Terms and Conditions of Service

Thank you for your interest in the Bonntech PBX solution. Please read the following policy terms of service carefully.


Usage Policy

1. These terms and conditions apply to all Bonntech Business Solutions PBX services (the "Service"). You must read and understand this agreement (the "Agreement") before using the service in whole or in part. In this agreement, "We" or "Us" or "Bonntech Business Solutions" relates to Bonntech Business Solutions Pty Ltd or their agents and "You" or "Customer" relates to the person, person(s) or organisation receiving the Service. Also, acknowledge that these terms and conditions may vary from time to time. Please check back these conditions regularly, as use of this service constitues your acceptance of these terms and conditions.

2. You acknowledge that although we will take all reasonable steps to make sure you receive the voice service within the local calling areas, the voice service is not free from faults or interruptions. Certain factors, such as network congestion, maintenance, technical capabilities, geographic factors, obstructions or interference may mean you will not receive the voice service at certain times.

3. When using this service, you will ensure that you and others comply at all times with all laws and obligations, regulations, codes or determinations or any other requirements of any government or statutory authority, including licence conditions, applicable to the services and their use. Failure to comply with any licence , permit or authorisation relating to the connection of equipment to the Service Delivery Point or use of the services may result in immediate termination of the agreement. In addition, you must not transmit, distribute or otherwise publish on the Service any libelous, defamatory, abusive material or material that could give rise to civil or criminal proceedings. If this occurs, Bonntech Business Solutions will not be held liable for any charges incurred by these proceedings.

4. The contents of the Service, including, but not limited to text, photographs, graphics, video and audio content (the "Content") is protected by copyright as a collective work or compilation under the copyright laws of Australia and other countries, and owned or controlled by Bonntech Business Solutions, their affiliates or the party credited as the provider of the Content. All individual articles, content and other elements comprising the Content are also copyrighted works. You must abide by all additional copyright notices or restrictions contained in the Service. You may not copy, reproduce, distribute, publish, enter into a database, display, perform, modify, create derivative works, transmit, or in any way exploit any part of the Service. Without limiting the generality of the foregoing, the Bonntech Business Solutions PBX service may not be resold or otherwise resupplied by any account holder to any other person or entity without Bonntech Business Solutions' prior written consent.

5a. Fees and charges applicable to your service will commence from the date of activation of your Bonntech Business Solutions account. For post-paid customers, we will email an invoice monthly, and you must pay these fees and charges by the invoice due date. All fees and charges will be billed to your nominated credit/charge card. If you cancel your credit/charge card authority, or if you do not pay your invoice by the invoice due date, Bonntech Business Solutions will charge a fifteen dollar late fee. Charges for archive or hardcopy invoices may apply. Bonntech Business Solutions can decide that you have a credit limit. If so, we will tell you what that credit limit is. If you exceed the credit limit, we may suspend the service until you pay all call charges owing on your account. Finally, we may ask you to pay a deposit for some or all of the service charges in advance, in order to receive or continue receiving your service. You are still required to pay us your monthly charges by the invoice due date.

5b. Domestic Calling Rates are as per the service schedule for your calling plan as advertised on our current plans page. If your plan is no longer advertised, you can request the calling rates again by email. International Calling Rates are listed on our website and are subject to change without notice, although they are generally updated on the last day of each month for the following month. International rates fluctuate regularly due to many market factors, and you agree to pay the rates listed at the time of your call. You can request international barring by emailing support@bonntech.com.au

6. Our pre-paid services are designed to prevent account balances being debited past 0. Due to the resource intensive nature of per-second call checking, you may end up with a debit balance. If you have a debit balance (illustrated with a negative sign), it must be re-paid to Bonntech Business Solutions within 30 days of your balance going into debit, otherwise Bonntech Business Solutions may choose to retrieve these funds using the appropriate legal channels.

7. If you have authorised payments by credit card, debit authority or other similar methods, then payments shall be drawn against your authority when due without further notice to you unless you terminate the payment method by 14 days written notice to Bonntech Business Solutions. Disconnection to the Service will occur in the event that your authorized payment method is refused or dishonoured by your nominated financial institution.

