Skymesh Starlink Business Customer Terms 

1.  About These Terms

1.1  These terms set out the agreement between Skymesh Pty Ltd (ABN 38 613 736 137) (Skymesh, we, us, our) and you for the provision of Starlink satellite internet services and hardware, as set out in your Order Form.

1.2  Your Order Form, together with these terms (and any applicable support plan terms), forms the complete agreement between us. If there is any inconsistency, the Order Form prevails to the extent of the inconsistency.   

1.3  We resell Starlink services and hardware under an agreement with Space Exploration Technologies Corp. (SpaceX), the operator of the Starlink network. Some provisions of these terms reflect obligations that flow directly from that arrangement. 

1.4  These terms apply to business customers and services only. By agreeing to them, you confirm that you are acquiring the services and hardware wholly or predominantly for business purposes and not for residential use or domestic purposes. Please see clause 14 (Australian Consumer Law) if you think you may also have rights as a consumer. 

2.  Definitions 

In these terms: 

Term	Meaning
ACL	The Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)).
Agreement	These terms together with your Order Form (and any support plan terms).
Authorised Reseller Customer	A Customer whose Order Form designates them as an Authorised Reseller Customer Clause17 applies additionally to Authorised Reseller Customers.
Data Allowance	Your monthly priority data allocation as specified in your plan.
Hardware / Kit	The Starlink dish, mounting hardware, router, and any accessories purchased from us.
ARC End User	A third party to whom an Authorised Reseller Customer provides the Service (or a managed solution incorporating the Service) under Clause 17.
Order Form	The form, quote, or online order via your customer portal access that sets out your plan, pricing, and contract term.
Priority Data	The high-priority data allocation included in your plan. Used first; delivers the best performance.
Service	Access to the Starlink satellite internet network provided by us, including data management and customer support.
Service Commencement Date	The date your service is first activated.
Standard Data	Unlimited data available after your Priority Data is exhausted. May be subject to reduced speeds during peak periods.
Support Plan	An optional support tier (Basic, Pro, or Premium) purchased in addition to the Service. The inclusions and exclusions for each type of support tier are set out in https://www.skymesh.net.au/business/fixed-site/supportplans.
Us / We / Skymesh	Skymesh Pty Ltd (ABN 38 613 736 137).
You / Customer	The business entity or individual named in the Order Form.

3.  The Services 

3.1   What we provide

We will provide you with access to the Starlink satellite internet network and, where applicable, sell you Hardware, as set out in your Order Form. We offer two service types: 

1. Local (Business) — Starlink service within Australia, for a fixed location (Fixed) or for use on vehicles and vessels (Mobility – subject to clause 4.5). 

2. Global (Global Business)— Starlink service anywhere Starlink operates, including Maritime. 

3.2  Service availability

The Local Service is available within Australia only. The Global Service is available anywhere Starlink operates, though the service is activated within Australia, and so has Australia as it’s home country. Availability depends on factors including network capacity, location, line of sight, weather, and obstructions. We do not guarantee that the Service will be available at all times or in all conditions. 

3.3  No direct Starlink account

You will not have a direct account with Starlink or SpaceX. We manage the Service through our reseller account with Starlink. This means: 

1. You contact us (not Starlink directly) for all billing, service, and support matters. 

2. We manage your data allocations and, where applicable, data top-ups on your behalf. 

3.4  Not for mission-critical use

The Service is not designed or intended as a mission-critical or safety-of-life service. Do not rely on the Service as your sole means of emergency communications, or for any application where a loss of connectivity could endanger life or property. 

3.5  Service performance

Actual speeds and performance will vary depending on network conditions, location, hardware, and other factors. We will publish indicative speed information on our website. Speeds are not guaranteed. 

4.  Hardware 

4.1  Outright purchase 

Hardware is sold to you outright. Title and risk pass to you on delivery, provided payment has been made in full. Shipping and handling charges are payable by you and are non-refundable.  

4.2  Hardware warranty

The Hardware is covered by Starlink’s limited manufacturer warranty. Warranty claims must be made through us — not directly with Starlink. The warranty periods are: 

1. Gen 3 Performance Kit: 36 months from the date of purchase or 12 months from first activation, whichever is later (warranty expires no later than 48 months from the date of purchase). 

2. All other Kits: 24 months from the date of purchase or 12 months from first activation, whichever is later (warranty expires no later than 36 months from the date of purchase). 

