Terms and Conditions

Every customer that uses our services accepts our terms and conditions.

Standard Terms and Conditions

As a subscriber to any of our services, you agree:

That you are over 18 years of age. In any event that we find the account holder to be under 18 years of age, the parents or guardian will become the account holder and are responsible and liable for the account.

That you will pay all charges for which you are subscribed for, without deduction or offset.

To keep us informed of any charges to your contact details, including e-mail addresses.

You are responsible for the use of any services where your username and password are used. You should not share your password with others, as you will be liable for their actions.

Not to engage in illegal activities while connected to the system.

Not to send unsolicited mass e-mails (SPAM) through the system, or to engage in any spam like activity weather using our systems or others.

You shall not probe or hack into any system on the Internet.

Should your account become overdue, we reserve the right to charge interest on the overdue amount at the rate of 2.5% per month. Should the debt be handed over for collection, you agree to pay the costs of the collection. Should your account be referred to a collection agency, a handling fee of $50 may be charged.

Any item sold by us to you remains the property of Supra Limited until paid for in full.

Supra Limited included, but not limited to employees and contractors may control, monitor and/or log traffic going through our systems for the purposes of network management and to fulfill any legal obligations that we may have.

We are not obligated to provide any services to you that you have not signed up or paid for.

We may record or monitor any phone calls made between us. We may record and use any numbers/unique identifiers you use to connect to the system, including phone numbers. Additionally, this information may be recorded in a blacklist shared with other service providers.

You agree that we may make enquiries about your credit worthiness, and disclose this information to other parties.

We have no liability to you. If in the event we had liability to you this would be limited to 1 months service provided by us.

In no event will we be liable for any Telecom or third party charges.

We will not disclose your personal details (including your e-mail addresses and phone numbers) to any third party without your prior consent, except for debt management purposes or to fulfill any legal obligations that we may have.

Unless there is a fixed term contract, either party may terminate this agreement with 1 months written notice. However, we may terminate this agreement immediately at our sole discretion.

You acknowledge that unless the service is cancelled in writing, we will charge you for the ability to use the service, whether or not you took advantage of the service.

We may suspend or terminate the service without notice for a breach of our terms and conditions and policies or for other reason at our sole discretion.

No refund will be given for the time service is unavailable for.

When you agree to signup, you must purchase the service for at least one billing period. This means if you cancel your order as soon as it is placed, you must still pay for the entire billing period and any termination fees.

Unless otherwise stated a fixed term contract relates to the length of time you must retain the service. In most cases this does not cover the plan, so you may change plans within the fixed term contract period as long as you retain the service for the period of the contract term.

Where is the account is paid for in advance, no refunds will be given on the account, should the account be terminated.

These terms and conditions may be changed at anytime without notice.

We will accept e-mails sent to our accounts, sales or helpdesk e-mail addresses as written notice, once we have confirmed receipt of the e-mail. We will also accept fax and posted letters.

Supra Limited maintains control and any ownership of any and all IP numbers and addresses that may be assigned to you and reserves the right to change or remove any and all IP numbers and addresses.

Dialup Specific

Where you access onto our network or systems, you agree that you shall not have simultaneous logins onto the network, unless specifically agreed to in writing. Where users log in simultaneously, we reserve the right to charge a $150.00 simultaneous connection fee, in addition to our normal per hour charge for the use of this service.

It is your responsibility to contact your local telephone company to determine whether the use of a particular dial-in number may incur charges.

Phone support is included for set-up and Internet related technical problems on all dialup accounts. Our helpdesk hours are available on our website.

Our support service does not cover problems in your computer, communication equipment, your software (except for software provided by us), your phone line or any other part of the Internet not forming part of our network. In addition to this you are not covered if you use the service incorrectly or due to any other event beyond our reasonable control.

Our unlimited or flat rate services are not intended for use as a cheap permanent connection. Home and business dedicated connection options are available on request.

Broadband Specific

Broadband services are only available on a standard Telecom phone line and services must only be used on that line. Only one broadband account can be used on any one phone line.

Services are not available in all areas.

For transitions from other broadband services and service providers, it may take up to 7 or more working days from the day you agree to signup for our broadband to begin to provide the services to you. This time is an indication only and not a guarantee.

For new installation of broadband it may take up to 7 or more working days from the day you agree to signup for our broadband to begin to provide the services to you. This time is an indication only and not a guarantee.

You will ensure that all information regarding your broadband application is correct and complete. You acknowledge that any incorrect or incomplete information could adversely affect the length of time it takes to connect you to broadband and could impact on our ability to provide adequate services.

Support is included for set-up and Internet related technical problems on all broadband accounts. Our helpdesk hours are available on our website.

Our support service does not cover problems in your computer, communication equipment, your software (except for software provided by us), your phone line or any other part of the Internet not forming part of our network. In addition to this you are not covered if you use the service incorrectly or due to any other event beyond our reasonable control.

