Legal & Policy Centre

Yes. Comstel accepts both faulty and change-of-mind returns, but the item must be in new, unused condition with its original packaging, accessories and documentation, and the request must be made within 7 days of delivery. A 10% restocking fee applies to non-faulty returns and you cover return shipping.

All returns and defect claims must be started within 7 days of delivery, and the window can’t be extended. For the COMSTEL TV Box, hardware faults must also be reported within 7 days.

A 10% restocking fee applies to non-defective returns (none for confirmed faulty items). Refunds are processed within 7 business days of receiving and inspecting the return, back to your original payment method — credit-card refunds may take a further 3–5 business days and PayPal 24–48 hours. Original shipping is non-refundable.

Custom-configured or personalised products, software with opened or activated licences, consumables (such as batteries or cables with cut packaging), and anything damaged by misuse. Only one exchange is allowed per original purchase.

In the Sydney metropolitan area, installation is $199 (excl. GST) for the first two hours, including standard setup and training, then $99 (excl. GST) per hour. Travel is included within 20 km of the office. Outside the metro area a $199 call-out fee applies, plus $0.95/km (excl. GST) and $99/hr. Parts, after-hours work and parking may be charged separately.

A qualified technician assesses your network infrastructure, internet connectivity, power and PoE, network configuration, physical layout and existing systems. They then provide recommendations, confirm installation requirements, prepare any quotes and schedule the install. You may need to provide access and credentials, confirm handset locations and complete any porting forms.

Services must be used lawfully and reasonably — no unlawful, fraudulent, abusive, harmful or excessive use, and nothing that interferes with the network or other customers. Comstel may monitor for unusual usage patterns. If you breach the policy, they may notify you and give 30 days to fix it; serious or fraud-related cases may be acted on sooner.

No. The box includes a 12-month individual streaming licence that does not auto-renew. You must contact Comstel before it expires to renew; renewal is $10 per month ($120 per year). The licence is non-transferable, and no refunds apply for change of mind, ISP issues, unused periods or late renewal.

Wi-Fi problems caused by your modem, signal strength or ISP settings are not grounds for a refund — the box can be connected by Ethernet (LAN) cable instead. Before purchase, you’re responsible for confirming that your internet provider permits the streaming and that your speed and router support it.

It depends on your plan. Month-to-month, casual or “no contract” plans can be cancelled by either party, with the service ending at the end of that month. On a fixed or minimum-term plan you generally can’t cancel mid-term; where early termination is agreed, an Early Termination Fee plus any outstanding installation or equipment amounts may apply. Outside a fixed term you can terminate on 30 days’ written notice.

Billing is normally monthly. Late payment may incur a $15 (excl. GST) late-payment fee plus any collection costs. Direct debit is the preferred method with no surcharge; credit-card payments may attract a surcharge, and a paper bill may cost $5 (excl. GST) each.

Your rights under the Australian Consumer Law can’t be excluded — for verified faults, remedies include repair, replacement or refund. If you have a complaint, contact Comstel first to resolve it; if it isn’t resolved, you can refer it to the Telecommunications Industry Ombudsman (TIO).

Under the Privacy Policy, Comstel complies with the Australian Privacy Act 1988, protects data with measures such as encryption and firewalls, and does not sell or share your data except to deliver services or meet legal obligations. You can request access to, or deletion of, your personal data.