Nexstream Pty Ltd ABN 83 682 642 235
Phone: 1300 649 117
Current As Of: 1 November 2025
The team at Nexstream is committed to providing excellent service to you. The statement below explains our credit & refund policy.
Rules of interpretation and capitalised terms used in this Credit & Refund Policy are defined in the General Terms of our CRA, or our MSA (if an MSA has been provided to you).
What is a credit?
A credit is an amount of money added to your Nexstream account by a Customer Service Representative. They may be applied to your account to correct billing errors or to cover downtime where you were unable to use your services due to a fault.
Unlike a refund, a credit is not returned to your nominated bank account or credit card – it stays on your Nexstream account until it is used to balance charges on your next invoice.
For example, if your account has a credit of $70.00 and your next invoice totals $85.00, then your credit card would only be charged for $15.00.
What is a refund?
A refund is an amount of credit on your Nexstream account that is returned to your nominated bank account or credit card. A refund must only be processed if your Nexstream account has a credit on it – otherwise it will put your account in the negative.
For example, if your Nexstream account was in credit for $50.00, then a $50.00 refund to your credit card would bring your account balance back to $0.00.
Credits for service issues
Nextstream provides credits for its services in line with the service level agreement for the product type provided. If no service level agreement is specifically outlined (eg. a residential connection) for your product then credits are assessed on a case by case basis for faults with a disruption to services for at least two business days. Credits are usually assessed after the disruption is resolved.
We provide credits for the cost of the loss of our services only, not for the usage of third party alternatives during downtime on our services (such as dongle or mobile hot-spot usage).
Refunds for closed accounts
When a Nexstream service is cancelled, any amount paid in advance is credited back to your Nextstream account. This can then go towards charges on your following invoice(s). If you’ve closed your Nexstream account, the credit will go towards your final invoice.
If there is any remaining credit on your account after your final invoice has been paid, you may request it to be refunded. Typically the Customer Service Rep handling your account closure will advise if they’ll monitor your account to action any refunds after your final invoice. If this wasn’t arranged, please call us on 1300 649 117 for assistance or email us at [email protected]