8. Your term begins when your account is activated and continues for the period of time until you request an account cancellation in writing. Should your details change at any time, you must notify us immediately. If you wish to discontinue your service, you must give us notice in writing by emailing us to request a disconnection and cancellation. The Service will be disconnected and cancelled within 7 days of receipt. Bonntech Business Solutions may suspend, restrict or disconnect the service under varying circumstances. A final invoice will be issued after disconnection and you must pay all fees and charges you incurred using the service, up to the date of the cancellation request.

9. Bonntech Business Solutions' records are prima face evidence of the Customers use of the service and the charges payable. Bonntech Business Solutions allows customers to connect to the service using their own device. Bonntech Business Solutions only charges for answered calls and ceases to charge when the call is terminated by the caller. Timed calls are calculated using the total network time used for each call. The Customer agrees that any calls from the Bonntech Business Solutions account supplied to the Customer are deemed to be authorised by the Customer and the Customer will pay all charges accordingly. International calls are charged in 30 second increments, Mobile timed calls are charged in one second increments. There is a minimum charge of 1 cent on all timed calls.

10. Bonntech Business Solutions may provide Customers and Resellers with access to the Bonntech Business Solutions billing (or "reseller") software. This software may provide figures detailing total call costs and individual call details. Where the software is provided, it is provided as a guide only and records should be kept by the Customer to check that the total provided is correct. The software should serve only as a tool for verifying the Customers own records.

11. All Customers are assigned a unique Bonntech Business Solutions identification username and password. The Customer should keep confidential all passwords the Customer is given in connection with the service. The Customer acknowledges that Bonntech Business Solutions will disclose any information in connection with the customers accounts to any person who correctly quotes the Customers password.

12. Customers that purchase a Direct Indial (DID) from Bonntech Business Solutions will retain the Rights of Use (ROU) of the number while they are on an active plan with no amounts outstanding. The customer can use their Bonntech Business Solutions accounts number (found on the PDF email bill) to port their DID to another provider if they hold the ROU for a DID. If the customer removes the DID via the My Account portal or has their account closed for any reason, they will no longer hold the ROU for that DID.

13. Customers may port their own number to Bonntech Business Solutions from Optus or Telstra. This ported DID will continue to belong to the customer, and not Bonntech Business Solutions. This DID can be ported to another Telecommunications provider by the customer without notice to Bonntech Business Solutions.

14. Bonntech Business Solutions offers a supplementary phone service only. The phone service provided is supplementary to your existing landline or mobile phone service. As such, you are required to own an active landline or mobile with a Telecommunications provider in Australia at all times. Emergency calls should be dialed on your landline or mobile phone only, because Voice over IP by nature is not fault-free as mentioned above (2.). Bonntech Business Solutions may contact you on your mobile or landline periodically to ensure that your details are up to date. When calling Emergency Services (000) from a Bonntech Business Solutions phone your location details may not be automatically transmitted to the operator. When calling 000 using a VoIP phone service, the operator must verify your location details with you.

15. Plans priced per-user or per-extension with included calls such as the Freedom plan can only have single-user devices (such as Yealink and Cisco VoIP phones) connected to Hosted PBX extensions only. SIP Trunking is not included and no PBX systems (Asterisk, 3CX etc) or other line-sharing devices are permitted on Freedom plans. Connection of a PBX or line-sharing device, or a configuration that results in line sharing will result in account suspension and cancellation of the account.

16. If, in Bonntech Business Solutions' opinion, you breach any of the terms and conditions of this Agreement, we may suspend, terminate or limit your access to the Service and terminate this Agreement effective immediately. The termination of the Service shall not preclude Bonntech Business Solutions from exercising any other rights Bonntech Business Solutions may have against you under this Agreement.

17. These terms plus the terms of the chosen Service(s) constitute the entire Agreement between the Customer and Bonntech Business Solutions in relation to Service(s). Any condition, warranty, representation or other term which might otherwise be implied into or incorporated into these terms and conditions, or any collateral contract, whether by statute, common law or otherwise, is hereby excluded. Neither party shall have any remedy in respect of any untrue statement made to it upon which it relied in entering into this Agreement (unless such untrue statement was made fraudulently) and each party's only remedy shall be for breach of contract as provided in this Agreement.

