E.Tel Mobile General Terms and Conditions

1.1 The Agreement

1.1.1 These General Terms and Conditions (“General Terms”) set out the terms on which E.Tel Communications Pty Ltd ABN 84 075 084 329 (“E.Tel”, “we”, “us” or “our”) supplies mobile services to you. They form part of our Standard Form of Agreement.

1.1.2 We supply the Service using the Optus mobile network. E.Tel is responsible for supplying the Service to you, and E.Tel is not affiliated with or related to Optus.

1.1.3 Your agreement with us (the “Agreement”) is made up of the documents below. If they are inconsistent, the document higher in the list applies:

(a) your Application Form, meaning the application you submit and confirm when you apply for a Service, whether online, in our app, by phone or on paper, including the plan and services you select, together with any separate written agreement signed by us; (b) the Critical Information Summary for your plan; (c) our Fair Use Policy; (d) these General Terms; and (e) the other policies referred to in these General Terms, including our Privacy Policy, Direct Debit Request and Direct Debit Service Agreement, Financial Hardship Policy and Customer Complaints Policy, all available at www.etel.com.au/terms-and-conditions.

1.1.4 In these General Terms, “Service” means each mobile service we supply to you, and “Service Number” means the mobile number of a Service. If you have more than one Service, the Agreement applies to each Service separately.

1.1.5 These General Terms apply to both consumer and business customers. Section 14 sets out additional terms for business customers.

1.2 Starting the Agreement

1.2.1 The Agreement starts when we accept your Application Form. We may accept or decline any application. We usually process an application within 2 business days, and connection can take 3 to 14 business days. Each Service starts on the date it is connected.

1.2.2 Unless your Application Form or the Critical Information Summary for your plan sets a minimum term, there is no minimum term and you may cancel at any time under clause 7.1.

1.2.3 The Agreement may be made electronically, including by you submitting and confirming your Application Form online or in our app. We may give you notices, bills and other documents by email, by SMS, or through your online account or our app.

2.1 Changes we will tell you about in advance

2.1.1 We will give you at least 21 days’ written notice before we make a change to the Agreement that is likely to be detrimental to you, including an increase in the price, or a reduction in the inclusions, of your plan. The notice will say what is changing and when.

2.1.2 If you do not accept a change under clause 2.1.1, you may cancel the Service under clause 7.1. If you keep using the Service after the change takes effect, you are taken to have accepted it.

2.2 Changes we may make without notice

2.2.1 We may make a change without notice if it is beneficial to you or is not likely to be detrimental to you, for example a price reduction or a new feature. We may also move you to another plan without notice if the move is beneficial to you.

2.2.2 You may not change the Agreement unless we agree in writing.

2.3 Withdrawing and retiring plans

2.3.1 We may withdraw a plan from sale at any time. Withdrawing a plan from sale does not by itself change the plan of a customer who is already on it.

2.3.2 We may also retire a plan, which means we stop supplying it to existing customers. If we retire your plan, we will give you at least 21 days’ written notice. The notice will tell you:

(a) the date the plan will be retired; (b) the replacement plan we will move you to, and its charges and inclusions; (c) any inclusion, allowance or entitlement that will not carry across to the replacement plan, including any Data Bank under clause 4.4; and (d) that you may instead choose another plan we then offer, or cancel the Service under clause 7.1.

2.3.3 If you do not tell us otherwise before the retirement date, we will move the Service to the replacement plan on that date, and the charges and inclusions of the replacement plan will apply from then on.

2.3.4 If your plan has a minimum term and we retire it before the minimum term ends, you may cancel the Service without paying an early termination charge at any time from the date of our notice until 42 days after the retirement date. This does not entitle you to a refund of charges already paid.

2.4 Promotional offers

2.4.1 Promotional offers are subject to the eligibility criteria we set for each offer. Unless the offer says otherwise, promotional pricing is available to new customers only. Existing customers, returning customers and customers who transfer a former E.Tel number back to us are not eligible for introductory offers. If you do not meet the criteria, we may apply the standard price for your plan.

