Customer Terms

WARP Internet is a trading name of The IT Dept Pty Ltd (ABN 12 665 405 505, ACN 665 405 505). It isn’t a separate company. When these terms say “we”, “us” or “our”, they mean The IT Dept Pty Ltd. We supply your service, we’re the carriage service provider, and we bill you. “You” means the person named on the order.

These Customer Terms are our Standard Form of Agreement under the Telecommunications Act 1997 and the Telecommunications (Consumer Protection and Service Standards) Act 1999. Your agreement with us is made up of:

1. these Customer Terms;
2. the Critical Information Summary (CIS) for your plan;
3. our Acceptable Use Policy;
4. our Privacy Policy; and
5. your order: the plan, the address and the details you gave us when you signed up.

If two of these say different things, the CIS wins on anything specific to your plan (its price and its speed). Otherwise these Customer Terms win. Nothing in any of them takes away a right you have under the law, including the Australian Consumer Law.

If you’re a small business, you get every protection these terms give a consumer. Some words have a specific meaning here; they’re explained in section 25.

To take a WARP Internet service, you must:

• be at least 18 years old;
• give us your real name, date of birth, email address, mobile number and service address, and let us confirm who you are;
• have a card in your name (or one you’re authorised to use) to pay with; and
• be at a premises connected, or able to be connected, to the nbn by a fixed-line technology: FTTP, HFC, FTTC, FTTB or FTTN.

We don’t supply services over nbn Fixed Wireless or nbn Satellite (Sky Muster). We don’t run credit checks with credit reporting bodies.

Before we act on a high-risk request (changing your contact details or card, cancelling, moving, transferring the account, or giving out information about your account), we confirm it’s you. We do that with a one-time code sent to the mobile or email address already on your account, or by you making the change yourself from inside the signed-in portal. If you can no longer safely use that mobile or email, tell us and we’ll confirm it’s you another way. We never keep copies of your ID documents. If we can’t confirm it’s you, we won’t make the change.

Checking your address

The address check on our website is a guide. When you order, we run a formal service qualification with nbn. It confirms your technology type, whether your plan is available there, and whether any work is needed to connect you. If the qualification shows we can’t connect you, we tell you, cancel the order and refund your first-month payment in full.

When our agreement starts

You pay your first month when you order (see section 7). Our agreement starts once that payment succeeds. Only then do we place your connection order with nbn. If the payment fails, the order lapses and you owe us nothing.

Connection and nbn appointments

Many connections need no visit at all: if your premises is already connected, the service is switched on remotely, often within a few days. Some need an nbn technician, for example a new FTTP or HFC connection, or a new connection box. If yours does, we’ll book the appointment with you. Someone aged 18 or over needs to be home for it. If you rent, you may need your landlord’s permission for installation work.

We’ll keep you updated by email as your order moves along, and you can follow it in the portal. Connection times depend on nbn and on the work your premises needs, so we can’t promise a date until nbn gives us one.

Charges nbn passes on

We don’t charge a setup fee. We only ever pass on a charge when nbn charges us for it, and then at cost, with no margin. We always tell you about it before you incur it. These charges are:

• nbn’s new development charge, for premises in some newer estates and buildings;
• connection box (NTD) upgrade charges, needed for Boost or Ultra on some FTTP and HFC premises (for example, a 4-port NTD), and fibre upgrade charges;
• nbn’s fees for relocating nbn equipment at your premises when you ask for it to be moved; and
• nbn’s fees for a missed appointment, or for a technician call-out to a fault that turns out to be in your own equipment or wiring.

For the first three, we tell you the amount and ask you to agree before we order the work. If you don’t agree, we won’t incur the charge. If that means we can’t connect you, you can cancel the order and we refund your first-month payment in full.

For missed appointment and call-out fees, we tell you about the fee when we book the visit. We never pass on a missed appointment or call-out fee where nbn or we caused the miss or the call-out.

