Last updated: September 2025

This policy explains how refunds work, how to cancel, and how to contact us if you have a complaint.

1. Refund Policy (7-Day Cooling-Off)

If, within 7 days of purchasing your fixed wireless service, you experience an unsatisfactory level of service (not due to incorrect choice or change of mind) and wish to cancel, we will refund the purchase price in full, provided all criteria below are met during the cooling-off period:

• The service fails to achieve at least 50% of the plan’s maximum speed during the 7-day period.
• You return the unit within 7 days of notifying us, in its original packaging and undamaged condition, with all accessories (e.g., CDs, cables).

Claims made outside the 7-day period are not eligible for installation or hardware refunds. If you are under a fixed-term contract, you remain liable for the balance of the contract. Refunds may take up to 20 days.

Advertised speeds are maximum possible speeds and are not guaranteed. Local reception conditions vary; the 7-day period allows you to test the service at your location.

2. Cancellations & Minimum Notice

To cancel your service, you must provide at least 30 days’ notice in writing (email, letter, or fax). The 30 days are counted from the day your notice is received. If your account is terminated for any reason, all outstanding fees and charges become due immediately. If your account is under contract, early termination fees (e.g., remaining contract value) apply.

Please keep proof of your cancellation notice (e.g., a copy of your email). We are unable to offer refunds to subscribers who cannot provide proof of termination.

3. How to Lodge a Complaint or Cancellation

Email: info@sky5g.com.au

Phone: 1300 413 798

Post: PO Box 21, Richmond, QLD 4822

4. Financial Hardship

If you are experiencing financial hardship, Sky5G has a Financial Hardship Policy that may provide payment assistance.

Legal Note

This policy forms part of our Terms & Conditions. By using our service, you agree to comply with it.