The warranty covers defects in materials and workmanship, subject to exclusions in Starlink’s warranty terms. It does not cover physical damage, misuse, or modifications not approved by Starlink. 

4.3  Modifications

Do not modify the Hardware in any way that alters its transmission characteristics or contradicts the Starlink setup guide. Unauthorised modifications will void the Starlink warranty and may degrade service performance. Any modification requires Starlink’s prior written approval. 

4.4  Software licence

Software embedded in the Hardware is licensed — not sold — to you. The licence is non-exclusive, non-transferable, and revocable, for use only as installed on the Hardware. You must not sublicense or transfer the software to any third party. 

4.5  In-motion use

You must not use the Hardware on a moving vehicle or vessel unless Skymesh has confirmed this is permitted under your service plan.  

Installation of Hardware on any aircraft is prohibited in all circumstances. 

If in-motion use is permitted, you must ensure the mount is installed on a structurally sound, horizontal surface. Equipment that falls from a moving vehicle or vessel can cause serious accidents or injury. 

5.  Minimum Term 

Your service is provided on a month-to-month basis, with a one month minimum term. 

6.  Prices and Billing 

6.1  Hardware

Hardware is charged as a one-off payment as set out in your Order Form. Shipping and handling are charged additionally and are non-refundable.

6.2  Service charges

Monthly service charges (and any support plan fees) are as set out in your Order Form or our current price list, which you may obtain by contacting our team.

6.3  GST

All prices are stated exclusive of GST unless otherwise stated. GST will be added to your invoice where applicable.

6.4  Invoicing and payment

Invoices are issued monthly and are payable within 30 days of the date of the invoice. You may also establish an automatic payment method to ensure that all payments are made on time and to avoid any late or declined payment fees being incurred.

6.5  Late payment

If you do not pay an invoice on time or if your payment method is declined, we may: 

1. charge late payment or declined payment fees as set out in our Schedule of Fees (https://www.skymesh.net.au/support/legal-resources/schedule-of-fees) from time to time; and 

2. after reasonable notice, suspend your service until all outstanding amounts are paid; or 

3. terminate your service for non-payment.

6.6  Price changes

We may change our prices with at least 30 days’ written notice.  

7.  Data, Usage, and Network Management 

7.1  Priority Data

Your plan includes a monthly Priority Data allocation. Priority Data is used first and delivers the best network performance, particularly during congested periods. 

7.2  Standard Data

After your Priority Data allocation is exhausted, your connection will be reduced to lower speeds unless you purchase additional Data top-ups in accordance with clause 7.3  

7.3  Data top-ups

If you need additional Priority Data before the end of your billing period, contact us and we will arrange a data top-up on your behalf. Additional charges apply.  

7.4  No data rollover

Unused Priority Data does not roll over to the next billing period. 

7.5  Usage notifications

We will endeavour to notify you when you are approaching your Priority Data limit. If you wish to receive notifications, you will need to set the usage notice thresholds and provide contact details for notifications within your customer portal. 

7.6  Network management

Starlink may apply reasonable network management practices to support a good service experience for all customers — for example, where the service is deployed as shared or community Wi-Fi. Starlink will not artificially throttle your service beyond what is reasonably necessary for network management purposes. Details of Starlink’s network management practices are available at Fair Use Policy – Starlink. 

8. Installation

8.1  Your responsibility 

Unless you have purchased professional installation from us as a service , you (or a contractor you appoint) are responsible for installing the Hardware.

8.2  Installation requirements 

When installing the Hardware, you must: 

1. ensure the Hardware has a clear, unobstructed field of view of the sky as described in the Starlink setup guide; 

2. secure the Hardware so that it will not be dislodged by weather or other external forces; 

3. comply with all applicable laws, building codes, zoning requirements, lease obligations, landlord approvals, and any other relevant authorisations; 

4. obtain any necessary permits or authorisations; and 

5. pay any associated installation fees, permit costs, or other charges. 

8.3  Roof mounts

Permanent roof mount installations carry risks including potential damage to property. Skymesh and Starlink will not reimburse installation costs or restore property to its prior condition. You acknowledge these risks when choosing a permanent roof mount.

8.4  Moving vehicles and vessels (if applicable)

If you are permitted to install Hardware on a moving vehicle or vessel under clause 4.5, the mounting must be on a structurally sound, horizontal surface and must comply with the Starlink setup guide for in-motion use.

9.  Support

9.1  Included support

All customers receive access to Skymesh’s business support team for billing, account, and service inquiries.

