Standard Form of Agreement
Master terms and conditions for all services supplied by Centrefit Group Pty Ltd
1. About these terms
These terms form a binding agreement between Centrefit Group Pty Ltd (“Centrefit”, “we”) and you (the customer). They apply to all services you order from us including:
- Residential and business nbn® internet
- VoIP (Voice over IP) telephony
- Wi-Fi, cabling, IT integration services
- CCTV, access control, alarm and automation installations and monitoring
If a specific quote, proposal or service description says something different to these terms, the specific document wins for that service only.
2. Placing an order
When you place an order (online, by phone, or in writing) you’re making an offer to buy the service. Your order is accepted when we issue a confirmation or activate the service, whichever happens first. We may decline an order if we can’t verify your identity, your address isn’t serviceable, or you have unpaid balances from a previous account.
3. Service supply
Centrefit resells internet access over the nbn® network in partnership with wholesale carriers. The nbn® is owned and operated by NBN Co Ltd. We do not own the underlying network and rely on nbn co and our wholesale carrier to maintain it. Our responsibility is to provision, bill and support your service — including troubleshooting and, where needed, raising fault tickets with nbn co on your behalf.
3.1 Activation timing
Most services activate within 3–10 business days of order. FTTP and HFC connections are typically faster; FTTN/FTTC/Fixed Wireless may take longer if new infrastructure or a technician visit is required. We’ll keep you informed and won’t charge you until your service is live.
3.2 Technology & speeds
Your actual speeds depend on the nbn® access technology at your premises, in-home wiring, Wi-Fi conditions, and network congestion during peak hours. The typical evening speeds published in your plan’s CIS are our honest estimate — they are not guaranteed minimums.
3.3 Faults & outages
We will make reasonable efforts to keep your service working but we do not guarantee the service will be fault-free or continuous. Planned maintenance is notified in advance where possible; emergency maintenance may be performed without notice. If a fault is within nbn co’s network, we are bound by their restoration timeframes — typically same business day for urban areas.
4. No lock-in, cancellation
Unless you’ve agreed to a specific fixed-term contract in writing, your service runs month-to-month and you can cancel anytime by giving us 7 days’ notice in writing (email is fine). You’ll be billed pro-rata up to the cancellation date; any paid-in-advance portion is refunded.
We may cancel your service if (a) you fail to pay after reasonable notice, (b) you use the service to breach the law or our Acceptable Use Policy, (c) you threaten or abuse our staff, or (d) we cease offering the service and give you 30 days’ notice.
5. Charges & billing
- Prices quoted include GST unless stated otherwise.
- Your first month’s plan charge is billed on the day your service is activated.
- Ongoing monthly charges are billed on your anniversary date in advance.
- Once-off charges (routers, professional installation, call-out fees) are billed immediately.
- Invoices are issued by email. Direct Debit is debited 10 business days after invoice date.
5.1 Price changes
We may change pricing from time to time. Any increase will be notified to you in writing at least 30 days before it takes effect. If you don’t want to accept an increase, you can cancel your service without penalty before it comes into effect.
5.2 Late payment
If a Direct Debit fails or an invoice is unpaid after 14 days, we may charge a dishonour fee (up to $15) and suspend the service. Services unpaid for more than 60 days may be referred to a debt-collection agency. We won’t do this without fair warning and a chance to arrange a payment plan — see our Financial Hardship Policy.
6. Your obligations
- Pay all charges on time.
- Tell us promptly if your contact details, billing details, or address change.
- Safeguard the credentials (passwords, router logins) we provide.
- Allow us or our contractors reasonable access to your premises for installation and fault repair.
- Not use the service for unlawful purposes or in a way that threatens network integrity.
7. Acceptable Use
You must not use any Centrefit service to:
- Send spam, phishing emails, or malware.
- Distribute content that infringes copyright or is otherwise illegal under Australian law.
- Conduct denial-of-service attacks or port scans against third parties.
- Resell our service to others without our written consent.
- Bypass any lawful restriction we’ve placed (e.g. premium-rate blocks, Wi-Fi captive portals).
We may suspend services pending investigation if we reasonably suspect a breach of these rules.
8. Equipment
Any hardware we provide (routers, VoIP handsets, cameras, access-control controllers) is either (a) sold outright to you on your invoice or (b) leased to you for the life of the service. Leased equipment remains our property and must be returned in working order at cancellation, or its replacement value invoiced to you. You are responsible for equipment once it arrives at your premises; loss, theft, or deliberate damage is your cost.
9. Our liability
To the extent permitted by law, our liability for loss arising from this agreement is limited to the amount you paid us in the 12 months before the event giving rise to the claim. We are not liable for indirect or consequential loss (including loss of profit, lost data, or loss of use) except where the Australian Consumer Law requires otherwise.
Nothing in this agreement excludes, restricts, or modifies any consumer guarantees, rights or remedies under the Australian Consumer Law that cannot lawfully be excluded. If we supply services under those guarantees, your remedy is limited (to the extent permitted) to re-supply of the service or the cost of re-supply.
10. Your consumer rights
You have rights under the Australian Consumer Law and the Telecommunications Consumer Protections (TCP) Code. Nothing here takes those away. See our Complaints Handling Policy for how to raise issues, and tio.com.au to contact the Telecommunications Industry Ombudsman.
11. Privacy
Your personal information is collected, used and protected in accordance with our Privacy Policy and the Privacy Act 1988 (Cth).
12. Direct Debit
By nominating a bank account for Direct Debit you authorise us to debit charges under your account in accordance with our Direct Debit Request Service Agreement.
13. Force majeure
Neither party is liable for failure to perform this agreement due to events outside its reasonable control — natural disasters, floods, storms, pandemic response measures, industrial action, failures of the nbn® network, or acts of government or war.
14. Changes to these terms
We may update these terms from time to time. For material changes that affect your rights or costs, we’ll give you at least 30 days’ written notice. If you don’t accept the change, you may cancel your service without penalty before the change takes effect.
15. Transfer
You may not transfer or assign this agreement without our written consent. We may assign this agreement to another party provided the new party takes on the same obligations to you — you’ll be notified in writing if this happens.
16. Governing law
This agreement is governed by the laws of Queensland, Australia. Both parties submit to the non-exclusive jurisdiction of the courts of Queensland.
17. Contact us
Centrefit Group Pty Ltd
Unit 1, 25 Paisley Drive, Lawnton QLD 4501
Phone: (07) 3188 5115
Email: support@centrefit.com.au