Terms & Conditions

1. Welcome to Veltrix

Welcome to Veltrix Connect Pty Ltd ("Veltrix", "we", "our", or "us").

Thank you for choosing Veltrix. We believe great Internet should be fast, reliable, transparent, and backed by people who genuinely care.

These Customer Terms & Conditions ("Customer Terms") explain the agreement between you and Veltrix when you purchase or use any of our services.

We've written these Customer Terms in plain English because we believe it's important that you understand your rights, your responsibilities, and ours.

By placing an order for a Veltrix service, activating a service, or continuing to use our services, you agree to be bound by these Customer Terms, together with our:

Privacy Policy
Acceptable Use Policy
Critical Information Summary (CIS) for your selected plan
Any applicable promotional terms

If there is any inconsistency between these documents, the following order of precedence applies:

Critical Information Summary
Promotional Terms (where applicable)
These Customer Terms
Acceptable Use Policy
Privacy Policy

Nothing in these Customer Terms excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable legislation.

2. Definitions

In these Customer Terms, unless the context indicates otherwise:

Account: means your customer account with Veltrix.
Activation Date: means the date your service becomes active.
Business Day: means Monday to Friday, excluding public holidays in New South Wales.
Community Fibre: means any privately operated fibre network supplied by Veltrix through an authorised wholesale network partner.
Customer, you, or your: means the individual or business that enters into this agreement with Veltrix.
Equipment: means any modem, router, Network Termination Device (NTD), cabling or other hardware used to access the service.
Internet Service: means any residential or business Internet service supplied by Veltrix.
NBN: means the National Broadband Network operated through NBN Co and its associated infrastructure.
Plan: means the Internet service you have selected, including any applicable pricing, speed tier, inclusions and conditions described in your Critical Information Summary.
Premises: means the address where the service is installed or provided.
Service: means any Internet, voice or future telecommunications service supplied by Veltrix.
Wholesaler: means any wholesale carrier, network provider or infrastructure operator used by Veltrix to deliver services.

3. Our Services

Veltrix provides residential and business Internet services throughout Australia using approved wholesale telecommunications networks.

Our services may include:

NBN services
Community Fibre services
Business Internet services
Future voice and unified communications services
Other telecommunications products introduced from time to time

The services available to you depend on:

Your service address
Network availability
Infrastructure capability
Technical limitations
Our wholesale partners

Not every plan or speed tier will be available at every address.

We will make reasonable efforts to provide the fastest suitable service available to your premises, however availability is ultimately determined by the underlying network infrastructure.

Service speeds are influenced by many factors, including:

Network technology
Wi-Fi performance
Customer equipment
Device capability
Network congestion
External internet destinations
Maintenance activities

Advertised maximum speeds represent the highest attainable speed under ideal conditions and are not guaranteed.

Typical evening speeds are published in each plan's Critical Information Summary.

4. Eligibility

To apply for a Veltrix service, you must:

Be at least 18 years of age;
Have the legal capacity to enter into a binding agreement;
Provide accurate and complete information;
Be authorised to request services at the nominated premises;
Agree to these Customer Terms and associated policies.

Business customers must ensure the person placing the order has authority to act on behalf of the business.

Veltrix may request reasonable identification or verification before activating a service.

We reserve the right to decline an application where:

Required information cannot be verified;
Service is unavailable at the nominated address;
Fraudulent or misleading information has been provided;
We are legally prevented from supplying the service;
There are other reasonable operational or security concerns.

Where an application is declined, we will endeavour to explain the reason where permitted by law.

5. Ordering a Service

You may order a Veltrix service through:

Our website;
Our customer support team;
Any authorised sales representative; or
Any future ordering channels approved by Veltrix.

When placing an order, you must provide accurate information including:

Your full name;
Contact details;
Service address;
Billing details;
Any other information reasonably required to provision the service.

Providing incorrect or incomplete information may delay activation or prevent your service from being connected.

Submitting an order does not automatically create a contract.

Your order is considered accepted once:

We confirm your order;
Network availability has been verified;
Any required validation has been completed; and
We commence provisioning your service.

If we cannot supply your requested service, we will notify you as soon as reasonably practicable and discuss any available alternatives.

