Terms and Conditions

1. Introduction and Agreement

1.1 These General Terms and Conditions ("Terms") form a binding agreement between you ("Customer", "you") and Connect-ED ("we", "us", "our"), a New Zealand internet service provider.

1.2 By signing up for our services, you agree to be bound by:

• These General Terms and Conditions
• Any Service-Specific Terms applicable to your plan
• Our Privacy Policy
• Any promotional or offer terms that applied when you signed up

1.3 If there is any conflict between documents, the order of priority is: (1) Promotional/Offer Terms, (2) Service-Specific Terms, (3) These General Terms.

1.4 You are responsible for paying for the services you receive and ensuring that anyone using services under your account complies with these Terms.

2. Definitions

In these Terms:

• "Connect-ED", "we", "us", "our" means Connect-ED, the internet service provider.
• "Customer", "you", "your" means the person or entity who has entered into an agreement with us for services.
• "Services" means the broadband internet and any associated services we provide to you.
• "Equipment" means any modem, router, ONT, or other hardware provided or used in connection with our services.
• "Network" means the telecommunications infrastructure used to deliver services, including Chorus and Enable fibre networks.
• "Premises" means the address where services are provided.
• "Minimum Term" means the minimum contract period specified in your service agreement.

3. Our Services

3.1 Connect-ED provides residential and business broadband internet services over the Chorus and Enable fibre networks in the Banks Peninsula and greater Christchurch areas of New Zealand.

3.2 Our services include:

• Fibre broadband internet access
• Technical support
• Optional equipment rental

3.3 Service availability depends on network coverage at your premises. We will confirm availability before accepting your application.

3.4 Advertised speeds are maximum theoretical speeds. Actual speeds may vary depending on network conditions, equipment, internal wiring, and other factors outside our control.

4. Becoming a Customer

4.1 To become a customer, you must:

• Be at least 18 years of age
• Provide accurate personal information
• Have authority to enter into this agreement
• Consent to credit checks where required
• Provide a valid New Zealand bank account for direct debit

4.2 We reserve the right to decline any application at our discretion, including where:

• Services are not available at your premises
• You have previously breached an agreement with us
• Credit check results are unsatisfactory
• Information provided is inaccurate or incomplete

4.3 You consent to us conducting credit checks and sharing payment history information with credit reporting agencies.

5. Our Commitments to You

5.1 We will:

• Provide broadband services as described in your plan
• Take reasonable steps to ensure service quality and reliability
• Provide technical support during business hours (Monday-Friday, 8am-6pm)
• Give reasonable notice of planned maintenance or service changes
• Comply with applicable New Zealand laws and industry codes
• Handle your personal information in accordance with our Privacy Policy

5.2 We cannot guarantee:

• Uninterrupted or fault-free service
• That maximum advertised speeds will always be achieved
• Compatibility with all devices, software, or applications
• Protection from all security threats, viruses, or unauthorised access

5.3 Services may be affected by factors outside our control, including network outages, natural disasters, power failures, or issues with third-party infrastructure.

6. Your Commitments to Us

6.1 You agree to:

• Pay all charges by the due date
• Provide accurate information and keep it updated
• Use services only for lawful purposes
• Comply with our Acceptable Use Policy
• Keep your account details and passwords secure
• Report any faults or security issues promptly
• Allow reasonable access to your premises for installation or maintenance
• Not resell or share services commercially without our consent
• Ensure anyone using services under your account complies with these Terms

6.2 You are responsible for:

• All usage and charges on your account, including by others
• Maintaining compatible equipment and internal wiring
• Backing up your own data
• Your own internet security (firewalls, antivirus, etc.)

7. Charges and Fees

7.1 Monthly Charges: Your plan's monthly fee is charged in advance and covers unlimited data usage.

7.2 Connection Fee: A one-time connection fee equal to one month's plan charge is payable at signup, along with the first month's service charge. The Connection Fee is waived if you sign up on a 12-month or 24-month contract.

