Terms of Service:
Last updated: 14 September 2024
These Terms of Service (Terms) govern the provision of social media account recovery and related services by SafetyNet Cyber Security Solutions Pty Ltd (ABN: 35 668 801 198) (SafetyNet, we, us, our) to you (you, your).
By accessing our website, making a booking, or paying for our services, you agree to be bound by these Terms, our Privacy Policy, and any additional service-specific terms referenced in your booking or invoice.
Nothing in these Terms is intended to exclude or limit any rights you may have under the Australian Consumer Law (ACL) that cannot be excluded.
1. Our services
1.1 We provide professional services to assist customers with social media account issues, including (but not limited to) Facebook and Instagram account recovery.
1.2 Our services fall into two main categories:
(A) Disabled account recovery services – for accounts that have been disabled, suspended or restricted by Meta for policy or security reasons.
B) Money Back Guaranteed hacked account recovery services – for eligible accounts that have been compromised or hacked, where the customer has lost access due to unauthorised control by a third party.
1.3 Each category has a different risk profile, pricing structure and refund / guarantee position, which are set out clearly in these Terms.
1.4 We provide our services remotely, using phone calls, video calls, screen-sharing, email, and other online tools. We do not log in to your account without your express permission and we will never ask for your banking PIN, full credit card number, or other sensitive data that is not required for the service.
2. Service descriptions
2.1 Disabled account recovery services
2.1.1 Our disabled account recovery services are designed to assist customers whose Instagram or Facebook account has been disabled, suspended, restricted, or otherwise made inaccessible by Meta for policy or security reasons.
2.1.2 This service is ordinarily sold as a technician engagement including up to 60 minutes of total technician time, which may be delivered as:one or more live calls or sessions, and behind-the-scenes work such as case review, drafting appeals, and analysing Meta responses.
2.1.3 This service is not sold as a guaranteed single 60-minute continuous call. Many customers either:recover their account following the initial call and actions taken, or reach a clear resolution on their options, within less than 60 minutes.
2.1.4 For disabled account matters, Meta alone decides whether an account will be reinstated. We do not offer a money back guarantee for disabled account services and cannot guarantee that your account will be reinstated.
2.1.5 When you purchase this service, you are paying for:our expertise and experience across thousands of similar cases the time and capacity we reserve for you in our schedule the work we perform, whether during live calls or in preparation and follow-up.
2.2 Money Back Guaranteed hacked account recovery services
2.2.1 Our Money Back Guaranteed hacked account recovery services apply to eligible hacked / compromised accounts, where a third party has taken unauthorised control of your social media account, changed credentials, or otherwise locked you out.
2.2.2 This service is typically priced at $495 + GST (total $544.50) per account (unless otherwise stated in writing), and provides you with access to our technicians over one or more sessions, together with behind-the-scenes work, until one of the following occurs:your account is recovered and access is restored, orwe determine, in our professional opinion, that the account is not recoverable in light of Meta’s systems, responses, and the information provided.
2.2.3 While we cannot control Meta’s decisions, we offer a money back guarantee on this hacked account service subject to these conditions:
You must provide accurate and complete information about your account and the circumstances of the hack.
You must follow our reasonable instructions and cooperate with our process (including providing required ID, screenshots, or device information where necessary).
You must attend scheduled calls or give sufficient notice to reschedule, as set out in these Terms.
You must not separately engage in actions which materially undermine or disrupt our recovery efforts (for example repeatedly lodging contradictory appeals without telling us).
2.2.4 If, after you follow our instructions and allow us to complete our recovery process, we cannot recover your hacked account, you may be entitled to a refund of our fee in accordance with these Terms.
2.2.5 For the avoidance of doubt, the money back guarantee applies only to eligible hacked account recovery services, and does not apply to disabled account recovery matters.
3. Booking, payments and pricing
3.1 Pricing for our services (including any GST payable) is set out on our website, booking pages, invoices, or written quotes. We may update our pricing at any time, but changes will not affect services already paid for.
