Standard Form of Agreement

Last Updated: 21 August 2026

1. This agreement

This Standard Form of Agreement (SFOA) sets out the standard terms on which JND Comms Pty Ltd (ABN 58 686 602 666), trading as heardle, supplies telecommunications services in Australia.

Your agreement is made up of the following documents, in this order if they conflict (except that Australian Consumer Law rights always apply):

  1. the Critical Information Summary (CIS) for your plan (plan facts: price, term, included value, typical speeds, cancellation fee)
  2. your order confirmation or accepted quote
  3. this SFOA
  4. our website Terms of Service (including website and YOUR.heard use)
  5. our published policies: Privacy, Acceptable Use, Fair Use, Complaints, Payment Assistance, and Cookies

2. Becoming a customer

You must be 18 or older (or have parental or guardian consent), provide accurate details, and keep your account credentials secure. We may decline or cancel an application if information is incomplete, we cannot supply the service at your premises, or we cannot verify your identity when the law requires it.

3. Services

We supply nbn® broadband, mobile (where offered), phone / PBX, and related hardware or support as described in your plan documents. Service quality depends on network technology, third-party carriers (including nbn®), your equipment, in-premises wiring, Wi-Fi, and power at the premises.

Services will not work during a power outage unless you have a supported backup. Keep a mobile phone for emergencies. If you have a medical or security alarm, confirm compatibility before ordering and register medical alarms with NBN Co’s Medical Alarm Register where appropriate.

4. Charges and billing

Charges are in Australian dollars and include GST unless a document says otherwise. We bill monthly in advance once the service is activated on the network (not when you first plug in a modem). Invoices are available in YOUR.heard and by email.

Payment is due within 14 days of the invoice date unless we agree otherwise. Late or failed payments may attract the fees we publish from time to time (including late, failed-payment, paper-bill, and reconnection fees) and can lead to restriction, suspension, or termination. We may recover reasonable collection costs. Refunds follow the Australian Consumer Law and your plan terms.

You must pay charges for use of the service on your account, including use by people you allow, unless a charge is wrong or we caused the use through our failure to take reasonable care.

5. Your responsibilities

You must use the service lawfully and in line with our Acceptable Use and Fair Use policies, keep equipment reasonably secure, and not resell services without our written consent. You remain responsible for activity on your account. You must give us safe and reasonable access if we need to attend the premises, and a suitable power supply and environment for any equipment we supply.

6. Hardware

We may sell you a modem, handset, or other equipment, or you may use your own compatible device (BYO).

  • Title: Title in equipment we sell you passes when you have paid for it in full. Until then, you must not sell, pledge, or part with it.
  • Risk: Risk of loss or damage passes when the equipment is delivered to you or collected by you.
  • Warranty: Manufacturer warranties apply where available. We will help you with a warranty claim for equipment we supplied. Australian Consumer Law guarantees still apply.
  • Return: Sold equipment is generally not returnable after delivery except where the ACL or your CIS requires it (for example a faulty device or a cooling-off or speed-related exit right). If we ever supply rental equipment and keep title, we will say so on the order and you must return it in good working condition (fair wear and tear excepted) when the service ends.
  • BYO: BYO devices receive limited best-effort support. We are not responsible for faults in equipment we did not supply.

7. Faults and maintenance

Before you report a fault, please restart your equipment and check power, cabling, and Wi-Fi. We will provide a fault-reporting service by phone, email, and YOUR.heard.

  • heardle-supplied service or equipment: We will investigate and repair faults in the service we supply and in equipment we still support, during our usual support hours unless your plan says otherwise.
  • nbn® or another carrier: If the fault is in nbn®’s network or another supplier’s network, we will raise it with them and keep you updated. We are not responsible for their network beyond that escalation, except as the ACL requires.
  • Your equipment or wiring: Faults in BYO devices, internal wiring, or Wi-Fi are your responsibility. If you ask us to investigate and the fault is not in our service, a callout or incorrect-diagnosis fee may apply if we told you that beforehand.

We and our suppliers may perform maintenance. We will try to schedule planned work outside busy hours and give notice where we reasonably can.

8. Changing or ending a service

You may cancel your service at any time by giving heardle thirty (30) days’ written notice via YOUR.heard (support ticket) or email, including if you do not wish to continue after a minimum term.

Where your plan has a fixed minimum term (for example 24 months), a Cancellation Fee applies if you cancel within that term. The Cancellation Fee is: remaining months in the contract term × the monthly charge × 30%. Month-to-month / no lock-in plans do not attract this Cancellation Fee. Unused days after the notice period ends are not refunded unless the ACL or your CIS requires it.

We may suspend or terminate for non-payment, serious or repeated breach (including of the AUP or Fair Use Policy), illegal use, or as required by law or a regulator. Australian Consumer Law rights still apply, including where early exit fees must not be charged for certain nbn® speed-related issues described in your CIS.

9. Privacy

We handle personal information as set out in our Privacy Policy, including IPND, emergency services, and telecommunications metadata where those laws apply.

10. Liability

Nothing in this SFOA excludes rights you have under the Australian Consumer Law. Subject to those rights, our liability is limited as set out in our website Terms of Service.

11. Notices and authorised contacts

We may send notices to the email address on your account or through YOUR.heard. A notice is taken to be received on the day it is sent if sent on a business day before 5pm AEST, otherwise on the next business day, unless we receive a delivery-failure message. You must keep your email address current.

People you nominate as authorised contacts, and anyone who signs in to YOUR.heard or correctly quotes the account verification details we have on file, may give and receive instructions about the service. We may record calls for training, quality, and verification.

12. Assignment

You must not assign this agreement without our written consent (not to be unreasonably withheld). We may assign or novate this agreement to another company that will continue to supply the service, and we will notify you if we do.

13. Complaints

See our Complaints Handling Policy. If you cannot pay a bill, see our Payment Assistance Policy. Eligible customers may also contact the TIO on 1800 062 058 or tio.com.au.

14. Changes and governing law

We may update this SFOA by posting the new version on this page. Material changes will be notified through YOUR.heard or the email on your account where practicable. This SFOA is governed by the laws of New South Wales and the Commonwealth of Australia.