Standard Form of Agreement

Becoming a Customer

When You ask Us to provide a Service, We decide whether to supply it to You based on the Service to be provided, Your eligibility for the Service, its availability to You, and You meeting Our credit requirements.

The contract between Us and You begins when We accept Your application for the supply of a Service.

How We Communicate

We prefer to communicate by email or through Our website. Invoices and notices are available via password-protected portals:

• Ardent InfraCo: https://portal.ardentinfraco.com.au
• WiFibre: https://portal.wifibre.com.au
• Nomad Mobile: https://portal.nomadmobile.com.au

We may also use SMS for billing, usage, and outage notifications.

Your Responsibilities

You are responsible for all use of Your Service, whether authorised by You or not. You must regularly review Your account and notify Us immediately if You believe it is being used without authorisation.

You must provide safe access to Your Premises for Us to install, maintain, repair or recover Equipment.

Use of the Service

You must use the Service only for the purpose for which it is provided and in accordance with Our Acceptable Use Policy. You must not use the Service to commit an offence or interfere with the operation of the Service or Our Network.

Liability

We are liable to You for breach of contract or negligence, subject to the limitations in this clause. We are not liable for losses caused by You, events outside Our reasonable control, or for business losses. Our goods and services come with statutory guarantees under the Australian Consumer Law.

Maintenance and Repair of Services

We will use reasonable care and skill in providing and maintaining the Services. We cannot guarantee the Services will be continuous and fault-free. You are responsible for maintaining Your own equipment.

Liability

We are liable to You for breach of contract or negligence, subject to the limitations in this clause. We are not liable for losses caused by You, events outside Our reasonable control, or for business losses. Our goods and services come with statutory guarantees under the Australian Consumer Law.

Charges and Payment

Charges are set out on Our websites and specific plan pages. You are responsible for paying all Charges for Your Service. We prefer payment by direct debit or credit card. Late payments may incur fees and may result in suspension of Your Service.

Credit Checks and Security Bond

We may conduct credit checks and require a security bond or advance payment if We have reasonable concerns about creditworthiness.

Cancelling or Suspending Your Service

You may cancel a Service at any time by giving Us 30 days written notice. Early termination fees may apply if You cancel during a fixed contract term. We may suspend or cancel Your Service in cases of material breach, non-payment, or other reasons set out in this clause.

Amending These Terms and Conditions

We may amend these terms. Changes that benefit You can be made immediately. For changes that may adversely impact You, We will give appropriate notice. You may cancel without early termination fees if a change has a material adverse impact.

Other Matters

If any term in this SFOA is void or unenforceable, that term is taken to be removed and the remaining terms continue in full effect.

Meanings of Words

Definitions for key terms such as Charge, Consumer, Equipment, GST, Network, Premises, Privacy Act, Service, We/Us/Our/VINE, and You/Your are set out in the full document.

Refund and Remedies Policy

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For details on minor/major failures, remedies, refunds, and how to make a claim, refer to the full policy in the document.

Specific Service Terms – Fixed Line Services

Details for Fixed Line Services, Standard Telephone Service, features, telephone numbers, porting, premium services, and responsibility for charges are set out in the full SFOA document.

Internet Service Terms

Terms for WiFibre FTTP/FTTH, NBN, VoIP and related services including provisioning, obligations, IP addresses, installation, limitations, and equipment are detailed in the full SFOA.

Specific Service Terms

Fixed Line Services
Terms for Full Service, Pre-select, Standard Telephone Service, telephone numbers, porting, premium services, and charges are detailed in the full SFOA document.

Internet Services (WiFibre FTTP/FTTH & NBN)
Provisioning, Your obligations, IP addresses, installation, service limitations, equipment, and voice service conditions are set out in the full document.

VoIP Services
Requirements, emergency calls, number porting, limitations, and early termination fees are detailed in the full SFOA.