6. Connecting and Activating Your Service

Connection times vary depending on the service ordered and the existing infrastructure at your premises.

Where your premises already has an active compatible service, activation may occur within a few hours of your requested transfer date.

Some services may require:

A technician appointment;
Installation of new infrastructure;
Activation of an existing line;
Installation or upgrade of a Network Termination Device (NTD); or
Additional work by the underlying network provider.

Estimated connection timeframes provided by Veltrix are estimates only and may change due to circumstances outside our reasonable control.

Delays may occur because of:

Weather events;
Access restrictions;
Wholesale network delays;
Infrastructure faults;
Third-party contractors;
Public holidays;
Unexpected technical issues.

Where a technician appointment is required, you must ensure appropriate access to the premises is available.

Failure to provide access may result in additional charges imposed by the underlying network provider.

Your monthly billing cycle will commence once your service has been successfully activated unless otherwise advised.

If activation is delayed due to circumstances outside your control, Veltrix will make reasonable efforts to keep you informed throughout the provisioning process.

Where a service cannot be activated despite reasonable efforts by Veltrix and our wholesale partners, either party may cancel the order without further obligation, unless costs have already been incurred on your behalf and disclosed to you in advance.

7. Equipment

Some Veltrix services require compatible networking equipment, such as a modem, router or Network Termination Device (NTD), to operate correctly.

Unless otherwise stated, customers are responsible for supplying and maintaining their own modem or router (BYO Equipment).

If you choose to use your own equipment, it is your responsibility to ensure that it:

Is compatible with the service you've ordered;
Meets the minimum technical requirements advised by Veltrix;
Is correctly configured; and
Is maintained in good working order.

Veltrix may provide general configuration assistance but cannot guarantee the performance or compatibility of third-party equipment.

Where equipment is supplied by Veltrix, ownership will remain with Veltrix unless otherwise agreed in writing or the equipment has been purchased outright by you.

Equipment supplied by Veltrix must not be intentionally modified, tampered with or used in a manner inconsistent with its intended purpose.

If equipment supplied by Veltrix is lost, intentionally damaged or not returned where required, you may be charged the reasonable replacement cost.

Veltrix is not responsible for faults caused by:

Customer-owned equipment;
Internal household wiring;
Wi-Fi interference;
Electrical faults;
Power failures; or
Equipment not supplied or approved by Veltrix.

8. Billing

Veltrix services are generally billed monthly in advance unless otherwise stated.

Your first invoice may include:

A pro-rata charge covering the period between activation and your first billing cycle; and
Your first full month's service fee.

Invoices will be issued electronically unless otherwise agreed.

It is your responsibility to ensure your billing information remains accurate and up to date.

Invoices must be paid by the due date shown on your invoice.

Failure to receive an invoice does not remove your obligation to pay for services supplied.

All prices published by Veltrix include GST unless otherwise stated.

Veltrix reserves the right to correct genuine administrative or pricing errors.

9. Payments

Veltrix accepts payment using approved payment methods, which may include:

Direct Debit;
Credit Card;
Debit Card; and
Other payment methods introduced from time to time.

Payment details are processed securely through trusted third-party payment providers.

Veltrix does not store complete credit or debit card details.

You authorise Veltrix to collect payments owing under your account using your nominated payment method.

If a payment fails, we may attempt to process the payment again after notifying you.

Repeated payment failures may result in:

Reminder notices;
Temporary service restriction;
Suspension of your service; or
Cancellation of your account in accordance with these Customer Terms.

Veltrix may charge any reasonable payment processing fees that are clearly disclosed before payment is made.

10. Direct Debit

If you choose Direct Debit, you authorise Veltrix (or our nominated payment provider) to debit your nominated account or payment card for amounts owing under your account.

It is your responsibility to ensure:

Sufficient funds are available;
Your payment details remain current;
Your financial institution honours the transaction.

If a Direct Debit payment is dishonoured, your financial institution may charge you fees.

Veltrix may also recover any reasonable fees incurred as a result of failed Direct Debit transactions where permitted by law.

If your payment details change, you must update them before your next scheduled payment.

You may cancel your Direct Debit authority at any time by contacting Veltrix. Cancelling your Direct Debit arrangement does not cancel your Internet service.

