Terms and Conditions

Effective Date: 14 October 2024 Last Updated: 28 March 2026

1. About Us

• NEPTUNE INTERNET PTY LTD
• ABN: 97 682 454 815
• Address: PO BOX 3043 Ripponlea VIC 3185
• Phone: 1800 868 508
• Email: [email protected]

These terms and conditions govern the use of our services and the provision of internet services according to the selected plan. By using our services, you agree to comply with these terms and with the Australian Consumer Law (ACL) and the Telecommunications Act 1997 (Cth).

Our Privacy Policy describes how we collect, use, store, and disclose your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

2. General Service Terms

2.1. Payment Terms

• Plans are billed one calendar month in advance. There is no lock-in period and no minimum term — you may cancel at any time. If you cancel mid-cycle, Neptune Internet will automatically issue a pro-rata goodwill refund for the unused portion of the billing period, less any fees retained as described below.
• All service plans are paid in advance on a monthly schedule, charging on the same day each month as your first payment (e.g. the 29th if you first paid on the 29th of Feb, or on the 28th if it's a leap year and there's no 29th).
• If your credit card payment fails, we will retry 1 day after the initial failure, then 3 days after that, then 5 days after that. On the third retry attempt your service will be rate limited. Five days after rate limiting, your service will be suspended. If you have not contacted us and arranged payment assistance within 2 days of suspension, your service will be disconnected from the NBN network. If you are experiencing financial difficulty, please refer to our Payment Assistance Policy.
• You can change your service plan at any time during the billing period, and any charges will be prorated in your next invoice.
• You can cancel your service any time using your customer portal. As a gesture of goodwill, Neptune Internet will automatically issue a pro-rata refund for the unused portion of your billing period when you cancel mid-cycle. However, the following fees already incurred will be retained:
  • Payment processing fees charged by our payment processor, Stripe: 1.7% of the transaction amount + A$0.30 for domestic cards, or 3.5% + A$0.30 for international cards;
  • NBN service transfer fee of A$5.50 (incl. GST), if the service is cancelled during the first calendar month of service.

2.2. Trial Periods

• We may offer a free trial to new customers only. The length of the trial will be stated in the sign-up form and the checkout form.
• Trial days are not a form of credit and cannot be transferred, exchanged, or refunded.
• Each customer is eligible for one trial only. This applies per person, per household, per address, per payment method, and per customer account.
• We reserve the right to determine eligibility for a trial at our sole discretion. Attempts to obtain additional trials — such as by using a different email address, creating a new account, or signing up under another household member’s name—may result in the trial being declined or cancelled.
• You may only trial plans that are available for your address based on the automated service qualification undertaken through the service qualification API of our wholesale suppliers. Only plans that Neptune Internet can access and deliver to your address via the wholesale network are eligible for trial.
• If you have previously received a trial, you are not entitled to a second trial, even if you change plans, relocate, or open a new account. The per-address restriction applies for a period of 24 months from the date of the previous trial; a genuinely new tenant at a previously trialled address may be eligible for a trial after that period or at Neptune Internet's discretion.
• At the conclusion of the trial, a valid payment method must be successfully charged in order for the service to continue. If payment cannot be processed or no valid payment method is provided, the service will be automatically disconnected without further notice.

2.3. Signing Up For the Service

• Plans available at your address are determined through an automated service qualification performed using the service qualification API of our wholesale suppliers. Only plans that Neptune Internet can access and deliver to your address via the wholesale network will be available for sign-up.
• Neptune Internet will not provide service to an address that does not successfully pass automated service qualification. We may, at our discretion, determine that an address is not serviceable, even if it is technically listed as eligible by the wholesale network. If we make such a determination, we will provide reasons upon request, and you may ask us to review the decision.
• The sign-up process is fully automated. Activation typically takes up to 2 business days, but may take longer depending on network availability or wholesale processes.
• A valid payment method must be provided before Neptune Internet can proceed with order processing or activation.

3. Fair Use of Service

When using a Service, you must comply with:

• Our Fair Use Policy
• All Laws: You must ensure that your use of the service is in compliance with Australian law.

4. Eligibility and Age Requirement

• You must be 18 years of age or older to sign up for or use Neptune Internet services.
• By creating an account or using the Service, you confirm that you are at least 18 years old and have the legal capacity to enter into a binding agreement.
• If you are under 18, a parent or legal guardian must create and manage the account on your behalf and is responsible for all use of the Service.

5. Unsolicited Electronic Communications Policy

• You must not use the Service for any purpose that violates the Spam Act 2003 (Cth), which prohibits sending unsolicited electronic communications such as emails, instant messages, SMS, or other commercial messages.
• For the purposes of this policy, unsolicited electronic communications include one or more unwanted commercial electronic messages, including but not limited to emails, instant messages, and SMS, as defined by the Spam Act.
• You must not use the Service to:
  • Send or assist in the sending of unsolicited electronic communications, such as emails, instant messages, or SMS;
  • Harvest email addresses, phone numbers, or other electronic identifiers to send unsolicited communications;
  • Host SMTP open relay servers or any gateways that facilitate the distribution of unsolicited electronic communications, including SMS gateways;
  • Otherwise breach the Spam Act.

