Standard Form of Agreement

HIT Pacific Broadband — IEISI.ORG PTY LTD (ACN 695 032 314)

Version 1.4 — Effective 16 May 2026
This is the Standard Form of Agreement (SFOA) between you and HIT Pacific Broadband. It is also our Terms of Service. By signing up, you confirm that you have read and agree to these terms. Keep a copy for your records. Section numbers are used as references in complaint correspondence.

1. Who we are

HIT Pacific Broadband is a brand name of IEISI.ORG PTY LTD (ACN 695 032 314), a Carriage Service Provider (CSP) registered in Queensland, Australia. We provide residential NBN broadband services using wholesale NBN infrastructure.

Our contact details are at Section 21.

2. What this agreement covers

This agreement applies to every NBN broadband service we provide to you. It covers:

The terms on which we supply your service
How we bill you and collect payment
What happens if payment fails
How to cancel
How we handle faults and support requests
How to make a complaint
Our respective rights and responsibilities

Your Critical Information Summary (CIS) is part of this agreement and is specific to your plan. If there is a conflict between the CIS and this document, the CIS prevails for the item covered by the CIS.

3. Your plan and pricing

Your plan, speeds, and monthly price are set out in the CIS you acknowledged at sign-up. Current plans and pricing are listed at hitpacific.com.au/plans.

All prices are in Australian dollars and include GST.

NBN speeds are stated as nominal (the maximum the technology supports). Actual speeds depend on your connection type, distance from the node (for copper-based connections), in-home wiring, router, and network conditions. Typical evening download speeds for your plan are in your CIS. Speed is not guaranteed.

4. Billing

Your service is billed in advance. Your first payment is collected at sign-up before your order is placed. After that, you are billed monthly (or fortnightly if you chose that cycle) on your billing anniversary — the same day of the month your service was activated.

Your invoice is issued 7 days before the due date and sent to your email address on file. You can pay manually via the link in your invoice, or set up automatic payment (recommended) so your invoice is settled on the due date without any action on your part.

If an automatic payment cannot be collected, we will notify you by email. See Section 8 for what happens if payment is not received.

5. Payment methods

Payments are processed by Stripe or GoCardless depending on your chosen method. Invoices are issued through Xero. We do not store your credit card numbers, bank account numbers, or other payment credentials — these are held securely by the relevant payment processor.

Available payment methods:

PayTo — bank-authorised real-time mandate (via Stripe)
BECS Direct Debit — bank account direct debit (via Stripe)
Card — Visa, Mastercard, and Amex (via Stripe)
Apple Pay / Google Pay / Stripe Link — tokenised card payment (via Stripe)
GoCardless Direct Debit — bank account direct debit via GoCardless. When you choose this method, you enter into a Direct Debit Request (DDR) service agreement directly with GoCardless. Your bank account details are held by GoCardless, not by HIT Pacific. GoCardless's terms and privacy policy are available at gocardless.com.

Automatic recurring payment is voluntary but recommended. If you set up automatic payment, you authorise the relevant payment processor to debit your nominated method on each due date. You can cancel or change your payment method at any time by contacting us.

6. Cancellation

There is no lock-in contract and no exit fee — unless an NTD upgrade was required to activate your service (see Section 7).

You can cancel at any time by emailing hello@hitpacific.com.au or through your account portal. On cancellation:

Your service will be disconnected at the end of your current billing period.
No refund is issued for any unused portion of a billing period. Services are prepaid and non-refundable once the billing period has commenced.
We will stop further billing immediately on receipt of your cancellation request.

If you wish to cancel before your order has been provisioned by our wholesale carrier, contact us immediately. We will attempt to withdraw the order, but an order withdrawal fee may apply (see Section 10), and withdrawal is not guaranteed once provisioning has commenced.

We may cancel your service with 30 days written notice for any reason. We may cancel immediately for serious breach of this agreement or the Acceptable Use Policy (Section 11).

7. NTD upgrade — commitment period and exit fee

Some addresses require a hardware upgrade to the NBN Network Termination Device (NTD) to support speeds above 1000 Mbps (Home Hyperfast plans). Where an NTD upgrade was performed as part of your connection:

A $200.00 exit fee applies if you cancel or downgrade below 2000 Mbps within the commitment period.
The commitment period is 12 months for FTTP connections and 6 months for Fixed Wireless connections.
This fee is a pass-through of the NTD upgrade cost charged to us by NBN Co via our wholesale carrier. It is not a profit margin.
Whether an NTD upgrade applies to your connection was disclosed to you in the sign-up flow and in your CIS before you agreed to these terms.

No other exit fee applies to any HIT Pacific Broadband plan.

8. Non-payment, cancellation, and restoration

If payment is not received by the due date, the following process applies automatically:

Day 7 overdue: We cancel your service with our wholesale carrier. Your NBN service stops. We notify you by email.
Day 14 overdue: If you pay all outstanding amounts by this date, we will restore your service on the same plan and terms as before (“as was”). Contact us to arrange restoration once payment is made.
Day 21 overdue: We will refuse to restore service and may refer the outstanding debt to a collection agency.

