THE CONNECTIVITY KIWI LIMITED

Terms and Conditions of Service

Version: 1.0
 Effective date: 16 October 2026
 Service provider: The Connectivity Kiwi Limited
 Jurisdiction: New Zealand

1. Introduction and Agreement

1.1 These Terms and Conditions govern the supply of products and services by The Connectivity Kiwi Limited (referred to as The Connectivity Kiwi, we, us or our) to the customer purchasing or using those products and services (you or your).

1.2 These terms apply to services supplied by us, including internet connectivity, broadband, fixed wireless connectivity, voice and VoIP services, cloud-based communications, hosting, domain registration, IT support, managed services, hardware and software supply, networking, automation, system design, consulting, and installation work.

1.3 By accepting a quotation, signing an order, establishing an account, activating a service, or using a service supplied by us, you agree to these Terms and Conditions, together with any applicable service-specific terms.

1.4 Certain services may have additional conditions, including supplier requirements, service descriptions, acceptable-use policies, project specifications, or separate service agreements. Where additional terms apply, we will make them available to you.

1.5 If these terms conflict with a specific written agreement accepted by both parties, the specific agreement will prevail to the extent of the inconsistency. Mandatory requirements under New Zealand law will continue to apply.

1.6 If you are accepting these terms on behalf of a company or other organisation, you confirm that you have the authority to bind that organisation to the agreement.

2. Applications and Provision of Services

2.1 We may assess an application, service request, or order before accepting it. Acceptance may depend on technical feasibility, service availability, credit assessment, supplier approval, site conditions, and other relevant requirements.

2.2 We will take reasonable steps to deliver the agreed services in accordance with the applicable quotation, service description, or order confirmation.

2.3 Some services depend on infrastructure, networks, platforms, or equipment provided by third parties. We cannot guarantee that those third-party services will always be available or perform without interruption.

2.4 Where a service cannot be supplied because of technical limitations, supplier restrictions, or circumstances outside our reasonable control, we will discuss the available alternatives with you. If the service cannot reasonably be delivered, the affected order may be cancelled, subject to any lawful charges for work already completed or costs already incurred.

2.5 Any installation date, activation date, delivery estimate, or project completion date we provide is an estimate unless expressly confirmed in writing as a binding commitment.

2.6 You agree to provide the information, approvals, site access, and cooperation reasonably required for us to deliver the services.

3. Service Availability and Limitations

3.1 We will use reasonable care and skill when supplying our services and take reasonable steps to maintain their availability, subject to the nature of the service and any agreed service levels.

3.2 Unless expressly agreed otherwise in writing, internet connectivity, VoIP, cloud services, remote monitoring, and similar services are supplied on a best-efforts basis.

3.3 Service availability or performance may be affected by circumstances including:

3.4 We may undertake maintenance, upgrades, repairs, or security work where reasonably necessary. Where practicable, we will provide advance notice of planned work that is likely to materially affect your services.

3.5 We do not guarantee that a service will be uninterrupted, error-free, suitable for every intended application, or compatible with every device or third-party system unless we have expressly agreed to that requirement in writing.

3.6 Any service-level commitment, uptime target, restoration timeframe, or performance guarantee must be expressly documented in the applicable service agreement.

3.7 Emergency Calling and Voice Services

Where we provide VoIP or other internet-based telephone services:

a. You acknowledge that emergency calling may depend on power, internet connectivity, the operation of your equipment, and the availability of the underlying communications network.

b. Emergency calling may be unavailable or impaired during an outage, power failure, service suspension, or equipment failure.

c. You must not assume that a VoIP telephone will function during a power or internet outage. Where reliable emergency calling is essential, you should maintain an appropriate alternative means of communication.

d. You must tell us if you intend to use a voice service with alarms, medical alert equipment, fax machines, lift phones, security systems, or other specialist equipment so that compatibility can be assessed.

e. We will explain any material emergency-calling limitations applicable to the service we provide. We will comply with the telecommunications requirements applicable to us.