18. Extra terms and conditions relating to fair use apply for plans with included call value (such as Freedom and Voice Line Included Plans). Your acceptance of these terms includes acceptance of plan-specific terms on the critical information summary.

19. These terms and conditions are governed by the laws and regulations of the state of Victoria.

Refund Policy

Digital Online Services

Services such as Hosted PBX & SIP Trunking plans, phone number ordering, features & add-ons that have been ordered and activated are non-refundable for change of mind. See below for refunds and exchanges on goods.

Account Cancellation

If the customer wishes to discontinue the service and has a credit balance at the time of cancellation, we will refund the remaining balance of the customer's account back to their initial payment method. If the initial payment method is unavailable (for example, if the card is cancelled or expired), then government-issued ID will be required in order to process the refund and a processing delay of up to 14 days will apply.

A cancellation request must be made in writing by email or support ticket by the account holder. See Account Cancellation for more information.

Accidental Payments and Ad-hoc refunds (refunds of a prepaid balance)

A pre-paid balance balance can be refunded quickly and easily to the customer on request via the initial payment method. Simply contact support for more information. If the initial payment method is unavailable (for example, if the card is cancelled or expired), then government-issued ID will be required in order to process the refund and a processing delay of up to 14 days will apply.

Credits on accidentally ordered digital add-ons

Bonntech Business Solutions may, at their discretion, provide an account credit on accidentally ordered products. Please contact support for assistance.


This refund policy does not seek to remove any rights under the Competition and Consumer Act (ACL)


Refunds & Exchanges on Outright Purchases

Bonntech Business Solutions provides brand-new stock to customers. Please choose carefully, as change-of-mind refunds are not available, even if the item is unopened (This includes a purchase of items that you no longer require).

A refund or exchange may be available if an item

If you have any questions, please contact support for more information. If the initial payment method is unavailable (for example, if the card is cancelled or expired), then government-issued ID will be required in order to process the refund and a processing delay of up to 14 days will apply.


This refund policy does not seek to remove any rights under the Competition and Consumer Act (ACL)


Refunds & Exchanges on Rental Plans & Hardware

A refund is not available in the event that you select the wrong handset or fail to begin using your rental products within a certain time frame. The first month of the rental period is not refundable for change of mind once the items have shipped. Bonntech Business Solutions recommends ordering a rental service only if you intend to use it.

Your rental stock is brand-new, for this reason, please choose carefully as change-of-mind refunds are not available even if the item is unopened (This includes a ordering items that you no longer require). Please see your full rental terms for full rental terms and conditions.

A refund or exchange may be available if an item

If you have any questions, please contact support for more information. If the initial payment method is unavailable (for example, if the card is cancelled or expired), then government-issued ID will be required in order to process the refund and a processing delay of up to 14 days will apply.


This refund policy does not seek to remove any rights under the Competition and Consumer Act (ACL)

Privacy Policy

We are committed to safeguarding the privacy of our website visitors; this policy sets out how we will treat your personal information.
(1) What information do we collect?

We may collect, store and use the following kinds of personal data:

(a) information about your visits to and use of this website;

(b) information about any transactions carried out between you and us on or in relation to this website, including information relating to any purchases you make of our goods or services;

(c) information that you provide to us for the purpose of registering with us and/or subscribing to our website services and/or email notifications.


(2) Information about website visits

We may collect information about your computer and your visits to this website such as your IP address, geographical location, browser type, referral source, length of visit and number of page views. We may use this information in the administration of this website, to improve the website's usability, and for marketing purposes.

We use cookies on this website. A cookie is a text file sent by a web server to a web browser, and stored by the browser. The text file is then sent back to the server each time the browser requests a page from the server. This enables the web server to identify and track the web browser.

We may send a cookie which may be stored on by your browser on your computer's hard drive. We may use the information we obtain from the cookie in the administration of this website, to improve the website's usability and for marketing purposes. We may also use that information to recognise your computer when you visit our website, and to personalise our website for you.

