30 Day Happiness Guarantee
What is the 30 Day Happiness Guarantee?
To provide consumers with confidence in our NBN network and customer service, MyRepublic is launching a "30 Day Happiness Guarantee".
The Happiness Guarantee is available to all new MyRepublic customers (i.e. people connecting to MyRepublic for the first time) who are on NBN 100 services or above. Eligible customers can leave MyRepublic without having to pay any service fees (terms apply), so long as they notify MyRepublic of their dissatisfaction within 30 days of service activation (i.e. not 30 days from when the service is first used). This guarantee covers dissatisfaction with their nbn service, or any customer service related issue. Each address can only raise one claim.
What costs are refunded as part of this guarantee?
- A full refund of the NBN plan fee
- A full refund of home phone bundle plan fee
- Hardware costs
The cost is refunded to the credit/debit/Paypal account we have on file. Refunds cannot be substituted or refunded to another payment method or for cash,
What costs are not refunded as part of this guarantee?
- Any home phone call usage
- Modem delivery costs (if the customer purchased a modem from MyRepublic upfront or via contract)
- NBN New development charges
- NBN subsequent installation charges
- Home Phone porting charge
Who is not eligible for this offer?
- Customers who select to cancel/transfer away prior to letting MyRepublic attempt to resolve their issue
- MyRepublic customers who are relocating/moving address
- NBN 50 and NBN 25 services are not eligible for this guarantee
What is the process to claim for the 30 Day Happiness Guarantee?
Step 1: Submit the 30 Day Satisfaction Guarantee claim form online.
Step 2: If you have purchased a hardware (modem) from MyRepublic and want a refund, the modem must be returned in “As New” condition within 10 business days.
Step 3: Once the service has been terminated from MyRepublic, we will credit your account to offset any charges that are applicable. For a returned modem, the modem charges will be refunded once the modem has been received by MyRepublic.
Step 4: Return your modem within 10 business days of your claim for a full refund on the purchase price or monthly repayment fees (excluding delivery charges)
Are there exemptions for this guarantee?
- Any claims outside of the 30 day Happiness Guarantee period will not be processed or accepted.
- If you have already moved or disconnected your service before contacting us
- Existing MyRepublic customers relocating to a new address
- Customers who are not on NBN 100 or above
- Fraudulent claims
We’re confident in our service and we want you to be as well.
We strive to provide our customers with a reliable nbn™ network and great customer service, that’s why we’re backing it up with our 30 Day Happiness Guarantee. If you’re not happy with any element of your service with us, you can contact us within 30 days of your service activation.This is from the date you received an email and SMS to confirm service activation (this is not 1 month from after you plug in and connected your modem). If we’re unable to provide you with a satisfactory solution, you can leave or cancel your service and we’ll refund you your monthly plan fee and any hardware costs.
Available to new and returning customers who signed up for an nbn™ service from the 3rd August 2021. Claim requests received after 30 days from your service activation will not be processed under any circumstances. T&C’s apply. Read the full T&C’s attached.
**Full 30 Day Happiness Guarantee Terms & Conditions attached for reference.
Let us know you’re not happy
Submit your claim online and let us know why you’re not happy with your service.
Give us a chance to make it better
We’ll contact you within 1 business day to resolve your issue. If you’re still dissatisfied, you can leave us. We’ll then refund your monthly plan fee and any hardware costs.
Return your modem hardware
Return your modem within 10 business days of your claim for a full refund on the purchase price or monthly repayment fees (excluding delivery charges)
We’ll place a refund
Once your service has been cancelled and your modem hardware (if applicable) has been returned, we’ll refund you.