4. Charges, Billing and Payment Arrangements

4.1 Applicable Charges

The charges for your services will be set out in a quotation, order confirmation, service plan, price list, or other written agreement.

Charges may include:

Unless expressly stated otherwise, prices are in New Zealand dollars.

4.2 Flexible Payment Arrangements

The Connectivity Kiwi offers payment arrangements appropriate to the service and the customer's circumstances. The applicable arrangement will be confirmed when an order is accepted or an account is established.

Depending on the agreement, payment may be structured as:

a. Advance payment: Charges are payable before a service is activated, equipment is ordered, or work commences.

b. Recurring billing: Subscription or service fees are invoiced in advance or in arrears, as agreed.

c. Usage-based billing: Calls, data, additional usage, or other variable charges are calculated and invoiced according to actual usage or the applicable pricing method.

d. Credit account: Approved customers may be invoiced periodically and required to pay within the credit period specified on their invoice or account agreement.

e. Deposits and staged payments: Projects, installations, equipment purchases, or larger orders may require an initial deposit and further payments at agreed milestones.

f. Project-based billing: Consulting, design, installation, remedial work, and other project services may be charged at a fixed price, on a time-and-materials basis, or according to agreed milestones.

g. Other agreed arrangements: Any alternative payment schedule accepted by both parties in writing.

4.3 Your quotation, service order, invoice, or written account agreement will identify the applicable payment method and timing. No single payment arrangement automatically applies to every service.

4.4 Invoices and Payment Due Dates

4.4.1 Invoices must be paid by the due date stated on the invoice or otherwise agreed in writing.

4.4.2 You are responsible for checking your invoices and promptly notifying us of any apparent errors.

4.4.3 If you dispute an invoice, you must notify us in writing as soon as reasonably practicable, identifying the disputed amount and explaining the reason for the dispute.

4.4.4 You must pay any undisputed portion of an invoice by the original due date. Both parties will work in good faith to resolve the disputed amount.

4.4.5 If you require a purchase order or other internal approval before payment, you must advise us of that requirement when placing your order. An internal processing delay does not automatically change an agreed payment due date.

4.5 Overdue Accounts

4.5.1 If an amount remains unpaid after its due date, we may contact you to request payment and discuss an appropriate resolution.

4.5.2 Where permitted by law and the applicable agreement, we may charge reasonable late-payment interest or recover reasonable costs incurred in pursuing overdue amounts, provided the applicable basis for those charges has been disclosed.

4.5.3 If an account remains overdue, we may restrict, suspend, or terminate affected services in accordance with these terms and any applicable legal or regulatory requirements.

4.5.4 Before suspending a service for non-payment, we will provide reasonable notice where practicable and legally required, taking account of the circumstances and the nature of the service.

4.5.5 You remain responsible for legitimate charges incurred before suspension or termination, including any applicable contractual commitments or agreed termination charges.

4.6 Deposits and Project Payments

4.6.1 We may require a deposit before purchasing equipment, engaging subcontractors, reserving installation dates, or commencing project work.

4.6.2 For larger projects, the quotation may specify staged payments linked to design approval, equipment procurement, installation milestones, commissioning, or completion.

4.6.3 We will explain any non-refundable supplier commitments or other costs that may arise if you cancel after work has commenced or materials have been ordered.

4.6.4 Any deposit, cancellation fee, or amount retained following cancellation will be subject to the applicable agreement and New Zealand law.

4.7 Changes to Pricing

4.7.1 We may review our pricing from time to time.

4.7.2 Where a change affects an existing service, we will provide reasonable advance notice where practicable and comply with any notice requirements under the applicable agreement or law.

4.7.3 Changes imposed by third-party providers, network operators, software vendors, or other suppliers may affect the cost of services we provide.

4.7.4 Where a material price change affects your ongoing service, we will explain the change and any applicable options for continuing or cancelling the affected service.

4.8 Refunds and Account Credits

4.8.1 Refunds, account credits, and adjustments will be assessed according to the applicable service agreement, the circumstances giving rise to the request, and any rights you have under New Zealand law.