These steps are automated. The best way to avoid them is to contact us early — hello@hitpacific.com.au. We can often work something out before the process runs.

Hardship: If you are experiencing financial difficulty, you must invoke the hardship process before Day 14. Contact us and we will move you to one of our Fair Go options and pause the cancellation process. After Day 14, collection action may have commenced and options are more limited. See Section 13.

9. Price changes

We will give you a minimum of 28 days written notice (by email) before any price increase takes effect on your account. You may cancel without an exit fee during the notice period if you do not wish to continue at the new price.

We will never add a new charge to your account without first disclosing it in our price list and notifying you. If a pass-through fee from NBN Co or our wholesale carrier is introduced and we have not completed that disclosure process, we absorb the fee rather than pass it on to you retroactively.

10. Pass-through fees

Certain fees levied by NBN Co or our wholesale carrier may be passed through to you where they arise directly from your service or a specific action. These are listed in our price list at hitpacific.com.au/plans and are disclosed to you at the time of the action that could trigger them.

Examples of pass-through fees (where applicable to your connection type):

Fee	When it applies
NTD upgrade exit fee ($200)	Cancel or downgrade within commitment period — see Section 7
No fault found fee	A technician is dispatched but no NBN network fault is found
Missed appointment fee	You miss a booked NBN technician appointment without 24h notice
New development charge	Greenfields addresses where NBN Co charges a connection fee
Wholesale supplier bypass fee	You contact our wholesale suppliers directly, bypassing HIT Pacific’s support process — see Section 14

A pass-through fee will only appear on your invoice if it was disclosed to you before you took the action that triggered it, and you had a genuine opportunity to choose differently.

11. Acceptable use

Our plans are available for personal and business use. You must not:

Resell or on-sell the service to third parties
Use the service for any unlawful purpose
Use the service in a way that damages or disrupts the NBN network or other users
Attempt to circumvent network security or access systems you are not authorised to access

We do not apply data caps or speed throttling. We do not engage in traffic shaping by application type.

NBN TC4 — best-effort: All plans are delivered on NBN Traffic Class 4 (TC4), a best-effort, shared-network service. Speeds are not guaranteed. Actual speeds depend on your connection type, in-home wiring, router, and overall network demand at the time.

ESLA (Enhanced Service Level Agreement): Available as an add-on on selected plans. ESLA provides a prioritised fault restoration target (4-hour restoration, business hours) through NBN Co. It does not guarantee speed, latency, or uptime — it only affects how quickly NBN Co prioritises restoration of a confirmed network fault.

12. Equipment

The NBN Termination Device (NTD) at your premises is owned by NBN Co. Do not tamper with, move, or disconnect the NTD. If the NTD is damaged through misuse, NBN Co may charge for replacement — this would be a pass-through fee on your account.

Customer-supplied equipment (BYOD): You may supply your own router. Any compatible router will work — your plan does not require a specific device. We are not responsible for faults in your router, in-home wiring, or devices connected to your network. Support for in-home network issues is provided on a best-efforts basis.

Equipment supplied by us: Where we supply equipment (such as a router), that equipment carries the manufacturer’s warranty. We rely on the manufacturer’s warranty terms and support systems for any defects or failures — we do not provide an independent warranty beyond what the manufacturer offers. We may charge shipping and handling fees for equipment exchanges under warranty or otherwise. You should register your equipment with the manufacturer and check its warranty status directly with them.

Configuration advice: We may provide recommendations on how to configure and manage your router or other customer premises equipment (CPE). Such advice does not make us responsible for your equipment’s fitness for purpose under ACL s.61 — that responsibility remains with the manufacturer. We may from time to time advise you of known issues with specific equipment, including recommendations to apply software or firmware updates or to replace end-of-life equipment. Acting on that advice is your decision.

13. Financial hardship

If you are experiencing financial difficulty and are unable to pay your bill, contact us at hello@hitpacific.com.au before your service is suspended. We will work with you on a payment plan, deferred billing, or a temporary reduction to our hardship plan (Fair Go) where appropriate.

We will not refer your account to a debt collector while an active hardship arrangement is in place.

Our hardship plan (Fair Go) is available to customers in genuine financial difficulty. Contact us to discuss eligibility.

14. Faults and support

If your service is not working:

Check hitpacific.com.au for known outages or network status updates.
Reboot your router and check your NTD lights.
Contact us at hello@hitpacific.com.au or 07 3569 1900 if the fault persists.

HIT Pacific manages all support interactions with our wholesale suppliers and NBN Co on your behalf. Our contracts with wholesale suppliers require that all Level 1 customer support is handled exclusively by HIT Pacific. You must contact HIT Pacific — not our wholesale suppliers — for all support requests. We will keep you informed of progress on any fault and will coordinate any NBN Co technician visit required.