7.3 Equipment: If you rent equipment from us, monthly rental fees apply as specified in your agreement.

7.4 Additional Fees:

• Late payment fee: $10 (charged if payment is more than 7 days overdue)
• Dishonoured direct debit fee: $15
• Reconnection fee: $50 (if service is suspended for non-payment)
• Early termination fee: Waived on all plans (open term, 12-month and 24-month) — only the 30-day notice period applies (see Section 14)

7.5 GST: Residential prices include GST. Business prices exclude GST unless stated otherwise.

7.6 We may change our prices with 30 days' notice. Price changes do not affect any minimum term commitment.

7.7 Landline Service (Residential Add-On):

• Monthly landline fee: $10.00 (inc GST), charged in addition to your broadband plan
• New number setup: $20.00 one-off fee
• Number porting (bring your own number): $30.00 one-off fee
• Standard calling charges apply as per the Standard Calling Rates schedule (Section 19)
• Calls are charged per minute in 1-second increments after a minimum 1-minute charge

8. Billing and Payment

8.1 We bill monthly in advance. Your billing cycle begins from your connection date.

8.2 Payment is by direct debit from the bank account you provided at signup. By signing up, you authorise us to debit your account for all charges.

8.3 Payment is due on the 20th of each month, or the next business day if the 20th falls on a weekend or public holiday.

8.4 If you believe there is an error on your bill, please contact us before the payment date. We will investigate and correct any genuine errors.

8.5 You remain liable for all charges incurred until your service is terminated, even if you stop using the service.

9. Non-Payment

9.1 If payment is not received by the due date:

• A late payment fee of $10 may be charged after 7 days
• We may suspend your service after 14 days
• We may terminate your service after 30 days

9.2 If your service is suspended for non-payment, a reconnection fee of $50 applies to restore service.

9.3 If we terminate your service for non-payment, you remain liable for:

• All outstanding charges (including the 30-day notice period)
• Reasonable debt collection costs
• Replacement cost of any rented equipment not returned within 14 days

9.4 We may report payment defaults to credit reporting agencies.

10. Equipment

10.1 The ONT (Optical Network Terminal) installed at your premises is owned by Chorus or Enable and must not be tampered with or removed.

10.2 If you rent a router from us:

• It remains our property
• You must return it in good condition when your service ends
• You are liable for loss or damage (fair wear and tear excepted)

10.3 If you use your own router:

• You are responsible for its compatibility and configuration
• We can provide basic setup guidance but cannot guarantee support for all devices

10.4 You must not use equipment in a way that damages our network or interferes with other users.

11. Faults and Support

11.1 If you experience a fault, please contact us. We will work to resolve issues as quickly as possible.

11.2 Before reporting a fault, please try basic troubleshooting:

• Restart your router (unplug for 30 seconds)
• Check cables are securely connected
• Test on a different device

11.3 Some faults may require a technician visit. If the fault is within your premises (internal wiring, your equipment), you may be charged for the visit.

11.4 Support is available Monday to Friday, 8am to 6pm. Emergency network issues are monitored outside these hours.

12. Acceptable Use Policy

12.1 You must not use our services to:

• Break any law or infringe any person's rights
• Transmit, store, or distribute illegal content
• Send spam or unsolicited commercial messages
• Distribute viruses, malware, or other harmful code
• Attempt to gain unauthorised access to any system or network
• Interfere with or disrupt networks or services
• Harass, threaten, or abuse others
• Impersonate any person or entity
• Engage in activities that consume excessive bandwidth in a way that affects other users

12.2 We may suspend or terminate your service immediately if we reasonably believe you have breached this policy.

12.3 You are responsible for all activity on your account. If someone else uses your service to breach this policy, you may be held responsible.