4.8.2 Any refund or credit for prepaid services will be calculated according to the applicable cancellation terms and any legitimate charges or commitments incurred.

4.8.3 Where services are billed in arrears, charges properly incurred up to the effective cancellation date remain payable.

4.8.4 We will not apply a blanket exclusion of refunds where a refund is required by law or otherwise agreed in writing.

4.8.5 If an account has a remaining credit balance, we may contact you to arrange its application or repayment. Any treatment of unclaimed or inactive account balances will be subject to applicable law and reasonable notice.

5. Acceptable Use and Customer Responsibilities

5.1 You must use our services lawfully and in accordance with these terms, the applicable service description, and any reasonable usage requirements notified to you.

5.2 You must not use, or allow others to use, our services to:

5.3 You must provide accurate information when ordering services and keep your contact, billing, and account information up to date.

5.4 You are responsible for the appropriate use of your account, including use by employees, family members, contractors, or other persons you authorise to access the service.

5.5 You must take reasonable steps to protect your passwords, access credentials, PINs, administrative accounts, and other security information.

5.6 You must notify us promptly if you suspect that an account, password, telephone service, or system we manage has been compromised.

5.7 You must not resell, redistribute, or commercially exploit a service unless the relevant service agreement expressly permits it.

5.8 We may investigate suspected misuse and take proportionate action to protect our customers, suppliers, networks, and systems. Depending on the circumstances, this may include requesting information, restricting usage, suspending a service, or terminating an agreement.

5.9 Where practicable, we will notify you and allow a reasonable opportunity to address a suspected breach before restricting a service. Immediate action may be necessary to address security threats, unlawful activity, network harm, or other urgent risks.

6. Reasonable Use of Services

6.1 Some service plans may be subject to reasonable-use conditions, fair-use policies, data limits, call allowances, traffic management, or other usage restrictions.

6.2 Any specific usage limits or fair-use conditions applicable to your plan will be set out in the relevant plan description or service agreement.

6.3 We may review usage where it materially exceeds the expected operating profile of the service, affects network performance, creates a security risk, or is inconsistent with the agreed plan.

6.4 Depending on the plan and the circumstances, excessive or prohibited usage may result in additional charges, traffic management, a recommendation to move to a more suitable plan, or restrictions on the affected service.

6.5 We will provide reasonable information about applicable usage restrictions and any additional charges before they take effect, except where immediate action is reasonably necessary to address a security threat, unlawful activity, or material network risk.

7. Broadband and Internet Services

7.1 Broadband and internet services are subject to technical qualification, infrastructure availability, and the capabilities of the underlying network.

7.2 If a requested connection cannot be provided, we will discuss any available alternatives with you. Where the service cannot be supplied, cancellation and any associated charges will be handled in accordance with the accepted order and applicable law.

7.3 Advertised or quoted connection speeds generally describe the expected or maximum capability of the relevant plan or access technology. Actual speeds may vary due to:

7.4 Unless expressly guaranteed in a written service-level agreement, we do not warrant that a particular internet speed, latency, or throughput will be available at all times.

7.5 We may apply reasonable traffic management or network optimisation measures where necessary to maintain network stability, manage congestion, protect security, or comply with supplier requirements. Any applicable plan-specific restrictions will be disclosed in the relevant service documentation.

7.6 Unlimited data plans, where offered, remain subject to their published conditions and any applicable fair-use restrictions. Unlimited data does not automatically include permission to resell the connection, operate prohibited services, or share it commercially across unrelated customers.

7.7 Where a plan has a specified data allowance, additional usage may incur charges or be subject to speed restrictions, as described in the applicable plan terms.

7.8 We are not responsible for the content, accuracy, legality, or availability of third-party information accessed through the internet. This does not exclude any responsibility that cannot lawfully be excluded.

7.9 You are responsible for maintaining appropriate security on your own devices and networks, including suitable passwords, updates, backups, and protection against malicious software.

