Terms & Conditions

1. Contract documents and priority

Your agreement with Alder is made up of these Terms, the applicable Critical Information Summary (CIS), the accepted order or service schedule, any signed Service Agreement, the Acceptable Use Policy, Privacy Policy and any product-specific terms expressly incorporated into your order. Mandatory rights under the Australian Consumer Law, telecommunications legislation, industry standards and other laws continue to apply and cannot be excluded by contract.

If documents conflict, a specifically negotiated Service Agreement or service schedule prevails for the matter it expressly addresses, followed by the applicable CIS, these Terms and then general policies. A policy cannot remove a customer right that legislation or an industry standard makes mandatory.

2. Definitions

Account Holder means the person or entity legally responsible for the account. Authorised User means a person the Account Holder has authorised to act within permissions recorded by Alder. Alder, we or us means Benjamin John Kunze trading as Alder Internet, ABN 92 134 659 217. Equipment includes routers, gateways, modems, access points, SIMs, eSIMs and other hardware used with a Service. Managed Service means a service where Alder is authorised to configure, monitor or support designated network equipment or settings. Service means the telecommunications, internet, mobile, managed Wi-Fi, security/filtering or related service described in your order. Wholesale Supplier means a carrier, carriage service provider, NBN-related provider, mobile network operator or other supplier used by Alder to deliver a Service.

3. Eligibility, identity and authority

You must provide information that is accurate, current and sufficient for us to verify identity, authority, service location and eligibility where required. Business and organisation customers must ensure the person ordering or varying a Service has authority to bind that entity. We may decline, pause or cancel an order before activation where identity, authority, fraud, serviceability, credit or regulatory checks cannot be completed lawfully.

Authorised Users may only exercise the permissions recorded for them. The Account Holder remains responsible for charges and account-level decisions unless law requires another outcome. We may require additional authentication before high-risk actions such as mobile number transfers, SIM changes, payment changes or disclosure of sensitive account information.

4. Orders, quotations and service qualification

An application, quotation or order request does not itself guarantee that a Service can be supplied. Internet orders are subject to address and network qualification. My Alder may obtain NBN location and service-qualification information through a wholesale supplier. Qualification results can change where network records, construction status or NBN availability changes.

Before a binding service commitment is completed, we will make available the applicable CIS and disclose the material recurring charges, one-off charges, minimum term, equipment, service type and other information required by law. We may correct an obvious pricing or data-entry error before acceptance, but we will not use this clause to avoid a genuinely agreed price after supply has commenced.

5. Service commencement and provisioning

A Service commences when it is activated or on another commencement date recorded in the Service Agreement. Requested or estimated activation dates are not guaranteed unless we expressly agree otherwise. Delays may result from NBN Co, a Wholesale Supplier, porting, construction, technician availability, premises access, identity checks, equipment delivery or another dependency outside Alder’s direct control.

We will provide reasonable progress information and will not charge recurring service fees for a period before the relevant Service is supplied unless the order or law clearly permits a different charge, such as an agreed equipment or installation fee.

6. Internet and NBN services

NBN availability, technology and attainable performance are determined by NBN and wholesale network capability at the service location. Your CIS and pre-sale information describe the plan speed tier and material limitations. Actual throughput can be lower because of NBN technology, line conditions, congestion, network routing, server capacity, Wi-Fi conditions, customer equipment and the number or behaviour of connected devices.

Changing providers, moving premises or replacing an existing service may involve loss of connectivity. Customers using medical alarms, monitored security systems, lift phones, fire panels, EFTPOS or other critical equipment must disclose those dependencies and confirm compatibility with the relevant equipment provider. NBN-based services generally require mains power and may not operate in a power failure without suitable backup power.

7. Mobile services, SIM/eSIM and number transfers

Mobile coverage is not available everywhere and can vary by device, location, building materials, terrain, congestion, maintenance and the underlying mobile network. Coverage maps are predictive rather than a guarantee of indoor or continuous reception.

If you ask us to transfer a mobile number, you authorise Alder and its suppliers to carry out the transfer and identity verification required by law. Do not cancel your old service before the port completes unless instructed to do so. We may refuse or pause a port where verification fails or fraud is suspected. SIMs, eSIM credentials, one-time codes and account credentials must be kept secure. Lost or stolen devices or SIMs should be reported promptly.