9.2  Optional support plans

We offer three optional support tiers — Basic, Pro, and Premium — with features and pricing set out on our website at https://www.skymesh.net.au/business/fixed-site/supportplans.

9.3  After-hours support

For customers on Basic and Pro  plans: calls received outside business hours will result in a ticket being raised, and our team will respond on the next business day.

 9.4  Starlink network SLA

Priority Plan customers may be entitled to the benefit of Starlink’s Priority Plan Service Level Agreement (SLA), which may include service credits for service unavailability.

9.5  Escalation to Starlink

Before we escalate a fault to Starlink’s network operations team, we will take reasonable steps to confirm the issue is attributable to the Starlink network rather than to equipment or software outside the Hardware.

10.  Acceptable Use

10.1  Starlink Acceptable Use Policy

You must use the Service in compliance with Starlink’s Acceptable Use Policy, available at starlink.com/legal, as updated from time to time. We will notify you of material changes to that policy.

10.2  Prohibited uses

You must not use the Service (or allow others to use it) for: 

1. any illegal activity or in breach of any applicable law; 

2. spam, phishing, or other unsolicited communications; 

3. infringing any third party’s intellectual property rights; 

4. activities that could harm, degrade, or interfere with the Starlink network or other users; or 

5. any other activity prohibited under the Starlink Acceptable Use Policy.

10.3  Your responsibility for users

You are responsible for ensuring that all persons who access the Service through your account — including your employees, contractors, and any third parties — comply with this clause 10. You are liable to us for any breach of this clause by those persons.

11.  Changes to Services and Prices

11.1  Changes by Starlink

Starlink, as the network operator, may change the network, service plans, or pricing applicable to our resale arrangement. Where Starlink requires us to pass changes through to customers, we will give you at least 30 days’ written notice.

11.2  Changes by Skymesh

We may also update these terms or make changes to our services from time to time. We will give you at least 30 days’ written notice of any material change. 

11.3  Your right to cancel on a material change 

If you are on a fixed-term contract and a change under clause 11.1 or 11.2 will materially and adversely affect you, you may cancel your service during the notice period without an early termination fee. If you do not cancel during the notice period, you are taken to have accepted the change. 

11.4  Continuing to use the Service 

If you are on a month-to-month plan and you continue to use the Service after the end of the notice period, you are taken to have accepted the change.

12.  Cancellation and Termination

12.1  Cancellation by you — month-to-month

You may cancel your service at any time by giving us 30 days’ written notice.

12.2  Our right to suspend or terminate

We may suspend or terminate your service (without limiting any other right we have) if: 

1. you fail to pay an amount due under these terms within a reasonable time after we give you written notice of non-payment; 

2. you breach these terms (including the Acceptable Use Policy) and — where the breach is capable of remedy — do not remedy it within 14 days of written notice from us; 

3. we are required to do so by law or a regulatory authority; or 

4. Starlink terminates or suspends our reseller arrangement for reasons outside our control, in which case we will give you as much notice as is reasonably possible and assist with transitioning your service.

12.3 Effect of termination 

On termination: 

1. your access to the Service ceases; 

2. all outstanding amounts become immediately due and payable; 

3. where applicable, any unused pre-paid data will be refunded in accordance with Starlink’s refund policy at the time (currently: if Starlink terminates the upstream arrangement for its convenience — 100% refund of unused pre-paid data blocks; if you terminate for convenience — 50% refund of unused pre-paid data blocks); and 

4. there is no refund on Hardware, as title passes to you on delivery.

13.  Liability and Warranties

13.1  Service provided ‘as available’

The Service is provided on an ‘as available’ basis. We do not guarantee that the Service will be uninterrupted, error-free, or meet any particular speed or performance level. We will use reasonable care and skill in providing the Service.

13.2  Hardware warranty

The Hardware comes with the manufacturer’s limited warranty set out in clause 4.2. Except as required by law (including the ACL — see clause 14), we provide no additional warranty in relation to the Hardware.

13.3  Things we are not responsible for

To the extent permitted by law, we are not liable for: 

1. service interruptions caused by the Starlink network, Starlink’s network changes, weather, or events outside our reasonable control (including force majeure events such as natural disasters, industrial action, or regulatory intervention); 

2. loss of or damage to data; 

3. loss of revenue, profit, or business; or 

4. indirect, consequential, or special loss of any kind, even if we were advised of the possibility of such loss. 

