Terms & Conditions

Communications

ICAP uses personally identifiable information for essential communications, such as Emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at support@icap.net.  

You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.  

Third Parties

ICAP may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service. These third parties are prohibited from using your personally identifiable information for any other purpose.  

ICAP does not share any information with third parties for any unknown or unrelated uses.  

Legal

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.  

Credit Related Information  

ICAP collects and uses personal information to verify your identity and access your credit situation when you apply for some products. For example, we generally do a credit assessment before you take a product with a monthly billing account.  

Applicant must be over 18.    

ICAP Credit Card Payment Security

Security is serious. We are committed to protecting your personal information.  

ICAP uses the eWAY Payment Gateway for its online credit card transactions. All online credit card transactions performed on this site using the eWAY gateway are secured payments.

• Payments are fully automated with an immediate response.
• All monies are directly transferred from your credit card to the merchant account held by ICAP.
• Your complete credit card number cannot be viewed by us or any outside party.
• All transactions are performed under 128 Bit SSL Certificate.
• All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.
• ICAP does not store your credit card information, unless authorised by you.
• eWAY is an authorised third party processor for all the major Australian banks.

For more information about eWAY and online credit card payments, please visit www.eWAY.com.au  

Orders

If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information such as name, Email, and postal address and financial information such as credit card details.

We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.  

Delivery Policy  

Physical Delivery

After payment is made online, you will receive an email confirmation from ICAP containing your order details (if you have provided your email address). We will normally confirm receipt of your order within a few minutes of ordering. We will attempt to send your goods/ services as specified, within working days as per stated; however, if goods are unavailable delivery will take a little longer.  

If you wish to query a delivery, please contact us at support@icap.net.  

Digital Delivery

After payment is made online, you will receive an email confirmation from ICAP containing your order details (if you have provided your email address). We will normally confirm receipt of your order within a few minutes of ordering. We will attempt to send your software/license/access code via Email provided within working days as per stated.  

If you wish to query a delivery, please contact us at support@icap.net.  

Retention of Title

ICAP retains the legal and equitable title to goods and services until full payment is received from the buyer.    

Refund & Returns Policy  

Please refer to your order for more details.

Please register product online for manufacture warranty and firmware update.        

Copyright, trademarks, patents and intellectual property rights

The buyer/ user acknowledges any and all of the trademarks, trade names, patents, copyrights and other intellectual property rights embodied in or in connection with the products and information, documentations, parts or software relating to properties of the rightful register.    

Links

Links on the ICAP site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of icap.net.  

ICAP reserve the right to make changes to the website without further notice.  

Complaint Handling Process  

ICAP aims to provide our customers with the best possible service. If you haven't received the service you expected, you have the right to make a complaint.

A complaint means an expression of dissatisfaction made to us in relation to our products or the complaints handling process itself, where you expect a resolution. Contacting us to request technical support or to report a service issue is not necessarily a complaint. Where it’s not clear to us, we’ll ask you to confirm that you wish to make a complaint.

In dealing with your complaint, ICAP will treat you with fairness and courtesy. We believe that this Complaint Handling Process is the most effective and quickest way to resolve issues and will use our best efforts to resolve your complaint efficiently in accordance with this process.  

In the first instance, you should contact us using one for the follow methods:

• Call 03 9809 8000 (during operating hours)

• Use online contact page and fill in the form.

• Email to customer_service@icap.net any time. We will endeavor to get back to you within 24 hours.

• Postal to ICAP P O Box 41 Ashburton Victoria 3147 Australia. Please allow 14 days to respond.  

Our customer relations manager will conduct an investigation and keep you posted throughout the process.  

ICAP treats all complaint seriously. However, if you are not satisfied with our handling of your complaint and you have escalated this within ICAP, you may seek complaint mediation or further assistance from the Telecommunications Industry Ombudsman (telephone 1800 062 058) or the fair trading department in your state or territory.