Last updated: March 2026
Effective: March 2026 — These terms apply to all Connect-ED services. Please read them carefully before signing up.
1.1. These General Terms and Conditions apply to all Services and Equipment provided to you by Connect-ED. They form a binding agreement between you (the Customer) and Connect-ED. By activating or using any Connect-ED service you confirm that you have read, understood, and agreed to these terms.
1.2. Additional specific terms may apply to certain Services or promotions. Where those additional terms conflict with these General Terms and Conditions, the additional specific terms shall take precedence.
1.3. Connect-ED reserves the right to update these terms from time to time. We will provide a minimum of 30 days written notice of any material changes to your nominated contact email address. Continued use of our Services after the effective date of any change constitutes acceptance of the updated terms.
In this document:
3.1. Connect-ED will provide the Services with reasonable care and skill. We will use reasonable endeavours to ensure Services are reliable and of a high standard, though we do not guarantee that Services will be continuous or fault-free at all times.
3.2. Services are delivered over third-party wholesale infrastructure (including Chorus and Enable Networks) and are subject to availability at your address. Confirmation of availability will be provided before an Agreement is entered into.
3.3. You agree to use our Services in accordance with our Acceptable Use Policy (AUP), which is available at connect-ed.nz/legal. You must not use or permit our Services to be used in any way that breaks any law, infringes anyone's rights, or damages our network or that of any other operator.
3.4. You must ensure all information you provide to us is accurate and up to date. If any of your details change, you must notify us as soon as possible.
3.5. You must keep all passwords, PINs, and account credentials confidential and report any suspected unauthorised access to your account immediately.
3.6. Fair Use Policy. Unlimited data plans are provided for standard residential use. You must not use our Services in a way that unreasonably degrades the experience of other customers, resell or commercially on-supply our Services, or use our network in a way that would be considered abnormal or excessive compared to typical residential usage. Connect-ED reserves the right to contact customers whose usage patterns are abnormal and, where necessary, apply reasonable traffic management measures or require a move to a more suitable plan.
4.1. Standard 12-Month Contract. All new connections are entered into on a standard 12-month fixed-term contract unless you elect a 24-month term. The fixed term begins on your Connection Date (the date your service is activated).
4.2. 24-Month Contract with Router Rental. If you elect to rent a router from Connect-ED, your Agreement will be on a 24-month fixed-term basis. The rented Equipment remains the property of Connect-ED at all times (see Section 6).
4.3. Month-to-Month (Open Term). Upon the expiry of your Fixed Term, your Agreement will automatically roll over to a month-to-month open term on your then-current pricing. No action is required from you for this rollover to occur. You will be notified by email approximately 30 days before your Fixed Term expires.
4.4. Connect-ED may, at its discretion, offer promotional or alternative contract terms from time to time. Any such terms will be set out in a separate specific agreement.
5.1. Connection Fee. A one-time Connection Fee, equivalent to one (1) full month of your selected plan price, is charged prior to or upon activation of your service. This fee is non-refundable once your connection has been established. The Connection Fee is waived if you sign up on a 12-month or 24-month minimum-term contract.
5.2. Monthly Billing. Your Monthly Fee is billed one (1) month in advance on your monthly billing date. Billing is managed via GoCardless Direct Debit. By signing up you authorise Connect-ED to collect your Monthly Fee via direct debit from your nominated bank account on your billing date each month.
5.3. All charges are in New Zealand Dollars (NZD). Residential plan prices are inclusive of GST (15%). Business plan prices are exclusive of GST unless otherwise stated.
5.4. Price Changes. Connect-ED may change pricing for Services. We will give you a minimum of 30 days written notice of any price increase to your nominated contact email address. If you do not accept the price change and you are on an open-term plan, you may cancel your service in accordance with Section 7 without incurring a termination fee.
5.5. Failed Payments. If a direct debit payment is dishonoured, we reserve the right to charge a dishonour fee and to suspend your service until payment is received. Continued non-payment may result in termination of your service and referral of the debt to a collection agency. You agree to reimburse any reasonable collection costs incurred.
5.6. Interest may accrue on any overdue amount at a rate of 2% per month from the date the payment was due.
5.7. If your account is in credit upon termination, we will refund that amount to your nominated bank account upon request.