3.2 Bookings are not confirmed until:payment has been successfully processed; andyou receive a booking confirmation email or message with the appointment details.
3.3 By making a booking and paying, you:confirm that you are at least 18 years of age, or have authority to act on behalf of the account holder;warrant that the information you provide is true and correct; andagree to be bound by these Terms.
3.4 All prices are stated in Australian dollars (AUD) and are exclusive of GST, unless explicitly stated otherwise.
4. Attendance, cancellations and rescheduling
The following rules apply to all services, unless otherwise specified.
4.1 Attendance
4.1.1 You are responsible for attending your scheduled appointment at the correct time and time zone, using the meeting link or phone number provided.
4.1.2 If you miss your start time and do not respond within 15 minutes after:two call attempts,a voicemail (where possible), and an SMS,your booking may be treated as a no-show.
4.1.3 If your booking is treated as a no-show:your session is forfeited, anda cancellation fee applies as set out below.
4.2 Notice requirements
4.2.1 We require at least 24 hours’ notice to cancel or reschedule a booking.
4.2.2 If you provide at least 24 hours’ notice, we will use reasonable efforts to reschedule your appointment to another available time.
4.2.3 Notice must be given using the booking tools or contact details provided in your confirmation email or on our website.
4.3 Cancellation fees and forfeiture – disabled account services
4.3.1 For disabled account recovery services (technician engagement with up to 60 minutes of total technician time, typically priced at $289 + GST (total $317.90)):
-If you cancel with less than 24 hours’ notice, or
-If you do not attend and your booking is treated as a no-show, or
-If you choose to end the engagement after our technician has commenced work on your case (including initial call or preparation),
then you agree that a cancellation fee equal to $289 + GST (total $317.90) is payable and any amount you have paid up to that level is non-refundable, except where required by the ACL.
4.3.2 This cancellation fee reflects the technician time reserved for you, associated preparation, and the opportunity cost of not being able to allocate that time to another client.
4.4 Cancellation fees and forfeiture – hacked account services
4.4.1 For Money Back Guaranteed hacked account recovery services (typically priced at $495 + GST (total $544.50)):
-If you cancel with less than 24 hours’ notice, or
-If you do not attend and your booking is treated as a no-show, or
-If you choose to terminate the engagement before we have completed our recovery process,
then you agree that a cancellation fee equal to $495 + GST (total $544.50) is payable and amounts paid are non-refundable, and the money back guarantee does not apply, as this is treated as a change of mind or client-initiated termination.
4.4.2 Repeated no-shows or failure to engage with us when we attempt to contact you may result in the engagement being treated as cancelled by you and the money back guarantee being withdrawn.
5. Refunds, the ACL and our money back guarantee
5.1 Australian Consumer Law (ACL)
5.1.1 Our services come with guarantees that cannot be excluded under the ACL. You may be entitled to a remedy (such as a re-supply of the service or a refund) if we fail to provide services:
-with due care and skill,
-that are fit for the purpose we describe, or
-within a reasonable time (where no time is set).
5.1.2 However, under ACCC guidance:
-businesses are not required to provide refunds for change of mind or client-initiated cancellations where services have been properly provided; and
-businesses may charge reasonable cancellation fees that reflect a genuine pre-estimate of their loss.
5.1.3 Nothing in these Terms is intended to exclude, restrict or modify any rights or remedies you may have under the ACL that cannot be excluded.
5.2 Refunds – disabled account recovery services
5.2.1 For disabled account services, we do not offer a money back guarantee and we cannot guarantee that your account will be reinstated, because that decision rests solely with Meta.
5.2.2 Subject to your rights under the ACL, we will not provide a refund where:you change your mind after booking;you decide to pursue recovery directly with Meta instead;we have already commenced work on your case (including the first call or preparatory work); oryour account is not reinstated despite us exercising due care and skill.
