Lightwire Mobile
Terms & Conditions
Section 1 – Introduction and Scope
1.1 About these Terms
These Terms and Conditions apply to all mobile services we supply to you, including calls, TXTs, data, mobile broadband, roaming, SIMs/eSIMs, and device repayment plans (together, the Mobile Services). Other products or services we supply may have separate terms.
1.2 Structure of our Agreement
Our Agreement with you includes:
a) Our General Terms;
b) These Product Specific Terms for Mobile Services; and
c) the Plan Terms for your chosen plan.
If there is any inconsistency, the Product Specific Terms take priority over the General Terms, and the Plan Terms take priority over both.
1.3 When our Agreement starts
This Agreement starts on the earlier of the date you purchase a Pay Monthly Plan or the first date you use our Mobile Services.
Unless we tell you otherwise, our Mobile Services are supplied on an open-term (month-to-month) basis. You may end an open-term Plan by giving us notice in line with clause 1.8. Some Plans, services or add-ons (including device repayment plans or promotional bundles) may have a Minimum Term. If a Minimum Term applies, this will be clearly stated in your Plan Terms, and early termination Charges may apply if you end your Plan before that Minimum Term finishes (see Section 17 for details on how these Charges are calculated).
1.4 Changes to Charges and Plans (upstream pass-through)
a) We may change or add Charges (whether fixed, recurring, or otherwise) or change Plans where our mobile network provider makes changes that affect us, or where required by law or regulation.
b) Where reasonably possible, we will give you at least 20 Business Days’ written notice if we reasonably consider a change is likely to have a material detrimental effect on you. Neutral or beneficial changes may occur without notice.
c) If we increase your recurring fixed Charges in a way that materially disadvantages you, you may end the affected Plan early without paying early termination Charges. To do this, you must: notify us in writing within 20 Business Days of our notice; and reasonably demonstrate that the change is materially detrimental to you.
d) To avoid the changed Charges applying before termination takes effect, you may need to notify us immediately on receipt of our notice. If you do not give notice within the required timeframe, the change will be treated as accepted.
e) The right to terminate in clause 1.4(c) applies only to recurring fixed Charges. For any other changes or additions to Charges (for example, usage rates or Add-Ons), you may terminate the affected Plan by giving us 30 days’ written notice under clause 1.8. You will remain liable for all Charges during the 30-day notice period, even if you request an earlier disconnection.
f) If you terminate under clause 1.8 during a Minimum Term, early termination Charges may apply (see Section 17). These Charges will not apply if you terminate under clause 1.4(c) because of a material detrimental increase in recurring fixed Charges.
1.5 Advance payments and security
We may require advance payments, a security deposit, or restrict/suspend Services if we reasonably believe you may not meet your payment obligations.
1.6 Numbers, SIMs and eSIMsa) All numbers, SIMs and eSIMs remain our property or that of our mobile network provider. You do not own any number allocated to you.
b) We may change your number at any time if required (including by our mobile network provider or for regulatory reasons).
c) You must not sell, transfer, or otherwise deal in numbers, SIMs or eSIMs.
1.7 Suspension
Our rights to suspend or terminate services are set out in Section 16 of these Terms.
1.8 Termination
Termination by Us
a) We may terminate Services or this Agreement in line with the rights our mobile network provider gives us, including where the Service is withdrawn, is no longer commercially viable, or is required by a regulatory event.
b) We may also terminate Services or this Agreement by giving you not less than 30 days’ written notice (subject to any Minimum Term and any applicable early termination Charges under Section 17).
c) Either party may terminate immediately for serious breach, insolvency, or similar events.
Termination by You
d) You may terminate your Plan by giving us 30 days’ written notice, unless your Plan has a Minimum Term.
e) If you request disconnection earlier than the end of the 30-day notice period, your Mobile Services may be disconnected sooner, but you will still be required to pay for the full 30-day notice period.
f) If you terminate your Plan before the end of a Minimum Term, you must pay any applicable early termination Charges (see Section 17), unless you are ending your Plan due to a material detrimental change to recurring fixed Charges as described in clause 1.4.