6. Copyright

You are responsible for ensuring that your activities do not infringe the intellectual property rights of others.

6.1. Prohibited Activities:

• Do not reproduce, adapt, or distribute copyrighted materials without authorization.
• Ensure compliance with the Copyright Act 1968 (Cth) and other applicable laws.
• If Neptune Internet receives a credible copyright complaint, we will notify you in writing and allow a reasonable opportunity to respond before taking any action. If the complaint is not resolved, Neptune Internet may, where consistent with its obligations under the Copyright Act 1968 (Cth), degrade upload speeds or restrict access to infringing content.

7. Content

• Content Responsibility: You are responsible for all content accessed, stored, or shared via Neptune Internet.
• Protection for Minors: Take steps to block harmful or inappropriate content if minors use your Services.
• Restricted Content:
• Do not distribute unlawful, obscene, or offensive materials.
• Further information on content filtering programs is available on the Communications Alliance website http://www.commsalliance.com.au.
• If you have a complaint about content accessible on the Internet you may contact the ACMA by lodging an online complaint form at www.acma.gov.au, emailing [email protected] or faxing your complaint to the ACMA Content Assessment Hotline Manager on (02) 9334 7799. You may also report a complaint about content by emailing us at [email protected].

8. Breach of Terms of Service and Fair Use Policy

• Violation of this policy may lead to restrictions, suspension, or cancellation of your Services.
• Serious breaches may result in immediate cancellation.
• If we notice a breach of this policy, we’ll usually reach out and give you a chance to make things right. Failure to address the issue within a reasonable time may result in suspension or cancellation of your Services without further notice.
• If Neptune Internet cancels your service, you may request a pro-rata refund for any pre-paid charges. However, we reserve the right to deduct reasonable costs incurred due to actions or conduct that led to the cancellation.

9. Referral Program

Neptune permits its users to participate in a referral program designed to reward existing users for referring friends and family.

Upon successful referral, and conclusion of any trial periods, both parties will receive a $25 credit.

Since the referral program is intended to incentivise existing Neptune subscribers to recommend the service to their friends and family, there are some conditions:

• Promoting your referral code on any public forum, social media platform, or online community (including but not limited to Whirlpool, OzBargain, Reddit, Facebook groups, or Discord) is strictly prohibited.
• Referral credits are only granted after the referred customer has completed any trial period and has been an active, paying customer for at least 60 days.
• Any abuse of referral codes — including referral loops, chains (e.g. A refers B, B refers C, C refers A), or other manipulative practices — will result in the invalidation of the referral codes. Neptune Internet reserves the right to claw back referral credits already issued if abuse is later discovered. Referrers involved in such abuse will be permanently banned from participating in our referral program.
• We do not permit "referral loops". This describes a scenario where person A refers person B, who then refers person A.
• Stacking referral credits with other coupons and promotions is not allowed. It may be permitted at Neptune Internet's discretion.

Neptune reserves the right to invalidate a referral code if there is reasonable suspicion or proof that the conditions of the program have been breached.

10. Allocation of Identifiers

As part of your service, you may be allocated:

These identifiers may be licensed by third parties, such as APNIC. Any IP addresses assigned to you may be managed using NAT (Network Address Translation) or CGNAT (Carrier Grade NAT), unless a public IP is acquired.

All IP addresses statically associated with the customer account - including CGNAT, IPv6, delegated IPv6, and public IPv4 - remain assigned until the service is cancelled or suspended. IP addresses may be rotated at NEPTUNE INTERNET’s discretion.

On residential plans, a public IPv4 address may be returned to the address pool and replaced with a CGNAT address if NEPTUNE INTERNET reasonably determines that the public IPv4 address is not being utilised. This does not apply to public IPv4 addresses that are provided as a dedicated paid service, including additional IP address allocations.

IP Address Geolocation**

IP address–based geolocation is determined by third-party databases and services outside the control of Neptune Internet. While Neptune Internet publishes and maintains a public geofeed to assist in improving accuracy, no guarantee is provided that any website, application, or online service will correctly identify your geographical location. By using the Service, you acknowledge that IP-based geolocation accuracy is inherently best-effort and may vary depending on external data sources, and that Neptune Internet is not liable for any misidentification or resulting impact. Customers experiencing incorrect geolocation may contact [email protected] for assistance. Neptune Internet will make reasonable efforts to assist in resolving such issues upon request, but if the outcome remains unsatisfactory, you may request a pro-rata refund for the current billing month and discontinue the Service.

11. Service Disruptions and Maintenance

NEPTUNE INTERNET will take reasonable steps to ensure continuous service delivery, but there may be disruptions due to planned or unplanned maintenance. When feasible, we will notify you in advance of any planned maintenance that could disrupt your service.

NBN ^® Co. may also conduct scheduled or unscheduled maintenance, which could result in service interruptions. NEPTUNE INTERNET will notify you of these events as soon as possible and will take reasonable steps to minimize disruption.