Wholesale supplier bypass — pass-through fee notice: If you contact one of our wholesale suppliers directly, bypassing HIT Pacific’s support process, and that supplier levies a charge on HIT Pacific for handling that contact, the charge will be passed through to your account at cost. This clause constitutes advance disclosure of that fee for the purposes of Section 10. The fee arises from your choice to bypass our support process and does not apply where HIT Pacific has directed you to contact a supplier or authority directly (for example, an NBN Co appointment or a TIO referral).

Faults on the NBN network or in your in-home wiring are not within our direct control. Our obligation is to pursue restoration promptly and keep you informed — not to guarantee a specific restoration time for faults outside our infrastructure.

15. Our liability

Our liability to you is limited to the amount you paid us for the service in the three months before the event giving rise to the claim. We are not liable for:

Consequential, indirect, or economic loss
Loss of revenue, profit, or data
Service interruptions caused by NBN Co, our wholesale suppliers, or events outside our control (including force majeure)
Faults in equipment you own

Your rights under the Australian Consumer Law (ACL) are not limited by this agreement. Under the ACL:

Minor failures are remedied at no cost to you — we fix, restore, or repair the issue. No compensation or refund is payable for a minor failure.
Major failures (as defined under ACL s.260) entitle you to choose a remedy, which may include compensation. We will assess any claim of major failure against the ACL criteria before offering compensation.

We will never charge you for support or remediation of a fault that is within our responsibility to fix. If you believe a major failure has occurred, contact us at hello@hitpacific.com.au.

16. Complaints

Step 1 — Contact us. Use our Complaints Form to raise the issue. We will acknowledge your complaint within 2 business days and work to resolve it within 15 business days.

Step 2 — TIO. If we cannot resolve your complaint to your satisfaction, you may escalate to the Telecommunications Industry Ombudsman (TIO) free of charge.

TIO website: tio.com.au
TIO phone: 1800 062 058 (free call)

We are a TIO member. We take complaints seriously and will comply with any TIO determination.

17. Privacy

We collect and use your personal information to provide and manage your service, process payments, and communicate with you. Your information is shared with the following third parties as necessary to deliver your service:

Leaptel (wholesale carrier) — your name, service address, and contact details are transmitted to place and manage your service order.
NBN Co (network operator) — your service address and NBN connection identifiers are passed to NBN Co via our wholesale carrier in the course of provisioning and maintaining your service. HIT Pacific does not transmit data directly to NBN Co.
Stripe and GoCardless (payment processing) — your name and email address are passed to your chosen payment processor. Payment credentials are held directly by that processor and are not stored by HIT Pacific.
Xero (billing) — your name, email address, service address, and invoice data are held in Xero for billing and accounting purposes.
Twilio (SMS verification) — your mobile number is passed to Twilio solely to deliver one-time verification codes during sign-up. Twilio does not retain your number beyond message delivery.
Cloudflare (hosting and data storage) — all traffic to hitpacific.com.au is routed through Cloudflare. Your account and service data is stored in Cloudflare’s D1 database platform. Data centres may be within or outside Australia.
Google Cloud Platform (phone support infrastructure) — our support phone system operates on GCP infrastructure in the Australia (Sydney) region. Call metadata — including your phone number, call duration, and timestamps — may be logged on GCP for support quality and record-keeping.
Anthropic (AI processing) — when you contact us by email, WhatsApp, or Facebook Messenger, your inbound message is transmitted to Anthropic’s API for enquiry classification. Your account records, billing information, and service data are not transmitted to Anthropic. Anthropic does not use API-submitted data to train its models.

Our full Privacy Policy is at hitpacific.com.au/privacy. It describes what we collect, why, how each third party handles your data, and your rights to access and correct your information.

18. Changes to this agreement

We may update this agreement from time to time. Material changes will be notified to you by email with at least 28 days notice before taking effect. The current version of this agreement is always published at hitpacific.com.au/terms with its effective date.

Your continued use of the service after the effective date of a change constitutes acceptance of the updated terms.

19. Governing law

This agreement is governed by the laws of Queensland, Australia. The parties submit to the non-exclusive jurisdiction of the courts of Queensland.

20. Automated systems and AI assistance

We use software systems and AI tools to operate our service. Human oversight applies to all support responses involving judgment, account decisions, fault triage, and billing matters. A defined set of routine, informational responses — such as outage status updates and service availability queries — may be handled automatically; these are limited to factual, data-driven replies. Automated systems do not act unilaterally on matters that affect your account. If you believe an automated process has incorrectly affected your account, you may request human review by contacting us at hello@hitpacific.com.au and we will respond within 2 business days. Full detail on how we use these tools, what they can and cannot access, and your rights is at hitpacific.com.au/ai.

21. Contact us

HIT Pacific Broadband
A product of IEISI.ORG PTY LTD (ACN 695 032 314)
Brisbane, Queensland, Australia
Phone: 07 3569 1900
Email: hello@hitpacific.com.au
Website: hitpacific.com.au