Most browsers allow you to refuse to accept cookies. (For example, in Internet Explorer you can refuse all cookie by clicking "Tools", "Internet Options", "Privacy", and selecting "Block all cookies" using the sliding selector.) This will, however, have a negative impact upon the usability of many websites, including this one.


(3) Using your personal data

Personal data submitted on this website will be used for the purposes specified in this privacy policy or in relevant parts of the website.

In addition to the uses identified elsewhere in this privacy policy, we may use your personal information to:

(a) improve your browsing experience by personalising the website;

We will not without your express consent provide your personal information to any third parties for the purpose of direct marketing.

(4) Other disclosures

In addition to the disclosures reasonably necessary for the purposes identified elsewhere in this privacy policy, we may disclose information about you:

(a) to the extent that we are required to do so by law;

(b) in connection with any legal proceedings or prospective legal proceedings;

(c) in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk); and

(d) to the purchaser or seller (or prospective purchaser or seller) of any business or asset which we are (or are contemplating) selling or purchasing.

Except as provided in this privacy policy, we will not provide your information to third parties.

(5) Security of your personal data

We will take reasonable precautions to prevent the loss, misuse or alteration of your personal information. Of course, data transmission over the internet is inherently insecure, and we cannot guarantee the security of data sent over the internet.

We will store all of the personal information you provide on our secure servers. All electronic transactions you make to or receive from us will be encrypted using SSL technology.

You are responsible for keeping your password confidential. We will ask for your password before we can make changes to your account.

(6) Policy amendments

We may update this privacy policy from time-to-time by posting a new version on our website. You should check this page occasionally to ensure you are happy with any changes.

We may also notify you of changes to our privacy policy be email.

(7) Your rights

You may instruct us to provide you with any personal information we hold about you. Provision of such information may be subject to the payment of a fee (currently fixed at $10.00).


(8) Third party websites

The website contains links to other websites. We are not responsible for the privacy policies of third party websites.

(9) Contact

If you have any questions about this privacy policy or our treatment of your personal data, contact us.

Complaints Handling Policy

Bonntech Business Solutions strives for excellence in customer service, one of the strongest points about Bonntech Business Solutions is our well known reputation as one of the best and customer friendly CSP's in Australia. However sometimes things do not go as planned. It may be that you don't agree with your bill or perhaps the staff member you spoke with did not address your concern correctly. Whatever it may be, we want to hear about it. It is your right to complain and this feedback helps us to continually better our services for you and other customers. Current or former customers of Bonntech Business Solutions are welcome to make a complaint if they feel the need to do so.

NOTE: If you would like to nominate an authorised Representative/advocate to make a complaint on your behalf, please authorise them during your call/email




What is defined as a complaint?

A complaint means an expression of dissatisfaction made to us in relation to our services or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected by you. Contacting Bonntech Business Solutions to request support or to report a service difficulty is not necessarily a complaint. Technical and support issues are common and occur for many reasons, if you are simply experiencing a technical issue we will not consider your contact with us as an official complaint unless you specifically request us to. 



First point of Contact

Bonntech Business Solutions Technical Support team is the customer support team within Bonntech Business Solutions who assist to resolve issues of a technical nature. 

» PH: 03 8685 8873

Bonntech Business Solutions Accounts team is the customer support and main point of contact within Bonntech Business Solutions for questions regarding your account or for further information about our services. 

» PH: 03 8685 8873

If you are having difficulties with your Accounts or Technical Support representative, they should be able to transfer you to someone else to help resolve your issue. 




Lodging a Formal complaint

If our Accounting or Technical Support teams have been unable to satisfy your issue, you can request for your call to be considered a complaint. 

You may also make a complaint directly to our operations manager: 
Email - support@bonntech.com.au
Mail - PO Box 150 Bulleen, VIC 3105 

Minimum information required when submitting a complaint
» Account holder's full name
» Account username 
» Daytime contact phone number
» Details of complaint - Dates, times, staff members spoken to
» Proposed outcome



Resolving the complaint

All Bonntech Business Solutions staff are generally capable of resolving the majority of complaints. Our main goal is to resolve your complaint with a fair resolution upon your first contact with us. 

