1. Our Commitment
Goodwill Connect is committed to fair and transparent billing. This Refund Policy sets out the circumstances in which refunds may be issued and is consistent with your rights under the Australian Consumer Law (ACL) and the Telecommunications Consumer Protections (TCP) Code.
2. Cooling-Off Period
If you signed up to our service via our website or over the phone (a 'distance contract'), you have a cooling-off period of 10 business days from the date of sign-up. If you cancel within this period and your service has not yet been activated, you are entitled to a full refund of any amounts paid.
If your service has been activated and you cancel within the cooling-off period, a refund will be provided for any unused portion of the billing period, minus any reasonable costs incurred in provisioning your service.
3. Cancellation After Cooling-Off Period
Our NBN plans are month-to-month with no lock-in contracts. If you cancel your service after the cooling-off period:
- No cancellation or exit fees will be charged for standard residential plans
- Your service will continue until the end of your current billing cycle
- A pro-rata refund will be issued for any unused prepaid days if you request immediate disconnection
- Refunds will be processed to your original payment method within 5–10 business days
4. Service Faults and Non-Delivery
If we are unable to provision your service within a reasonable timeframe after sign-up, or if your service experiences an extended outage that is within our reasonable control, you may be entitled to:
- A credit applied to your next bill for the period of the outage
- A partial or full refund for the affected billing period, at our discretion
- Cancellation of your service without penalty if the issue cannot be resolved
Outages caused by NBN Co infrastructure, third-party network issues, or events outside our control (including natural disasters or force majeure events) do not automatically entitle you to a refund, though we will work with you on a case-by-case basis.
5. Speed-Related Issues
In accordance with ACMA guidelines, if we are unable to deliver the advertised typical evening speeds for your plan on an ongoing basis, and we cannot resolve the issue, you may be entitled to:
- A downgrade to a lower-speed plan at a reduced price, with a pro-rata credit for the difference
- Cancellation of your service without exit fees
6. Billing Errors
If you believe you have been incorrectly charged, please contact us within 30 days of the billing date. We will investigate and, if an error is confirmed, issue a credit or refund promptly.
7. Australian Consumer Law
Our services come with consumer guarantees under the Australian Consumer Law that cannot be excluded. If a service fails to meet a consumer guarantee, you may be entitled to a refund, repair, or replacement. Nothing in this Refund Policy limits or excludes those statutory rights.
8. How to Request a Refund
To request a refund, please contact us at:
- Email: [email protected]
- Phone: 0493 455 741
- Address: 6/60 Marigold Street, Revesby NSW 2212
Please include your account name, service address, and reason for the refund request. We aim to respond to all refund requests within 2 business days.
9. Disputes
If you are not satisfied with our response to a refund request, you may escalate your complaint to the Telecommunications Industry Ombudsman (TIO) at www.tio.com.au or 1800 062 058, free of charge.