2.5 Transfer of our business or network

2.5.1 We may transfer our rights and obligations under the Agreement to another person, including as part of a sale of our business or a reorganisation, and we may move the Service to a different wholesale network. We will tell you before we do.

2.5.2 If the transfer or move is likely to be detrimental to you, you may cancel the Service by telling us within the period stated in our notice. We will cancel it within 5 working days of your request, and no early termination charge will apply.

3.1 Identity

3.1.1 We must verify your identity before we activate a Service, and we may ask you for further information or proof of identity at any time so that we can meet our legal obligations. If we cannot verify your identity, or you give us false or inaccurate information, we may refuse, suspend or cancel the Service.

3.1.2 Before we act on certain requests, such as replacing a SIM or eSIM, changing ownership of a Service, changing your contact or account details, or adding an authorised representative, we must verify that the request comes from you or your authorised representative, for example by sending a one-time code to your Service Number or email address. We may refuse or delay a request that we cannot verify.

3.2 Privacy

3.2.1 We collect, use and disclose your personal information in line with our Privacy Policy and the Privacy Act 1988 (Cth). We use it to supply the Service, for billing and account management, for business planning and product development, and to tell you about our other products and offers.

3.2.2 We may disclose your personal information where the law requires or permits us to, including to law enforcement and government agencies, emergency services and the operator of the Integrated Public Number Database, and to suppliers who help us provide the Service, such as network, messaging and payment providers.

3.2.3 If you sign up using a referral link, we will share your first name and Service Number with the person who referred you, so they can see that their link was used. By signing up through a referral link, you agree to this.

3.3 Marketing and service messages

3.3.1 We may send you marketing about our plans, promotions and offers by email, SMS, phone, mail and online. You can opt out at any time by using the unsubscribe option in a message or by contacting us.

3.3.2 Opting out does not stop the service messages we need to send you, such as messages about your plan, your usage, your bills, the security of your account, network outages, or changes to our terms and policies.

4.1 Your obligations

4.1.1 You must use the Service in line with the law, our Fair Use Policy and any reasonable direction from us or a relevant authority.

4.1.2 You must not use the Service, or allow anyone else to use it:

(a) to break the law or to infringe anyone else’s rights; (b) to make or send scam, phishing, fraudulent, abusive, offensive or nuisance calls or messages, or to send commercial messages in breach of the Spam Act 2003 (Cth); (c) to resell or supply the Service to anyone else, or to operate a contact centre, telemarketing or bulk messaging business, without our written approval; (d) with a SIM or eSIM that has been copied, modified or tampered with; or (e) in a way that damages or interferes with our network or our suppliers’ networks, or exposes us or our suppliers to liability.

4.1.3 If we detect or reasonably suspect a breach of this clause 4.1, we may act under section 6.

4.1.4 You are responsible for making sure your device is compatible with the Service. Information about compatible devices is available on our website.

4.2 Charges for use of the Service

4.2.1 You must pay all charges for use of the Service, including applicable taxes, whether the Service is used by you or by anyone else, and whether or not you gave permission. This does not apply to use after you have told us that your SIM, eSIM or device has been lost or stolen.

4.2.2 If your SIM, eSIM or device is lost or stolen, tell us straight away using the contact details in section 16. We will try to block the Service within 4 hours of your request.

4.3 Fair use

4.3.1 Our Fair Use Policy sets out what is reasonable use of the Service, including personal use on consumer plans, hotspot and tethering, shared use, and unusual or exceptionally high use. It forms part of the Agreement.

4.3.2 If we detect or reasonably suspect use that breaches the Fair Use Policy, we may act under section 6. We may also require you to move to a plan suited to that use as a condition of continuing to supply the Service.

4.4 Data Banking

4.4.1 This clause applies only if the Critical Information Summary for your plan says that your plan includes data banking. If it does not, unused data expires at the end of each billing period.

4.4.2 Where your plan includes data banking, data from your monthly allowance that you do not use in a billing period is added to your “Data Bank” and stays available in later billing periods, while you remain on that plan, the Service remains active and your account is paid up to date.

4.4.3 Your Data Bank is used only after your monthly allowance for the current billing period, and any bonus data or data add-ons, have been used.