Upon receiving your complaint, you will receive acknowledgement that it has been received within two working days. 

If you are unsatisfied with the response, you can request that your complaint be directed to a senior staff member. Generally all complaints are already handled by a senior staff member. 

If your complaint has been lodged over the phone, you may be directed to a senior staff member in the first instance. In the situation that a senior staff member is not available to answer your call, please allow up to six hours for them to return your call. If you have called at the end of the working day they may try and contact you up until 9pm AEST or return your call at the start of the next business day. 



Outcome of a complaint

Some complaints are more complex than others and as such may take longer to resolve. We aim to provide a resolution at this level within five working days. We will not implement any resolution until acceptance is received from you. 

We will advise you either verbally (via telephone) or in writing (via email or sms) of the outcome of your complaint. If you prefer a specific method of contact, this may be requested when lodging your complaint. 



Urgent Complaints

A complaint is considered urgent if it falls under one of the following categories: 
» You have applied for or have been accepted as being in Financial Hardship under Bonntech Business Solutions's Financial Hardship policy and where the nature of the complaint can reasonably be presumed to directly contribute to or aggravate your Financial Hardship. See our Financial Hardship Policy for further information.
» If your service is about to be disconnected and/or this has happened in error.

Please note Bonntech Business Solutions does not offer the Priority Assistance scheme 



Further options

You will find that all matters can be handled by Bonntech Business Solutions's internal processes and we do require that you first allow us the opportunity to exhaust all avenues in resolving your complaint. However, if you are not satisfied with our handling of your complaint and you have escalated this within Bonntech Business Solutions, you may seek complaint mediation or further assistance from the Telecommunications Industry Ombudsman 
(Contact details of the TIO can be found on their website: http://www.tio.com.au/about-us/contact-us



Translating and interpreting services

If English is not your first language, The Department of Immigration and Multicultural Affairs provide a translating and interpreting service. They can be contacted on 123 14 50. 



Contact Details

To contact Bonntech Business Solutions please go to the use any of the contact details located on our website bonntech.com.au 
or contact us on our number 03 8685 8873



Revision of the Complaints Handling Policy 

Bonntech Business Solutions Pty Ltd reserves the right to revise, amend, or modify the Complaints Handling Policy, our Internet Service Agreements and our other policies and agreements at any time and in any manner. Notice of any revision, amendment, or modification will be posted on the Internet at bonntech.com.au

Financial Hardship Policy

Bonntech Business Solutions strives for excellence in customer service, one of the strongest points about Bonntech Business Solutions is our well known reputation as one of the best and customer friendly CSP's in Australia. However sometimes things do not go as planned. It may be that you don't agree with your bill or perhaps the staff member you spoke with did not address your concern correctly. Whatever it may be, we want to hear about it. It is your right to complain and this feedback helps us to continually better our services for you and other customers. Current or former customers of Bonntech Business Solutions are welcome to make a complaint if they feel the need to do so. 
NOTE: If you would like to nominate an authorised Representative/advocate to make any arrangments on your behalf, please authorise them during your call/email


What is financial hardship?
The Telecommunications Consumer Protection Code defines financial hardship as:

"A situation where a Customer is unable, reasonably, because of illness, unemployment or other reasonable cause, to discharge their financial obligations under their contract with the Supplier, and the Customer reasonably expects to be able to discharge those obligations if payment and/or Service arrangements were changed. Financial hardship can be of limited or long-term duration."

Financial hardship basically involves a customer's inability to pay bills, not an unwillingness to do so. Customer hardship can arise from a variety of situations. Hardship can be either of limited duration or long term. To illustrate, several of the common causes are listed below. 


Hardship may arise in the following circumstances:
» Loss of employment of you or a family member
» Illness, including physical incapacity, hospitalisation or mental illness of you or a family member
» Family breakdown
» A death in the family
» Other factors resulting in an unforeseen change in your capacity to meet their payment obligations, whether through a reduction in income or through an increase in non-discretionary expenditure.

