Terms & Conditions
Contract Lengths
By entering into a contract with 10MATES you agree to and understand the terms on this page, 10MATES.com.au/terms. Contracts are binding for 12 months or 24 dependent on your desired options.
Disconnection Request
We require one full calendar month notice to disconnect your service. All disconnection requests need to be sent by email to disconnections@10MATES.com.au. No other inboxes or methods of communication are monitored for disconnection requests. Upon requesting a disconnection, any remaining contracted term, outstanding or pro-rata charges, will be deducted from your credit card or debited from your bank account immediately.
Fair Use & Backhaul Policies
You must not breach the NBNco Fair Use Policy or other NBNco policies. Also you must not breach our carrier policies here and here.
NBN Battery Backup
The supply of a battery backup system is apart of a standard NBN installation. Though you may ask not to have one installed. The ability to use a phone service to make or receive calls during a power failure, including calls to an emergency service number, depends on whether a battery backup is installed. During a power outage the power supply unit will beep once and switch to the battery backup. There is enough power in the battery to last around 2 to 3 hours. In the event of a power outage, the power supply unit will beep once and automatically switch to its backup battery power. Your corded telephone device will only work if it does not rely on mains power and is connected to a UNI-V port, for example, some cordless phones need continuous mains power to work, so be sure to select one that doesn’t. Once the battery reaches 50% it will shutdown to preserve power, at that time you won’t be able to make or receive calls. You can make or receive emergency calls by holding the battery emergency use button down for two seconds to turn the device back on again. Once the battery is empty you will no longer be able to make or receive calls to anyone including emergency service numbers. Once the backup battery goes flat you will need to purchase and replace it yourself.
nbn® New Developments application
10MATES can help with the new development application for your newly constructed property. We charge $180 to complete this application for you or your can carry out the task yourself by following the information on this page, https://www.nbnco.com.au/develop-or-plan-with-the-nbn/new-developments#submit . This charge is separate to the New Development Charge payable to NBN or the subscription you choose with us.
NBN New Development Charge
In most cases an nbn installation is free of charge. However nbn may require a once off $300 installation charge. To find out whether this is the case at your address, please contact with our team today. For more information on New Development Charges, please click here:Â https://www.nbnco.com.au/develop-or-plan-with-the-nbn/new-developments/government-policy-for-new-developments
NBN and 3rd party works.
10MATES acts as a connection and billing agent for the NBN. We are not responsible or liable to provide refunds to the end user were a service has been unusable due to NBN or 3rd Party works. Our Support Team will help you obtain a refund or rebate if one is available from the NBN or 3rd party. Refunds are available under certain circumstances outline below.
Network Performance
Each plan has a maximum theorectical speed, also known as the advertised speed. Depending on the time of day and the speed of web servers’ internet connection you are connecting to will determine how close the connection will come to reaching the maximum speed. Our team will advise you of the typical maximum speed attainable in your area & recommend the appropriate plan. It is imperative you understand & agree with this recommendation before agreeing to continue as ‘slow’ speeds caused by NBN infrastructure or technology type does allow for contracts to be terminated without liability. 10MATES will work with you & attempt to manage any & all issues with NBN infrastructure or technology but cannot be held liable or left at a financial disadvantage should you simply not be satisfied. We recommend our customers review the following pages made available by the nbn Co. with regards to technology types & how they effect speed & performance – here, here, and here.
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Technician Costs
You will be liable for any Technician or Service/Support costs that are incurred in the event that your personal equipment is found to be the cause of an issue. Our Support Team are only obligated to provide you with the connection credentials and details for your NBN connection, we are not liable or obligated to provide support for the configuration or troubleshooting of your home network or personal equipment. You will be advised by our Support Team if any charges are to be incurred and you will need to approve this.
Payments, Lateness & Debt Collection
When you first order your NBN with us, the payment we process will contribute towards your first full month service. This will be charged to your credit card upon checkout. Each recurring monthly payment thereafter will be automatically charged to your card on the 1st of each month. Within the first 3 months you may also receive an invoice for any partial usage you had from the moment your connection was activated to the end of the very first month. This is referred to as a Prorata charge and is common practice in the industry. You are obligated to pay from the moment your connection is active regardless of whether your have been using the service or not.
Your monthly invoice is due immediately upon issue and any store payment methods we have on file for you will be debited. Those who miss the due date for a payment will receive continual reminders over the course of the month via email and SMS. These reminders occur on the 3rd, 5th, 7th & 10th day after your invoice is issued. On the 10th day if you have not responded, the connection will be scheduled for disconnection at the end of the month, You will have until the 21st of the month to clear any outstanding monies and contact us to withdraw the disconnection. If after the 21st of the month we still have not been able to get in contact with you, you will receive a final invoice for the entire remaining contract period and your connection will proceed to disconnection.
If for whatever reason your debt comes to a stage where we need to use a debt collector, you will be charged an additional 33% on top of your outstanding amount to cover the fees of the debt collector.
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Payment Processing
Your credit card & or banking information is stored and processed securely using either Stripe or GoCardless
Piracy, Hacking or Illegal use
Simply put, Illegal activities are prohibited whilst using a 10MATES services or product. It is our policy to work with Police & Law Enforcement Agencies should they provide legal direction if they suspect illegal activity on our service.
Preferred Carrier Partners
AAPT, Aussie Broadband, Telstra, Spirit & Opticomm
Privacy
We store personal information about you. Things such as name, address, phone number and billing history, these things enable us to contact you if necessary. We use your name and email address to send you newsletters. We use Google Analytics, it shows us how many people are visiting our site and what area they are visiting from.
Refunds
We are not required to provide a refund if you change your mind about the services you asked for. You may however be eligible for a refund if 10MATES is directly responsible for an issue or if one of our carrier partners is directly at fault. Either way, refunds or compensation are handled on a case by case basis and we will obide by the ACCC guidelines found here. All requests are to be submitted to accounts@10MATES.com.au
Relocations and Moving House
Connections are made at a single address and cannot be moved to another, in other words, the contract is bound to a single address. Moving before the contract is finished would mean paying the remaining months in the contract. However if you find someone to take over the contract for the remaining months and they continue to pay the remaining months until complete then you would not be liable.
Our Commitment and Request to You
10MATES is a small, family-run business dedicated to providing exceptional NBN services at competitive prices, backed by personalised support. We take pride in delivering value and care to each of our clients.As a small business, not adhering to these terms and conditions significantly affects our ability to provide the level of service you deserve. While we would love to have you as part of our 10MATES family, we kindly ask that if you are unable or unwilling to honour these terms, you consider seeking services from a larger provider, who may be better positioned to absorb such impacts.We appreciate your understanding and look forward to serving you with the best possible experience.