8. Managed Wi-Fi and remote management

Where Alder supplies a Managed Service, you authorise us to access supported network equipment and service telemetry to configure, maintain, secure and troubleshoot that managed environment. Depending on the service, this can include router and access-point status, firmware, WAN health, Wi-Fi configuration, connected-device identifiers, signal quality, traffic volumes, guest-network settings and diagnostics.

Remote management does not give Alder a general right to inspect the content of personal files, messages or applications on customer devices. We will limit administrative access to what is reasonably necessary for the managed service and applicable security, support and legal purposes.

9. Alder Protect and Family Safe

Alder Protect / Family Safe may apply DNS or network-based security, category filtering, Safe Search or household-profile settings. These controls can reduce exposure to known malicious, phishing, scam or inappropriate destinations, but no filtering service can identify every threat or classify every destination correctly. Filtering is not a substitute for device security, backups, software updates, parental supervision or safe online behaviour.

Where filtering is included or enabled, we may use security vendors and threat-intelligence providers to classify destinations and record protection events needed to operate the service. Customers can ask us to review suspected false positives. We may refuse to override a block where doing so would create a material security, legal or network risk.

10. Equipment

Your order identifies whether Equipment is purchased, included, customer-owned or supplied subject to another arrangement. Customer-owned equipment must be compatible with the Service. Alder is not responsible for defects or limitations in third-party equipment we did not supply, although we will reasonably assist with compatibility information.

Alder-supplied goods carry any rights and consumer guarantees that apply under Australian law. You must not deliberately damage, bypass security on, or interfere with managed equipment in a way that creates a network, safety or service risk. If equipment must be returned, the return obligation and any lawful non-return charge must be stated in the order or Service Agreement.

11. Customer responsibilities

• Keep contact, service-location, billing and authorised-user information reasonably current.
• Protect passwords, MFA codes, support PINs, SIMs and account recovery channels.
• Use reasonable device and account security, including software updates where relevant.
• Give us reasonable access to premises or equipment when an agreed installation or repair requires it.
• Tell us promptly about suspected fraud, account compromise, a lost/stolen SIM, incorrect billing or a service fault.
• Do not represent that Alder manages customer-owned systems outside the agreed scope.

12. Acceptable use

You must use Services lawfully and in accordance with the Acceptable Use Policy. We may take proportionate protective action against malware, denial-of-service activity, spam, fraud, unlawful use, security compromise or conduct that materially threatens customers, the network or third parties. Wherever reasonably possible, we will use the least disruptive action that adequately addresses the risk.

13. Charges, invoices and taxes

Recurring and one-off charges are those disclosed in the relevant CIS, order or Service Agreement. Invoices state the amount due, due date and sufficient information to understand the charge. Prices are in Australian dollars. GST is included only where legally applicable and expressly stated.

You must pay correctly issued charges by the due date unless we agree otherwise or an amount is genuinely disputed. A disputed amount does not automatically suspend your obligation to pay unrelated undisputed charges. We will investigate billing disputes and correct verified errors.

14. Payment methods and AutoPay

Where card or AutoPay is available, payment credentials are processed by the nominated payment processor rather than stored by Alder as full card details. Before enabling AutoPay, we obtain the required payment authority and disclose the charging arrangement. Any surcharge will only be imposed where lawful and will be disclosed before the payment is confirmed. You may withdraw an AutoPay authority through My Alder or by contacting us, subject to amounts already validly due.

Additional rules are in the AutoPay & Payment Authority Terms.

15. Payment difficulty and financial hardship

If you tell us you are having difficulty paying, or circumstances reasonably indicate that you may need assistance, we will tell you about our Payment Assistance Policy and discuss suitable options. Payment assistance is free. Connection is a priority, and suspension or disconnection for non-payment is a last resort subject to the Telecommunications (Financial Hardship) Industry Standard and other applicable protections.

16. Credits, refunds and disputed charges

Where we determine an amount was charged incorrectly, we will apply an appropriate correction, credit or refund. Refund timing can depend on the payment method and banking system. Nothing in these Terms limits any statutory refund, damages or other remedy that must be provided by law.