8. Voice, VoIP and Telephone Numbers

8.1 Voice and telephone services may depend on internet connectivity, third-party telecommunications networks, software platforms, and compatible equipment.

8.2 Call charges, included minutes, number rental, additional usage, international calls, and other voice-service charges will be determined by the applicable plan or price list.

8.3 You are responsible for calls and other chargeable usage made through your account, subject to any rights you have where usage results from our error, negligence, or a security incident for which we are responsible.

8.4 Telephone numbers allocated to you are provided for use under the applicable service arrangements. Allocation does not ordinarily transfer ownership of the underlying number to you.

8.5 Number availability, retention, transfer, and porting are subject to applicable telecommunications rules, technical requirements, and the procedures of the relevant providers.

8.6 If a number needs to be changed or withdrawn, we will provide notice where reasonably practicable and comply with any applicable legal or regulatory requirements.

8.7 When a service ends, you must cooperate with any reasonable steps required to cease the service, return any applicable equipment, or transfer a telephone number to another provider.

8.8 You should arrange number porting before service termination where continued use of a number is important. Failure to complete a porting request in time may result in the loss of access to the number, subject to applicable requirements.

8.9 Directory listings and the disclosure of subscriber information will be handled in accordance with applicable law, your instructions, and any relevant service arrangements.

9. Telephone Number Porting

9.1 If you ask us to arrange the transfer of telephone numbers from another provider, you authorise us to submit the information and requests reasonably required to process the porting application.

9.2 You confirm that you are authorised to request the transfer of the numbers concerned and that the information you provide is accurate.

9.3 Number transfers depend on the eligibility of the numbers, the accuracy of the supplied information, and the cooperation of the existing provider and other relevant parties.

9.4 We cannot guarantee that a porting request will be accepted or completed by a particular date.

9.5 You remain responsible for any contractual commitments, outstanding charges, or termination obligations you have with your existing provider.

9.6 Transferring a telephone number may affect services associated with that number, including call routing, voicemail, alarms, internet services, or other linked arrangements. You should check the potential impact before approving a transfer.

9.7 We may charge the porting fees stated in the applicable quotation or price list.

9.8 You must notify us promptly if information supplied for a porting request changes or is found to be incorrect.

9.9 If a porting request is delayed, rejected, or unsuccessful, we will provide reasonable assistance within the scope of the service we have agreed to supply.

10. Hardware, Software and Equipment

10.1 We may supply, configure, install, lease, or manage hardware and software as part of our services.

10.2 The quotation or order confirmation will identify any equipment supplied and, where applicable, whether it is purchased, leased, licensed, or provided as part of a managed service.

10.3 Unless otherwise agreed in writing, equipment purchased outright becomes your property once the applicable purchase price has been paid in full, subject to any third-party ownership rights or applicable law.

10.4 Equipment supplied on loan, rental, or lease remains subject to the relevant ownership and return arrangements.

10.5 You must take reasonable care of equipment provided by us and use it in accordance with the applicable instructions.

10.6 You must not tamper with, relocate, modify, or interfere with managed or supplier-owned equipment in a way that could compromise its operation or security without obtaining any necessary approval.

10.7 Manufacturer warranties, software licences, and third-party support conditions may apply to products supplied by us. Where appropriate, we will identify the applicable terms or direct you to the relevant supplier.

10.8 Unless expressly included in the quotation, equipment pricing does not automatically include installation, configuration, training, ongoing support, or maintenance.

10.9 We will explain any material equipment return, warranty, or replacement requirements applicable to the service.

11. Installation, Consulting and Project Work

11.1 Installation, automation, networking, system design, consulting, and project work will be performed according to the agreed quotation, scope of work, or project specification.

11.2 You must provide reasonable access to the premises and ensure that we can safely perform the agreed work.

11.3 You are responsible for obtaining any permissions or approvals that are reasonably within your control, including landlord or property-owner consent where required.