1.9 Resale
You must not resell, wholesale, re-supply or on-sell Lightwire Mobile Services and Plans to any third party.
1.10 Service levels
We do not guarantee any service levels above those stated in these Terms or Plan Specific terms. Any stated service levels are targets only unless expressly guaranteed.
1.11 Compliance with law and codes
Both you and we must comply with all applicable New Zealand laws and regulations. We also comply with industry codes issued by the New Zealand Telecommunications Forum (TCF), including the Emergency Calling Code, the Mobile Number Portability Code, and the Customer Transfer Code.
1.12 Force Majeure
We are not responsible for any failure or delay in providing the Services caused by events outside our reasonable control (including acts of God, natural disasters, strikes, network or power outages, or actions of regulatory or governmental authorities).
1.13 Assignment
You may not assign or transfer your rights or obligations under this Agreement without our prior written consent. We may assign or transfer any of our rights or obligations under this Agreement, provided this does not materially disadvantage you.
1.14 Severability
If any part of this Agreement is found to be invalid, illegal, or unenforceable, the remainder will continue in full force and effect.
1.15 Waiver
Any failure or delay by us in exercising a right under this Agreement will not constitute a waiver of that right.
1.16 Governing law
This Agreement is governed by New Zealand law. You and we submit to the exclusive jurisdiction of the New Zealand courts.
Section 2 – Allowances and Out-of-Bundle Rates
2.1 If you are on a Lightwire Mobile Plan, you receive an allowance of data, minutes and text messages (TXTs), plus any Add-Ons you select.
2.2 For usage not covered by your allowances, our current and retired Plan rates (published on our website) apply.
2.3 “Minutes” and “TXTs” mean standard person-to-person calls and messages to standard New Zealand local and mobile numbers. Premium, special or non-standard numbers (e.g., 0900, voicemail, MMS, audio conference services, short codes, satellite ranges and pager numbers) are excluded and billed separately.
2.4 Mobile Services are for normal personal or business use. You must not use them for multiple simultaneous calling, resale or resupply, call centres, telemarketing, bulk messaging, application-to-person communication, continuous call forwarding, auto-dialling, machine-to-machine communications, Cellular Trunking Units (CTUs/simboxes), spamming, scamming, phishing or any non-standard or fraudulent use (as reasonably determined by us or our mobile network provider).
Section 3 – Porting
3.1 If you ask us to port a number to Lightwire, you confirm that:
a) you are the account holder or authorised representative of that number;
b) porting ends your current provider’s service and you are responsible for any porting or early termination charges payable to them;
c) you are responsible for all costs associated with porting;
d) services available with your old provider may not be available with Lightwire;
e) we may decline to port if we reasonably believe the request is fraudulent or unlawful;
f) we are not liable for any loss from failure or delay in porting; and
g) you authorise us to arrange the port.Section 4 – Mobile Broadband Data Only Services4.1 Data Measurementa) Data is measured in 10KB blocks.
b) Usage is rounded up at the end of each data session, or every 20 minutes, whichever happens first, with a minimum charge of 10KB.
c) Usage outside your data allowance is charged at the per-MB rate set out in your Plan Terms.
4.2 Unused Data
Any unused data at the end of a billing month will not carry over to the following month.
4.3 Geographic Restrictions
Mobile Broadband is designed for use within New Zealand only. It is not available for roaming or use on overseas networks.
4.4 Service Nature
Mobile Broadband uses our mobile network provider’s mobile network (4G/5G) and is subject to the same coverage limitations described in Section 7. Service quality may vary depending on network coverage, congestion, device capability, and other factors outside our control.