13.4  Liability cap

To the extent permitted by law, our total liability to you for any single claim or all claims in aggregate arising from or related to these terms, the Service, or the Hardware, is limited to the greater of: 

1. the total monthly service charges paid by you to us in the six months immediately preceding the event giving rise to the claim; or 

2. $500.

13.5  Consumer law rights preserved

Nothing in this clause 13 limits or excludes any rights you may have under the ACL or any other applicable law that cannot be excluded by contract.

14.  Australian Consumer Law

14.1  Business use acknowledgement

By agreeing to these terms, you confirm that you are acquiring the Service and Hardware wholly or predominantly for business purposes.

14.2  Consumer guarantee rights may still apply

The ACL provides consumer guarantees that cannot be excluded. To the extent you qualify as a ‘consumer’ under the ACL (for example, because the total value of your acquisition is at or below the threshold set by the ACL, currently $100,000), those guarantees apply to your purchase regardless of anything else in these terms. 

14.3  Our liability if consumer guarantees apply

Where the ACL applies and there is a failure to comply with a consumer guarantee: 

1. for services: our liability is limited to the cost of resupplying the services, or having them resupplied by a third party; and 

2. for Hardware: our liability is limited to replacing or repairing the Hardware, or the cost of having that done, 

unless to do so would be unreasonable in the circumstances, or the failure amounts to a major failure under the ACL (in which case you may be entitled to a refund or other remedy under the ACL).

14.4  Our goods and services come with guarantees

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

15.  Privacy 

15.1  Our privacy practices 

We collect and handle your personal information in accordance with our Privacy Policy, available at skymesh.net.au/support/legal-resources/skymesh-privacy-policy. By using the Service, you consent to the collection and use of your personal information as described in that policy. 

15.2  Starlink privacy 

Because the Service is delivered via the Starlink network, SpaceX may process certain information in connection with your service. Skymesh does not receive or process this information. Starlink’s privacy policy is available at starlink.com/legal. 

15.3  Data controller 

Skymesh is the data controller for your personal information as a customer. If you collect personal information from third parties in connection with your use of the Service (for example, information about your own customers or employees), you are responsible for ensuring that information is handled in accordance with applicable privacy laws.

16.  General 

16.1  Complaints 

If you have a complaint about the Service or our conduct, please contact us in the first instance: 

(a)  Phone: 1300 698 945 

(b)  Website: skymesh.net.au/contact 

Our Complaints Handling Policy is available at skymesh.net.au/support/legal-resources/complaints-handling-policy. If we are unable to resolve your complaint, you may refer it to the Telecommunications Industry Ombudsman (TIO) at tio.com.au. 

16.2  Governing law 

These terms are governed by the laws of Queensland, Australia. Each party submits to the non-exclusive jurisdiction of the courts of Queensland. 

16.3  Entire agreement 

These terms and your Order Form (and any applicable support plan terms) form the entire agreement between us regarding the Service and Hardware. They replace all prior representations, negotiations, or understandings on those matters. 

16.4  Assignment 

We may assign our rights and obligations under these terms to a related body corporate or to a successor entity resulting from a merger, acquisition, or sale of substantially all of our assets. You may not assign or transfer your rights or obligations without our prior written consent. 

16.5  Relationship of parties 

Nothing in these terms creates a partnership, joint venture, agency, or employment relationship between the parties. Skymesh is an independent reseller of Starlink services and is not an agent of Starlink or SpaceX. 

16.6  No waiver 

A failure or delay by either party in exercising any right under these terms does not constitute a waiver of that right. A waiver is only effective if it is in writing and signed by an authorised representative of the waiving party. 

16.7  Severability 

If any provision of these terms is invalid, illegal, or unenforceable, it will be read down or severed to the minimum extent necessary, and the remaining provisions will continue in full force. 

16.8  Notices 

Notices from you to us must be in writing and sent to: 

(a)  Email: [email protected]] 

(b)  Post: Skymesh Pty Ltd,  PO Box 255, Fortitude Valley QLD 4006 

We may give you notices by email to your nominated address, by post, or by a notification in the My Skymesh portal. Notices take effect when sent (for email) or 3 business days after posting (for post). 

16.9  Changes to these terms 

We may update these terms from time to time. We will notify you of material changes with at least 30 days’ notice. The current version of these terms is always available at skymesh.net.au.

17.  Authorised Reseller Customers (if applicable) 

17.1  When this clause applies 

This clause 17 applies only where we and you have agreed in writing that you are an Authorised Reseller Customer. It applies in addition to all other provisions of these terms. If there is any inconsistency between this section and another section, this section prevails to the extent of the inconsistency. 

