be able to understand your contract.

1. What we provide

We provide residential and business internet services over the NBN (National Broadband Network). The specific plan, speed tier, and pricing are set out in your order confirmation and the relevant Critical Information Summary.

NBN is a shared network. While we do everything we can to deliver the speeds on your plan, actual speeds depend on your NBN technology type, network conditions, and factors outside our control. We always quote typical evening speeds (7pm–11pm) because that's what actually matters.

2. No lock-in

All our plans are month-to-month with no lock-in contract. You can cancel anytime. We don't charge early termination fees because we think those are rubbish.

3. Cooling-off period

You have 10 business days from when your service is activated to change your mind. If you cancel during this period, we'll refund any charges for the unused portion of the billing period. We may charge reasonable costs for any equipment provided if it's not returned.

4. Pricing and billing

• All prices include GST unless stated otherwise
• We bill monthly in advance
• Payment is due on the date shown on your invoice
• We accept direct debit, credit card, and BPAY
• If a payment fails, we'll let you know and give you a reasonable time to sort it out before we take any action

If we need to change our prices, we'll give you at least 30 days' notice. You can cancel without penalty if you don't agree with the change.

5. Direct debit

If you pay by direct debit, here's how it works:

• We'll only debit the amount shown on your invoice
• We'll give you at least 10 days' notice before the first debit, and reasonable notice of any changes
• You can change, pause, or cancel your direct debit at any time by contacting us or your bank
• If a debit is wrong, contact us and we'll sort it out. You can also dispute it directly with your bank
• Your banking details are kept confidential and only shared with our payment processor

6. Your responsibilities

• Keep your contact and payment details up to date
• Use the service in line with our Acceptable Use Policy
• Don't do anything illegal with your connection
• Keep your account credentials secure
• Let us know if something's wrong with your service so we can fix it

7. Our responsibilities

• Provide the service described in your plan
• Maintain our network to a reasonable standard
• Notify you of planned maintenance that might affect your service
• Respond to faults and support requests in a timely manner
• Be transparent about outages and network issues

8. Service interruptions

Sometimes things break. Internet services can be interrupted by NBN outages, planned maintenance, equipment failures, power cuts, or things completely outside anyone's control (storms, natural disasters, etc.).

We'll always try to give you advance notice of planned maintenance. For unplanned outages, we'll keep you updated through our status page and direct communication where possible. If a service interruption is our fault and lasts longer than 24 hours, we'll credit your account proportionally.

9. Suspension and disconnection

We may suspend or disconnect your service if:

• You don't pay your bill after we've given you reasonable notice and opportunity to pay
• You seriously or repeatedly breach the Acceptable Use Policy
• We're required to by law or a regulatory body
• There's a threat to network integrity or security

We'll always try to contact you first and give you a chance to fix things before we disconnect. If your service is suspended for non-payment, we won't charge you for the suspension period.

10. Cancellation

You can cancel at any time by contacting us through the portal, email, or phone. We'll process your cancellation within 2 business days. You'll only be charged up to the cancellation date. No sneaky extra billing cycles.

11. Liability

To the extent permitted by law, our liability for any claim relating to our services is limited to re-supplying the service or refunding the fees you paid for the affected period. Nothing in these terms excludes or limits the consumer guarantees under Australian Consumer Law, which apply in full.

12. Changes to these terms

We may update these terms from time to time. If we make changes that affect you, we'll give you at least 30 days' notice by email. If you don't agree with a change, you can cancel your service without penalty during that notice period.

13. Disputes

If you have a problem, talk to us first. See our Complaints Handling Policy. If we can't resolve it, you can contact the Telecommunications Industry Ombudsman (TIO):

• Phone: 1800 062 058
• Web: tio.com.au

14. Governing law

These terms are governed by the laws of New South Wales, Australia.

Contact

• Email: support@warp.net.au
• Phone: 02 4398 7080