1. Your agreement with BroNET
Your provider is BroNET, ABN 43 150 753 265. The agreement begins when we accept your order. We may decline or cancel an order before activation if the service is unavailable, the information supplied is materially incorrect, payment authority cannot be established, or providing the service would be unlawful or unsafe.
You must be at least 18, have authority to order for the premises and provide accurate information. Address qualification is indicative until the wholesale network confirms the service and technology.
2. The service
BroNET supplies a broadband internet service using NBN infrastructure and Superloop’s wholesale network. A standard residential plan includes unlimited data and is month-to-month with no fixed minimum service term.
Plan speeds are maximum wholesale speed tiers, not guaranteed speeds. The Critical Information Summary states the advertised typical evening download and upload speeds. Actual performance varies with NBN technology and line conditions, network demand, faults, your router and Wi-Fi, cabling, device capability, content providers and the number of users.
The service does not include a telephone service, medical alarm monitoring, battery backup, Priority Assistance or guaranteed access to Triple Zero. Internet and connected devices may not work during a power failure. Keep another way to contact emergency services.
3. Charges, bills and recurring payment
You must pay the monthly plan price and any optional equipment, non-standard installation, replacement, usage or other charge clearly disclosed and accepted before it is incurred. Billing starts after activation. Your checkout and payment screen show the payment amount and authority before you approve it.
By establishing a card or PayTo authority, you authorise BroNET and its payment processor to request amounts properly due under the agreement using that method. You can replace a payment method in the customer portal. Cancelling a payment authority does not cancel the service or remove amounts already owed.
If a payment fails, contact us promptly. We may retry the payment, contact you and restrict or suspend service only after following applicable notice, financial-hardship and disconnection requirements. Tell us early if you are experiencing payment difficulty so we can discuss available assistance.
4. Routers and equipment
You may use compatible customer-supplied equipment. BroNET cannot guarantee the performance, security or supportability of equipment we did not supply.
Some plans may offer eligible eero Wi-Fi hardware when you remain connected for 36 months. The specific model, ownership arrangement, eligibility, delivery charge and any amount payable if the service ends early must be shown and accepted in a separate equipment offer before dispatch. If those details have not been provided, the equipment option is not yet part of your agreement.
You must take reasonable care of supplied equipment and follow setup, safety and return instructions. Manufacturer warranties and rights under the Australian Consumer Law continue to apply.
5. Fair and lawful use
Unlimited data is for ordinary residential use. You must not use the service unlawfully, infringe others’ rights, threaten or harass people, distribute malware, interfere with a network, bypass security, send spam, resell the service without approval or use it in a way that creates a serious risk to the service or others.
If misuse occurs, we may ask you to stop, take proportionate protective action or suspend or cancel the service. Except where urgent action is reasonably necessary for security, safety or law-enforcement reasons, we will provide notice and a reasonable opportunity to fix the issue.
6. Plan changes and cancellation
You may request a plan change, subject to address and technology eligibility. Any new price and effective date will be confirmed before the change.
You may cancel a no-lock-in service at any time through your customer account or by contacting support. A date selected online remains requested until the network provider confirms it; the connection may stop at any time on the confirmed date. We will confirm any final amount. Charges already incurred and accepted equipment obligations may still apply. Do not assume moving your service to another provider automatically cancels every BroNET service or equipment arrangement.
We may vary a plan, price or these terms where reasonably necessary. We will provide the notice required by law and explain any right to cancel without an additional service cancellation fee where a change is materially detrimental.
7. Faults, complaints and payment assistance
Report faults and complaints through the customer portal, Ask Alex, or email support@bronet.com.au. Tell us if the matter is urgent, involves safety, disconnection or financial hardship. We will handle complaints under applicable telecommunications complaint rules and give you a reference or written record on request.
If we cannot resolve a telecommunications complaint, you may contact the Telecommunications Industry Ombudsman online or on 1800 062 058. The TIO is free and independent. Please give BroNET a reasonable opportunity to resolve the complaint first.
8. Consumer rights and responsibility
Nothing in these terms excludes, restricts or modifies a guarantee, right or remedy that cannot lawfully be excluded, including under the Australian Consumer Law. Where the law permits, each party is responsible for loss that is reasonably foreseeable and caused by its breach, negligence or wrongful act, subject to any lawful limitation.
You are responsible for securing your account, devices and home network, maintaining current contact and payment details, and telling us promptly about unauthorised access. BroNET is not responsible for third-party content or services you choose to access, or for failures outside our reasonable control, but this does not limit any non-excludable right.
9. Privacy, notices and governing law
Our Privacy Policy explains how we handle personal information. We may send notices to your account, email, mobile number or postal address. Keep those details current.
The laws of Queensland and the Commonwealth of Australia apply. If one provision is invalid, the remaining provisions continue. Contact support@bronet.com.au if you need these terms in an accessible format.