11.4 You must disclose known site conditions that may affect the work, including concealed services, access restrictions, hazardous materials, structural limitations, and existing equipment faults.

11.5 If we discover an unexpected condition or a requirement outside the agreed scope, we may pause the affected work and discuss the available options with you.

11.6 Additional work, materials, labour, or changes to the original scope may be charged separately. Where practicable, we will obtain your approval before undertaking chargeable additional work.

11.7 Installation dates and completion estimates may change due to weather, site readiness, supplier delays, unavailable materials, subcontractor availability, or other circumstances outside our reasonable control.

11.8 We may engage suitably qualified contractors or specialist providers to perform part of the work. We remain responsible for our own contractual obligations to you, subject to the agreed scope and applicable law.

11.9 You must notify us within a reasonable period if you believe completed work does not comply with the agreed scope so that we can investigate and, where appropriate, arrange corrective action.

11.10 Any electrical, plumbing, building, or other regulated work will be undertaken by appropriately authorised or qualified persons where required by New Zealand law.

12. Customer Data, Backups and Security

12.1 You are responsible for maintaining appropriate copies of your business information, files, configurations, and other important data unless backup services are expressly included in your agreement with us.

12.2 Where we provide backup or recovery services, the service scope, retention periods, recovery arrangements, and any limitations will be set out in the relevant service description.

12.3 You should not assume that ordinary internet, hosting, or managed IT services automatically include a backup or disaster-recovery service.

12.4 We will take reasonable steps to protect systems and information within our control, consistent with the services we have agreed to provide.

12.5 You must maintain appropriate access controls and notify us of suspected unauthorised access, malware infections, compromised credentials, or other security incidents affecting systems we manage.

12.6 We do not guarantee that any system or network will be entirely free from security threats. Our obligations remain subject to the express terms of the relevant service agreement and applicable law.

12.7 Where a service requires access to your systems or information, you authorise us to access the relevant systems to the extent reasonably necessary to provide the agreed services.

13. Hosting, Domains and Third-Party Platforms

13.1 Domain registrations, hosting, cloud applications, software subscriptions, and other third-party services may be subject to the terms and conditions of the relevant registrar, platform, or supplier.

13.2 We may act as an intermediary or reseller for certain third-party services. Where this is the case, service availability, renewal procedures, licensing conditions, and technical restrictions may be controlled partly or entirely by the relevant supplier.

13.3 You are responsible for providing accurate domain registration information and ensuring that registration details remain current.

13.4 Domain names are subject to the rules of the relevant registry or registrar. We cannot guarantee the availability, continued registration, or transferability of a particular domain name.

13.5 You must ensure that content hosted or transmitted using our services complies with applicable law and does not infringe the rights of others.

13.6 If a third-party supplier changes, suspends, discontinues, or materially alters a service, we will take reasonable steps to explain the impact and identify any practical alternatives available to us.

13.7 Any renewal fees, licence fees, cancellation charges, or supplier-imposed costs will be handled in accordance with the applicable service agreement and the information provided to you.

14. Suspension and Restriction of Services

14.1 We may suspend, restrict, or limit an affected service where reasonably necessary if:

a. You fail to pay an amount that is due and undisputed.

b. You materially breach these terms or an applicable service agreement.

c. Your use of a service creates a material security risk or threatens the integrity of a network or system.

d. We reasonably suspect fraud, unlawful activity, unauthorised access, or misuse of the service.

e. A supplier, network operator, regulator, or other authorised party requires suspension or restriction.

f. We are required to act to comply with applicable law.

g. An urgent technical issue requires action to protect customers, systems, or infrastructure.

14.2 Where practicable, we will provide notice of the reason for suspension and give you a reasonable opportunity to address the issue before taking action.

14.3 Immediate suspension may be necessary where giving prior notice would increase a security risk, permit continued misuse, or expose us, our customers, or third parties to material harm.

14.4 Where appropriate, we will restore the affected service once the reason for suspension has been resolved and any applicable reinstatement requirements have been met.