11. Pricing

The monthly price for your selected plan is set out in your Critical Information Summary.

Unless expressly stated otherwise:

Prices are charged monthly;
Prices include GST;
There are no lock-in contracts;
There are no early termination fees.

Veltrix may change its pricing from time to time.

Where a price increase affects an existing service, we will provide at least 30 days' notice before the new pricing takes effect.

If you do not accept the revised pricing, you may cancel your service before the new pricing commences without incurring cancellation fees.

Price reductions may be applied immediately without notice.

12. Promotional Offers

From time to time, Veltrix may offer promotional pricing, account credits, referral bonuses or other special offers.

Unless otherwise stated:

Promotional offers are available for a limited time;
Promotional offers cannot be exchanged for cash;
Promotions cannot usually be combined with other offers;
Promotional pricing automatically reverts to the standard monthly price after the promotional period ends.

Where promotional pricing applies, the standard monthly price will be clearly displayed before you place your order.

If a promotional offer was provided because minimum eligibility requirements were met, Veltrix may withdraw or reverse the promotion if those eligibility requirements were not actually satisfied.

Administrative errors relating to promotions may be corrected by Veltrix at any time.

Reader Reward

If you've taken the time to read this far—thank you.

We know most people don't read Customer Terms, so we'd like to reward those who do.

Email a screenshot of this section, along with your customer number, to [email protected] within 30 days of your service activation, and we'll apply a $10 credit to your first Veltrix invoice.

This offer:

Is limited to one credit per customer account;
Cannot be exchanged for cash;
Cannot be combined with other account credit promotions unless approved by Veltrix;
Applies only to active customer accounts; and
May be withdrawn or amended for future versions of these Customer Terms without notice.

If you've found this reward, congratulations—and thank you for taking the time to understand how our services work.

13. Changing Your Plan

Because all Veltrix residential services are provided on a month-to-month basis, you may request to upgrade or downgrade your plan at any time.

Plan changes are subject to:

Network availability;
Technical compatibility;
Wholesale provider capabilities; and
Any applicable provisioning requirements.

Some upgrades may occur within a few hours, while others may require additional provisioning or technician work.

Downgrades generally take effect from your next billing cycle unless otherwise advised.

Changing your plan may affect:

Promotional pricing;
Typical evening speeds;
Included features;
Available upload speeds; and
Future billing amounts.

Where your requested plan is unavailable at your address, Veltrix will discuss the closest suitable alternative with you.

Veltrix will never change your plan without your consent unless required by law, regulation, or because a service is being withdrawn by the underlying network provider. Where this occurs, we will provide reasonable notice and explain your available options.

14. Cancelling Your Service

Veltrix residential services are provided on a month-to-month basis with no lock-in contracts.

You may cancel your service at any time by contacting our Customer Support team.

To avoid being charged for your next billing period, you are responsible for requesting cancellation before your next billing date. We recommend providing at least two (2) business days' notice to allow sufficient time for your cancellation request to be processed.

Your monthly service is billed in advance. Once a new billing period has commenced, fees paid for that billing period are generally non-refundable and are not provided on a pro-rata basis simply because you choose to cancel your service during that billing period.

It is your responsibility to ensure your cancellation request is submitted in sufficient time before your next billing cycle.

Where you transfer your service to another provider, the transfer process may automatically cancel your Veltrix service once the transfer has been completed.

Veltrix is not responsible for delays caused by another provider during the transfer process.

Nothing in this section limits any rights or remedies you may have under the Australian Consumer Law.

15. When Veltrix May Suspend or Cancel a Service

While we always aim to work with our customers to resolve issues, there are circumstances where we may suspend or cancel a service.

Examples include:

Repeated failure to pay invoices;
Fraudulent activity;
Providing false or misleading information;
Serious or repeated breaches of these Customer Terms;
Breaches of our Acceptable Use Policy;
Illegal use of the service;
Directions from law enforcement or regulatory authorities;
Circumstances where continuing to provide the service would be unlawful or create a significant security risk.

Where reasonably possible, we will provide notice before suspending or cancelling a service and give you an opportunity to resolve the issue.

Immediate suspension may occur where necessary to protect our network, customers or legal obligations.

