Promotions Terms & Conditions
General conditions for promotional discounts, referral credits and invitation-only loyalty benefits. The applicable offer terms and CIS identify the benefits available for your selected service.
How these terms apply
Read these general promotion terms with the specific offer terms, your accepted application and the applicable Critical Information Summary (CIS). Where a specific offer expressly provides different eligibility, benefits or conditions, those specific provisions apply to that offer. The document priority in clause 2.2 of the General Terms continues to apply. These general promotion terms do not reduce an accepted price lock, trial benefit or notice protection.
Publication of these general terms does not itself make a discount, free month, hardware benefit, referral credit or loyalty credit available. The benefit, eligible plans, redemption period and any code or invitation requirement must be stated in the applicable offer.
Unless the specific offer expressly provides otherwise, the new-customer definition and address restriction below apply to new-customer promotions, including LIVA2Y. Existing-customer promotions apply only when an offer expressly includes existing customers.
See the current offers, applicable CIS and General Terms.
Healthcare Professionals Benefit
From 15 October 2026 (Perth time), LIVAHEALTH applies to eligible new residential nbn customers on 500/50, 750/50 and 1000/100 plans. These plans are expressly eligible despite the general exclusion for speeds of 150 Mbps or above. The healthcare declaration, eligible prices and 12-month period are set out in the offer terms and CIS. This offer cannot be used in conjunction with any other promotional offer. Internet and security free trials are not included. Optional security products may be purchased separately at the prices shown at checkout, subject to their applicable terms.
Read the Healthcare Professionals Benefit terms and Healthcare CIS and detailed service information.
LIVA2Y pricing protections
LIVA2Y and its legacy alias LIVAEX apply to eligible new Residential and Business Essential customers on the 500/50, 750/50 and 1000/100 Mbps nbn® plans identified in the applicable offer CIS. Business Pro, OptiComm and Fixed Wireless plans are not eligible for LIVA2Y. These plans are expressly eligible despite the general exclusion for speeds of 150 Mbps or above. A valid code must be accepted at checkout during the offer period.
The accepted promotional base monthly internet plan fee is locked for 24 months from service activation. This is a price lock, not a 24-month fixed-term service contract. Withdrawal or variation of an offer for future applications does not retrospectively change the price or promotional period of an already accepted order.
After the first 24 months from service activation, the plan continues month-to-month at LIVA Telecom's then-current standard monthly price for that plan, unless you change plan or cancel. We will give you at least 30 days' written notice of the new monthly price and its effective date before the promotional period ends. If that notice is late, your promotional monthly price will continue until the 30-day notice period has passed. No higher price will apply before the 24-month price lock ends.
Read the LIVA2Y offer terms, LIVA2Y residential CIS or LIVA2Y Business Essential CIS . Other codes, including LIVABIZ1Y, have their own eligibility, pricing and duration; LIVA2Y benefits do not automatically apply to them.
General Promotions – New Customers*
LIVA Telecom may, from time to time, offer general promotional offers to new customers* (for example, a monthly discount for a stated period).
- Promotions are available only to new customers*.
- Employees and staff of LIVA Telecom are not eligible to participate in promotions.
- Promotions must be redeemed within the stated promotional period.
- Promotions cannot be applied retrospectively.
- General promotions exclude plans of 150 Mbps or above unless the specific offer expressly includes them. Eligible LIVA2Y and LIVABIZ1Y plans are such exceptions; their own customer and plan eligibility conditions still apply.
- Promotional discounts cannot be combined with any other discount unless expressly stated otherwise.
- A discount cannot be applied to an address within 180 days of a previous discount being applied, unless you can demonstrate that you are a new owner or rental tenant of that address (and not a flatmate).
- Promotional discounts are not transferable to another person or party.
- Promotional discounts cannot be redeemed for cash.
- Promotions that include hardware do not include postage or mailing costs.
- Promotions involving free hardware: if you fail to pay for your first month of service, LIVA Telecom reserves the right to invoice you for the full cost of the hardware supplied.
- Promotional discounts that depend on maintaining a specific plan type (e.g., unlimited) will immediately cease if you change to an unsupported plan type.
- Customers should refer to the General Terms and Conditions for product- or service-specific terms.
- If a Force Majeure Event makes a promotion impractical or impossible to offer, LIVA Telecom may vary or withdraw it for future applications and will explain the change. Any effect on an accepted service remains subject to the accepted offer, CIS and General Terms; this clause does not itself remove an accepted price lock or notice protection.
Please note:
Once an offer is accepted, its pricing will be applied to eligible bills for the agreed period. The specific offer terms and CIS govern expiry pricing and notice. For LIVA2Y, the 30-day written notice and continued promotional pricing protections above apply; they are not limited to reasonable efforts. For other discounts lasting more than 30 days, we will make reasonable efforts to notify you before expiry without reducing any stronger notice requirement.
*A "new customer" is an individual who has not had an active broadband service with LIVA Telecom in the preceding six months, and who has not been an authorised contact residing at the same address as the primary account holder on an active LIVA Telecom broadband service during that period.
General Promotions – Existing Customers*
LIVA Telecom may, from time to time, offer promotional benefits to existing customers* (for example, complimentary hardware or services as part of a plan to upgrade).
- Promotions are available only to existing customers*.
- Employees and staff of LIVA Telecom are not eligible to participate.
- Promotions must be redeemed during the promotional period.
- Promotions cannot be applied retrospectively.
- General promotions exclude plans of 150 Mbps or above unless the specific offer expressly includes them. Eligible LIVA2Y and LIVABIZ1Y plans are such exceptions; their own customer and plan eligibility conditions still apply.
- Promotional discounts are not transferable.
- Promotional discounts cannot be redeemed for cash.