13. Privacy and Security

13.1 We collect and use your personal information in accordance with our Privacy Policy and the Privacy Act 2020.

13.2 You are responsible for:

• Keeping your account credentials secure
• Notifying us immediately if you suspect unauthorised access
• Your own device and network security

13.3 We do not monitor your internet usage or content, except as required by law or to manage our network.

13.4 We may disclose information about you if required by law, court order, or government agency.

14. Termination

14.1 Plan Term Options: When you sign up, you choose one of:

• No contract (open term) — month-to-month from day one. Connection Fee applies.
• 12 months — minimum 12-month term. Connection Fee waived.
• 24 months — minimum 24-month term (often paired with discounted modem rental). Connection Fee waived.

14.2 Cancellation by You: You may cancel at any time — regardless of which term you chose — by giving us 30 days' written notice to sales@connect-ed.nz. Your service stays active and billable through the 30-day notice period.

14.3 No Early-Termination Fee: Connect-ED does not charge an early-termination fee. If you cancel a 12- or 24-month plan before the end of its term, you pay only the 30-day notice period.

14.4 Termination by Us: We may terminate your service:

• Immediately, if you seriously breach these Terms
• With 14 days' notice, if you breach these Terms and fail to remedy the breach
• With 30 days' notice, for any reason
• Immediately, if required by law or regulatory authority

14.5 Upon termination:

• All outstanding charges become immediately due (including the 30-day notice period)
• You must return any rented equipment within 14 days
• Your email addresses and other services will be discontinued

15. Liability and Risk

15.1 The internet is an inherently insecure medium. You use our services at your own risk.

15.2 We are not liable for:

• Content you access, send, or receive via the internet
• Viruses, malware, or security breaches affecting your devices
• Loss of data or damage to your equipment
• Service interruptions or faults beyond our reasonable control
• The actions of third parties, including network providers
• Any indirect, consequential, or special losses

15.3 To the maximum extent permitted by law, our total liability to you for any claims arising from our services is limited to the fees you have paid us in the 12 months preceding the claim.

15.4 Nothing in these Terms excludes or limits liability that cannot be excluded by law, including under the Consumer Guarantees Act 1993.

15.5 You indemnify us against any claims, losses, or costs arising from your breach of these Terms or your use of our services.

16. Changes to Terms

16.1 We may change these Terms from time to time. We will give you at least 30 days' notice of any material changes.

16.2 Notice will be provided by email to the address on your account.

16.3 If you do not agree with a material change, you may terminate your service without early termination fee by giving us notice before the change takes effect.

16.4 Continued use of our services after changes take effect constitutes acceptance of the updated Terms.

16.5 The current version of these Terms is always available on our website.

17. Complaints and Disputes

17.1 If you have a complaint, please contact us:

• Email: sales@connect-ed.nz
• Website: connect-ed.nz/support

17.2 We will acknowledge your complaint within 2 working days and aim to resolve it within 20 working days.

17.3 If we cannot resolve your complaint to your satisfaction, you may refer it to the Telecommunications Dispute Resolution (TDR) scheme:

• Website: tdr.org.nz
• Phone: 0508 98 98 98

17.4 The TDR provides free, independent dispute resolution for telecommunications customers in New Zealand.

18. General Provisions

18.1 Governing Law: These Terms are governed by the laws of New Zealand. The New Zealand courts have exclusive jurisdiction over any disputes.

18.2 Assignment: You may not transfer or assign your rights under this agreement without our consent. We may assign our rights to a successor or related company.

18.3 Force Majeure: Neither party is liable for failure to perform obligations due to circumstances beyond their reasonable control, including natural disasters, power failures, or network outages.

18.4 Entire Agreement: These Terms, together with your service agreement and our Privacy Policy, constitute the entire agreement between us.

18.5 Severability: If any part of these Terms is found to be invalid or unenforceable, the remaining parts continue in full force.

18.6 Waiver: Our failure to enforce any right under these Terms does not waive that right.

18.7 Notices: Notices to you will be sent to the email address on your account. Notices to us should be sent to sales@connect-ed.nz.

19. Standard Calling Rates (Landline)

The following rates apply to all calls made via the Connect-ED landline service. All rates are per minute and inclusive of 15% GST. Calls are charged in 1-second increments after a minimum 1-minute charge.