12. Fault Reporting

You must report any faults or service issues in a timely manner using [email protected] email address. NEPTUNE INTERNET will investigate and address the fault as quickly as possible. If your service is disrupted, you may be entitled to a remedy under the ACL, depending on the nature of the fault and whether it constitutes a major failure.

13. Liability

Nothing in these Terms excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law (ACL) or any other law where those rights or remedies cannot lawfully be excluded, restricted, or modified.

If you are a consumer, or a small business entitled to protections under the ACL, our services come with guarantees that cannot be excluded under the ACL. Where there is a major failure with the services, you may be entitled to cancel the services and obtain a refund for the unused portion, and you may also be entitled to compensation for any reasonably foreseeable loss or damage suffered as a result of that major failure. Where there is a failure that is not a major failure, you are entitled to have the failure remedied within a reasonable time.

To the maximum extent permitted by law, and subject to any rights you have under the ACL or any other law that cannot be excluded, restricted, or modified:

NEPTUNE INTERNET is not liable for any indirect, incidental, special, exemplary, punitive, or consequential loss or damage, or for any loss of profit, loss of revenue, loss of business, loss of goodwill, loss of opportunity, loss of anticipated savings, or loss of data, whether arising in contract, tort (including negligence), statute, equity, or otherwise.

Where liability cannot be excluded but can be limited, our liability is limited, at our option, to: a. supplying the services again; or b. paying the cost of having the services supplied again.

Our total liability to you in connection with the services, whether in contract, tort (including negligence), statute, equity, or otherwise, is otherwise limited to the total amount paid by you to NEPTUNE INTERNET for the affected service in the 12 months preceding the event giving rise to the claim.

We are not liable for any loss or damage caused by:

1. events outside our reasonable control;
2. faults in third-party networks, platforms, infrastructure, or services;
3. planned or emergency maintenance;
4. your equipment, software, wiring, configuration, or misuse of the services; or
5. suspension, restriction, or cancellation of the services in accordance with these Terms, our Fair Use Policy, or applicable law.

Nothing in these Terms limits or excludes liability for death, personal injury, fraud, or any other liability to the extent that it cannot lawfully be limited or excluded.

14. Changes to Plans and Terms

We may change our plans, pricing, service features, and these Terms from time to time, including to reflect changes in our costs, suppliers, technology, network operations, legal or regulatory requirements, or the way we provide the Service.

We will provide at least 30 days' notice of any material change before it takes effect. Notice of material changes will be sent by email. We may also notify you through the customer portal or on our website.

If a change is required by law, regulation, a regulator, an emergency, or to protect the security or integrity of our network or systems, we may make the change immediately and notify you as soon as reasonably practicable.

Any change to these Terms or to a plan will not:

1. remove or reduce any rights or remedies you have under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted, or modified; or
2. apply retrospectively to charges already incurred, except where required or permitted by law.

If we make a material change that is likely to have a substantial adverse effect on you, and you do not accept that change, you may cancel the affected Service before the change takes effect by giving us notice. If you do so, we will not charge an early termination fee, and you may request a pro-rata refund for any prepaid amount for the period after cancellation, subject to any amounts you already owe us.

Changes to usage-based charges, third-party pass-through charges, taxes, or government-imposed charges may take effect from the date specified in the applicable notice.

Your continued use of the Service after a change takes effect will constitute acceptance of that change, to the extent permitted by law.

15. Intellectual Property

All content on this website, including text, graphics, logos, design, code and other material, is owned by or licensed to Neptune Internet Pty Ltd and protected by law. Neptune, Neptune Internet, Neso, Atmosphere, Recloud and related names, logos and branding are our trade marks and brand assets. Trade mark registration may be pending. You must not use our intellectual property without our prior written permission, except as permitted by law.

16. Third Party Apps and Services

You must not create, publish, distribute, promote or operate any third party app, website, integration, bot, interface, tool or service that uses our brand, content or services in an unauthorised way, or that suggests any affiliation with, endorsement by, or approval from Neptune Internet Pty Ltd, without our prior written permission.

17. Complaints and Contact

If you have any issues or concerns about your service, you can contact us at [email protected] or via the chat widget on our website. We will acknowledge your complaint within 2 business days and work to resolve it within 10 business days. Our full Complaints Handling Process describes how we record, escalate, and resolve complaints.

If you are not satisfied with how we have handled your complaint, you have the right to take it to the Telecommunications Industry Ombudsman (TIO), which is a free and independent service. The TIO can be contacted by phone on 1800 062 058 or online at www.tio.com.au.

You may also contact the Australian Competition and Consumer Commission (ACCC) or your local state consumer protection agency if you believe your rights under the ACL have been violated.

18. Financial Hardship

If you are experiencing financial difficulty and are unable to meet your payment obligations, please contact us as early as possible. Our Payment Assistance Policy outlines the assistance available to you, including payment arrangements. We will not disconnect your service while a hardship application is being assessed.

19. Privacy

We are committed to protecting your personal information. Our Privacy Policy explains how we collect, use, store, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. It also describes how you can access or correct your personal information, and how to make a privacy complaint.

20. Authorised Representatives

If you need someone to manage your account on your behalf, you may appoint an authorised representative. Please refer to our Appointment of an Authorised Representative form for details.