4.4.4 Your Data Bank has no cash value. It cannot be redeemed for cash or account credit, is not refundable, and cannot be transferred to another person, Service or account.

4.4.5 Your Data Bank is forfeited, and the data in it is lost, if:

(a) the Service is disconnected for any reason, including cancellation by you or by us; (b) the Service Number is transferred to another provider; (c) the ownership of the Service changes under clause 5.2; (d) you move to a plan that does not include data banking, or to a plan with a lower monthly charge, unless we tell you in writing that your Data Bank will carry across; (e) the Service is suspended for more than 7 days; or (f) we retire your plan under clause 2.3 and the replacement plan does not include data banking.

4.4.6 You can check your Data Bank balance in your online account or in the E.Tel Mobile app. Usage information may be delayed by up to 48 hours.

4.5 Shared and pooled data

4.5.1 If your Application Form or Critical Information Summary provides for data that is shared or pooled across Services on your account, that data may be used by any Service in the pool, while each Service remains on your account and on an eligible plan and any other conditions in your Application Form or Critical Information Summary are met.

4.5.2 Using pooled data across the Services on your account in this way is not sharing for the purposes of the Fair Use Policy. Unused pooled data has no cash value.

4.6 Scam and fraud protection

4.6.1 We and our suppliers take steps to identify, trace and block scam calls and messages, and we may block, filter, delay or bar a call or message to or from your Service for that reason. Much of this happens automatically, so a legitimate call or message may occasionally be affected. If that happens, please tell us. If we find that a call, message or activity we blocked or restricted was not a scam, we will reverse the action where it is reasonably practicable to do so.

4.6.2 If you send messages using a branded or alphanumeric sender ID, that sender ID must be registered on the SMS Sender ID Register kept by the Australian Communications and Media Authority. Messages sent with an unregistered sender ID may be marked as unverified or may not be delivered.

4.6.3 If you think you have been targeted by, or have lost money to, a scam involving the Service, tell us as soon as you can. Section 11 explains how complaints are handled, including external dispute resolution.

4.6.4 We may share information about suspected scam or fraudulent activity with other telecommunications providers, the Australian Communications and Media Authority, law enforcement and other bodies, where the law permits or requires us to.

4.7 Content and services provided by others

4.7.1 We do not control, and are not responsible for, content, websites, apps or services provided by others that you access using the Service, or any charges they impose. You must follow any rules they set.

5.1 Transferring your Service Number to another provider

5.1.1 If you transfer your Service Number to another provider, the Service ends when the transfer is completed. Charges incurred up to that time may appear on a later invoice.

5.1.2 Bonus credit cannot be transferred or refunded. A number fee may apply, as set out in section 9.

5.2 Change of ownership

5.2.1 You may ask us to transfer a Service and its Service Number to another person. A change of ownership takes effect only when we agree to it in writing.

5.2.2 Before we agree, we may require a request from both you and the new customer, proof of the new customer’s identity, a credit assessment of the new customer, and payment of all amounts owing on the Service. The new customer must enter into a new agreement with us.

5.2.3 You remain liable for all charges on the Service up to the date the change of ownership takes effect. Entitlements on the Service, including any Data Bank, bonus credit and unused allowances, do not pass to the new customer.

5.2.4 We may also transfer a Service to the person who uses it, without the account holder's consent, where we are satisfied that the user is affected by domestic or family violence and the law permits it.

6.1 When we may act

6.1.1 We may suspend, restrict, bar or disconnect all or part of a Service, immediately and without prior notice, if we detect or reasonably suspect that:

(a) the Service is being used in breach of clause 4.1 or the Fair Use Policy; (b) the Service is being used for fraudulent or illegal activity, was obtained using false or stolen identity information, or was paid for using a card or bank account without the authority of its holder; (c) you have not given us identity information we asked for under clause 3.1; (d) the Service has not been used for more than 90 days; (e) the law requires it, or a relevant authority directs us to; (f) there is an emergency, or action is needed to protect our network, our suppliers’ networks or other customers; or (g) in the case of a Business Service, you become insolvent, or a liquidator, receiver or administrator is appointed to you.

