Terms of Service

1. The service

Latens is an internet protection service that provides:

• Encrypted VPN tunnelling via the WireGuard and Hysteria 2 protocols, with smart routing that directs traffic through the most appropriate path.
• DNS-level ad and tracker blocking using continually updated threat intelligence to remove advertisements, trackers, and known malicious domains before they load.
• Threat protection against phishing, malware, and scam domains targeting Australians.
• Privacy tools including traffic transparency, ISP monitoring, Chinese app surveillance blocking, and weekly privacy audits -- all processed on your device.

The service is provided through client applications on your devices that connect to our infrastructure.

2. Acceptable use

Latens is designed to protect ordinary people using the internet. You may use it for any lawful purpose. However, the following are strictly prohibited and will result in immediate termination without refund:

• Child sexual abuse material (CSAM) — absolute zero tolerance. Any production, distribution, or access of child exploitation material. We will immediately report to the Australian Federal Police (AFP) and the Australian Centre to Counter Child Exploitation (ACCCE) and cooperate fully with law enforcement. This is not negotiable.
• Terrorism — planning, promoting, financing, or facilitating terrorist activities as defined under the Criminal Code Act 1995 (Cth) Part 5.3.
• Unauthorised access to computer systems — using the service to hack, probe, or gain unauthorised access to systems you do not own or have permission to access.
• Targeted harassment — using the service to stalk, threaten, doxx, or systematically harass individuals.
• Spam and abuse — sending unsolicited bulk email, SMS, or messages. SMTP ports are blocked on our infrastructure.

To be clear: because we do not log traffic, we cannot monitor your activity. These prohibitions exist so that if such activity is brought to our attention through other means (e.g. a law enforcement report), we have the contractual basis to terminate the account immediately and cooperate with authorities.

3. Account and eligibility

You must be at least 16 years of age to create an account. If you are under 18, you must have permission from a parent or guardian. If Australian legislation mandates a higher minimum age for VPN services, we will comply with the higher requirement.

You are responsible for maintaining the security of your account credentials. Do not share your account with people outside your household (on the Family plan) or outside your own use (on the Solo plan).

One account per person (Solo) or household (Family). If we detect that an account is being shared commercially or far beyond its intended scope, we may request verification or terminate the account.

4. Free trial

New accounts receive a 14-day free trial. No payment method is required to start the trial. If you do not subscribe before the trial ends, your account is simply deactivated. We will not charge you, and we will delete your account data within 30 days of the trial expiring.

5. Payment terms

• Plans — Solo ($8/month or $76.80/year, up to 3 devices) and Family ($16/month or $153.60/year, up to 10 devices). All prices are in Australian dollars and include GST where applicable.
• Billing cycle — subscriptions renew automatically on a monthly or annual basis. You will be charged on the same date each billing cycle.
• Cancellation — you may cancel at any time through the app or by emailing hello@latens.net. Cancellation takes effect at the end of the current billing period. You will retain access until then.
• Refund policy — if you cancel within the first 30 days of a paid subscription, you are entitled to a pro-rata refund for the unused portion of your billing period. After 30 days, we do not offer refunds for partial periods, but you will retain access until the end of the current period. This does not limit your rights under Australian Consumer Law.
• Price changes — if we change prices, we will give you at least 30 days notice by email. The new price applies from your next billing cycle after the notice period. You can cancel before it takes effect.

6. Service availability and performance

We aim to provide a reliable, fast service, but Latens is provided on a best-effort basis. We do not guarantee:

• Specific connection speeds or latency figures.
• 100% uptime or uninterrupted service.
• Access to specific content from specific regions (content providers may change their restrictions at any time).
• That all advertisements or threats will be blocked (threat intelligence is updated continuously but is inherently reactive).

Planned maintenance windows will be communicated at least 24 hours in advance. We will make commercially reasonable efforts to keep the service available and resolve outages promptly.

7. Intellectual property

The Latens name, logo, website design, client applications, exit node daemon software, API layer, and all proprietary technology are the property of Mitch Callinan, trading as Latens. All rights reserved.

The underlying VPN protocols (WireGuard, Hysteria 2) are open-source and are not our intellectual property. AdGuard Home is open-source software used under its licence.

You retain all rights to any data that passes through the service. We make no claim to your content.

8. Limitation of liability

To the maximum extent permitted by law, Latens and its operator are not liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenue, whether incurred directly or indirectly, arising from:

• Your use of, or inability to use, the service.
• Any failure of the service to block a threat, advertisement, or tracker.
• Any unauthorised access to your data caused by your own failure to maintain account security.
• Temporary service interruptions or degraded performance.

Our total aggregate liability to you for all claims arising out of or relating to the service is limited to the amount you paid us in the 12 months preceding the claim.

9. Australian Consumer Law

10. Indemnification

You agree to indemnify and hold harmless Latens and its operator from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from your violation of these terms or your misuse of the service, including any prohibited activities described in Section 2.

11. Termination

By you: You may close your account at any time by cancelling your subscription through the app or by emailing hello@latens.net to request account deletion.

By us: We may terminate or suspend your account immediately, without prior notice, if we have reasonable grounds to believe you have violated Section 2 (Acceptable use), particularly regarding CSAM or terrorism. In all other cases, we will give you at least 14 days notice.

Upon termination, your right to use the service ceases immediately. Account data will be deleted in accordance with our Privacy Policy (within 30 days).

12. Dispute resolution

If you have a complaint or dispute with us:

1. 1 Contact us first. Email hello@latens.net with the details of your complaint. We will respond within 10 business days and attempt to resolve the issue informally.
2. 2 Fair Trading NSW. If we cannot resolve the dispute informally, you may lodge a complaint with NSW Fair Trading, which provides free dispute resolution services.
3. 3 Small claims tribunal. If the dispute is not resolved through Fair Trading, either party may refer the matter to the NSW Civil and Administrative Tribunal (NCAT).

Nothing in this section limits your right to take legal action in any court of competent jurisdiction.

13. Governing law

These terms are governed by the laws of the State of New South Wales, Australia. Any disputes will be subject to the non-exclusive jurisdiction of the courts of New South Wales.

14. Severability

If any provision of these terms is found to be unenforceable or invalid by a court, that provision will be modified to the minimum extent necessary to make it enforceable, or severed entirely if modification is not possible. The remaining provisions will continue in full force and effect.

15. Changes to these terms

We may update these terms from time to time. Material changes will be communicated via email to all active subscribers at least 30 days before taking effect. Continued use of the service after the effective date constitutes acceptance of the revised terms. If you do not agree with the changes, you may cancel your subscription before the effective date.

Non-material changes (such as clarifications, formatting improvements, or updates to links) may be made without notice.

16. Contact

Questions about these terms can be directed to: