PROEMAILS / LEGAL

Terms and Conditions

The terms of your ProEmails service.

Last updated: 12 October 2026

These Terms and Conditions (Terms) govern the provision and use of services supplied by Pro Image Emails Pty Ltd (ABN 36 688 958 965), trading as ProEmails (ProEmails, we, us, our).

By purchasing or using a ProEmails service, you agree to these Terms, together with our applicable policies.

Please read these Terms carefully before purchasing or using our services.

Our related policies are available at:

Acceptable Use Policy: https://my.proemails.com.au/acceptable-use-policy

1. The ProEmails Service

ProEmails provides subscription-based personalised and professional email hosting services.

Our services allow customers to select and use an available email address at a domain name owned or controlled by ProEmails.

A subscription grants the customer a limited, non-exclusive, non-transferable contractual right to use the allocated email address while the relevant service remains active, subject to these Terms.

Purchasing a subscription does not transfer ownership of the underlying domain name or its registration rights to the customer.

The underlying domain name remains owned or controlled by ProEmails or the relevant domain holder.

Customers do not acquire permanent ownership of an allocated email address merely by purchasing or renewing a subscription.

The right to use an allocated address is subject to the customer's ongoing subscription, compliance with these Terms and applicable law.

2. Plans, Pricing and Storage

ProEmails offers subscription plans with different features, storage allocations and billing arrangements.

Current plans, pricing, storage allowances, billing frequencies and any applicable promotional offers or multi-address savings are published on our Pricing page.

The applicable price, billing frequency, GST treatment and service inclusions will be displayed during checkout or otherwise communicated before purchase.

The amount accepted at checkout, together with any applicable written promotional or individual arrangement, determines the price for that transaction.

Existing customers may have pricing arrangements that differ from current publicly advertised plans.

ProEmails may change advertised prices for future purchases and renewals, subject to these Terms, any applicable contractual commitments and Australian law.

Where a proposed price change affects an existing recurring subscription, we will provide any notice required by law or the applicable agreement.

3. Customer Accounts and Contact Information

Customers are responsible for providing accurate account information and maintaining current contact details.

Your Customer Portal account is used to manage your ProEmails services, subscriptions and related account information.

You must maintain a valid Account Contact Email that is separate from the personalised ProEmails address supplied under your subscription.

We may use your Account Contact Email for important communications relating to:

Billing and payments.
Subscription renewals.
Account security and recovery.
Service notifications.
Technical support.
Migration requests.
Cancellation and account administration.

Your Customer Portal password and individual mailbox password are separate credentials.

You are responsible for taking reasonable steps to protect your credentials and prevent unauthorised access.

4. Billing and Renewals

Subscription charges are payable according to the billing frequency selected at checkout.

Where automatic renewal is offered and authorised, the applicable recurring charge may be processed using your approved payment method unless you cancel before renewal or another arrangement applies.

The applicable renewal amount and billing arrangements will be made available through the Customer Portal or relevant service information.

If payment cannot be processed, ProEmails may notify you and provide an opportunity to resolve the outstanding amount.

Continued non-payment may result in service restrictions, suspension or termination in accordance with these Terms and applicable law.

ProEmails will not impose additional charges or materially change an existing paid subscription contrary to applicable law or agreed contractual commitments.

5. Cancellation

Customers may request cancellation of an individual ProEmails email service through the available cancellation process.

Unless otherwise required by law or agreed by ProEmails, cancellation prevents the next renewal and the service remains available until the end of the billing period already paid for.

Cancelling one email service does not automatically cancel other active services associated with your Customer Portal account.

Closing a Customer Portal account is separate from cancelling an individual email subscription.

An account closure request will not automatically terminate unrelated active paid services without appropriate notice or authorisation.

Any applicable refund rights remain subject to Australian Consumer Law and these Terms.

6. Cancelled Email Addresses

When a personalised email subscription expires or is cancelled, the customer's contractual right to use the allocated email address may end.

A cancelled email address will not immediately be made available to another customer.

ProEmails maintains a protected retention process for previously allocated addresses.

Following the applicable retention process, an address may become eligible for reassignment, subject to operational, security, privacy and legal considerations.