6.1.2 Our rights under this section and section 7 are subject to any limits the law places on them. Where the law requires us to notify you before or after we act, we will do so.

6.1.3 For clauses 6.1.1(b) and 7.2.1(c), if your bank or card issuer tells us that a payment for the Service was not authorised by the holder of the card or account, for example through a chargeback for an unauthorised transaction, we may treat that as sufficient grounds to suspect fraud.

6.1.4 If you are travelling overseas and want the Service to stay active, tell us before you travel. Otherwise the Service may be suspended for not being used.

6.2 Fair use steps

6.2.1 Without limiting clause 6.1, if we detect or reasonably suspect a breach of the Fair Use Policy, we may do any of the following, at our discretion and for as long as we consider appropriate:

(a) bar or restrict data use on the Service, including access to any Data Bank; (b) disable mobile hotspot and tethering; (c) restrict the Service so that it can be used on one device only; or (d) reduce the data speed of the Service.

6.3 Non-payment

6.3.1 Subject to clause 8.4.1, if you do not pay an invoice in full by its due date, we may charge the late payment fee in section 9 and take credit management action, which may include restricting, suspending or disconnecting the Service.

6.3.2 Before we take credit management action, we will give you any notice the law requires, and we will follow our Financial Hardship Policy. If you are having difficulty paying, please contact us.

6.3.3 You may ask us to review a decision to restrict, suspend or disconnect a Service for non- payment. If we find that we made a mistake, we will not charge a reconnection fee.

6.4 Extended suspension and reconnection

6.4.1 If a Service remains suspended for more than 7 days, we may disconnect it and you may permanently lose the Service Number. Where the Service is suspended for non-payment, clause 6.3 applies to the disconnection.

6.4.2 Charges may continue to apply while a Service is suspended. The reconnection fee in section 9 applies to restore a suspended Service, unless the suspension was our error.

7.1 Cancellation by you

7.1.1 You may ask us to cancel a Service at any time, in writing or through your online account at www.etel.com.au/account. If we receive your request before the 15th of a month, the Service will be cancelled at the end of that month. If we receive it on or after the 15th, the Service will be cancelled at the end of the following month. If you transfer your Service Number to another provider, clause 5.1 applies instead.

7.1.2 You must pay for the Service up to the time it is disconnected or transferred.

7.2 Cancellation by us

7.2.1 We may cancel a Service immediately if:

(a) the law requires it, or a relevant authority directs us to; (b) there is an emergency; (c) we detect or reasonably suspect fraudulent or illegal use of the Service, or a payment for the Service made without the authority of the card or account holder (see clause 6.1.3); or (d) the Service has been suspended under clause 6.1 and the reason for the suspension has not been resolved.

7.2.2 If we cancel under clause 7.2.1, we will tell you before we cancel if that is reasonably possible, and otherwise as soon as practicable afterwards.

7.2.3 We will cancel a Service for non-payment only in line with clause 6.3.

7.2.4 We may also cancel a Service at any time, for any reason other than that you have made a complaint to us or to the Telecommunications Industry Ombudsman, by giving you at least 30 days’ written notice. The Service will end at the end of the month in which the notice period ends. No early termination charge applies to a cancellation under this clause.

7.3 After cancellation

7.3.1 When a minimum term ends, the Service continues month to month until it is cancelled. If your plan has a minimum term and you cancel before it ends, an early termination charge may apply. Where it does, the amount is set out in your Application Form or Critical Information Summary. No early termination charge applies to a plan without a minimum term.

7.3.2 To keep your Service Number, you must transfer it to another provider before the cancellation takes effect, or enter into a new agreement with us for it. Otherwise the Service Number will be disconnected. We may be able to recover a disconnected Service Number for the reconnection fee in section 9, which we will refund if we cannot recover it.

7.3.3 We will work out your final account balance within 30 days of cancellation, and you must pay any amount owing by the due date on your final invoice.

8.1 Invoices and due dates

8.1.1 Unless your Application Form or Critical Information Summary says otherwise, we will invoice you monthly, on or after the 10th of each month, for the previous month’s charges, together with charges for any usage not included in your plan. Your first and last invoices may include charges for part of a month.

