Terms and conditions
HOSTING TERMS AND CONDITIONS OF SERVICE
Effective date: 13 January 2026
Version: 1.0
1. About these terms
1.1 These terms apply to all hosting, domain and related services (the “Services”) supplied by ID Network (ABN 32 708 393 493) (“ID Network”, “we”, “us”, “our”), to the customer named in the order, quote or invoice (“you”, “Customer”).
1.2 By ordering, paying for or using the Services, you agree to these terms. If you are agreeing on behalf of a business, you confirm you are authorised to do so.
1.3 These terms, your order or quote, and any plan description published on idnetwork.com.au form the entire agreement. If there is a conflict, the order or quote prevails over these terms, and these terms prevail over the website.
2. The Services
2.1 ID Network provides managed website and application hosting on Amazon Web Services (“AWS”) infrastructure.
2.2 Plans are described on our website (currently Small, Medium and Large), and custom plans are available on request. Plan specifications (CPU, memory, storage, databases) are as stated in your order or on the website at the time you subscribe.
2.3 Unless your order says otherwise, plans do not include email hosting.
2.4 We may change the underlying infrastructure, software or configuration used to deliver the Services, provided the Services continue to meet the specifications of your plan.
3. Data centre location
3.1 Hosting is provided from the AWS Sydney region (Australia) by default.
3.2 If you specifically request a different region, we will tell you whether we can accommodate it, and any additional costs, before agreeing. A different region is only provided if confirmed by us in writing.
3.3 You acknowledge that data hosted in a region you have requested is subject to the laws of that region.
4. Fees and payment
4.1 Plans are billed annually in advance, at the monthly rate shown on our website, multiplied by 12, unless your order states otherwise. All fees are in Australian dollars and inclusive of GST.
4.2 Invoices are payable within 14 days of the invoice date, by the methods stated on the invoice.
4.3 Fees for work outside your plan (see clause 9) are charged in addition.
4.4 We may increase plan fees on renewal by giving you at least 30 days’ written notice before the renewal date.
4.5 Late payment: if an amount is unpaid after its due date, we may charge interest at 2% per annum and recover reasonable costs of collection.
5. Account in good standing
5.1 The Services, the availability commitment in clause 7 and all support, backups and restoration are provided only to customers whose accounts are paid in full and up to date (“Good Standing”).
5.2 If any amount is overdue, your account is not in Good Standing. While it is not in Good Standing:
(a) the 99.95% availability commitment does not apply and no service credit or remedy is available for any downtime;
(b) we may suspend or restrict the Services, including access, after giving 7 days’ written notice, and we are not liable for any loss arising from suspension; and
(c) backups and restoration requests may be paused.
5.3 Services will be reinstated once all overdue amounts are paid. We may charge a reasonable reinstatement fee.
6. Backups, SSL and inclusions
6.1 Each hosting plan includes:
(a) backups on a 7 day rolling basis, meaning backups are retained for the previous 7 days and older backups are overwritten; and
(b) one SSL certificate per hosting plan, issued and renewed by us for the primary domain on that plan.
6.2 Backups are provided for disaster recovery of the hosting environment. You remain responsible for keeping your own copies of your content and data. We do not guarantee that a backup will contain data created or changed outside the backup window, or data that you deleted more than 7 days ago.
6.3 Restoring from backup is chargeable at our then-current rates in accordance with clause 9.
6.4 Additional SSL certificates, wildcard certificates or extended retention backups are not included and are quoted separately.
7. Availability commitment
7.1 Subject to clause 5, we will use commercially reasonable efforts to make the hosting environment available 99.95% of the time in each calendar month (the “Availability Commitment”). This is approximately 21 minutes of permitted downtime in a 30 day month.
7.2 Availability is measured by us at the server or network level for your hosted environment. Downtime is the total time in the month in which the environment is unavailable, as recorded by our monitoring.
7.3 The following are not counted as downtime:
(a) scheduled maintenance, where we have given you at least [48 hours’] notice, or emergency maintenance needed to address a critical security risk;
(b) any period when your account is not in Good Standing;
(c) outages caused by you, your users, your code, plugins, themes, third party software or content, or by changes made by you or your other suppliers;
(d) attacks or traffic spikes beyond the capacity of your plan, including denial of service attacks;
(e) failures of the internet, DNS providers, third party services or networks outside our reasonable control; and
(f) events described in clause 17 (Force majeure).
7.4 Remedy: if we fail to meet the Availability Commitment in a month and you notify us within 7 days, we will credit 20% of the monthly fee for that month. This is your sole and exclusive remedy for downtime, to the extent permitted by law.
8. Access to the hosting environment
8.1 Access to the hosting environment is available through SSH only. There is no control panel, FTP or other form of access unless we agree otherwise in writing.
8.2 SSH access is not enabled by default and must be requested by an authorised representative of the Customer. We may verify the identity and authority of the requester before granting access.
8.3 You must:
(a) provide us with the public SSH keys or details we reasonably need;
(b) keep your credentials and keys secure, and tell us immediately if you suspect they have been compromised; and
(c) accept responsibility for all actions taken using your credentials.
8.4 We may restrict, suspend or revoke SSH access at any time where we reasonably believe it is needed to protect the security, stability or integrity of our infrastructure or other customers.
8.5 Changes made by you through SSH are made at your own risk. If changes you make cause a fault, rectification by us is chargeable under clause 9.
9. Maintenance, updates and managed platforms
9.1 We manage the hosting environment, including routine server maintenance and infrastructure level security patching, as part of your plan (“General Hosting”).
