Terms & Conditions

In these terms, “we”, “us” and “Glue IT” mean Glue IT, a registered business name of Graham Peter Hand (ABN 69 317 210 850, registered for GST) of Penrith NSW 2750. “You” means the person or business that orders or uses our services.

By ordering, activating or using a service, you agree to these terms together with the specific plan details, any applicable Critical Information Summary (CIS), our Privacy Policy and any order form or quote we give you. If those documents conflict, the order form or quote for your particular service prevails to the extent of the inconsistency. Nothing in these terms limits rights you have under the Australian Consumer Law (see section 8).

Glue IT supplies telecommunications services and IT services to homes and small businesses. Depending on what you order, this can include:

• Internet & nbn™— new connections, plan changes and provider switches, using nbn™ carriage supplied to us via our wholesale aggregator (NABIH).
• Voice & hosted phone systems — VoIP, SIP and hosted PBX services delivered over the Access4 / Broadsoft platform, including number porting.
• Business mobile — mobile plans carried on the Telstra network via NABIH.
• IT support & hardware — managed IT, computer repair, cabling, and supply and installation of routers, handsets and related equipment.

Some services depend on a third party’s network or platform. Where a carrier, wholesaler or platform provider changes, withdraws or is unable to deliver an underlying service, that can affect the service we provide to you; we’ll act reasonably to keep you informed and to find an alternative where one is available.

When you take a service from us, you agree to:

• give us accurate information (including your identity, service address and payment details) and keep it up to date;
• use the service lawfully, and not for anything that is illegal, infringes others’ rights, or damages or interferes with our or a carrier’s network;
• keep your account credentials, handsets and equipment reasonably secure, and tell us promptly if they’re lost, stolen or compromised;
• make sure your premises, power and any equipment you supply are suitable for the service, and give our technicians safe access when installation or repair is needed;
• pay your charges on time (see section 4); and
• be responsible for use of the service by anyone you allow to use it.

If you’re signing up on behalf of a business, you confirm you’re authorised to bind that business to these terms.

The price for your service is set out in your plan, quote or CIS. Unless we state otherwise, prices are in Australian dollars and include GST.

• Billing cycle — recurring service charges are billed monthly in advance. Usage-based charges (for example call charges outside your plan) are billed in arrears. Your billing date and cycle [to confirm].
• Setup & activation — any setup, activation or connection fee for your service [to confirm] and will be shown before you order.
• Hardware — the cost of any equipment you buy from us (such as a router or handset) [to confirm] and is payable as set out on your order.
• How you pay — you authorise us to charge your nominated payment method for amounts due. We may ask for direct debit or card authority as a condition of some plans.
• Late or failed payment— if a payment fails or is overdue, we may follow up, and after reasonable notice we may suspend or restrict the service until the account is brought up to date. We’ll always give you the notice required by the applicable industry code.

If you think a charge is wrong, contact us and we’ll investigate — see Complaints.

Some services need equipment (such as a modem/router, network termination device or handset) and, in some cases, on-site installation or cabling.

• Equipment you buy from us becomes yours once you’ve paid for it in full; until then, it remains our property.
• Any equipment we provide on loan or as part of a service (for example, hardware that stays connected to the network) remains ours, and you agree to look after it and return it if the service ends.
• You’re responsible for the ongoing power, internet cabling and physical environment the equipment needs, unless we’ve agreed otherwise in writing.
• Where installation is booked, you’ll ensure safe and timely access to the premises. Missed appointments or work needed beyond a standard install may attract additional charges, which we’ll tell you about first.

Equipment carries any manufacturer’s warranty, and your rights under the Australian Consumer Law (see section 8) apply and are not affected by this section.

Your plan may be month-to-month or on a fixed minimum term — this is shown in your plan details and CIS.

• Minimum term — the minimum term for your service (if any) [to confirm].
• Cancelling — you can ask to cancel a service by contacting us. The notice period we need to end or change a service [to confirm]. On a month-to-month plan, charges stop at the end of the billing cycle in which the service ends, unless we agree otherwise.
• Early termination — if you cancel a fixed-term service before the minimum term ends, an early-termination charge may apply. How that charge is worked out [to confirm], and it will reflect our reasonable costs (it is not a penalty).
• If we end the service— we may suspend or end a service for serious or repeated breach of these terms, non-payment after notice, or where a carrier or platform withdraws the underlying service. We’ll give you reasonable notice unless we can’t (for example, for safety, legal or network reasons).

If your service isn’t working properly, contact us on 1300 458 348 or sales@glueit.com.au and we’ll help diagnose and fix it.

Some faults sit within a carrier’s or platform provider’s network (for example nbn™, the Telstra mobile network, or the Access4 voice platform). Where that’s the case, we’ll log and manage the fault with the relevant provider on your behalf, but restoration timeframes for those faults are partly outside our control. Any service levels or repair targets that apply to your plan [to confirm]. We can’t guarantee a service will be fault-free or uninterrupted, and factors such as your equipment, power, cabling and network congestion can affect performance.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures you’re entitled to a remedy such as a refund, replacement or cancellation, and to compensation for other reasonably foreseeable loss or damage. For failures that don’t amount to a major failure, you’re entitled to have the problem fixed within a reasonable time, and if that isn’t done, to cancel and get a refund for the unused portion. Nothing in these terms excludes, restricts or modifies those rights.

To the maximum extent the law allows, and subject to those consumer guarantees: we’re not liable for indirect or consequential loss, or for loss of profits, revenue, data or business; our total liability to you for a service is limited, at our option, to re-supplying the service or paying the cost of having it re-supplied; and we’re not responsible for failures caused by things outside our reasonable control, including third-party carrier or platform outages, your own equipment, or events beyond our control.

We handle your personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. How we collect, use, store and disclose it — including the carriers and platforms we deal with to provision your service — is explained in our Privacy Policy.

If something isn’t right, we want to fix it. Our complaints process explains how to raise a complaint, what happens next, and how to contact the Telecommunications Industry Ombudsman (TIO) if we can’t resolve it together.

We may update these terms from time to time — for example to reflect changes in our services, a carrier’s terms, or the law. If a change is likely to disadvantage you, we’ll give you advance notice by a reasonable method (such as email or a notice on this site) and, where the law requires it, the right to cancel without an early-termination charge. Continuing to use the service after a change takes effect means you accept the updated terms.

These terms are governed by the laws of New South Wales, Australia, and you and Glue IT submit to the non-exclusive jurisdiction of the courts of New South Wales.