If you change your address or phone line, you cannot take your services with you. Broadband must be cancelled to avoid charges, even if the phone line is no longer valid. Services must be reinstalled on the new phone line, even if you are maintaining your existing phone number, and will incur installation charges. You will need to contact us at least 15 days in advance of the move so we can discuss how to minimize service disruption.

Should your phone line become disconnected for any reason, we can no longer provide broadband to you and is taken to be a termination of agreement.

Should you wish to enter into a new agreement for broadband, an installation charge will apply.

You acknowledge that any claims made about speed of service are best effort peaks and not guarantees. Speed claims are line speeds only and no guarantees are made for national and international traffic, or any particular type of traffic.

Latency is not guaranteed. There are no jitter guarantees. This service is not guaranteed to be fault free or continuous.

The broadband service is an "always on" connection and can not be suspended. Charges for the full month will still apply, even if not used.

We reserve the right to cancel your broadband in the event that we do not receive payment. We will give you 3 days notice via your email address to pay your account to avoid broadband cancellation. It is your responsibility to have your email account details accurate with us. In the event that we cancel your broadband, a reconnection fee will apply if you wish to reinstate your services.

You agree that any early termination fees will be charged if you cancel your broadband service or we terminate your broadband service or account.

You will indemnify us for any damages, loss or cost caused by you or your actions (including failure to comply with this agreement) which results in us being liable to any third party carrier.

Naked DSL Specific

Naked DSL services are only available on phone lines connected to the Telecom network. Only one Naked DSL account can be used on any one phone line.

Services are not available in all areas.

For transitions from other broadband services and service providers to Naked DSL, it may take up to 7 or more working days from the day you agree to signup for our Naked DSL to begin to provide the services to you. This time is an indication only and not a guarantee.

For new installation of Naked DSL it may take up to 7 or more working days from the day you agree to signup for our Naked DSL to begin to provide the services to you. This time is an indication only and not a guarantee.

You will ensure that all information regarding your Naked DSL application is correct and complete. You acknowledge that any incorrect or incomplete information could adversely affect the length of time it takes to connect you to Naked DSL and could impact on our ability to provide adequate services.

Support is included for set-up and Internet related technical problems on all Naked DSL accounts. Our helpdesk hours are available on our website.

Our support service does not cover problems in your computer, communication equipment, your software (except for software provided by us), your phone line or any other part of the Internet not forming part of our network. In addition to this you are not covered if you use the service incorrectly or due to any other event beyond our reasonable control.

If you change your address or phone line, you cannot take your services with you. Naked DSL must be cancelled to avoid charges, even if the phone line is no longer valid. Services must be reinstalled on the new phone line and will incur installation charges. You will need to contact us at least 15 days in advance of the move so we can discuss how to minimize service disruption.

Should your phone line become disconnected for any reason, we can no longer provide Naked DSL to you and is taken to be a termination of agreement.

Should you wish to enter into a new agreement for Naked DSL, an installation charge will apply.

You acknowledge that any claims made about speed of service are best effort peaks and not guarantees. Speed claims are line speeds only and no guarantees are made for national and international traffic, or any particular type of traffic.

Latency is not guaranteed. There are no jitter guarantees. This service is not guaranteed to be fault free or continuous.

The Naked DSL service is an "always on" connection and can not be suspended. Charges for the full month will still apply, even if not used.

We reserve the right to cancel your Naked DSL in the event that we do not receive payment. We will give you 3 days notice via your email address to pay your account to avoid Naked DSL cancellation. It is your responsibility to have your email account details accurate with us. In the event that we cancel your Naked DSL, a reconnection fee will apply if you wish to reinstate your services.

You agree that any early termination fees will be charged if you cancel your Naked DSL service or we terminate your Naked DSL service or account.

You will indemnify us for any damages, loss or cost caused by you or your actions (including failure to comply with this agreement) which results in us being liable to any third party carrier.

Hosting Specific

We specifically exclude any warranty as to the accuracy or quality of information received by any person via our network and in no event will we be liable for any loss or damage to any data stored on our network.

You are responsible for maintaining insurance cover in respect of any loss or damage to data stored on our network.

You warrant to us that you will only use your assigned website for lawful purposes. In particular, you further warrant and undertake to us that:

You will not, nor will you authorize or permit any other person to, use our network in violation of any law or regulation.

You will not knowingly or recklessly post, link to or transmit any material:

That is unlawful, threatening, abusive, harmful, malicious, defamatory, violent or teaching violence, obscene, pornographic, profane or otherwise objectionable in any way.

Containing a virus or other hostile computer program.

That shall constitute or encourage a criminal offence, give rise to civil liability or that violates or infringes any trademark, copyright, other intellectual property rights or similar rights of any person under the laws of any jurisdiction

You will conform to the standards made available by us from time to time and will not yourself, and will ensure that none of your end users, make excessive or wasteful use of our network to our detriment or that of our other customers.