5.3 Refunds – Money Back Guaranteed hacked account services
5.3.1 For eligible hacked account matters, we offer a money back guarantee, subject to your compliance with these Terms and any additional criteria communicated to you in writing.
5.3.2 In summary:
If, after you follow our instructions and allow us to complete our process, we cannot recover your hacked account, we will assess and process a refund of our service fee in line with our guarantee.If you cancel, fail to attend, or terminate the engagement early, the money back guarantee will not apply and a cancellation fee as described in clause 4.4 will apply.
5.3.3 The money back guarantee does not limit any rights you may have under the ACL.
6. Your responsibilities
6.1 You are responsible for:providing accurate, complete and non-misleading information about your account and circumstances;
-ensuring that the devices you use are secure and free from obvious malware or credential-stealing software;
-following our reasonable instructions and steps for account recovery; and
-ensuring you have a stable internet and phone connection for booked sessions.
6.2 You must not use our services for any illegal purpose, including attempting to gain unauthorised access to accounts that do not belong to you.
6.3 Where you are acting on behalf of another person (for example a child or family member), you warrant that you have their authority to do so or that you are their lawful guardian.
7. Zero-tolerance policy and workplace safety7.1 We have a zero-tolerance policy for abusive language, threats, harassment, or aggressive behaviour towards our staff.
7.2 If, in our reasonable opinion, you engage in such behaviour via phone, email, SMS, chat, or any other channel:
-we may immediately terminate your case, and
-you will not be entitled to a refund, except where required by the ACL.
7.3 We have duties under Work Health and Safety laws to provide a safe workplace, including managing psychosocial risks such as aggression and harassment. This policy operates alongside your rights under the ACL.
8. Limitation of liability
8.1 To the maximum extent permitted by law, and subject always to the ACL:
-we are not liable for any loss, damage or expense arising out of Meta’s decisions, systems or policies, including permanent account bans or policy-based refusals;we do not guarantee any specific time frame for Meta’s response to appeals or reports; and
-we are not liable for indirect, incidental, special or consequential losses such as lost business revenue, loss of opportunities, or reputational damage.
8.2 Where liability under the ACL cannot be excluded but can be limited, our liability is limited, at our option, to:
-re-supplying the services; or
-paying the cost of having the services re-supplied.
9. Privacy and confidentiality
9.1 We handle your personal information in accordance with our Privacy Policy, which is available at the top of this page
9.2 We will take reasonable steps to keep your information confidential and secure; however, you acknowledge that electronic communications and online platforms may carry inherent security risks.
9.3 You consent to us:recording relevant notes and details about your case in our systems; andcommunicating with Meta or other platforms on your behalf where you authorise us to do so.
10. Intellectual property
10.1 All content on our website and in our written guides, templates and scripts remains our intellectual property (or that of our licensors).
10.2 You are granted a limited, non-exclusive licence to use any written guides we provide for your own personal use. You must not copy, resell, distribute or publish our materials for commercial purposes without our prior written consent.
11. Ongoing communication
11.1 For general enquiries and ongoing communication about your case, please contact:
Nick Guy
Phone support: 0434 791 357
Email support: nick@safetynetcyber.com.au
11.2 Technicians’ phones are used for outgoing calls only and are not monitored for inbound queries or voicemail outside the processes described in these Terms.
12. Changes to these Terms
12.1 We may update these Terms from time to time. The updated Terms will apply from the date they are published on our website.
12.2 For existing bookings, we will not materially change the cancellation or refund terms after you have paid, unless required by law, and any such changes will only apply to future bookings.
13. Governing law
13.1 These Terms are governed by the laws of Queensland, Australia, and the parties submit to the non-exclusive jurisdiction of the courts of Queensland and the Commonwealth of Australia.By using our website, making a booking or paying for our services, you acknowledge that you have read, understood and agree to these Terms of Service.