14.5 Any reconnection or reinstatement charge must be disclosed in the applicable agreement or otherwise lawfully imposed.

14.6 Suspension does not automatically cancel the underlying agreement or remove your obligation to pay legitimate charges incurred before or during the suspension, where those charges remain payable under the agreement and applicable law.

15. Term, Changes and Cancellation

15.1 A service agreement begins when we accept your order or otherwise confirm that the service has been established.

15.2 The agreement may be for a fixed term, a rolling monthly period, an ongoing arrangement, or a defined project, depending on the applicable quotation or service agreement.

15.3 Unless a minimum term or other commitment has been expressly agreed, ongoing services may be cancelled by either party by providing reasonable written notice, subject to any applicable service-specific conditions.

15.4 If you have agreed to a minimum term, discounted equipment arrangement, fixed-term subscription, or other commitment, cancellation may be subject to the conditions set out in the relevant agreement.

15.5 To cancel a service, you must contact us using the cancellation process or contact details provided in your service documentation or on our website.

15.6 Your cancellation request should identify the account, affected services, requested termination date, and any relevant contact details.

15.7 We may need to verify your identity or authority before processing a cancellation, particularly where telephone numbers, domains, or business-critical services are involved.

15.8 Unless otherwise agreed, you remain responsible for charges properly incurred up to the effective cancellation date and any other amounts payable under the applicable agreement.

15.9 If you cancel a project after work has commenced, you may be responsible for completed work, approved additional work, equipment already supplied, and reasonable costs or supplier commitments incurred in reliance on your order, subject to the agreement and applicable law.

15.10 We may terminate an agreement if you materially breach these terms and fail to remedy the breach within a reasonable period after receiving written notice, where the breach is capable of remedy.

15.11 We may terminate a service without allowing a remedy period where immediate termination is reasonably necessary because of serious misuse, unlawful activity, an unmanageable security risk, or another circumstance justifying immediate action.

15.12 We may discontinue a service for operational, commercial, or supplier-related reasons by giving reasonable notice where practicable and complying with any applicable contractual and legal requirements.

15.13 When a service ends, you must pay outstanding amounts properly due and take reasonable steps to arrange any necessary transfer of telephone numbers, domain names, data, or services to another provider.

15.14 Where appropriate, we will provide reasonable information about service cessation, equipment return, and any available transfer arrangements.

16. Privacy and Personal Information

16.1 We collect, use, store, and disclose personal information as reasonably necessary to establish accounts, supply services, process payments, provide support, maintain security, and meet our legal obligations.

16.2 We will handle personal information in accordance with the New Zealand Privacy Act 2020 and other applicable privacy requirements.

16.3 Information may be shared with relevant network operators, telecommunications carriers, hosting providers, payment processors, software vendors, installation contractors, and other service partners where reasonably necessary to deliver the services or fulfil a legitimate operational or legal requirement.

16.4 We will take reasonable steps to ensure that personal information is handled appropriately by parties acting on our behalf, where required by law.

16.5 You must ensure that you have the necessary authority to provide personal information relating to other individuals when requesting services on their behalf.

16.6 We will not treat your agreement to these terms as unlimited permission to use personal information for unrelated purposes.

16.7 Further information about our information-handling practices should be set out in our Privacy Policy, which will be made available through our website or on request.

Privacy Policy: [Included below.]

17. Liability and Consumer Rights

17.1 Nothing in these terms excludes, restricts, or modifies any right, remedy, guarantee, or obligation that cannot lawfully be excluded, restricted, or modified under New Zealand law.

17.2 We will exercise reasonable care and skill in providing the services we have agreed to supply, subject to the applicable agreement and any limitations permitted by law.

17.3 To the extent permitted by law, we are not responsible for a failure or delay caused by circumstances outside our reasonable control, including third-party network failures, power interruptions, natural disasters, supplier outages, or government restrictions.

17.4 Where permitted by law, we are not responsible for indirect or consequential losses arising from a service interruption or failure, such as loss of anticipated profits, business opportunities, or revenue, except to the extent that such loss is recoverable under applicable law or the parties have expressly agreed otherwise in writing.