8.1.2 Charges for some usage, such as international roaming, can reach us late and may appear on a later invoice.

8.1.3 Unless your Application Form, Critical Information Summary or invoice says otherwise, each invoice is due 14 days after the invoice date.

8.2 How you pay

8.2.1 You authorise us to charge your nominated card or bank account for each amount due on or around its due date, in line with our Direct Debit Request and Direct Debit Service Agreement, which sets out how automatic payments work, including how to change or stop them and how to dispute a payment. A copy is set out in Schedule 1. If the version published on our website differs from Schedule 1, the published version applies.

8.2.2 If a payment fails, we may try it again and charge the failed payment fee in section 9.

8.3 Overdue amounts

8.3.1 If an amount remains unpaid 60 days after the invoice date, we may refer it to a debt collection agency and recover from you the reasonable costs we incur in collecting it, including any fees charged by the agency. This clause is subject to clauses 6.3.2 and 8.4.1.

8.4 Billing errors

8.4.1 If you think an invoice or payment is wrong, please contact us, before the due date if possible. You must still pay any part of the invoice that you do not dispute. If we find that you were charged in error, we will refund or credit the amount. We will not take credit management action for an amount you have disputed while we, or the Telecommunications Industry Ombudsman, are investigating the dispute.

The following fees may apply to your account. Charges for your plan, and for usage not included in it, are set out in the Critical Information Summary for your plan and in our price tables at www.etel.com.au.

Late payment fee: $10 for each invoice not paid in full by its due date.

Failed payment fee: $10 for each direct debit or card payment that is declined or dishonoured.

Reconnection fee: $55 to restore a suspended Service or to recover a disconnected Service Number.

Number fee: $20 if you asked us for a new E.Tel mobile number when you joined, and you transfer that number to another provider within 6 months of the Service starting. The number fee does not apply if you transferred your number to E.Tel from another provider, if the Service has been active with E.Tel for 6 months or more, or if you cancel the Service instead of transferring the number.

10.1 Using roaming

10.1.1 International roaming is not available on every plan, and it must be activated before you leave Australia. You can ask us to activate it through your online account, in the E.Tel Mobile app, on 1300 383 588 or at [email protected]. Roaming depends on the availability of overseas networks, and we may decline a request.

10.1.2 Roaming charges are generally not included in your plan and are generally higher than charges in Australia. Even short periods of roaming can lead to large bills. You must pay for all roaming use of the Service, so turn off data roaming on your device if you do not want to be charged for it.

10.2 Roaming zones

10.2.1 Roaming charges depend on the zone of the country you are in. The countries in each zone, and the charges for each zone, are set out in the E.Tel International Roaming Table at www.etel.com.au/international-roaming, as updated from time to time.

10.2.2 If a country is not listed as a Zone 1 country, it is treated as Zone 2 and Zone 2 charges apply. Zone 2 charges are much higher than Zone 1 charges.

10.2.3 Zones are set by the overseas networks that we and our wholesale supplier rely on, and they can change. Where a change is detrimental to you, we will give you notice under clause 2.1. If our supplier tells us about a change only after it has taken effect, we will update the International Roaming Table and tell you as soon as practicable. Before you travel, check the current zone of your destination, and contact us if it is not listed.

10.3 Legacy plans

10.3.1 If you joined E.Tel before 2024, your Service is likely to be on a legacy plan. International roaming is not available on legacy plans unless we agree otherwise in writing, on any conditions we set. To use roaming, you will generally need to move to a current plan, which may change your charges and inclusions.

10.3.2 If you are not sure whether you are on a legacy plan, contact us before you travel.

We are here to help. If you would like to give feedback or make a complaint, please contact us. Our Customer Complaints Policy, available at www.etel.com.au/terms-and-conditions, explains how we handle complaints.

If you are not satisfied with how we have handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service. You can contact the Telecommunications Industry Ombudsman on 1800 062 058 or at www.tio.com.au. From 31 March 2027, complaints about scams covered by the Scams Prevention Framework are handled by the Australian Financial Complaints Authority (www.afca.org.au) instead of the Telecommunications Industry Ombudsman. All other complaints continue to go to the Telecommunications Industry Ombudsman.

