Last updated: March 2026
These Terms of Service ("Terms") govern your use of services provided by Hermes Telco Pty Ltd (ABN 98 695 867 200) ("Hermes Telco", "we", "us", "our"). By signing up for or using our services, you agree to be bound by these Terms.
These Terms should be read together with our Privacy Policy and the Critical Information Summary (CIS) for your specific plan.
Hermes Telco provides the following telecommunications services:
We are a reseller of wholesale telecommunications services. Our NBN services are delivered over NBN Co's network infrastructure. Our mobile services are delivered over a third-party wholesale mobile network.
To use our services you must:
You are responsible for:
Speeds: NBN speeds are not guaranteed. Typical evening speeds (7pm–11pm) are provided as a guide only. Actual speeds depend on your connection type (FTTP, FTTN, HFC, FTTC, Fixed Wireless or Satellite), in-home wiring, equipment, and network congestion.
No lock-in: All NBN plans are month-to-month. You may cancel at any time with 30 days' notice.
Setup: There are no setup fees for standard installations. Non-standard installations requiring additional work may incur additional charges, which will be communicated to you before proceeding.
Outages: Service availability depends on NBN Co's network infrastructure. We are not liable for outages caused by NBN Co or factors outside our reasonable control.
Prepaid: Prepaid plans are valid for 30 days from activation or recharge. Unused data rolls over for up to 60 days provided you recharge before expiry. No refunds are provided for unused credit or data.
Contract (SIM Only): 12-month minimum term applies. Early cancellation may incur an early termination fee equal to the remaining monthly charges on your contract.
Coverage: Coverage is dependent on our wholesale network provider's coverage map. Coverage is not available everywhere.
SIM cards: SIM cards remain the property of Hermes Telco and must not be tampered with.
NBN plans are billed monthly in advance. Payment is due on your billing date each month. We accept credit and debit cards via Stripe.
If a payment fails, we will attempt to contact you. Services may be suspended after 14 days of non-payment and cancelled after 30 days.
All prices include GST unless otherwise stated.
While our NBN plans include unlimited data, we reserve the right to apply traffic management measures during periods of extreme network congestion to ensure a fair experience for all customers. This will not affect typical usage.
Services must not be used for commercial wholesale resale, illegal activities, excessive automated use, or in any way that causes harm to our network or other users.
By you: You may cancel your NBN service with 30 days' notice. Prepaid mobile services expire naturally at the end of the recharge period. Contract mobile services may be cancelled subject to early termination fees.
By us: We may suspend or cancel your service immediately if you breach these Terms, engage in illegal activity, or fail to pay your account. We may cancel your service with 30 days' notice for any other reason.
To the maximum extent permitted by law, Hermes Telco's liability for any claim arising from the supply of our services is limited to resupply of the service or a refund of fees paid for the affected period.
We are not liable for any indirect, incidental, special or consequential loss or damage arising from your use of our services.
Nothing in these Terms limits your rights under the Australian Consumer Law.
If you have a complaint, please contact us at support@hermestelco.com. We will acknowledge your complaint within 2 business days and work to resolve it within 15 business days.
If we cannot resolve your complaint, you may contact the Telecommunications Industry Ombudsman (TIO) at www.tio.com.au or on 1800 062 058.
We may update these Terms from time to time. We will notify you of material changes at least 30 days before they take effect via email or through our website. Your continued use of our services after changes take effect constitutes acceptance of the updated Terms.
These Terms are governed by the laws of Victoria, Australia. Any disputes will be subject to the non-exclusive jurisdiction of the courts of Victoria.