Section 5 – Calling and Messaging Rates
5.1 Standard and Special Calls
a) Your Plan includes calls to standard local and mobile numbers in New Zealand, unless we state otherwise.
b) Some calls are not included in your Plan allowances and may be charged at higher or additional rates. These include calls to 0900 numbers, calling card access
numbers, audio conference services, satellite numbers, pager numbers, voicemail, and other special or premium numbers.
c) Rates for these calls are set either by us or the relevant service provider. Current rates are published on our website, and you are responsible for checking them before making such calls.
d) Calls are charged at the rate that applies when the call starts.
e) Each call has a one-minute minimum charge. Calls are then rounded up and charged by the minute, unless we state otherwise (for example, a call lasting 1 minute and 40 seconds will be charged as 2 minutes).
f) For voicemail, we may limit the number and length of messages that can be stored.5.2 Text Messages (SMS)a) A single SMS can contain up to 160 standard characters. If you go over this, most devices automatically split your message into multiple segments of up to 153 characters each. You will be charged your standard SMS rate for each segment sent.
b) If you use non-standard characters such as emojis, emoticons, or non-English alphabets, the maximum length is 70 characters per message, with segments of up to 67 characters.
c) Depending on your device, a long SMS may be converted into a picture message (MMS). If this happens, you will be charged at the applicable MMS rate.
5.3 Picture Messages (MMS)
Picture messages are not included in standard SMS allowances and will be charged at the MMS rate published in your Plan Terms.Section 6 – SIMs, Numbers, and Ownership
6.1 Responsibility for Use
You are responsible for all charges and for calls, messages, or data made using the SIM issued to you until we deactivate it. Removing the SIM from your device does not deactivate the SIM.
6.2 Permitted Use
You must not use a SIM or eSIM:
a) for machine-to-machine communication;
b) in equipment designed to avoid or bypass normal network usage (including Cellular Trunking Units, SIM boxes, or similar devices); or
c) in any way that breaches these Terms or the law.
The SIM can only be used to access our mobile services.
6.3 Security
To protect against unauthorised use, we recommend you set a PIN on your SIM. If your SIM PIN is entered incorrectly three times in a row, you will need the PUK code. Incorrectly entering the PUK code more than seven times will permanently destroy the SIM, and you will need to purchase a new one.
6.4 Lost or Stolen SIMs
If your SIM or mobile device is lost or stolen, you must contact our Support Team immediately so we can prevent further use and cancel any auto top-ups or renewals. You will remain responsible for charges until you notify us. Replacement SIMs may attract a fee.
6.5 Ownership of SIMs and Numbers
a) Any SIM, eSIM, phone number, or other identifier we allocate to you remains our property or that of our mobile network provider. You do not own these items and you cannot sell, assign, or transfer them except as permitted by us or required by law.
b) We may change your number or other identifiers if required by our mobile network provider, by law, or for operational or technical reasons. Where practicable, we will give you notice, but changes may sometimes occur without notice.
c) If you port your number to another provider, your services with us will end and any applicable early termination charges may apply.Section 7 – Mobile Coverage and Services
7.1 Coverage Limitations
Coverage depends on many factors, including radio interference, geographic conditions, buildings, network congestion, outages, maintenance, and your mobile device. As a result, you may not receive all Mobile Services in all areas or at all times.
7.2 No Guarantee of Availability
We do not guarantee that Mobile Services will always be available, uninterrupted, or fault-free. Service quality may vary depending on location, network conditions, and factors beyond our control.
7.3 Network Management
We and our mobile network provider may apply traffic management or prioritisation policies at any time if we reasonably consider it necessary for the overall performance of the network.
7.4 Voicemail and Messaging Services
a) Voicemail is part of the Mobile Services we provide. You are responsible for setting and protecting your own voicemail PIN.
b) We may limit the number or duration of messages that can be stored in your voicemail inbox.
c) You are also responsible for setting secure passwords for any email or messaging services available through your Mobile Services.
7.5 Third-Party Services
Some services are provided through or rely on third-party networks or systems (for example, when you roam or use certain apps). We cannot guarantee the security, availability, or quality of those services.
7.6 VoIP Services
We do not support third-party Voice over Internet Protocol (VoIP) services. We cannot guarantee that such services will work on our Mobile Services or that any access currently available will continue.Section 8 – Using Services Outside New Zealand (Roaming)
8.1 Acceptance
By using roaming, you accept these terms. Roaming terms may change from time to time in line with our General Terms.
8.2 Service Outside New Zealand
a) Roaming is provided through overseas carriers, whose terms and conditions apply in addition to ours.
b) We and our mobile network provider do not guarantee the quality, coverage, or availability of roaming services.
c) Network technology differs overseas. 3G networks are being phased out worldwide, and 5G may not be available in some destinations, which may limit your access to services.