If you are having difficulty paying your bill, please contact us as early as you can. Our Financial Hardship Policy, available at www.etel.com.au/terms-and-conditions, explains the help we can offer.

If you are experiencing domestic, family or sexual violence, please contact us. Our Domestic and Family Violence Statement, available on our website, explains the support we offer.

13.1 Your rights under the law

13.1.1 Nothing in the Agreement excludes, restricts or modifies any right, remedy or guarantee you have under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified.

13.2 Our liability

13.2.1 The Service depends on networks, systems and services supplied by others, including our wholesale network supplier. Subject to clause 13.1.1, and to the maximum extent permitted by law, we do not promise that the Service will be continuous or fault-free, and we are not liable for any interruption, fault or degradation of the Service caused by a third party or by an event outside our reasonable control.

13.2.2 Subject to clause 13.1.1, and to the maximum extent permitted by law, we are not liable for any indirect or consequential loss, or for any loss of profit, revenue, business, goodwill or data, however it arises.

13.2.3 Nothing in this section limits our liability for death or personal injury caused by our negligence, or for our fraud.

13.3 Your liability

13.3.1 You are liable for loss we suffer as a direct result of your breach of the Agreement or your unlawful use of the Service, where that loss was reasonably foreseeable. You are not liable to us for indirect or consequential loss.

14.1 Additional terms for business customers

14.1.1 This section applies to a Service acquired for a business purpose, including where the account is in the name of a company, partnership, trust, sole trader or other organisation, or the Service is on one of our business plans (a “Business Service”). The rest of the Agreement also applies to Business Services. If this section is inconsistent with another part of these General Terms, this section applies.

14.1.2 If your business is a consumer under the Telecommunications Consumer Protections Code or the Australian Consumer Law, you keep the protections they give you.

14.1.3 You must nominate at least one authorised representative for your account. Once we have verified their identity as the law requires, we may act on instructions from anyone we reasonably believe is your authorised representative or an officer of your business, including instructions to add, change or cancel a Service. You must tell us promptly if an authorised representative changes or leaves your business.

14.1.4 You may allow your employees, contractors and others you authorise (“Users”) to use your Business Services. You are responsible for their use, and for all charges on your Business Services, as if the use were your own.

14.1.5 The Service Numbers on your account are held by you as the account holder, not by the individual Users. A Service Number can be transferred to another provider through that provider's own verification process, which usually involves a code sent by SMS to the Service Number and account details such as your account number or date of birth. This means that anyone who has access to the SIM or eSIM the Service Number is on, and to your account details or E.Tel account login, may be able to transfer it. We do not control that process, and we treat any transfer completed through it as authorised by you. You are responsible for controlling access to your SIMs, eSIMs, devices, account details and account login, including when a User leaves your business. To the maximum extent permitted by law, we are not liable for any loss arising from a Service Number being transferred out in this way. If you tell us that a transfer was not authorised, we will help you ask for it to be reversed where that is possible.

14.1.6 If your Application Form sets a minimum term or an early termination charge for a Business Service, those terms apply to that Service.

14.1.7 If your business is not a consumer under the Telecommunications Consumer Protections Code, we may also charge interest on any amount that remains unpaid 60 days after the invoice date, at 1% per month from the due date until it is paid.

14.1.8 A Business Service may be used in the ordinary course of your business. The Fair Use Policy explains how it applies to Business Services. You must not resell a Business Service, or supply it to anyone other than your Users, without our written approval.

15.1 Other terms

15.1.1 If we do not exercise a right, power or remedy under the Agreement, or we delay in exercising it, that does not waive it, and we may still exercise it later, in the same or any other circumstances. Allowing something once, or for a period of time, does not mean we must allow it again. A waiver by us is effective only if it is in writing.

15.1.2 If any part of the Agreement is void, voidable, invalid or unenforceable, including because it is an unfair term, it is read down to the extent necessary to make it valid and enforceable. If it cannot be read down, that part is severed, and the rest of the Agreement continues to apply.

