Terms of trade

Services

We will supply the services set out in your service agreement or order with reasonable care and skill.

Some services depend on third-party networks and infrastructure that we do not control. We will do what we reasonably can to resolve faults, including those in someone else's network, but we cannot guarantee a service will never be interrupted.

Charges and payment

Charges are as set out in your service agreement. Unless stated otherwise, prices quoted to business customers are exclusive of GST.

Invoices are payable by the due date shown. Payment options are set out on our bill payment page.

Voice services and emergency calling

Voice services delivered over a broadband connection do not work during a power cut or an internet outage, unlike a traditional copper line. If you may need to call 111 during a power cut, you should keep an alternative — usually a charged mobile phone.

If anyone at your premises would be at particular risk from being unable to call 111 during a power failure, tell us before your service is installed so we can discuss the options with you.

Service levels and faults

Report faults to us through your account portal or by phone. We will begin working on a fault as soon as we reasonably can during our support hours.

Where a specific service level applies to your service, it will be set out in your service agreement.

Your responsibilities

You agree to use the services lawfully, to keep your account credentials secure, to give us safe access to your premises where we need it to install or fix something, and to tell us promptly if your contact details change.

Consumer Guarantees Act

Where you acquire our services for the purposes of a business, the parties agree that the Consumer Guarantees Act 1993 does not apply, and that it is fair and reasonable for the parties to be bound by this provision.

Nothing in these terms limits your rights where you acquire services as a consumer.

Liability

To the extent permitted by law, we are not liable for indirect or consequential loss, including loss of profit, revenue or data.

Complaints

If something has gone wrong, tell us first — most things are fixed fastest that way. Contact us through your account portal or by phone and we will work through it with you.

Changes to these terms

We may update these terms from time to time. Where a change materially affects you, we will give you reasonable notice.