Contact Us
The earlier you contact us, the better. Discussing your concerns gives us the opportunity to help you manage your bills. If you are having a problem paying your bill, or you wish to discuss options available to you to minimise your bill, call Bonntech Business Solutions on 
» PH: 03 8685 8873
Monday - Friday 9am - 5pm AEDST 


Bonntech Business Solutions's policy
A payment arrangement may be made if evidence of a hardship claim, can be supported with appropriate documentation. If documentation cannot be delivered to justify the claim, a payment extension may be offered providing the revised due date does not fall into a new billing period. 
A payment arrangement is an agreement between a Bonntech Business Solutions and yourself, where an outstanding balance may be broken into smaller repayments which are more manageable for you. 
If you require time to pay an outstanding amount, agreeing to a payment plan and sticking to it will help prevent disconnection of your service. Disconnection of your service is used only as a last resort, and we will work with you to avoid this if possible. 

To assist us in establishing the level of support you require, dependent on your individual circumstance, we may request supporting evidence, including, but not limited to: 
» A statutory declaration from a person familiar with the customer's circumstances (family doctor, clergy, bank officer, etc.). 
» Evidence of the customer having consulted with, and/or being accompanied by a recognised financial counsellor, or a booking to see a financial counsellor.
» An income/expenditure assessment from Centrelink. 
» A severance letter from the customer's most recent employer.
Judgment as to whether a customer is experiencing genuine financial hardship rather than simply seeking to defer payment lies with Bonntech Business Solutions. 

Failure to honour the arrangement
If you do not adhere to the terms of the arrangement, and do not contact Bonntech Business Solutions to re-negotiate, we will take reasonable steps to contact you or your authorised representative (e.g. financial counsellor) before taking further action. 
If any further financial difficulties are experienced, you must immediately notify us so that the arrangement can be reviewed. 
After reasonable unsuccessful attempts have been made by Bonntech Business Solutions to contact you (or your representative), or if you refuse to honour the arrangement, the outstanding payable amount may be referred to a third party debt collection agency. 

Minimising your Debt
There are options available for minimising your debts: 
» change to a lower Plan
» Temporarily suspend your service so no further invoices are generated 

Further Options
There are a range of other financial support services available such as free financial counseling services offered in each state and territory in Australia. For more information on these and other options available please see the ACMA's website. 

Translating, interpreting and counselling services
If English is not your first language, The Department of Immigration and Multicultural Affairs provide a translating and interpreting service. They can be contacted on 123 14 50. 

You can talk to a phone financial counsellor from anywhere in Australia by visiting www.financialcounsellingaustralia.org.au or calling 1800 007 007 (minimum opening hours are 9.30 am – 4.30 pm Monday to Friday). This number will automatically switch through to the service in the State or Territory closest to you.

Contact Details
To contact Bonntech Business Solutions please go to the use any of the contact details located on our website bonntech.com.au or contact us on our number 03 8685 8873 

Revision of the Financial Hardship Policy 
Bonntech Business Solutions Pty Ltd reserves the right to revise, amend, or modify the Financial Hardship Policy, our Internet Service Agreements and our other policies and agreements at any time and in any manner. Notice of any revision, amendment, or modification will be posted on the Internet at bonntech.com.au

Network and Security Tools Policy

Network Security and Security Tools
Customers agree to accept responsibility and liability for the security of and/or access to their networks and related systems. You must take reasonable and appropriate precautions to prevent any violations of your network and/or related systems security. Bonntech Business Solutions does not take responsibility or liability in any way for any violations of your network and/or related systems security, however caused. 

While Bonntech Business Solutions is responsible for the provision of your service, you are responsible for ensuring that adequate security in the form of virus protection and firewalls exist to protect your electronic data and computer operating system or the electronic data and computer operating system against and unauthorised or unwarranted intrusion 

Why is security software important? And what does it protect from?

Viruses - Security software helps deliver protection that stops most viruses, such as Trojans and worms before they can infect your computer. 
Spyware - Security software can help prevent cybercriminals from hacking into your computer and stealing your personal information such as passwords. 
Information & Identity Theft - Security software can help protect you from software that may self-install on a computer, or be installed as a hidden component of another program. These programs generally enable information to be gathered secretly about what websites you visit, your passwords etc. 