• nbn fixed-line broadband at the speed tier of the plan you choose.
• Unlimited data. No data cap, no shaping, no throttling, no fair-use limit on legitimate use.
• An IPv6 /60, and IPv4 shared by carrier-grade NAT (CGNAT). The addresses are licensed to you for use with your service. You don’t own them, and they come back to us when the service ends.
• A public IPv4 address, if you want one, for $10 a month including GST. It’s billed like your plan: monthly in advance, pro-rated by the day, and any day it’s on is charged. Turning it on adds the rest of the month you’ve paid for to your next invoice; turning it off takes the days after today off it. Turning it on or off drops your connection for about 30 seconds and changes your IPv4 address. If your service had a public IPv4 before it became an add-on, it stays included at no charge for as long as you keep it on; once you turn it off, turning it on again is charged.
• Bring your own router. We don’t supply or sell one. Your router gets its address by DHCP (IPoE), untagged. There’s no PPPoE, no VLAN, and no username or password. What you need depends on your connection:
  • FTTP, HFC and FTTC: any router with an Ethernet WAN port that supports DHCP, plugged into your nbn connection box (on FTTP and HFC, UNI-D port 1).
  • FTTN and FTTB: a VDSL2 modem-router that supports vectoring, plugged into your phone wall socket.
  • Ultra: your router needs a gigabit (or faster) WAN port.
  We’ll help you set it up.
• Support from the people who run the network. We run our own network (AS152590), our own broadband gateway, and the routing, addressing and support ourselves.

The service is residential grade and supplied on a best-efforts basis. We don’t offer a service level guarantee or a guaranteed fault repair time.

Our plans

Prices include GST and are for a month of service. The CIS for each plan has the full detail.

• Essential (nbn 25): 25/10 Mbps on FTTP, HFC, FTTC, FTTB and FTTN, typical evening speed 24 Mbps. $55 a month. Read the CIS.
• Boost (Home Fast): 500/50 Mbps on FTTP and HFC, typical evening speed 450 Mbps; 100/20 Mbps on FTTC, FTTB and FTTN, typical evening speed 90 Mbps. $89 a month. Read the CIS.
• Ultra (Home Ultrafast): 1000/100 Mbps on FTTP and HFC, typical evening speed 850 Mbps. $119 a month. Read the CIS.

There’s no voice service. You can’t make calls, including calls to 000, over a WARP Internet service. We don’t supply a phone line or VoIP. Keep a mobile phone for emergencies.

• No Priority Assistance. We don’t offer it. If you or someone in your home has a life-threatening medical condition, you need a phone service from a provider that offers Priority Assistance, and a mobile.
• The Customer Service Guarantee doesn’t apply. It only covers voice services. Your rights under the Australian Consumer Law still apply in full (section 18).
• Power outages. nbn services don’t work when the power is out. Some FTTP premises have a battery backup unit, but it only supports voice services, which we don’t supply.
• Medical alarms and other devices. Medical and personal alarms, lift phones, and fire and security alarms may not work over nbn. Check with the device’s supplier. If you have a medical alarm, register it on nbn’s Medical Alarm Register at nbn.com.au, or by calling nbn on 1800 687 626.

Our important information page covers these in more detail.

Each plan’s CIS shows its typical evening speed: the download speed we expect most customers on that plan to get between 7pm and 11pm. Right now these are our initial estimates, because we don’t yet have three months of measured busy-period data. We’ll replace them with measured figures once we do. They aren’t guaranteed minimums.

The speed you actually get also depends on your nbn technology, the length and condition of the line to your premises, your router, your Wi-Fi and in-home wiring, how many devices are in use, and the servers you’re connecting to. Our broadband speeds page explains these factors.

If your line can’t reach your plan’s speed

On FTTN and FTTB, and sometimes FTTC, the copper line limits how fast your connection can go. The line’s maximum attainable speed is the most you’ll get. If your line can’t reach the plan you chose, we’ll tell you once we know, and you can choose to:

• move to a plan your line can reach, at no charge for the change. We refund the difference in price all the way back to your go-live date. (This applies instead of the usual plan-change rule in section 8.) Or
• leave, without paying anything more. We refund the unused part of any period you’ve already paid for.