5.8. Billing Disputes. If you believe an invoice is incorrect, you must notify us in writing at sales@connect-ed.nz within 30 days of the invoice date. We will investigate and respond within 10 working days. You must pay any undisputed portion of the invoice by the due date. If a billing error is confirmed, we will apply a credit to your account or issue a refund as appropriate.
5.9. Reconnection Fee. If your service is suspended due to non-payment and you subsequently request reconnection, a reconnection fee equivalent to one (1) month's Monthly Fee will be charged in addition to any overdue amounts before services are restored.
6.1. Where Connect-ED supplies you with a rented router or other Equipment, ownership of that Equipment remains with Connect-ED at all times. You must not sell, lease, modify, or otherwise deal with the Equipment without our prior written consent.
6.2. You must take reasonable care of any Equipment provided by Connect-ED. You are liable for any loss, theft, or damage to the Equipment caused by your negligence or misuse. We recommend you check whether your home and contents insurance covers rented equipment.
6.3. You must return all rented Equipment to Connect-ED in good working order within 14 days of termination or cancellation of your Agreement. Failure to return Equipment may result in a charge equivalent to the Equipment's replacement value.
6.4. You must ensure that the Equipment is not removed from the installation address without our prior written consent.
6.5. You are responsible for providing adequate power supply at your own cost to operate the Equipment. Connect-ED strongly recommends the use of an uninterrupted power supply (UPS) to maintain connectivity during power outages.
6.6. Connect-ED and its authorised agents have the right to access your premises during the term of the Agreement for the purposes of installing, maintaining, replacing, or repossessing Equipment, or where we have reasonable grounds to believe you are not complying with this Agreement.
7.1. Plan Term Options. You may sign up on either an open-term (no contract) plan or a fixed 12-month or 24-month plan. The Connection Fee is waived on 12-month and 24-month plans as the customer's benefit for committing to a minimum term. Fixed-term plans are also typically paired with discounted modem rental.
7.2. Cancellation Notice. Regardless of which term you choose, you may cancel your service at any time by giving Connect-ED 30 days' written notice to sales@connect-ed.nz. Your service will remain active and billable during the 30-day notice period.
7.3. No Early-Termination Fee. Connect-ED does not charge an early-termination fee. If you cancel a 12-month or 24-month plan before the end of its term, you pay only the 30-day notice period — no additional exit fee applies.
7.4. Cancellation Without Notice. If you do not provide the required 30 days' written notice before cancelling, your final invoice will include 30 days' Monthly Fee in lieu of notice.
7.5. Cancellation by Connect-ED. Connect-ED may suspend or terminate your service immediately and without written notice if you: fail to pay any amount due; breach any term of this Agreement; use the Services in an unlawful manner; or breach the AUP.
7.6. Upon termination or cancellation, all amounts outstanding under this Agreement (including the 30-day notice period and any unreturned-equipment charges) become immediately due and payable.
8.1. While Connect-ED endeavours to provide a continuous, high-quality service, we do not guarantee uninterrupted access. Service performance may vary based on network conditions, infrastructure provider availability, your equipment, and factors outside our reasonable control.
8.2. Advertised speeds are "up to" maximums under ideal conditions. Actual speeds may be lower depending on your connection type, in-home wiring, distance from the cabinet, and simultaneous network usage.
8.3. To report a fault, please contact us at sales@connect-ed.nz. We will use reasonable endeavours to diagnose and resolve faults in a timely manner. Planned maintenance will be communicated to you in advance where reasonably practicable.
9.1. Power Outages & Fibre Services. Connect-ED services are delivered over a fibre network that requires electrical power to operate. In the event of a power outage at your premises, your internet connection and any services that depend on it — including VoIP phone calls, internet-connected medical alarms, health monitors, security systems, and smart home devices — will not function until power is restored.
9.2. 111 Emergency Calls. If you use a VoIP (internet-based) phone service for any calls, including 111 emergency calls, that service will not be available during a power outage or service disruption. You should ensure you have an alternative means of contacting emergency services — such as a mobile phone — that does not depend on your internet connection.