Online Predators - Security software can spy on your children's website and social network activity, it can also block access to inappropriate material/websites where required. 

What should I use?

Bonntech Business Solutions does not recommend any one piece of security software as everyone's needs are different 
Please review the smartest place on earth for such questions, Google and the Comparison of antivirus software WiKi.

Shipping Policy

Bonntech Business Solutions ("we" and "us") is the operator of (https://bonntech.com.au) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our
service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.


2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.


3. Returns
3.1 Return Due To Change Of Mind
Bonntech Business Solutions does not normally accept returns due to change of mind, however if the order is still in transit or is refused delivery by the customer, then (at Bonntech Business Solutions's discretion) the items may be able to be returned. Return shipping will be charged to the customer, and after items have been checked to ensure they are in their original unused condition, a refund will be processed to store credit for a future purchase. Bonntech Business Solutions will refund the value of the goods returned less the cost of return shipping.

3.2 Warranty Returns - Faults & DOA

Bonntech Business Solutions will happily honor any valid warranty claims, provided that adequate fault-finding with our technical team has been completed, and a valid return authorisation has been issued. All items must be received and checked by the customer upon arrival to ensure they function as advertised and any DOA (dead on arrival) claims must be made within 30 days of receipt of the items. Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim. Upon return receipt of items for warranty claim, you can expect Bonntech Business Solutions to process your warranty claim within 7 business days.

Your warranty claim will need to be made in writing as part of the fault finding process to our customer support email address. You can begin here.

Once the warranty claim is confirmed, a refund, credit, or exchange may given per our Refund Policy.


4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days

4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.

4.3 Processing Times
Orders placed before 2 PM - AEST (UTC+10) will be quite often be dispatched the same day, otherwise, within the next business day. If you have an urgent requirement, call us on 03 8685 8873 to check whether your items are in stock and ready to ship today.
Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.5 P.O. Box Shipping
Bonntech Business Solutions does not ship to P.O. box addresses, as we use door to door courier services only.

4.6 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item. You may contact us if you require us to dispatch the in-stock items immediately and send the remaining items once they return to stock, however an additional charge may apply.

4.7 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes
7.1 Goods and Services Tax
GST has already been applied to the price of the goods as displayed on the website.

7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Bonntech Business Solutions encourage you to be aware of these potential costs before placing an order with us.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Bonntech Business Solutions at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of
the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched - this may occur before you receive a shipping notification (we are very quick to dispatch!). If an order has already been dispatched, please refer to our refund policy.

9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer service
For all customer service enquiries, please phone us at 03 8685 8873


Account Cancellation Policy

Due to the telecommunications consumer protection code, only the verified Account Holder can close the account.

Rental Accounts

Please see your rental terms for information relating to the cancellation of rental services. You may be required to give a minimum notice period, charges will continue until items are returned, and fees & charges will apply if items are not returned in their original condition (subject to allowable wear and tear). Contact Bonntech Business Solutions support for further information.


For non-rental accounts, lodge your account cancellation request on the day that you would like the account closed - we cannot schedule your request for a later date.


There are three ways to cancel the account - in all cases, the request must be made in writing:

  1. The fastest and easiest way is to log into the My Account Portal. Click Support & Feedback > Submit a Ticket > Type: Account Support > Message: "Please close my account immediately and disconnect all services."
  2. Or send an email to support from the registered Account Holder's email address with subject "Account Cancellation" and Message "Please close my account immediately and disconnect all services."
  3. Or if you do not have access to the Account and email address, then we may require you to send us a letter on your company letterhead. Contact Support for more information.


If you have a credit balance, you can ask for a refund (see Refund Policy). If you have any outstanding charges, these will be invoiced within 30 days and are payable on receipt of the invoice.


Thank you for using Bonntech Business Solutions, and we hope to see you again someday.


support@bonntech.com.au
po box 150, bulleen 3105 vic
suite 9, 79 manningham road, bulleen 3105 vic

Contact

Thank you for visiting. We look forward to your enquiry and will respond as quickly as possible.