8.3 Charges and Payment
a) You are responsible for all roaming charges incurred while overseas, including charges passed on by overseas carriers.
b) Roaming charges are in addition to your monthly plan charges.
c) Charges may be delayed due to overseas billing processes. This does not affect our right to charge you or your obligation to pay.
d) Our Fair Use Policy applies when you are roaming.
8.4 Daily Roaming
If you are on an eligible Pay Monthly Plan and travel to a Daily Roaming destination, you may use your plan allowances for a daily fee.
a) The daily fee is triggered when you make or receive a call (including voicemail), send a text, or use mobile data (including background app data).
b) A day runs from 00:00 to 23:59 New Zealand time.
c) The charge applies per device, per day.
d) Daily Roaming is only available to customers who normally reside in New Zealand.
e) Daily Roaming can be used for up to 90 consecutive days at a time in eligible destinations.
f) Current destinations, eligible plans, and pricing are available on our Roaming Page.
8.5 Other Roaming Destinations
If you travel to a country not covered by Daily Roaming, different roaming charges apply. You may purchase an Overseas Roaming Add-On for data use. If you do not purchase an Add-On, casual roaming rates will apply. Details of current Add-Ons, pricing, and destination zones are available on our Roaming Page.
8.6 Maritime and In-Flight Roaming
a) Roaming may be available on selected airlines and cruise liners at separate rates.
b) Data is not included in Daily Roaming and is charged by the airline or cruise operator.
c) Current details are published on our Roaming Page.
8.7 Notifications
You may receive a welcome TXT or notification on arrival in a roaming country with information about available roaming options.
8.8 Liability
As roaming relies on overseas networks that we do not control, we are not responsible for: any failure, suspension, or delay in those networks; coverage quality or network performance; or surcharges or conditions imposed by overseas carriers.
Section 9 – Security
9.1 Your Responsibilities
a) You must keep your mobile device and SIM secure at all times.
b) We recommend that you use the security features provided with your device or SIM, such as a PIN or password, to restrict unauthorised access.
c) You are responsible for all use of your mobile services until you notify us that your device or SIM has been lost, stolen, or compromised.
9.2 Lost or Stolen Devices
a) If your device or SIM is lost or stolen, you must contact our Support Team immediately so we can block access to the services.
b) We may charge a replacement fee for a new SIM.
c) You are responsible for any charges incurred up until the time you notify us.
9.3 SIM Protection
a) If the SIM PIN is entered incorrectly three times, a PUK code will be required.
b) If the PUK code is entered incorrectly more than seven times, the SIM will be permanently disabled and you must purchase a replacement SIM.
9.4 Online and Third-Party Services
a) Some mobile services are provided through the internet or third-party systems. While we and our mobile network provider take steps to maintain security, we cannot guarantee that information you send or receive will always be secure.
b) We do not control, and are not responsible for, the security or content of information that passes over third-party networks or the internet.
9.5 Liability
We are not responsible for any loss or damage you suffer as a result of: the loss, theft, or damage of your device or SIM; unauthorised use of your device, SIM, or services; or security breaches occurring on third-party networks or systems.
Section 10 – Support Charges
10.1 Chargeable Support
We may charge you for certain in-person technical support or administrative services. These may include, but are not limited to: device tutorials; personalisation or configuration of device settings; non-fault related support that is outside our standard service obligations.
10.2 Standard Support
Support that relates to faults with our services or SIM cards is generally provided at no additional charge.
10.3 Rates
If charges apply, we will notify you of the applicable rate before the service is provided. Current support charges may be published on our website.
Section 11 – Accessing Emergency Services (111)
11.1 Calling 111
If you need urgent help from the Police, Fire Service, Ambulance, or another emergency service, dial 111 and you will be connected to the emergency operator.
11.2 Emergency Use Only
The 111 number is for emergencies only. You must not use it for non-urgent matters.
11.3 Information Provided to Emergency Services
When you call 111 from your mobile device, information is automatically provided to the emergency services, which may include: your phone number; your location information (where available); and the IMSI (the unique identifier of your SIM on the mobile network).