17.2  Starlink approval is a precondition 

You may not resell, sub-licence, or otherwise make the Service available to any ARC End User until: 

1. we have designated you as an Authorised Reseller Customer in your Order Form; and 

2. Starlink has approved the arrangement in accordance with clause 1.2(b) of the Starlink Reseller Agreement (i.e., approval noted in the Order between Skymesh and Starlink). 

Any resale or on-supply of the Service without both of these conditions being met is a material breach of these terms and may result in immediate termination of your service. 

17.3  Your obligations to ARC End Users 

You must, in your agreements with each ARC End User, impose terms that are no less protective than the following provisions of these terms as they apply to you: 

3. clause 3.4 (service not for mission-critical or safety-of-life use) 

1. clause 4.3 (no modifications to Hardware); 

2. clause 4.4 (software licence — non-exclusive, non-transferable, revocable); 

3. clause 4.5 (in-motion use restrictions); 

4. clause 8 (installation requirements); 

5. clause 10 (acceptable use, including compliance with Starlink’s Acceptable Use Policy); 

6. clause 11 (changes to services and prices — ARC End Users must accept that changes can occur on 30 days’ notice); and 

You must also inform each ARC End User that the underlying network is operated by Starlink (SpaceX) and that Starlink’s Acceptable Use Policy applies to their use of the Service. 

17.4  You are responsible for your ARC End Users 

We are responsible to Starlink for your acts and omissions, and for those of your ARC End Users, as if they were our own. Accordingly: 

1. you are responsible to us for ensuring your ARC End Users comply with the obligations in clause 17.3 and all applicable laws; 

2. any act or omission by an ARC End User that would constitute a breach of these terms if done by you is treated as a breach by you; and 

3. you indemnify us against all losses, claims, damages, costs, and expenses (including reasonable legal costs) arising from any act or omission of an ARC End User in connection with the Service or Hardware. 

17.5  No further sub-reselling 

You must not permit an ARC End User to resell, sub-licence, or otherwise make the Service available to any further third party without our prior written consent and Starlink’s approval. Any purported sub-resale in breach of this clause is void and a material breach of these terms. 

17.6  Starlink IP — restriction on ARC End Users 

Starlink’s trademarks, logos, and other intellectual property (Starlink IP) may not be used by you or your ARC End Users in any marketing, promotional, or other materials. You must include an equivalent restriction in your agreements with ARC End Users. For the avoidance of doubt, you may describe the Service to your ARC End Users as being ‘powered by Starlink’ or similar, provided this does not suggest any direct relationship between the ARC End User and Starlink or SpaceX. 

17.7  No Starlink agency representation 

Neither you nor your ARC End Users are an agent, affiliate, or representative of Starlink or SpaceX. You must not represent yourselves as such to any person, and you must include an equivalent prohibition in your agreements with ARC End Users. 

17.8  You remain the customer of record 

Notwithstanding your arrangement with ARC End Users: 

1. you remain our customer and the party responsible for all payments to us; 

2. you are responsible for invoicing your ARC End Users — we invoice you, not your ARC End Users; and 

3. ARC End Users have no direct relationship with us or with Starlink and must contact you (not us) for all billing and service matters. 

17.9  ARC End User information 

We may from time to time request, and you must promptly provide, contact details and account information for your ARC End Users. This enables us to meet our obligations to Starlink (including transition obligations on termination) and to comply with applicable laws. You must obtain any consents required under applicable privacy law before providing us with this information. 

17.10  Transition and termination 

On termination of your service (for any reason): 

1. you must promptly notify each ARC End User and cooperate with us in good faith to minimise service disruption; 

2. you must provide us with ARC End User contact and account information as required; and 

3. to the extent permitted by law, you consent to us (or another Starlink-authorised provider) taking over the direct provision of services to ARC End Users if Starlink requests this as part of its transition process.

You acknowledge that entering into long-term fixed-price contracts with your ARC End Users creates pricing risk for you if we change our prices or terminate your service, and that we are not responsible for any resulting liabilities. 

Skymesh Pty Ltd (ABN 38 613 736 137) operates as SKM Telecommunications. Starlink is a trademark of Space Exploration Technologies Corp. Skymesh is an authorised Starlink reseller and is not affiliated with or endorsed by Starlink or SpaceX beyond that reseller relationship.