If there’s no plan your line can reach, you can leave on the same terms. None of this limits your rights under the Australian Consumer Law.

Your first month

• You pay your first month when you order. It’s charged to your card, and we only place your connection order with nbn once the payment succeeds.
• Month one starts on the day your service goes live, not the day you order, and runs for one month. Waiting to be connected doesn’t use it up.
• If we can’t connect you, or you cancel before your service goes live, we refund your first-month payment in full.

Each month after that

• We bill you monthly in advance, on the anniversary of your go-live date. Each invoice pays for the month ahead. If your service went live on the 31st, it renews on the last day of shorter months and goes back to the 31st after that.
• Each invoice is charged automatically to the card you saved when you ordered. We email every invoice (and any adjustment note, which is our name for a credit note) to you, and they’re all in the portal. Each one shows the GST.
• Pass-through charges (section 3) are added to your next invoice at cost. We don’t charge them at checkout.

How you pay

• By debit or credit card, saved on your account and charged automatically. Card payments are processed by Stripe. We never see or store your full card number: we keep only the card brand and last four digits.
• Fee-free alternative: if you’d rather not have invoices charged to your card automatically, or you’re getting financial hardship help, you can ask to pay by bank transfer (EFT) instead. We’ll keep your invoices open, give you our account details and match your payment by hand. It costs nothing extra.
• We don’t accept BPAY, cash or cheques.
• No card surcharge. No late payment fees.
• All prices are in Australian dollars and include GST.

You can update your card, or pay an open invoice, at any time in the portal. If you think an invoice is wrong, tell us. We won’t take any credit management action over an amount you’re disputing while we look into it.

You can move up or down a plan at any time, from the portal or by contacting us, as long as the new plan is available on your line. The change takes effect when nbn completes it, usually within a day or two. There’s no fee for changing plan.

You’ve already paid for the current month at your old plan’s price. So we work out the pro-rata difference between the two plans for the rest of that paid month:

• Upgrading: the difference is added to your next invoice.
• Downgrading: the difference is credited on your next invoice. If you move because your line can’t reach your plan, section 6 applies instead, and we refund the difference back to your go-live date.

From your next invoice on, you’re billed at the new plan’s price.

Moving to Boost or Ultra on some FTTP and HFC premises needs an nbn connection box upgrade. If a charge applies, we tell you before you incur it (section 3).

A service is tied to its address, so moving house means a new order at your new address. That new service works like any first order: we check the address, you pay its first month when you order, and its month one starts when it goes live. Your new service comes with different IP addresses, and a public IP doesn’t carry over (even an included one): add it to the new order if you want one.

Your old service keeps running until you cancel it, and cancelling it works exactly as section 10 describes. So you can keep it going until the new one is live if you want to, and when you cancel it we refund the unused days of the month you’ve paid for. If you’re moving because of domestic, family or sexual violence, our family violence policy makes sure you don’t pay for the same weeks twice.

You can cancel at any time, from the portal or by contacting us on 02 4398 7081 or at hello@warp.net.au. There’s no exit fee and no notice period. Cancelling takes effect immediately: we tell nbn the same day.

• Before your service goes live: we refund your first-month payment in full.
• After it goes live: we refund the unused days of the month you’ve paid for, pro-rata, to the card you paid with. If a refund can’t go back to the card (for example, because you paid by bank transfer), we pay it to you directly. If a plan change hasn’t been invoiced yet, we net it against the refund. We never charge you for days after you cancel.

If you switch to another provider, their connection ends your service with us. We treat that as you cancelling on the day the switch happens. When your service ends, your IP addresses come back to us.

If we raise a price or change these terms in a way that could disadvantage you, we’ll give you at least 30 days’ notice by email. The change only applies from the start of a billing period that begins after the notice period ends. A change never reaches back into a period you’ve already had, or into a month you’ve already paid for.