11.4 Location and Availability
a) Location information is derived from mobile network data and may not always be accurate.
b) Mobile coverage is required to make a 111 call. If you are outside coverage, the call may not connect.
c) If your device does not have a SIM, it may still attempt to connect to emergency services using any available mobile network, but connection cannot be guaranteed.
11.5 VoIP and Third-Party Services
If you use Voice over Internet Protocol (VoIP) or other third-party calling applications, your ability to reach 111 may depend on the availability of broadband or internet services. Calls through such applications may not provide location information to the emergency operator.
11.6 Emergency Calling Code
We are a signatory to the Telecommunications Forum (TCF) Emergency Calling Code. If you believe we are not complying with this Code, you may raise the matter with us. Details on how to do this, and about the independent dispute resolution service (TDR), are available on our website.
Section 12 – Fair Use Policy
12.1 Who this Policy Applies To
This Fair Use Policy applies to all customers who sign up for Lightwire Mobile Services.
12.2 Purpose & Network Protection
We and our mobile network provider apply this policy to ensure that eligible customers can access the services and to maintain quality and reliability of the network.
12.3 What is Excessive or Unreasonable Use
a) We assess usage against average customer profiles and your plan’s data, voice, and text allowances.
b) If your usage in a month materially exceeds those typical patterns, or is inconsistent with normal usage (personal or business), or is likely to damage or negatively impact network operation, we may consider it excessive or unreasonable.
12.4 Excluded Uses
You must not use the services in a way that is excluded under this policy. Such excluded activities include, but are not limited to: autodialling, robocalling; continuously forwarding calls; telemarketing, call centre operations; bulk or application-to-person messaging; use of Cellular Trunking Units (CTUs) / SIM boxes; or any other misuse or resupply of the services, as reasonably determined by us or our mobile network provider.
12.5 When Action May Be Taken
If your usage is deemed excessive or unreasonable under this policy, we may:
a) Contact you to advise that your usage is in breach of this policy and request that you reduce or alter usage;
b) If usage continues after our request, without further notice, restrict, suspend, or cancel your access to some or all of the services;
c) Possibly apply additional charges for the excessive portion of usage, if such charges are clearly published or described in your plan terms.
12.6 Notifications and Transparency
a) We will endeavor to notify you in advance if possible, when we believe you are in breach of this policy.
b) Where relevant, we will publish or make available information about what amounts of usage are typical, what is excluded, and what your obligations are.
c) You can find current Fair Use details (average usage, limits, excluded activities) on our website.
Section 13 – Dispute Resolution
13.1 Raising a Complaint with Us
If you have a concern or complaint about your service, please contact us first. We will work with you to resolve it as quickly and fairly as possible. Information on how to make a complaint is available on our website or by contacting our Support Team.
13.2 Escalation
If we cannot resolve your complaint to your satisfaction, you may ask for it to be escalated to a senior member of our team for review.
13.3 Telecommunications Dispute Resolution (TDR)
Lightwire is a member of the independent Telecommunications Dispute Resolution Scheme (TDR). If your complaint is not resolved through our internal process, you may take your complaint to the TDR. The TDR provides a free and independent service to help customers resolve disputes with telecommunications providers. The TDR can consider complaints about many aspects of our services, but some matters may fall outside its scope (for example, certain commercial arrangements with business customers). The TDR will advise you if your complaint is not covered.
13.4 Contact Details
Information on how to contact the TDR, including its terms and scope, can be found at www.tdr.org.nz or by phoning 0508 98 98 98.
13.5 No Impact on Legal Rights
Using the TDR scheme does not remove your right to seek remedies through the courts or other legal channels.
Section 14 – Liability and Indemnity
14.1 No Guarantees of Service
a) We do not guarantee that our services, or those provided by our mobile network provider, will always be available, uninterrupted, or free from faults.
b) Service levels may be affected by factors outside our control, including network congestion, maintenance, technical issues, or actions taken by our mobile network provider.