Suspension of a service does not remove your obligation to pay any outstanding amounts owing on your account.

16. Service Availability

Veltrix is committed to providing reliable Internet services; however, no telecommunications network can guarantee uninterrupted or error-free operation.

Service availability depends on many factors beyond our direct control, including:

NBN or Community Fibre infrastructure;
Wholesale network providers;
Third-party carriers;
Power availability;
Weather events;
Equipment failures;
Planned maintenance;
Emergency repairs; and
Events outside our reasonable control.

While we will make reasonable efforts to minimise interruptions, we cannot guarantee continuous service availability.

Where possible, we will notify customers of known interruptions through our website, customer portal or other appropriate communication channels.

17. Planned Maintenance

From time to time, maintenance is required to ensure the ongoing reliability, security and performance of our network.

Planned maintenance may be performed by:

Veltrix;
NBN Co;
Community Fibre network operators;
Wholesale carriers; or
Other authorised infrastructure providers.

Maintenance may temporarily interrupt your service.

Where practical, we will provide advance notice of planned maintenance that is expected to materially affect your service.

Emergency maintenance may need to occur without prior notice where required to maintain network stability or security.

We will always endeavour to keep planned interruptions as short as reasonably possible.

18. Network Faults and Service Issues

If you experience a problem with your service, please contact our support team as soon as possible.

When reporting a fault, we may ask you to:

Describe the issue;
Perform basic troubleshooting;
Restart your modem or router;
Test using a wired connection;
Confirm indicator lights on your equipment;
Provide photographs where appropriate; or
Allow us to perform remote diagnostics.

Many issues can be resolved remotely without requiring a technician visit.

Where the issue appears to involve the underlying network, we will lodge a fault with the relevant wholesale provider on your behalf.

Fault resolution timeframes depend on:

The nature of the fault;
The affected technology;
Wholesale provider response times;
Technician availability; and
Site accessibility.

Veltrix will keep you informed of significant updates throughout the fault resolution process.

19. Technician Appointments

Some faults or installations require attendance by a technician.

Where a technician visit is arranged:

You must ensure suitable access to the premises;
An authorised adult may need to be present;
Appointment times are provided by the underlying network provider and may change.

If a technician is unable to gain access or the appointment is missed due to customer circumstances, additional charges imposed by the underlying network operator may be passed on to you where permitted by law.

Veltrix will always advise you of any applicable charges before they are applied where reasonably possible.

20. Service Credits

Veltrix understands that reliable Internet is important.

If a significant service interruption occurs and is determined to be within Veltrix's reasonable control, we may choose to provide a service credit as a gesture of goodwill.

The provision of a service credit is assessed on a case-by-case basis and does not constitute an admission of liability.

Service credits:

Are applied to your Veltrix account;
Cannot generally be exchanged for cash;
Do not affect your rights under the Australian Consumer Law.

Nothing in this section limits any rights you may have under applicable consumer protection legislation.

21. Circumstances Beyond Our Control

Sometimes events occur that neither Veltrix nor our wholesale partners can reasonably prevent.

These may include:

Natural disasters;
Floods;
Bushfires;
Storms;
Power outages;
Government actions;
Industrial action;
Cybersecurity incidents;
Acts of terrorism;
Major infrastructure failures;
Pandemics or public health emergencies; or
Any other event beyond our reasonable control.

Where such events affect your service, Veltrix will use reasonable efforts to restore services as quickly as practicable and keep customers informed.

Neither party will be considered in breach of these Customer Terms where performance is prevented by circumstances beyond reasonable control.

22. Moving Home

If you move to a new address, Veltrix will make reasonable efforts to transfer your service where network availability permits.

Moving your service is subject to:

Service availability at the new address;
Infrastructure capability;
Wholesale provisioning requirements; and
Any applicable installation or technician requirements.

Unfortunately, we cannot guarantee that your existing plan, pricing or speeds will be available at your new premises.

We recommend contacting us as early as possible before your move so we can assist in planning your connection and minimise any interruption to your Internet service.

23. Your Responsibilities

To help us provide a reliable service, you agree to:

Provide accurate and up-to-date information when ordering or managing your service;
Keep your account details and contact information current;
Ensure your nominated payment method remains valid;
Maintain any customer-owned equipment used to access the service;
Take reasonable steps to secure your home or business network, including using strong passwords and keeping your equipment updated;
Comply with these Customer Terms and our Acceptable Use Policy;
Use the service only for lawful purposes.