ProEmails may determine that certain addresses should not be reassigned where doing so could create an unreasonable risk of impersonation, privacy breaches, fraud or other harm.

Customers should not assume that an email address will remain reserved indefinitely after cancellation or expiry.

Reassignment of an email address does not transfer ownership of, or access to, the previous customer's stored mailbox contents.

Customers should update any third-party accounts, services and contacts that rely on their ProEmails address before their subscription ends.

7. End of Service and Mailbox Data

Before your service ends, you are responsible for retaining or exporting email messages, contacts and other information you wish to keep.

Where supported, customers may use standard email applications or available export methods to retain their mailbox information.

Following cancellation or termination, access to mailbox data may be restricted or discontinued in accordance with the applicable service arrangements.

ProEmails may retain certain account records, technical information or mailbox data for operational, security, legal or recovery purposes.

Retention and deletion practices are described further in our Privacy Policy.

No indefinite mailbox storage, recovery or backup availability is guaranteed.

Customers should maintain independent copies of important information.

Nothing in this section limits statutory rights or remedies that cannot lawfully be excluded.

8. Acceptable Use

Customers must use ProEmails services lawfully and responsibly.

All customers must comply with our Acceptable Use Policy:

https://my.proemails.com.au/acceptable-use-policy

Prohibited activities include:

Sending unlawful spam or unsolicited commercial communications.
Fraud, phishing or impersonation.
Distribution of malware or malicious content.
Unlawful harassment or threatening communications.
Infringement of intellectual property or privacy rights.
Unauthorised access to systems or accounts.
Activities that materially compromise service security, reliability or reputation.

ProEmails may take reasonable and proportionate action where misuse or a security risk is identified.

Such action remains subject to these Terms and applicable law.

9. Account and Email Security

Customers must take reasonable precautions to protect their accounts, passwords, devices and mailbox credentials.

You must promptly notify ProEmails if you believe your account or mailbox has been compromised.

ProEmails will not request passwords, multi-factor authentication codes or other sensitive credentials through ordinary email, website forms, support tickets or initial migration request forms.

Where temporary credentials are genuinely required for an approved migration, they must be handled through an approved secure process.

ProEmails may require password changes, additional verification or temporary restrictions where reasonably necessary to protect an account or the service.

10. Full Migration Service

ProEmails may offer an optional Full Migration Service to assist customers moving an existing email account to ProEmails.

The current Migration Service price and any applicable additional service charges are available on our Pricing page or will be provided before the service is ordered.

The standard Full Migration Service covers migration of one existing mailbox to one ProEmails email address.

Where technically supported, the service may include:

Existing email messages.
Email folders.
Contacts.
Configuration of the new ProEmails email address on one primary device.

The standard service does not include:

Calendar migration.
Cloud storage or files.
Tasks or notes.
Third-party application data.
Shared mailboxes or distribution lists.
Additional device configuration.
Other services not expressly included in the agreed migration scope.

Additional work or charges must be agreed before that work proceeds.

11. Migration Feasibility and Refunds

ProEmails assesses migration feasibility before migration work begins.

If we determine that the agreed Full Migration Service cannot reasonably be provided, the applicable Migration Service fee will be refunded in full.

Where technical limitations are identified before work begins, we will explain those limitations and provide the customer with an opportunity to proceed or cancel the Migration Service for a full refund.

If migration work has not commenced, customers may cancel the Migration Service for a full refund.

Once the customer has authorised migration work and work has commenced, the Migration Service fee is not automatically refundable solely because the customer changes their mind.

This does not exclude or restrict any refund, cancellation or other rights available under Australian Consumer Law.

12. Migration Limitations

Email migration depends on several technical factors, including:

Third-party email providers.
Existing account access.
Source-server capabilities.
Mailbox size and configuration.
Supported migration protocols.
Network connectivity.
Third-party restrictions.

ProEmails does not guarantee that every item held by a third-party provider can be transferred successfully.

We will exercise reasonable care and skill when providing migration services.

Customers must keep their existing email account active and accessible until migration has been completed and they have had an opportunity to verify the transferred information.

ProEmails does not automatically cancel a customer's previous email service.

Migration completion timeframes may vary depending on technical circumstances and third-party availability.

13. Support and Setup

ProEmails provides standard setup guidance and support information to assist customers in configuring their email services.