If you don’t like the change, you can cancel before it applies, and we refund the unused days of the month you’ve paid for.

If a change is good for you or makes no practical difference (such as a price cut, or a clearer explanation), or the law requires it on a shorter timeframe, it can take effect sooner. We’ll still tell you about it. The current version of these terms is always at warp.net.au/legal/terms.

We don’t charge late fees, and we’d much rather sort out a problem with you than cut you off. Here’s exactly what happens if a charge fails:

1. We email you, and we retry the card on days 1, 3, 7 and 14 after the failure. You can update your card or pay now from the portal at any time. If your bank needs you to authenticate the payment, we can’t retry it automatically, so it waits for you to pay it from the portal.
2. If the amount is still unpaid, we send you a reminder.
3. If it’s still unpaid 30 days after the reminder and you haven’t been in touch, we may suspend your service. We’ll give you at least 5 working days’ written notice first.
4. If it’s still unpaid a further 30 days after suspension, we may cancel the service.

Suspension is never automatic. A person makes that call, after the notice above.

We never suspend or cancel for non-payment while you’re in a payment arrangement with us, while you’ve asked for financial hardship help, while you have an open complaint about the amount, or where family violence is a factor.

We never sell debts, we never use debt collectors, and we never list defaults with credit reporting bodies.

If you’re finding it hard to pay, please tell us early. Our Financial Hardship Policy sets out the help available, including more time to pay, payment plans, pausing automatic card charges and pausing your service.

We may suspend or cancel your service if:

• it’s being used for something unlawful;
• it breaches our Acceptable Use Policy;
• it’s a security risk: for example, a compromised device on your network is attacking others or harming our network;
• an amount stays unpaid, following the steps in section 12;
• you gave us false details to get the service; or
• the law, a court or a regulator requires it.

Before we act, we’ll tell you what the problem is and give you a reasonable chance to fix it. The only exception is when something is actively causing harm, like an attack coming from your connection, or when the law requires us to act straight away. Then we may suspend first and contact you as soon as we can. We lift a suspension as soon as the problem is fixed.

If we ever stop offering the service in your area, or stop offering it altogether, we’ll give you at least 30 days’ notice.

If we cancel your service, you pay only for the days you had it: there’s no exit fee, and we refund the unused days of the month you’ve paid for, pro-rata, as we do when you cancel (section 10).

Report faults to us, not to nbn: on 02 4398 7081 (call) or at hello@warp.net.au. We’re available every day, during waking hours (Sydney time).

We’ll run tests on your line and our network, and work out with you where the problem is. If it’s in nbn’s network, we raise it with nbn, chase it, and keep you updated until it’s fixed. Faults in nbn’s network are fixed within nbn’s fault timeframes, and some need a technician visit. If a technician is needed and a call-out charge could apply (section 3), we tell you before the visit is booked.

We sometimes need to do planned maintenance on our network, and nbn does maintenance on theirs. We do ours overnight wherever we can, and we email you ahead of any planned work we expect to interrupt your service.

Setting up and fixing your own router, Wi-Fi and devices is your responsibility, but we’re happy to help you get connected and to point you in the right direction.

You agree to:

• Supply and look after your own equipment. Your router and devices need to be compatible with the service and not harm the network.
• Keep your network secure. Your IPv6 range, and your public IPv4 if you have one, are reachable from the internet. Keep your router’s firmware up to date, change default passwords, secure your Wi-Fi, and run a firewall.
• Use the service lawfully and in line with our Acceptable Use Policy. You’re responsible for how your service is used, including by people in your household and your guests.
• Keep your details current, especially your email address, mobile number and card. That’s how we reach you.
• Keep your portal login secure, and tell us promptly if you think someone else has used your account.
• Not resell the service or share it outside your household.
• Leave nbn’s equipment alone. The nbn connection box and other nbn equipment at your premises belong to nbn. Keep it powered, don’t tamper with it, and give nbn reasonable access to install or repair it.

