Jetnet Access - Refund Policy

Refund Policy 

Jetnet Access offers a money back guarantee for its service. Should we not achieve our service level agreement (SLA) we will refund the cost of the access for that time period.

 Our Guarantee does not extend to;

• Failure of client’s equipment
• Malicious damage to equipment or service
• Automatic disconnection due to a breach of the terms and conditions
• The users data limit or time limit is exceeded
• Early check out of hotel

As a rule, once connectivity is confirmed and the service is working, refunds will not be given.

Dispute Resolution

Should you feel that you are entitled to a refund, you can contact our accounts departments during office hours by phone (08) 9381 2300 or by email accounts@jetnet.com.au .

Should you not receive satisfaction, you can write to

Jetnet Customer Service

Suite 3, 19 York St

Subiaco WA 6008

Stating the reason for requesting a refund. A panel will review your situation an advise you in writing of the outcome

Should you not wish to accept the Customer Service decision, Jetnet is a member of the Telecommunications Industry Ombudsmen. http://www.tio.com.au  who act as a third party to resolve dissatisfaction of customers.

Service Level Agreement

In Room Guests

In the event the service is consecutively down for more than 3% of a 24hr billing period, Jetnet Access will refund the cost of that 24hr period.

Owner/Occupiers

While Jetnet Access uses the latest equipment and best practices, the service cannot be guaranteed to be available 100% of the time as the service also relies on third party infrastructures outside of their control. However, Jetnet offers a 97.5% uptime guarantee on its service.

Should within any monthly billing period, the service not be available for 97.5% of the time, Jetnet will credit your account for the amount you have paid for that current month, to the next months access costs.

Jetnet Access’s description of the service being down is described as “No network access outside of the Local area network” I.e. The service is not down if an external website or email server outside of Jetnet Access control is not reachable.

Delivery Time

As credit card transactions are processed through third parties, it may take up to 1 working day to confirm the transfer of funds. Refunds will not be given until Jetnet can confirm the transaction has occurred. Once confirmation is received, and a refund is deemed due, the funds will be either directly credited back to your account or a cheque will be issued.