14.2 Exclusion of Liability
To the maximum extent permitted by New Zealand law:
a) We are not responsible for any loss or damage (whether direct, indirect, or consequential) that you suffer as a result of: interruptions, delays, or unavailability of the services; faults or failures in equipment, systems, or networks not owned or controlled by us; suspension, restriction, or withdrawal of services by our mobile network provider; or your use of the services in a way that is not permitted by this Agreement.
b) Nothing in this Agreement limits any rights you may have under the Consumer Guarantees Act 1993 (CGA) if you are a consumer, or under the Fair Trading Act 1986 (FTA).
14.3 Limitation of Liability
a) If we are found liable to you for any reason, our total liability (whether in contract, tort, or otherwise) is limited to: the total amount of charges you have paid us for the services in the 3 months immediately before the event giving rise to the claim; or $5,000, whichever is lower.
b) This limitation does not apply to liability we cannot exclude or limit under New Zealand law.
14.4 Indemnity
You agree to indemnify us for any loss, damage, or costs (including legal costs) we suffer as a result of:
a) your breach of this Agreement;
b) your misuse of the services; or
c) claims made against us by our mobile network provider or third parties because of your actions or omissions.
14.5 Business Customers
If you use our services for business purposes, you agree that the CGA does not apply.
Section 15 – Privacy and Data Use
15.1 Collection of Information
We collect personal information about you when you sign up for our services, use our services, or communicate with us. This may include information such as your name, contact details, payment information, call records, data usage, and device information.
15.2 Use of Information
We use your information to:
a) provide and manage your services;
b) process payments and manage your account;
c) improve and develop our products and services;
d) meet our legal and regulatory obligations; and
e) communicate with you about your services, including service updates, security matters, and marketing (unless you opt out of marketing).
15.3 Sharing with Our Mobile Network Provider
a) As part of providing services to you, we may share information with our mobile network provider.
b) You acknowledge and agree that our mobile network provider may collect, store, process, and use de-identified and/or aggregated information about your use of the services and network.
c) This information may be used for purposes such as enhancing and developing services, products, and networks, and for data analysis, machine learning, and analytics (including generative AI training).
15.4 Other Sharing of Information
We may also share your information with:
a) trusted service providers who support us in delivering our services;
b) credit reference and fraud prevention agencies;
c) law enforcement, regulators, or other agencies where required by law; and
d) anyone you authorise us to share your information with.
15.5 International Use
When you use roaming services, your personal information may be shared with overseas network operators. Those operators’ privacy practices may differ from New Zealand standards, and we are not responsible for how they handle your information.
15.6 Customer Rights
You have the right to access and request correction of your personal information in accordance with the Privacy Act 2020. To do so, please contact our Support Team.
15.7 Retention
We retain your information only for as long as needed to provide services, comply with the law, or for legitimate business purposes.Section 16 – Suspension and Termination of Services
16.1 Our Rights to Suspend Services
We may suspend, restrict, or withdraw your services immediately if:
a) our mobile network provider suspends or restricts services to us;
b) you fail to pay your charges on time or we reasonably believe you may not be able to meet your payment obligations (including where we require advance payment or security);
c) you use the services in a way that breaches these Terms, the law, or our Fair Use Policy;
d) your use of the services may harm the integrity, operation, or security of our network or the network of our mobile network provider;
e) we are required to do so by law, regulation, or an emergency service; or
f) maintenance, development, or other operational work is being carried out by us or our mobile network provider.
16.2 Our Rights to Terminate
We may terminate your services or this Agreement:
a) immediately if you are in serious breach of these Terms (including where you fail to pay charges when due, engage in fraud, or use the services unlawfully);
b) if our mobile network provider terminates the provision of services to us;
c) if the services are withdrawn, no longer commercially viable, or discontinued;
d) if a regulatory event requires us to do so; or
e) on not less than 30 days’ written notice (subject to any Minimum Term).
16.3 Your Rights to Terminate
You may terminate your services or this Agreement by giving us not less than 30 days’ written notice, subject to any Minimum Term and early termination charges.
16.4 Effect of Termination
When your services are terminated:
a) you must pay all charges up to the date of termination;
b) if you are within a Minimum Term, you must pay any applicable early termination charges;
c) your right to use any phone number or SIM we allocated to you will end, unless you port your number to another provider; and
d) we may immediately disconnect you from the network.
