1. About these terms
These terms apply to services and products supplied by Highway Internet Services Pty Ltd (ABN 14 088 130 269), including internet, phone, email, hosting, domains, websites, IT services and equipment. Your order, quote, plan description and any Critical Information Summary may contain additional terms. If there is an inconsistency, a specific written term for your service takes priority.
2. Starting a service
A service begins when we accept your order and, where relevant, the service is activated. Availability and performance can depend on your address, access technology, wholesaler network, equipment, internal wiring, Wi-Fi environment and other factors outside Highway’s direct control.
Unless a quote says otherwise, our nbn services are month to month, with no connection fee and no early termination fee.
3. Charges and invoices
Prices shown to residential and small-business customers include GST unless we clearly state otherwise. Invoices are due 14 days from the invoice date.
Your first invoice includes a pro-rata charge from the date your service starts until the end of that month. If your service starts toward the end of a month, the first invoice may include both that pro-rata amount and the full charge for the following month.
If you have authorised automatic card payment, your card is normally charged through eWAY on the second day of each month when invoices are issued. If an unusually large excess or usage charge is due, we will contact you before processing it. Bank transfer details appear on each invoice.
Tell us promptly if you believe an invoice is incorrect. You must pay any undisputed amount by the due date while we investigate the disputed amount.
4. Overdue accounts
We send email reminders for overdue invoices and ordinarily try to contact you personally before taking further action. We do not automatically suspend a service simply because an invoice is late. If payment remains outstanding and we cannot agree on a suitable arrangement, we may restrict, suspend or cancel the service after giving any notice required by law.
If you are having difficulty paying, please contact us early. Our Payment Assistance Policy explains the options available.
5. Cancelling a service
You may cancel by telephone or email, although email is preferred because it gives both of us a written record. We can end a monthly service immediately or leave it active until the end of the current billing month, as you prefer. The full current month remains payable and unused days are not credited or refunded.
Hosting, domain and email services end at the close of the already-paid billing period. Domain registration and renewal charges cannot normally be refunded after the request has been submitted to the registry.
6. Using the service
You must use the service lawfully and must not use it to harm others, interfere with a network or system, distribute malware, send unsolicited bulk messages, infringe another person’s rights or attempt unauthorised access. You are responsible for reasonable security of your passwords, devices and network.
We may take reasonable action to protect customers, our systems and other networks, including restricting activity that creates a serious security, legal or operational risk.
7. Equipment and third-party services
Equipment supplied by us is covered by applicable manufacturer or refurbisher warranties and your rights under the Australian Consumer Law. Third-party platforms and wholesale networks have their own operating requirements and outages. Highway remains your point of contact for services we sell, even when another provider supplies part of the underlying network.
8. Service faults and interruptions
Please report faults as soon as practical and help us complete reasonable troubleshooting. Planned maintenance, emergencies, power failures, nbn or wholesale network faults, and events beyond our reasonable control may interrupt a service. We will work with the relevant supplier and keep you informed where we can.
9. Changes
We may change a service, price or these terms when reasonably necessary. We will provide any notice required by law and explain your options if a change is likely to be detrimental to you.
10. Consumer rights
Nothing in these terms excludes, restricts or modifies a right or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law and telecommunications regulation.
11. Contact and complaints
Contact Highway on 02 6372 3645 or admin@hwy.com.au. Our standard contact hours are 9 am–6 pm Monday to Friday. See our Complaints Handling Policy if you want an issue formally recorded and reviewed.