9.2 Maintenance, critical updates and management of platforms and applications hosted on your plan (for example, content management systems, frameworks, plugins and themes) may be performed through ID Digital Agency. Unless your order states otherwise, these are not part of General Hosting.
9.3 Where a requirement falls outside General Hosting, we will tell you before proceeding, wherever practicable, and the work is charged at our then-current rates or as quoted. Examples include:
(a) platform, plugin, theme or dependency updates, and fixing issues caused by updates;
(b) critical security updates to hosted applications;
(c) migrations, restores beyond the included allowance, and environment rebuilds;
(d) custom server configuration, non-standard software, extra environments or regions; and
(e) resolving faults caused by your code, content or third party software, or by malware introduced through them.
9.4 Where an emergency action is reasonably necessary to protect the environment (for example, a critical vulnerability), we may act first and charge for the work afterwards, and will notify you as soon as practicable.
9.5 We are not responsible for the compatibility, quality or security of software that we did not supply, except to the extent we agree to manage it under a separate written agreement.
10. Support
10.1 Telephone and email support is available during business hours, e.g. 8:30am to 5pm AEST/AEDT, Monday to Friday, excluding public holidays on 03 9500 9998 and sales@idnetwork.com.au.
10.2 Support is provided to your nominated contacts only.
11. Your responsibilities and acceptable use
11.1 You must ensure that your content and use of the Services:
(a) is lawful and does not infringe anyone’s intellectual property or privacy rights;
(b) does not include malware, phishing, spam or other harmful or deceptive material;
(c) does not exceed your plan resources in a way that degrades the service for others; and
(d) complies with the AWS Acceptable Use Policy and any other terms AWS imposes on us in respect of your use.
11.2 You must keep your contact details up to date and ensure a responsible person can be reached for urgent issues.
11.3 We may remove content, throttle or suspend the Services immediately if we reasonably believe you have breached this clause, or if required by law, AWS, or a regulator.
12. Intellectual property and your data
12.1 You retain ownership of your content, data and applications. You grant us the rights we need to host, copy, back up and deliver them as part of the Services.
12.2 We retain ownership of our systems, configurations, tooling and documentation.
12.3 On termination and subject to payment of all amounts owing, we will make your data available for export on request for 14 days. After this, we may permanently delete it, including backups, and we are not obliged to retain it.
13. Security and privacy
13.1 We take reasonable steps to protect the hosting environment, relying on AWS’s security measures and our own controls. No system is completely secure and we do not guarantee that unauthorised access, loss or corruption will never occur.
13.2 Our handling of personal information is set out in our Privacy Policy.
13.3 To the extent your hosted systems collect or store personal information of your own customers, you are responsible for complying with applicable privacy law, including having your own privacy policy and notifying affected individuals where required.
13.4 If we become aware of a data breach affecting your hosted data, we will notify you without undue delay so that you can meet your own obligations.
14. Term and termination
14.1 The Services begin on the start date in your order and continue for the initial term (usually 12 months), then renew automatically for successive 12 month terms unless either party gives at least 30 days’ written notice before the end of the current term.
14.2 Either party may terminate immediately by written notice if the other:
(a) commits a material breach that is not remedied within 14 days of notice (or cannot be remedied); or
(b) becomes insolvent.
14.3 We may also terminate or suspend under clauses 5 and 11.
14.4 Fees for the Services are not refundable on early termination by you, except where we terminate for convenience or where required by law.
14.5 Clauses that by their nature should survive termination (including fees owing, limitation of liability, indemnity and governing law) do survive.
15. Limitation of liability
15.1 Nothing in these terms excludes, restricts or modifies any right or remedy, or any guarantee, condition or warranty, that cannot lawfully be excluded, including under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)).
15.2 Where the Australian Consumer Law applies and permits, our liability for breach of a non-excludable guarantee is limited, at our option, to resupplying the Services or paying the cost of having them resupplied.
15.3 Subject to clauses 15.1 and 15.2, to the maximum extent permitted by law:
(a) we are not liable for any indirect or consequential loss, loss of profit, revenue, goodwill, data or business opportunity, whether in contract, tort (including negligence) or otherwise; and
(b) our total aggregate liability arising out of or in connection with the Services in any 12 month period is limited to the fees you paid for the Services in that period.
15.4 We are not liable for any failure or delay caused by AWS, domain registries, DNS providers or other third parties, except to the extent we are at fault.
16. Indemnity
16.1 You indemnify us against any loss, claim or cost (including reasonable legal costs) arising from your breach of these terms, your content, or your use of the Services in breach of law or third party rights, except to the extent caused by our negligence or breach.
17. Force majeure
17.1 Neither party is liable for failure to perform obligations (other than payment) where caused by events beyond its reasonable control, including natural disasters, power or network failures, war, terrorism, government action, pandemic, widespread cloud provider outages and cyber attacks that could not reasonably have been prevented.
18. Changes to these terms
18.1 We may update these terms from time to time. For existing customers, material changes take effect on your next renewal, or 30 days after we notify you, whichever is later. Continued use of the Services after that date means you accept the updated terms.
19. General
19.1 Notices. Notices must be in writing and sent to the contact details on your order (for you) or to sales@idnetwork.com.au (for us).
19.2 Assignment. You may not assign your rights without our written consent. We may assign our rights to a related entity or a successor to our business.
19.3 Entire agreement and severability. If any provision is unenforceable, the rest continues in effect.
19.4 Governing law. These terms are governed by the laws of Victoria, Australia, and each party submits to the non-exclusive jurisdiction of the courts of Victoria.
19.5 Contact. ID Network, phone 03 9500 9998