15.1.3 Each right we have under the Agreement applies to the maximum extent permitted by law.

15.1.4 The Agreement is governed by the laws of New South Wales, and you and we submit to the non-exclusive jurisdiction of its courts.

15.1.5 We may pay commissions to agents or others who introduce you to us or who help us make the Agreement with you.

Phone: 1300 383 588 Email: [email protected] Address: Level 2, 66 Berry Street North Sydney NSW 2060 Postal Address: PO BOX 6093 North Sydney NSW 2059

This Schedule reproduces our Direct Debit Request and Direct Debit Service Agreement. The current version is also published at www.etel.com.au/terms-and-conditions. If the published version differs from this Schedule, the published version applies.

1. Direct Debit Request (Authorisation)

By providing your payment details and agreeing to this Direct Debit Request and Service Agreement, you:

(a) authorise E.Tel Communications Pty Ltd (“E.Tel”, “we”, “us”) to debit funds from your nominated bank account or credit card for all amounts payable in connection with your E.Tel services; (b) authorise your financial institution to process these debits in accordance with this authorisation; (c) acknowledge that the amounts debited may vary depending on your selected plan, usage, fees, and any other charges payable under your agreement with E.Tel; (d) acknowledge that debits will occur on or around the due date specified on your invoice; (e) confirm that you are the account holder or an authorised signatory to the nominated account; (f) confirm that you will ensure sufficient cleared funds are available in your nominated account on the due date; and (g) confirm that the authority to debit from card or bank account is ongoing until cancelled.

2. Direct Debit Service Agreement

2.1 Debiting your account. We will debit your nominated account periodically for amounts due in connection with your service, as set out in your plan, invoice, or otherwise agreed with you. If a debit falls on a non-business day, it may be processed on the next business day.

2.2 Changes to debiting arrangements. We will provide reasonable notice in advance of any material changes to your direct debit arrangements, including changes to the frequency or method of debiting (excluding changes due to your usage or plan changes).

2.3 Your obligations. You must ensure that your nominated account details are correct and up to date, your account can accept direct debits, and sufficient funds are available on the due date.

2.4 Failed or dishonoured payments. If a direct debit is declined or fails, we may charge a dishonour or administration fee, we may attempt to reprocess the payment, and your service may be suspended or cancelled in accordance with your service terms.

2.5 Stopping or changing debits. You may request to stop a debit, defer a debit, or change your payment details, by logging in to submit the requested changes at https://app.etel.com.au or by contacting us at least 3 business days before the scheduled debit date. You may also contact your financial institution to stop or cancel a direct debit.

2.6 Disputes and errors. If you believe a debit has been made incorrectly, you should contact us as soon as possible. We will investigate and respond promptly, and if an error is identified, we will refund or adjust the amount accordingly. You may also raise a dispute with your financial institution.

2.7 Confidentiality. We will keep your banking and payment details confidential, except where disclosure is required by law, necessary to process transactions, or required to investigate a claim or dispute.

2.8 Notices. We may provide notices under this agreement via email, SMS, or other agreed communication channels.

2.9 Cancellation. This direct debit arrangement remains in place until you cancel it or your agreement with E.Tel ends.

3. Acceptance and payment method acknowledgement

By signing the form or selecting the acceptance checkbox during signup (as applicable), you confirm that you have read and understood this Direct Debit Request and Service Agreement, agree to be bound by its terms, and authorise E.Tel Communications Pty Ltd to debit your nominated bank account in accordance with this agreement. For electronic acceptance, this agreement is taken to be validly formed upon your confirmation and submission, and constitutes your authority for the purposes of applicable payment and banking regulations.

Payment by card. If you elect to pay by credit or debit card, you acknowledge that card details are not collected on the form and are either collected from you online during your application or activation, or submitted by you through your online customer portal at https://app.etel.com.au. You authorise E.Tel to charge your nominated card on a recurring basis for all amounts due in connection with your services once your card details are submitted.

Payment by bank account. If you elect for direct debit from a bank account, you may submit or change your nominated bank account by logging in at https://app.etel.com.au.