17.5 We are not responsible for failures attributable to customer equipment, incorrect customer configurations, unauthorised modifications, or third-party systems outside our control, except to the extent that we are responsible under the applicable agreement or law.

17.6 We do not guarantee that information transmitted over a communications network will always be delivered without delay, interception, corruption, or loss. This clause does not remove any security or privacy obligations imposed on us by law.

17.7 Where we are legally liable to you for a loss, any limitation of liability must be applied consistently with the nature of the claim, the relevant agreement, and applicable New Zealand law.

17.8 Where the law permits a contractual liability cap, the applicable service agreement may specify a reasonable limit reflecting the service fees, the nature of the service, and the risks accepted by the parties. Any such cap must be expressly stated in the relevant agreement and will not apply where prohibited by law.

17.9 We are not liable for charges imposed by an alternative service provider you choose to use during an interruption, unless we have expressly agreed to reimburse those charges or applicable law requires otherwise.

17.10 Consumer Protections

17.10.1 If you acquire services for personal, domestic, or household use, you may have rights under the Consumer Guarantees Act 1993 and other applicable consumer protection legislation.

17.10.2 Where the Consumer Guarantees Act applies, nothing in these terms is intended to exclude or restrict your statutory rights.

17.10.3 Where services are acquired for business purposes, any exclusion of statutory consumer guarantees will apply only where legally permitted and where the relevant statutory requirements for exclusion have been satisfied.

17.10.4 Nothing in these terms excludes liability for fraud, deliberate misconduct, or any other matter where exclusion is prohibited by law.

18. Changes to Services and Terms

18.1 We may update these terms from time to time to reflect changes in our business, services, supplier arrangements, technology, or legal requirements.

18.2 Where a change materially affects an existing customer, we will provide reasonable notice by email, through our website, or by another appropriate communication method, subject to any applicable legal requirements.

18.3 Where a change materially disadvantages you, we will explain the change and any available options, including cancellation where applicable under the agreement or law.

18.4 A change to these general terms does not automatically override a separate written agreement that expressly provides otherwise.

18.5 Updated terms will identify their effective date and will be made available through our website or on request.

19. Communications and Notices

19.1 We may communicate with you by email, telephone, text message, our customer support system, or other contact method agreed between us.

19.2 You must provide accurate contact details and promptly advise us of any changes that may affect service delivery, account management, billing, or urgent communications.

19.3 We may send invoices, service updates, maintenance notifications, security notices, and other account communications to the contact details you have provided.

19.4 You should regularly check the email account nominated for service communications and ensure that messages from us can be received.

19.5 Notices will be treated as delivered in accordance with the applicable agreement and New Zealand law. Important notices will be sent using a method reasonably appropriate to their purpose.

19.6 You should contact us promptly if you believe you have missed an important notice affecting your service or account.

20. Disputes and Complaints

20.1 If you are dissatisfied with a service, invoice, or other aspect of our business, please contact us and explain the issue.

20.2 We will review complaints in good faith and make reasonable efforts to resolve them promptly.

20.3 Where a dispute relates to an invoice, you must identify the disputed amount and continue paying any undisputed amount by its due date.

20.4 If a complaint cannot be resolved directly, either party may pursue any dispute-resolution process available under the applicable agreement or New Zealand law.

20.5 Nothing in this clause prevents either party from seeking urgent legal relief or exercising a statutory right.

21. Events Beyond Our Control

21.1 Neither party will be treated as having breached the agreement to the extent that performance is prevented or materially delayed by an event beyond that party's reasonable control.

21.2 Such events may include natural disasters, severe weather, widespread telecommunications failures, power outages, industrial disputes, public emergencies, government action, cyber incidents affecting essential infrastructure, or significant supplier failures.

21.3 The affected party must take reasonable steps to reduce the impact of the event and resume performance when reasonably possible.