You are responsible for all activity that occurs through your account unless you notify us of unauthorised access as soon as reasonably practicable.

24. Acceptable Use

Our services are provided for legitimate personal and business use.

You must not use, or allow others to use, your service to:

Engage in unlawful activity;
Transmit malicious software or viruses;
Send unsolicited bulk emails (spam);
Conduct phishing or identity theft;
Launch or participate in denial-of-service (DoS or DDoS) attacks;
Access systems without authorisation;
Infringe another person's intellectual property rights;
Distribute illegal or prohibited content;
Interfere with the operation of our network or another person's service.

Further information is available in our Acceptable Use Policy , which forms part of these Customer Terms.

25. Consumer Guarantees

Nothing in these Customer Terms excludes, restricts or modifies any rights or remedies that cannot legally be excluded under the Australian Consumer Law or any other applicable legislation.

Where our services are supplied to consumers, they come with guarantees that cannot be excluded under Australian law.

If you believe your consumer guarantee rights have not been met, please contact us so we can investigate and work towards a resolution.

26. Limitation of Liability

To the maximum extent permitted by law, Veltrix is not liable for indirect, incidental, special or consequential loss arising from the use of our services.

This includes, but is not limited to:

Loss of profits;
Loss of business opportunities;
Loss of revenue;
Loss of goodwill;
Loss of data;
Business interruption; or
Any loss arising from circumstances outside our reasonable control.

Where liability cannot be excluded by law, our liability is limited to the remedies available under the Australian Consumer Law.

Veltrix is not responsible for:

Failures of customer-owned equipment;
Third-party software or services;
Wi-Fi performance within your premises;
Interruptions caused by wholesale network providers;
Events beyond our reasonable control.

Nothing in these Customer Terms limits any rights you have under the Australian Consumer Law.

27. Privacy

Veltrix respects your privacy and handles personal information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy .

Our Privacy Policy explains:

What information we collect;
How we use it;
Who we may share it with;
How we protect it; and
How you can access or correct your information.

Our current Privacy Policy is available on our website.

28. Complaints

If you're unhappy with any aspect of our service, we'd like the opportunity to make it right.

You can contact our Customer Support team by phone or email to lodge a complaint.

When making a complaint, please provide:

Your name;
Customer number (if available);
Contact details;
A description of the issue; and
Any relevant supporting information.

We aim to acknowledge complaints within two (2) business days and work towards resolving them as quickly as reasonably practicable.

If your complaint requires further investigation, we'll keep you informed of our progress.

If we are unable to resolve your complaint to your satisfaction, we'll advise you of any available options for further review or external dispute resolution, where applicable.

29. Changes to These Customer Terms

Veltrix may update these Customer Terms from time to time to reflect:

Changes to our services;
Changes in technology;
Changes to applicable laws or regulations; or
Improvements to how we operate.

Where a change is likely to have a material adverse effect on existing customers, we'll provide reasonable notice before the updated terms take effect.

The latest version of these Customer Terms will always be available on our website.

Continuing to use our services after updated terms take effect constitutes acceptance of those updated terms, except where the law provides otherwise.

30. Governing Law

These Customer Terms are governed by the laws of the State of New South Wales and the Commonwealth of Australia.

Any dispute arising under these Customer Terms will be subject to the jurisdiction of the courts of New South Wales, unless applicable law provides otherwise.

31. Severability

If any provision of these Customer Terms is found to be unlawful, invalid or unenforceable, that provision will be severed to the extent necessary.

The remaining provisions will continue in full force and effect.

32. Entire Agreement

These Customer Terms, together with the following documents, form the entire agreement between you and Veltrix regarding your services:

Critical Information Summary (CIS)
Privacy Policy
Acceptable Use Policy
Any applicable promotional terms
Any additional terms expressly agreed in writing.

These documents replace any previous discussions, representations or agreements relating to the services, except where required by law.

33. Contact Us

If you have any questions about these Customer Terms or your Veltrix services, please contact us.

Veltrix Connect Pty Ltd