17. Charges and Billing
17.1 General
a) You must pay all Charges for the Mobile Services, whether incurred by you or by others using your SIM, eSIM, or mobile device.
b) Charges include your monthly Plan Charges, usage outside your Plan allowances, roaming charges, third-party charges, and any other applicable fees under these Terms or your Plan Terms.
17.2 Billing
a) We will issue invoices for your Mobile Services on a regular basis (usually 1st business day of the month ).
b) You must pay each invoice in full by the due date shown.
c) If you believe there is a mistake on your invoice, you must tell us as soon as possible. You must still pay the undisputed part of the invoice by the due date.
17.3 Changes to Charges
a) We may change or add Charges in line with clause 1.4 (including where changes are passed through from our mobile network provider or required by law or regulation).
b) Where reasonably possible, we will give you at least 20 Business Days’ written notice of any change likely to have a material detrimental effect on you.
c) Neutral or beneficial changes may occur without notice.
17.4 Advance payments and security
We may require advance payments, a security deposit, or restrict/suspend Services if we reasonably believe you may not meet your payment obligations, as set out in clause 1.5
17.5 Early Termination Charges
a) If you end your Plan (or we end it under clause 1.8 for your breach) before the end of a Minimum Term, early termination Charges will apply.
b) Early termination Charges are calculated as follows:
i. any outstanding device or equipment repayment amounts will become immediately due; and
ii. for your Plan, you must pay an amount equal to the lesser of:
– the monthly Plan Charges for the remainder of your Minimum Term, or
– the early termination fee specified in your Plan Terms (if lower).c) Early termination Charges will not apply if you terminate under clause 1.4(c) due to a material detrimental increase in recurring fixed Charges.
Examples: Minimum Term Plan:
You sign up to a 12-month Plan at $50 per month. After 9 months, you decide to end the Plan early.
– You have 3 months left on your Minimum Term.
– Your early termination charge will be the lesser of:
• $150 (3 × $50 for the remaining months), or
• the early termination fee set out in your Plan Terms (if lower).
– If you also had a device repayment of $20 per month for 12 months, the $60 still owing on the device would also become due immediately.
Open Term (month-to-month) Plan:
You are on a $50 open-term Plan. You give us 30 days’ written notice on 15 June to disconnect.
– Your Plan will disconnect on 15 July.
– You must pay Plan Charges up to 15 July (the full 30-day notice period), even if you stop using your Mobile Services sooner.
– No early termination fee applies to open-term Plans.
17.6 Roaming and third-party charges
a) When you use roaming or third-party services (such as premium rate numbers, third-party content, in-flight or maritime roaming, or overseas network services), additional charges may apply.
b) Roaming charges are set by external carriers overseas. We pass these charges through to you and they may be delayed before appearing on your bill. You remain responsible for paying them once billed.
c) Details of current roaming destinations, daily roaming rates, and overseas roaming add-ons are published on our Roaming webpage. These may change at any time. You are responsible for checking the latest rates before you travel.
d) GST is charged at 0% for roaming usage outside New Zealand, except where law requires otherwise.
17.7 Other Charges and Fees
In addition to your Plan Charges, roaming charges, and any early termination charges, the following fees may apply:
a) Support and administration services – We may charge for in-person technical support, device tutorials, personalisation of device settings, or other administration services where these go beyond our standard customer support as outlined in Section 10.
b) Late payment fees – If you do not pay your bill on time, we may charge interest or a late payment fee as specified in our General Terms and Conditions.
c) Debt collection costs – If we engage a collection agency or take legal action to recover overdue amounts, you are responsible for all reasonable costs we incur in doing so.
d) SIM or eSIM replacement – If your SIM or eSIM is lost, stolen, damaged, or otherwise needs replacing, we may charge a replacement fee.
e) Plan or service changes – Certain changes to your Plan or services may attract an administration fee. Details are published on our website.
f) Other third-party services – If you purchase or use third-party services through your Mobile Services (for example, premium rate services or third-party content), their charges will be added to your bill and must be paid by you.
g) Security deposits or advance payments – Where required under clause 1.5, these may be applied before or during supply of services.