Data customer terms

What is your service?

The big picture stuff

Your service is a post-paid data-only service for use in Australia only. Your service lets you access mobile data in Australia.

The data allowances on your service are described in the Critical Information Summary for your plan.

Data allowance

Your data is available for use within the monthly payment cycle. Any unused data remaining at the end of the monthly payment cycle will not roll over into the next month.

Data gifting

With your service, you can gift your data, in units of 1GB, to another user of a Belong mobile service; and receive such a gift from another user of a Belong mobile or data plan service.

Details of how to gift data to another user are set out on our website and via the Belong app. When you gift data to another user, the user receiving the gifted data must have an active mobile or data plan service to receive the gift. Your data will be reduced by the amount that you’ve gifted to the other user, and your full name (e.g., ‘John Smith’) will be disclosed to the recipient of the gifted data.

If your service is not active, or is suspended, you will not be able to receive gifted data.

Changing plans

You can change your plan size once per monthly payment cycle. We’ll move you to the new plan and pricing at the start of the next monthly payment cycle, continuing from month to month thereafter until you make a further change.

Where you reduce your plan size, we won’t refund any money or remove data that you’ve already paid for on the higher data plan for the current month.

You will not be able to change your service to a mobile plan.

Managing your data

You can keep track of your data by logging in to your Belong account through the Belong app or on the website at belong.com.au/new/services.

If you require additional data, you can purchase a data ‘top-up’, in units of 5GB for $10 each. We do not apply data top-ups automatically. If you have no data remaining, your service will be slowed to a maximum of 1 Mbps for the rest of that monthly payment cycle, but we won’t charge you any extra.

No other features included

Your service does not include any other features other than those listed in these terms and in the Critical Information Summary.

Paying for your service

Payment methods 

You must pay any charges via recurring payment using direct debit from a Visa, Mastercard or PayPal account. We accept credit or debit card payments from Australian banks, building societies or credit unions. (Prepaid cards are not accepted).

Pricing and payments

Pricing and details of how and when you need to pay are set out in the Critical Information Summary for your plan.

Taxes

The charges for your service may not include all taxes. You must pay any applicable taxes that we include as part of your invoice for your service. Applicable taxes may include any stamp and other duties, fees, taxes (including GST) and charges relating to your purchase of your service. GST may be imposed on a supply we make to you under these terms. We’ll issue a Tax Invoice to you for any supply on which GST is imposed.

Overdue payments

1 day overdue

We will notify you that your payment is overdue.

5 days overdue

We will remind you that your payment is overdue.

11 days overdue

Your data gifting is suspended, you cannot buy data top-ups, you cannot make plan changes, and your data is slowed to a maximum of 1 Mbps. We will notify you of these actions. You may not be able to recoup the unused value of suspended add-ons, even if you subsequently pay the overdue amount.

To resume your service prior to day 25, you need to pay your outstanding amount.

15 days overdue

We remind you that your payment is still due, that restrictions have been placed on your service and that your service will be suspended if payment of overdue amounts is not received within the next 10 days.

25 days overdue

Your service is suspended. Data gifting is suspended. Your data is reset to zero. You will not be able to recover any data even if you subsequently pay the overdue amount. While your service is suspended, you'll see a credit adjustment for your monthly plan.

To resume your service prior to disconnection, you need to pay your outstanding amount as well as your next monthly charges in advance. We will notify you of these actions.

60 days overdue

We will disconnect your service.

At least 5 working days prior to disconnection, we will inform you of the imminent disconnection of your service.

Financial hardship

We recognise that sometimes unforeseen events in your life, such as sudden illness or loss of employment, may affect your ability to pay us for services you have used. If you’re experiencing financial hardship which is affecting your ability to pay an amount which is due for your service, please Send us a message.

When things go wrong

If you need a replacement SIM card

If you need a replacement SIM card, we’ll provide you with one free of charge (within Australia only). You can request one online on our website, or via our app.

If your compatible device is lost or stolen

If your device is lost or stolen, you can ask us to block the use of your device.
We will block the use of your compatible device by invalidating the International Mobile Equipment Identity (IMEI) number of the device in the Equipment Identity Register of our mobile network. This means that you will not be able to use the device on our network while the device is blocked.

We can block the use of a device if:

• we reasonably consider that a device has been lost or stolen; or

• we have received a list of blocked IMEI numbers from another mobile service provider, in accordance with the inter-carrier IMEI blocking initiative introduced by the Australian Mobile Telecommunications Association; or

• we reasonably consider that a device provides a threat to the integrity of the telecommunications network or part of the telecommunications network.

We may decide:

• not to block the use of a device; or

• to stop blocking the use of a device,

If we believe that there may be another device with the same IMEI number as that of the first device. If your device has (or may have) been lost or stolen, it may be blocked. If your device is blocked it will not work.

If you find your device again or if it is blocked by mistake

You can ask us to unblock the use of a device:

• if you believe that we may have blocked the use of a device by mistake; or

• where you recover a lost or stolen device.

When other mobile service providers can block devices

Regardless of why we block your device, we’ll include the IMEI number of that device on a list of IMEI numbers that we have blocked.

We’ll send this list to other mobile service providers in accordance with the inter-carrier blocking initiative introduced by the Australian Mobile Telecommunications Association. Other participating mobile service providers will then invalidate the IMEI numbers on that list, so that the corresponding devices will not work on their GSM or 3G networks either. However, we cannot promise that the other participating mobile service providers will invalidate your IMEI number or do so within a certain time period.