terms of service

These Terms of Service (“Terms”) govern your use of sprfst internet services provided by Sprfst Pty Ltd ABN 00 000 000 000 (“sprfst”, “we”, “us”). By signing up for a service, you agree to these Terms.

1. The service

1.1 sprfst provides retail NBN internet services to residential customers at addresses where NBN infrastructure is available.

1.2 We are a retail service provider (RSP) and purchase wholesale access from nbn co Limited. Physical network performance is subject to nbn co infrastructure and is outside our direct control.

1.3 All plans are month-to-month. There is no lock-in contract period and no early termination fee.

2. Eligibility

2.1 Services are available to residential customers in Australia at addresses with an active NBN connection.

2.2 You must be 18 years of age or older to create an account.

2.3 nbn 1000 plans are available on FTTP connections only. We will confirm your connection type before activating this tier.

3. Pricing and billing

3.1 Monthly charges are billed in advance on your nominated billing date. All prices include GST.

3.2 Payment is due within 14 days of the invoice date. A $10 late payment fee applies after this period.

3.3 We reserve the right to change plan pricing with 30 days written notice. If you do not accept a price change, you may cancel your service before the change takes effect at no penalty.

3.4 Invoices are delivered electronically to your registered email address. Paper invoices are available on request for an additional $2/month.

4. Cancellation

4.1 You may cancel your service at any time via the app or by contacting support. No cancellation fee applies.

4.2 If you cancel mid-month, you will be charged only for the days of service used in that billing cycle, calculated on a pro-rata daily basis. Any overpayment will be refunded within 10 business days.

4.3 We may suspend or cancel your service if:

payment remains outstanding after 28 days
you breach these Terms
continued service would breach applicable law

We will provide reasonable notice before any suspension unless the breach is serious or immediate action is required.

5. Fair use

5.1 All sprfst plans include unlimited data. We do not apply data caps, shaping, or throttling based on the volume of data used.

5.2 You must not use the service to send spam, conduct denial-of-service attacks, operate a commercial server in violation of nbn co’s fair use policy, or engage in any activity that is unlawful or that interferes with the network.

5.3 We reserve the right to suspend or terminate service where use is clearly inconsistent with residential household use and is affecting network performance for other customers.

6. Equipment

6.1 You are responsible for providing compatible modem/router equipment. We will supply connection details (username, password, and protocol settings) at activation.

6.2 If you purchase a modem through sprfst, title transfers to you upon payment. The modem is not a rental.

6.3 We are not responsible for damage to or malfunction of your equipment.

7. Service levels

7.1 We target 99.9% network availability measured monthly, excluding scheduled maintenance and events outside our control (including nbn co infrastructure faults).

7.2 We do not guarantee specific speeds. Plan speeds are the wholesale tier maximums. Typical evening speeds are published on our website and updated quarterly.

7.3 We will notify you of planned maintenance with at least 48 hours’ notice where possible.

8. Support

8.1 Support is provided via in-app chat (8am–10pm AEST daily) and our online help centre. We do not provide telephone support.

8.2 We aim to respond to support requests within 5 minutes during support hours and to resolve most issues within 24 hours.

9. Liability

9.1 To the extent permitted by law, sprfst is not liable for indirect, consequential, or economic loss arising from service interruption or degradation.

9.2 Our liability for any single event is capped at the total amount paid by you in the preceding 3 months.

9.3 Nothing in these Terms excludes consumer guarantees under the Australian Consumer Law.

10. Privacy

We collect and handle personal information in accordance with our Privacy Policy and the Privacy Act 1988 (Cth).

11. Complaints

If you are not satisfied with our service or how a support issue was handled, you may lodge a formal complaint via in-app support or by emailing complaints@sprfst.com.au. See our Critical Information Summary for complaint resolution timeframes and escalation options.

12. Governing law

These Terms are governed by the laws of New South Wales, Australia. Any disputes are subject to the non-exclusive jurisdiction of the courts of New South Wales.

13. Changes to these Terms

We may update these Terms at any time with 30 days written notice to your registered email. Continued use of the service after the notice period constitutes acceptance of the updated Terms. If you do not accept the changes, you may cancel your service before the effective date at no penalty.