We handle your personal information as our Privacy Policy describes, under the Privacy Act 1988 and the Australian Privacy Principles. We never sell it and we don’t share it with advertisers.

As a carriage service provider, Part 5-1A of the Telecommunications (Interception and Access) Act 1979 requires us to keep certain information about your service (such as the IP addresses allocated to you and when your connection was active) for 2 years. We don’t keep the content of your communications or your browsing history. We give information to law enforcement and security agencies only where the law requires or authorises it.

If you’re going through a hard time with money, our Financial Hardship Policy explains what we can do. It’s made under the Telecommunications (Financial Hardship) Industry Standard 2024.

If you’re affected by domestic, family or sexual violence, our family violence policy explains how we can help keep you and your account safe. You don’t have to prove anything to get help.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. These include that we supply the service with due care and skill, that it’s fit for any purpose you tell us you need it for, and that it’s supplied within a reasonable time.

For major failures with the service, you are entitled to cancel your service contract with us, and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If a failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Nothing in these terms excludes, restricts or changes those guarantees, or any other right you have under a law that can’t be excluded.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for our fraud or wilful misconduct.

We’re not responsible for loss to the extent it’s caused by something you or your household did, by your own equipment or wiring, or by a breach of these terms by you.

The service is residential grade. If an outage would cost you money or put someone at risk, please have a backup, such as a mobile service.

Sometimes things outside our reasonable control stop us from supplying the service: for example, natural disasters, severe weather, widespread power outages, damage to infrastructure by third parties, or failures in nbn’s network. If that happens, we won’t be in breach of these terms for the time we can’t supply the service, but we’ll keep you informed and do what we reasonably can to restore it.

This doesn’t affect your rights under the Australian Consumer Law (section 18), and you can always cancel (section 10).

If something’s gone wrong, tell us and we’ll fix it. Complain on 02 4398 7081 or at hello@warp.net.au. It’s free. We acknowledge complaints within 2 working days and resolve them within 15 working days, or within 2 working days if they’re urgent. If we ever need longer, we tell you why before the time runs out. Our complaints handling process has the full detail.

If you’re not happy with how we handle your complaint, you can contact the Telecommunications Industry Ombudsman (TIO). It’s free and independent. Phone 1800 062 058, visit tio.com.au, or write to PO Box 276, Collins Street West VIC 8007.

We send notices, invoices and anything else these terms require us to put in writing to the email address on your account. For time-sensitive things like appointment reminders, we may also text your mobile. An email we send counts as written notice.

You can give us notice at hello@warp.net.au, or by calling 02 4398 7081. We don’t publish a street address. Email or call us and we'll give you our postal address.

You can’t transfer your service to someone else without our agreement. We may transfer this agreement to another company as part of a sale or restructure of our business, as long as your rights under it aren’t reduced. We’ll tell you beforehand, and you can cancel as usual if you’d rather not continue.

If any part of these terms is found to be unenforceable, the rest still applies. If we don’t enforce a right straight away, we haven’t given it up.

These terms are governed by the law of New South Wales. The courts of New South Wales and the Commonwealth of Australia can hear disputes about them. This doesn’t stop you going to the TIO, or using any consumer protection law or tribunal available where you live.

• Billing period: each monthly period, starting on your go-live date and then on each monthly anniversary of it. Your invoice shows the dates it covers.
• CIS: the Critical Information Summary for a plan.
• Go-live date: the day your service is connected and working.
• Household: the people who live at your service address.
• Month one: the first month of your service, starting on your go-live date. You pay for it when you order.
• nbn: the National Broadband Network and NBN Co Limited, which operates it.
• NTD or connection box: the nbn device at your premises that your router plugs into.
• Portal: your WARP Internet online account.
• Service: the WARP Internet broadband service we supply to you under these terms.
• Working day: any day other than a Saturday, Sunday or public holiday in New South Wales.