If you dispute a charge, give us enough information to identify the invoice and issue. We will not require payment of an amount we have agreed to place on hold while it is genuinely under investigation, except where law permits otherwise.

17. Security, fraud and identity protection

We may apply verification, access restrictions, service blocks or transaction holds where reasonably necessary to prevent fraud or unauthorised service changes. High-risk actions may require stronger identity verification than routine support. If we believe an account, SIM, mobile number or managed network is compromised, we may temporarily restrict an action while we verify the authorised customer.

Safety protections for people affected by domestic, family or sexual violence are set out in our Safe Support statement and take precedence where ordinary account-authority processes could create a safety risk.

18. Service performance, maintenance and outages

Planned maintenance and unplanned outages can occur. Where the Telecommunications (Customer Communications for Outages) Industry Standard applies, Alder will provide the required public and direct communications and make an urgent assistance contact method available as far as reasonably practicable. See our Outage Communications Policy.

Where a fault is within customer equipment or premises wiring outside Alder’s agreed managed scope, any chargeable work will be explained before it is undertaken where practicable.

19. Suspension, restriction and disconnection

We may suspend or restrict a Service where reasonably necessary and lawful, including for material security risk, fraud, unlawful use, a serious breach, network protection, safety or non-payment after applicable notices and protections. We will take account of payment-assistance arrangements, complaints, DFSV circumstances, Priority Assistance where applicable, and any other mandatory safeguards.

Where the reason for suspension can be remedied, we will explain what is required to restore the Service. We will not rely on this clause to avoid mandatory complaint, hardship, consumer-guarantee or safety obligations.

20. Cancellation, moving premises and plan changes

You may ask to cancel, move or change a Service through the available Alder channels. Any notice period, fixed-term consequence, equipment return obligation or early termination amount must be disclosed in the applicable agreement or otherwise permitted by law. We will not impose a termination amount that was not properly disclosed or that is prohibited or unfair.

A move is generally treated as a service-availability assessment at the new address. We cannot guarantee the same technology, speed or plan at a different location.

21. Changes to services, prices or contract terms

We may update administrative processes, suppliers, features or terms from time to time. Where a change materially disadvantages you, we will give the notice and options required by law and the applicable agreement. We will not use a broad variation clause to make an unfair unilateral change or retrospectively remove an accrued customer right.

22. Privacy and telecommunications confidentiality

We handle personal information and telecommunications data in accordance with the Privacy Policy, applicable privacy law and telecommunications confidentiality obligations. Service delivery necessarily involves disclosures to relevant wholesale, network, payment, cloud, security and support providers. We do not sell customer personal information to advertisers.

23. Australian Consumer Law and liability

Services and goods may come with consumer guarantees and other rights that cannot lawfully be excluded. Nothing in these Terms excludes, restricts or modifies those rights or any liability that the law does not allow us to exclude.

To the extent permitted by law, each party is responsible for loss to the extent caused by its breach, negligence or other legally actionable conduct. We do not seek to exclude liability for personal injury, fraud, wilful misconduct or another category that cannot lawfully be excluded. Any lawful limitation in a business-specific Service Agreement is subject to the Australian Consumer Law and unfair-contract-term rules where they apply.

24. Complaints, escalation and the TIO

Making a complaint is free. Our Complaints Handling Policy explains complaint channels, acknowledgement, urgency, timeframes, records and escalation. If you are not satisfied with how we have handled your complaint, you have the right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service. Contact the TIO on 1800 062 058 or visit tio.com.au.

25. General provisions

Notices

We may send service and contractual notices through email, SMS, My Alder, post where available, or another channel permitted by law. You should keep your contact details current. Safety-related communication preferences recorded under our Safe Support process take priority.

Assignment and suppliers

Alder may use contractors and wholesale suppliers to perform parts of the Service. We remain responsible for our obligations to you. We will not transfer the agreement in a way prohibited by law or that removes mandatory customer rights.

Severability and waiver

If a provision is invalid or unenforceable, the remainder continues to the extent it can operate independently. A delay in enforcing a contractual right does not by itself waive that right.

Governing law

The agreement is governed by the laws applicable in Victoria, Australia, subject to mandatory rights applying in another Australian jurisdiction.