Terms of Service

These terms are an agreement between you and Galah Broadband Pty Ltd (ABN 12 345 678 901), trading as Galah Broadband(“we”, “us”, “our”). They cover every residential NBN broadband service we supply to you, together with our Acceptable Use Policy, our Privacy Policy and the Critical Information Summary for your plan. By ordering or using a service, you accept these terms.

We supply broadband internet over the National Broadband Network (NBN). We are a retail service provider: we purchase wholesale NBN access through a wholesale aggregator and resell it to you with our own network, support and billing on top. The technology used to connect your premises (such as FTTP, FTTC, FTTN, HFC or fixed wireless) is determined by NBN Co, not by us, and affects the maximum speed achievable at your address.

All plans include unlimited data and a dynamically allocated IP address. We do not supply a modem or router — the service is BYO equipment (see section 9).

To open an account you must be at least 18 years old, provide accurate contact and address details, and keep them up to date. You are responsible for everything that happens on your service and for keeping your account credentials secure. Tell us promptly if you suspect someone else is using your account.

Every plan is month-to-month. There is no fixed-term contract, no setup fee and no early termination charge. You can cancel at any time through your account portal or by contacting us; the service ends at the close of your current billing period and we do not bill you again. We do not refund the unused portion of a billing period already paid, except where the Australian Consumer Law requires it.

We bill monthly in advance. Your first payment is taken when your service is activated, and on the same date each month after that. All prices are in Australian dollars and include GST. Payments are processed by our payment provider, Stripe — we never store your full card number on our systems.

If we change the price of your plan, we will give you at least 30 days’ written notice before the new price takes effect. If you don’t like the change, you can cancel before it starts and pay nothing further.

If a payment fails, we will let you know and retry it over the following days. If payment remains outstanding for more than 14 days after the due date, we may restrict or suspend your service until the account is brought up to date. Before suspending, we will contact you using the details on your account. If you are having trouble paying, please read our Financial Hardship Policy — there are options, and asking costs nothing.

The speed figures we advertise are typical busy-period speeds: what most customers on that plan can expect between 7pm and 11pm, measured in line with the ACCC’s broadband speed claims guidance. They are not guaranteed minimums. Actual speeds vary with your NBN technology type, the length and quality of the line to your premises, your modem and Wi-Fi setup, in-home wiring and network congestion.

If your connection can never reach the speed tier of your plan (for example, because of your line), we will tell you once we know, and offer you a lower-tier plan with a refund of the difference, or the option to cancel without penalty.

Your use of the service must comply with our Acceptable Use Policy, which forms part of these terms. In brief: no illegal activity, no spam, no attacking other people’s networks. Running your own servers for personal use is fine.

You supply your own modem or router. It must be compatible with your NBN technology type and must not cause harm to the network or other users. We will give you the connection settings you need and reasonable help getting online, but we cannot guarantee support for every device ever manufactured.

We aim to keep your service available at all times, but no carriage service is fault-free. Planned maintenance (ours, our wholesaler’s or NBN Co’s) is generally scheduled overnight, and we will give notice where practicable. Report faults to us — not to NBN Co — on 1300 425 240 or help@galah.example (8am–8pm AEST, 7 days) and we will manage the fix, including raising it with the wholesale network where needed.

We may suspend or cancel your service if:

• your account remains unpaid as described in section 6;
• you materially breach these terms or the Acceptable Use Policy and, where the breach can be fixed, you do not fix it within a reasonable time after we ask;
• we are required to by law or by a regulator; or
• we stop offering the service in your area — in which case we will give you at least 30 days’ notice and refund any amount paid for a period after the service ends.

Except where it would be unsafe or unlawful, we will warn you before suspending or cancelling, and suspension for non-payment is lifted promptly once the account is settled.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel the service and receive a refund for the unused portion, or compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage.

Nothing in these terms excludes, restricts or modifies those guarantees. Beyond them, and to the extent the law allows, our liability for any claim connected with the service is limited to resupplying the service or paying the cost of having it resupplied, and we are not liable for indirect or consequential loss (such as loss of business or data) or for events outside our reasonable control, including failures within the NBN itself.

We collect and handle your personal information as described in our Privacy Policy, in line with the Privacy Act 1988 (Cth) and our obligations as a carriage service provider, including mandatory metadata retention.

If something has gone wrong, we want to fix it. Our Complaints Handling Process explains how to lodge a complaint, how quickly we respond, and how to escalate to the Telecommunications Industry Ombudsmanif we can’t sort it out together. Complaining is always free.

We may update these terms from time to time. For changes that are more than trivially adverse to you, we will give you at least 30 days’ notice by email, and you may cancel without penalty before the change takes effect. The current version always lives at https://galah.example/legal/terms.

We send notices to the email address on your account; you can send notices to us at help@galah.example or Level 1, 42 Wallaby Way, Sydney NSW 2000. These terms are governed by the laws of New South Wales, and the courts of NSW and the Commonwealth of Australia have jurisdiction over any dispute. If part of these terms is found to be unenforceable, the rest still applies.