Customers may configure their email accounts using compatible email applications and devices.

The optional Full Migration Service is separate from standard self-service setup guidance.

Additional technical assistance may be available under separately agreed service arrangements.

14. Service Availability and Third-Party Providers

ProEmails relies on hosting infrastructure, internet connectivity, email systems and third-party technology providers to deliver its services.

Service availability may be affected by:

Scheduled or emergency maintenance.
Internet connectivity issues.
Third-party service interruptions.
Security incidents.
Hardware or software failures.
Circumstances outside our reasonable control.

ProEmails takes reasonable operational measures to maintain service reliability and security.

Unless expressly agreed in writing, we do not provide a specific guaranteed uptime percentage or guarantee uninterrupted availability.

Nothing in this section excludes statutory guarantees or remedies that cannot lawfully be excluded.

15. Australian Consumer Law

Our services come with guarantees and protections under Australian Consumer Law that cannot be excluded.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot lawfully be excluded, restricted or modified.

Where services fail to meet applicable consumer guarantees, customers may be entitled to remedies under Australian law.

16. Liability

Each party remains responsible for its obligations under these Terms and applicable law.

ProEmails does not guarantee that email communications will always be delivered, received or available without interruption.

Email delivery can be affected by third-party filtering, recipient systems, internet connectivity and other factors outside our reasonable control.

Customers are responsible for maintaining independent copies of important information and taking reasonable precautions to protect their accounts.

Any allocation or limitation of liability under these Terms is subject to Australian Consumer Law and other applicable statutory protections.

Nothing in these Terms excludes liability or remedies where doing so would be unlawful.

17. Privacy

ProEmails handles personal information in accordance with its Privacy Policy and applicable law.

Our Privacy Policy explains how we collect, use, store, disclose and protect personal information.

The Privacy Policy is available at:

https://my.proemails.com.au/privacy

18. Marketing Communications

Optional marketing communications are separate from essential account and service notifications.

Where ProEmails sends commercial electronic messages, we will comply with applicable Australian spam laws, including relevant consent, sender-identification and unsubscribe requirements.

Customers may unsubscribe from optional marketing communications without affecting their ability to receive essential service notifications.

19. Changes to Services, Pricing and Terms

ProEmails may update its services, advertised pricing and these Terms from time to time.

Current service plans and pricing are available on our Pricing page.

Where a change materially affects an existing paid subscription, we will provide any notice required by applicable law or the relevant agreement.

Changes will not retrospectively alter completed transactions or remove statutory rights.

The current version of these Terms will be available on the ProEmails website.

20. Suspension and Termination

ProEmails may take proportionate action where reasonably necessary to address:

Unpaid subscription charges.
Material breaches of these Terms.
Serious breaches of the Acceptable Use Policy.
Fraudulent or unlawful activity.
Significant security risks.
Compromised accounts.
Legal or regulatory requirements.

Depending on the circumstances, action may include a warning, temporary restriction, suspension or termination.

Where reasonably practicable and appropriate, customers will be notified and provided an opportunity to resolve the issue.

Immediate protective action may be required where there is a serious security threat, unlawful activity or a legal obligation.

Any suspension or termination will be administered consistently with applicable law and the customer's statutory rights.

21. Complaints and Disputes

If you have a concern about a ProEmails service, please contact us so we can investigate and attempt to resolve the matter.

Customers should provide sufficient information to help us identify the relevant account, transaction or service issue.

Nothing in these Terms prevents customers from exercising rights under Australian Consumer Law, privacy legislation or other applicable laws.

Customers may contact an appropriate regulator or dispute-resolution body where permitted by law.

22. Governing Law

These Terms are governed by the laws applicable in Queensland, Australia, subject to any mandatory laws or jurisdictional protections that apply to the customer.

Nothing in this clause restricts a customer's rights under applicable Australian consumer protection legislation.

23. Contact Information

Pro Image Emails Pty Ltd

Trading as ProEmails

ABN: 36 688 958 965

Postal Address:

PO Box 90

Pimpama QLD 4209

Australia

Abuse and Security Reports: abuse@proemails.com.au

Related Policies:

Acceptable Use Policy: https://my.proemails.com.au/acceptable-use-policy