9.3. Medical & Safety Devices. If you or anyone at your premises relies on an internet-connected medical alarm, personal emergency response device, health monitor, or similar safety-critical equipment, we strongly recommend you: (a) contact the device provider to understand its power and connectivity requirements; (b) maintain a backup power source such as an uninterruptible power supply (UPS); and (c) ensure you have an alternative means of calling for help that does not rely on your internet connection.
9.4. At-Risk Customer Register. If you believe you or someone at your address may be at greater risk during a service disruption — for any reason, including a health condition, disability, caring responsibilities, or living alone in a remote area — please contact us at sales@connect-ed.nz. We will work with you to identify practical steps to reduce your risk and, where possible, prioritise fault resolution for registered at-risk customers.
9.5. Connect-ED is not liable for any loss, injury, or harm arising from the failure of third-party safety or alarm systems connected to our network, whether during a service outage, power failure, or otherwise. Customers are responsible for ensuring appropriate backup arrangements are in place for any safety-critical devices.
9.1. Connect-ED collects personal information in order to provide our Services, manage your account, process payments, and communicate with you. We handle your personal information in accordance with the Privacy Act 2020 (NZ). Please refer to our Privacy Policy at connect-ed.nz/legal for full details.
9.2. By entering into this Agreement, you authorise Connect-ED to use your personal information for service delivery, account management, billing, and (with your separate consent) for marketing our products and services to you.
11.1. Connect-ED may conduct credit reference checks or other enquiries as part of our standard account application process. By applying for a service you authorise us to obtain a credit report about you from a credit reporting agency for the purpose of assessing your application.
11.2. If you default on any payment obligation, we are authorised to disclose relevant information to credit reporting agencies and debt collection agencies.
12.1. To the maximum extent permitted by law, Connect-ED's liability to you for any single event or series of related events is limited to the Monthly Fee paid by you during the affected period, and shall not exceed three (3) months' Monthly Fees in any twelve-month period.
12.2. Connect-ED is not liable for indirect, consequential, special, or incidental loss or damage arising from your use of, or inability to use, the Services.
12.3. Connect-ED is not liable for faults or service interruptions caused by our wholesale infrastructure providers (Chorus, Enable Networks, or others), events beyond our reasonable control, or your own equipment or in-home wiring.
12.4. Nothing in these terms limits your rights under the Consumer Guarantees Act 1993 (CGA). If you are acquiring Services for the purposes of a business, the CGA does not apply and the limitations in this section apply in full.
12.5. You agree to indemnify Connect-ED against any claims, losses, or costs arising from your breach of this Agreement or misuse of the Services.
13.1. If you have a concern or complaint, please contact us first at sales@connect-ed.nz. We aim to resolve all complaints within five (5) working days.
13.2. If we are unable to resolve your complaint to your satisfaction within six (6) weeks, you may refer the matter to Telecommunications Dispute Resolution (TDR), an independent dispute resolution service. Details are available at www.tdr.org.nz.
14.1. Connect-ED will not be in breach of this Agreement or liable for any failure or delay in performing obligations where such failure or delay results from events beyond our reasonable control, including but not limited to natural disasters, acts of government, civil unrest, strikes, or failure of third-party networks or infrastructure. We will notify you of any such circumstances and their expected duration as soon as reasonably practicable.
15.1. This Agreement is governed by the laws of New Zealand and subject to the jurisdiction of the New Zealand courts.
15.2. Connect-ED may assign this Agreement to any person or entity without your consent. You may not assign or transfer your rights or obligations under this Agreement without our prior written consent.
15.3. If any clause of this Agreement is found to be invalid or unenforceable, the remaining clauses shall continue in full force and effect.
15.4. This Agreement constitutes the entire agreement between you and Connect-ED regarding the Services and supersedes all prior discussions, representations, or agreements.
15.5. Any notices from Connect-ED to you will be sent to your nominated contact email address and shall be deemed received on the day of sending.
Note: This document was last reviewed March 2026. Connect-ED recommends customers seek independent legal advice if they have questions about these terms. These terms are intended to comply with the Consumer Guarantees Act 1993, Contract and Commercial Law Act 2017, Privacy Act 2020, and the Telecommunications Act 2001.
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