Credits and Refunds Explained

If you believe you've found an error on your bill, please call us on 1300 786 068 to discuss the matter as per our Complaint Handling Policy.


What is a credit?

A credit is an amount of money added to your Westnet 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 Westnet account until it is used to balance charges on your next invoice.

For example, if your account has a credit of $50.00 and your next invoice totals $85.00, then your invoice would only require a payment for $35.00.


What is a refund?

A refund is an amount of credit on your Westnet account that is returned to your nominated bank account or credit card. A refund must only be processed if your Westnet account has a credit on it – otherwise it will put your Westnet account in the negative.

For example, if your Westnet account was in credit for $30.00, then a $30.00 refund to your credit card would bring your Westnet account balance back to $0.00.

Please note that as per the Pricing Schedule in our Customer Relationship Agreement, if a refund is required via a means other than credit card (such as a bank account or cheque) then a handling fee of $10 may be charged.


Refunds for closed accounts

When an Westnet service is cancelled, any amount paid in advance is credited back to your Westnet account. This can then go towards charges on your following invoice(s). If you've closed your Westnet 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, it can be refunded to your credit card or bank account..