- Discounts will be applied automatically to customer bills for the relevant period.
- Where a promo code is required, it must be quoted and accepted at the time of sale (online or over the phone).
- Promotions involving hardware do not include postage or mailing costs.
- For hardware promotions: failure to pay the first month of service entitles LIVA Telecom to invoice for the full cost of the hardware.
- Discounts dependent on a particular plan type expire immediately if the customer changes to an unsupported plan.
- Refer to General Terms and Conditions for specific product/service terms.
- If a Force Majeure Event prevents a promotion from being offered, LIVA Telecom may vary or withdraw it for future applications and will explain the change. Any effect on an accepted service remains subject to the accepted offer, CIS and General Terms; this clause does not itself remove an accepted price lock or notice protection.
Note: The specific offer terms and CIS govern expiry pricing and notice. For discounts lasting more than 30 days, we will make reasonable efforts to notify you before expiry without reducing any stronger notice requirement in your accepted offer or agreement.
*An "existing customer" is an individual who is the legal account holder of an active broadband service with LIVA Telecom at the time the promotion is applied.
Refer-a-Friend Program – Terms and Conditions
LIVA Telecom operates a refer-a-friend program under which customers may refer friends to LIVA Telecom in exchange for a defined benefit.
The following terms and conditions apply:
• The dollar value of the referral benefit is as advertised on the LIVA Telecom website at the time of referral.
• The benefit is provided as an account credit applied to monthly internet service fees.
• Referral credits cannot be used to purchase modems, routers, or other hardware.
• Referral benefits cannot be applied retrospectively.
• Employees and staff of LIVA Telecom are not eligible for this program.
• Where required, the referral code must be quoted and accepted at the time of sale, whether online or over the phone.
• Referral benefits cannot be redeemed for cash.
• Referral benefits cannot be transferred to another person or party.
• Only one refer-a-friend credit may be applied per transaction. In case of multiple products (broadband and mobile), the highest single eligible credit will apply.
• New customers signing up may receive either referral credit or a promotional discount, but not both.
• The program applies only to residential NBN and OptiComm services, Small Business, and Business Plus NBN services. It does not apply to enterprise or business-grade services.
• The program does not apply to mobile services on a standalone basis.
• There is no limit on the number of friends you may refer.
• Referral credit is applied once the referred customer's service becomes active.
• Customers may not refer themselves to a subsequent account.
• The referred person must be aware that the referrer receives a benefit.
• Referral codes are not active or usable until the referrer's service is active.
• LIVA Telecom reserves the right, at its sole discretion, to suspend or remove access to the refer-a-friend program where a customer breaches the Fair or Acceptable Use Policy or where LIVA Telecom reasonably believes the program is being abused or manipulated.
PRIVACY:
To participate in this program, customers must disclose their unique account number to the referred person. LIVA Telecom does not provide referrers with personal information about referred customers, other than confirmation that a referral has resulted in an active service and that a referral credit will be applied.
Loyalty Offer – Terms and Conditions
LIVA Telecom may, from time to time, offer loyalty benefits to selected long-term customers by invitation.
The following terms and conditions apply:
- •The value of the loyalty benefit is as stated in the invitation email at the time of the offer.
- •The benefit is provided as an account credit.
- •Employees and staff of LIVA Telecom are not eligible for this offer.
- •Loyalty credits cannot be redeemed for cash.
- •Loyalty credits are not transferable.
- •The offer applies only to residential customers and does not apply to small business or business-grade services.
- •The offer applies to broadband services only (including NBN, OptiComm, Fixed Wireless). The credit does not apply to other services or products such as phone services, mobile services, entertainment services, or hardware.
- •The loyalty benefit does not itself create a fixed-term service contract. Plan changes, cancellation and any required notice remain subject to the accepted service agreement and applicable CIS. If LIVA Telecom changes a customer's plan, the original loyalty credit remains unchanged.
- •If a customer cancels during the offer period, unused customer-funded prepaid amounts are settled under clauses 15.2 and 15.3 of the General Terms after outstanding charges are deducted. Promotional bonus credits are not refundable or redeemable for cash. This does not limit any rights that cannot be excluded under Australian Consumer Law.
- •If a customer changes their plan during the offer period, the bonus credit value remains unchanged. Moving to a lower-priced plan will extend the duration of the credit, while moving to a higher-priced plan will reduce it more quickly.
LIVA Telecom reserves the right, at its sole discretion, to remove access to this offer where a customer breaches the Fair or Acceptable Use Policy or where LIVA Telecom reasonably believes the offer is being misused.
Optional Kaspersky Plus included benefit
Optional Kaspersky Plus for 1 device for 12 months at no additional upfront cost with nbn 25/10, 50/20 or 100/20. A $30 promotional recovery charge applies if the internet service is cancelled within the first 6 months after activation, unless an eligible paid Kaspersky upgrade is selected. No renewal fee without your separate agreement. Device compatibility and Kaspersky terms apply. Your Australian Consumer Law rights are unaffected.
Available on eligible orders accepted from 15 October 2026. This benefit does not apply to other speed tiers, OptiComm or Fixed Wireless plans.
Optional Kaspersky Plus purchase
From 15 October 2026, available on eligible fixed-line nbn plans other than 25/10, 50/20 and 100/20, which have a separate included benefit.
$25 once for 1 device for 12 months, paid at checkout. No promotional recovery charge or minimum internet service period applies to this paid licence. No automatic renewal. Device compatibility and Kaspersky terms apply. Price includes GST. OptiComm and Fixed Wireless are excluded from this one-device offer.
Questions or complaints?
LIVA Telecom | Level 49, 8 Parramatta Square, Parramatta NSW 2150 | ABN: 32 621 849 518