You are responsible for sending mail in accordance with any relevant legislation, and for sending the same in a secure manner. We will take all reasonable steps to ensure accurate and prompt routing of messages but we will not accept any liability for non-receipt or misrouting or any other failure of email. In the event of deliberate transmission of unsolicited commercial email (UCE or SPAM), Supra Limited reserves it right to terminate services without prior notification.

You warrant, undertake and agree that:

Any transactions within your website which are contracts for the sale of goods or services will be between you as the merchant and your end-user customer and you agree that we may include an exclusion of our liability in respect of such purchases and transactions in such form as we deem appropriate.

The information contained within your website will comply with all applicable law, and codes of practice governing the use of Web sites and related services, including, without limitation, those laws and/or codes of practice governing distance selling and data protection from time to time in force.

You will keep secure any identification, password and other confidential information relating to your account and you will notify us immediately of any known or suspected unauthorized use of your account, or any known or suspected breach of security, including loss, theft or unauthorized disclosure of your password information.

Not with standing such notification you will be liable for any and all uses of your account (and website) not with standing any fraudulent or improper use of your password or any other access to any of the facilities we offer which is not unauthorized use or access by us.

Whilst we shall use reasonable endeavours to ensure the integrity and security of our network, we do not guarantee that our network will be free from unauthorized users or hackers.

We do not warrant that our virus protection services will stop every virus from reaching your computer network.

We make no warranty that the service will be error free or free from interruption of failure, and Supra Limited disclaims any express or implied warranty regarding system and/or service availability, accessibility, or performance.

Domains Specific

We do not warrant or guarantee that the domain name applied for will be registered in your name or is capable of being registered by you. Accordingly, you should take no action in respect of your requested domain name(s) until you have been notified that your requested domain name has been registered.

You agree that the domain name may be registered to Supra Limited and your information will only be held at Supra Limited, not on the public whois database.

Both the registration of the domain name and its ongoing use are subject to the relevant naming authority's terms and conditions of use and you are responsible for ensuring that you are aware of those terms and conditions and can / do comply with them.

In the event that your domain name is cancelled either by you or us then we may charge a reactivation fee in addition to any normal fees and charges.

You irrevocably waive any claims you may have against us in respect of the decision of a naming authority to refuse to register a domain name and, without limitation agree that the administration charge paid by you to us shall be non-refundable in any event.

We accept no responsibility in respect of the use of a domain name by you and any dispute between you and any other individual or organization regarding a domain name must be resolved between the parties concerned and we will take no part in any such dispute. We reserve the right, on our becoming aware of such a dispute, at our sole discretion and without giving any reason, to either suspend or cancel the domain name, and / or to make appropriate representations to the relevant naming authority.

Voice over IP Specific

We will charge you for all calls made through our networks. Incomplete calls, such as engaged calls are not charged.

Calls made through our network are subject to a one minute minimum charge. Calls longer than one minute duration are rounded up to the next second.

You are responsible for any charges incurred on the account. This includes unintentional or unauthorized dialed numbers.

It is your responsibility to make sure you have no viruses or other malicious software on your computer that may automatically dial toll numbers.

It is important that all of our customers are able to access our services. Due to this, and to ensure the quality of our services, a fair use policy applies to our phone services.

We will make every effort to ensure you can dial 111 in an emergency. However we cannot provide any guarantee. You should always make sure you have another method of being able to call 111 such as a mobile phone. We cannot be held liable if you are unable to call 111 or any other emergency number.

We may apply our fair use policy in our discretion your use of our services is excessive and/or unreasonable.

Our fair use policy has been developed by reference to average customer profiles and estimated customer use of our services.

If your use of our services materially exceeds estimated use patterns over any month, then your use will be excessive and/or unreasonable.

If your use is excessive and/or unreasonable we may contact you to advise you that your use is in breach of our fair use policy.

We may then request that you stop or alter your use to come within our fair use policy.

If your excessive or unreasonable use continues after receipt of a request to stop or alter the nature of such use, we may without further notice, apply charges to your account for the excessive and/or unreasonable element of your use or suspend, modify or restrict your use of our services or withdraw your access to the services.

We reserve the right to disconnect your services and terminate this agreement at any time without notice and without reason.

Static IP Address Specific

Static IP addresses may be provided to customers on request at our discretion.

Static IP addresses must not be used where there is a possibility that spamming or any other activity detrimental to our or a third party network may occur. This includes, but is not limited to: open relays, P2P services, HTTP or FTP.

We will provide a Static IP where, in our reasonable opinion the customer can manage the Static IP effectively. If a customer is found to be using the allocated Static IP address in any way that breaches these terms and conditions and/or is deemed as potentially detrimental to our or a third party network, we reserve the right to suspend the Static IP address immediately without notice.