21.4 If the event materially prevents a service from being supplied for an extended period, the parties will discuss practical alternatives or termination arrangements, subject to the agreement and applicable law.

22. General Provisions

22.1 These terms, together with the applicable quotation, service order, service description, and any additional written agreement, form the agreement governing the services supplied by us.

22.2 If a provision is found to be unlawful or unenforceable, it will be treated as modified or severed to the minimum extent necessary, without affecting the remaining provisions.

22.3 A failure or delay by either party in exercising a right does not necessarily amount to a waiver of that right.

22.4 You may not transfer your rights or obligations under an agreement without our prior written consent, which must not be unreasonably withheld where applicable law requires otherwise.

22.5 We may transfer or subcontract aspects of our business or service delivery, provided that doing so does not remove obligations we owe you under the agreement or applicable law.

22.6 These terms are governed by the laws of New Zealand. The parties submit to the jurisdiction of the New Zealand courts, subject to any applicable statutory dispute-resolution or tribunal jurisdiction.


Schedule A: Broadband Service Conditions

This schedule applies where The Connectivity Kiwi supplies broadband or internet connectivity.

A1. Service Qualification

Connections are subject to availability, technical assessment, infrastructure capacity, and any requirements imposed by the relevant network operator.

A2. Speeds and Performance

Any quoted speed is subject to the limitations described in clause 7. Actual performance will depend on the access technology, network conditions, equipment, and other factors outside our direct control.

A3. Data Allowances

Your service plan will specify whether the connection has a data allowance, an unlimited-data arrangement, or another usage model.

Any excess-data charges, additional data packages, traffic management, or speed restrictions will be identified in the applicable plan description.

A4. Installation

Standard installation charges cover only the work specified in the relevant quotation or plan.

Additional charges may apply to non-standard cabling, complex installations, civil works, special access requirements, additional hardware, or work outside the original scope. We will explain material additional charges and seek approval where reasonably practicable before proceeding.

A5. Billing and Cancellation

Broadband may be billed in advance, in arrears, or according to another agreed payment arrangement.

Any minimum term, notice period, equipment commitment, or cancellation charge will be specified in the relevant service agreement. The absence of a prepaid balance will not automatically determine whether the service can be suspended or cancelled.

A6. Customer Equipment

You are responsible for customer-owned routers, computers, wireless access points, and other equipment unless we have expressly agreed to supply or manage them.

Where we provide managed equipment, any ownership, maintenance, replacement, and return obligations will be set out in the relevant agreement.


Schedule B: Telephone Number Porting Authorisation

This schedule applies when you ask The Connectivity Kiwi to arrange the transfer of telephone numbers from another provider.

By submitting or approving a porting request, you confirm that:


Schedule C: Managed IT, Automation and Installation Services

This schedule applies to consulting, system design, IT support, managed services, networking, automation, and installation work supplied by The Connectivity Kiwi.

C1. Scope of Work

The applicable quotation or statement of work will describe the services, deliverables, equipment, assumptions, exclusions, and pricing agreed between the parties.

C2. Changes to Scope

Work outside the agreed scope may require a revised quotation, written approval, or a separate work order.

C3. Customer Cooperation

You must provide reasonable access to premises, equipment, systems, and information required to complete the agreed work.

C4. Third-Party Products

Products, software, licences, and platforms supplied by third parties remain subject to the relevant manufacturer's or supplier's conditions.

C5. Existing Systems

Unless expressly included in the scope, we are not responsible for defects in pre-existing equipment, undocumented configurations, legacy systems, or third-party installations that we did not supply or agree to maintain.

Where an issue is discovered during the work, we will explain its likely effect and any additional work required where reasonably practicable.

C6. Completion and Handover

Where appropriate, we will confirm when the agreed work has been completed and provide relevant configuration details, documentation, or handover information included in the quotation.

C7. Warranty and Support

Any installation warranty, workmanship commitment, equipment warranty, or ongoing support arrangement will be described in the applicable quotation or service agreement.

Nothing in this schedule limits any rights you have under applicable law.