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Terms and Conditions

1. These terms 

1.1 These terms and conditions set out the basis on which CallPlus Services Limited provides telephone and Internet services to our residential customers (Slingshot services). If you use our telephone or Internet services for business purposes then our Terms and Conditions for Business Customers apply. A copy of those terms can be viewed at www.callplus.co.nz/business or is available by phoning customer services on 0800 89 5000.

1.2 Additional terms may apply to your use of some of our services. If so, we will tell you what those terms are. If there is any conflict between these terms and any additional terms, the additional terms will prevail. 

2. Our services 

2.1 We are not obliged to provide services unless we accept your application. We can decide whether or not to accept any application.

2.2 We will be responsible for determining the manner in which the services are to be provided. For example, we may sub-contract other carriers to provide part of any service.

2.3 We will use all reasonable endeavours to make our services available to you at all times. However our services rely on us using networks and services owned by other people. As a result we cannot promise that our services will always be available or fully functioning. If our services are unavailable for any reason we will endeavour to restore service as soon as possible.

2.4 While we take reasonable security precautions, due to the nature of telecommunications services we cannot guarantee the confidentiality of any calls or transmissions you make using our services.

2.5 We can suspend or restrict our services at any time if: 1. we consider it necessary to protect or maintain our network; or 2. we believe that you have breached any of our terms and conditions.

2.6 Up to date information about our current services can be found at www.slingshot.co.nz

2.7 In the event we intend to alter a service that we charge you for such that it materially affects you, and providing that you are readily identifiable, we will give you as much notice as possible, but no less than 10 working days. 

3. Charges 

3.1 You must pay our charges for the services we provide to you, regardless of whether you or someone else uses those services. We may vary our charges from time to time. If we increase any charge we will give you at least 10 working days notice. You can always check the latest available charges by calling customer services on 0800 89 2000.

3.2 We will invoice you for services we provide to you. However we may elect to carry forward charges to the next billing period if your usage is below a minimum level. Fixed charges are payable in advance. Usage based charges (such as toll calls) are payable in arrears. If we change the frequency of your billing we will give you at least 10 working days notice.     

3.3 Tolls customers: You must pay each invoice within 19 days of the invoice date. If you do not pay any invoice within that time we may: 1. charge you interest on the overdue amount from the due date until the date you pay, at the rate of 1.5% per month; and 2. charge you a late payment fee of $5 if your invoice is unpaid 30 days after the invoice date; and 3. suspend or restrict your service; and 4. recover from you any debt recovery costs; and 5. require you to put in place a direct debit payment arrangement for payment.     

3.4 Internet customers: You must pay each invoice within 10 days of the invoice date. If you do not pay any invoice within that time we may: 6. charge you interest on the overdue amount from the due date until the date you pay, at the rate of 1.5% per month; and 7. charge you a late payment fee of $5 if your invoice is unpaid 30 days after the invoice date; and 8. suspend or restrict your service; and 9. recover from you any debt recovery costs; and 10. require you to put in place a direct debit programme arrangement for payment

3.5 If you wish to raise a genuine dispute regarding an invoice of ours you must do so in writing within 20 days of the date of the invoice. We will consider any issues raised in good faith and will promptly advise you of any resolution or amendment to our charges.

3.6 We may at our discretion impose a credit limit on your account.

3.7 If you breach any term of this agreement, and we incur costs as result, then you must pay those costs if we require you to do so. 

4. Using our services 

4.1 You must not use our services in a way which: 1. breaks any laws; 2. infringes anyone’s rights; or 3. is malicious, obscene or offensive.

4.2 If you use our residential voice services you cannot resell any services to another party. Our service can be used only for normal residential calling. This excludes activities such as auto-dialing, continuous call forwarding, telemarketing, Call Centres, fax or voicemail broadcasting. We reserve the right to immediately disconnect or charge our standard per minute rates if in our sole discretion we consider that your activity is inconsistent with normal residential usage patterns.

4.3 Our Calling Packs include 100 hours of toll calling per month to the country or countries included in the pack.  If the 100 hour limit is exceeded, then our standard per-minute rates will apply to all toll calls for the remainder of that bill cycle.  Users are responsible for monitoring their usage and for any per-minute charges incurred, should the limit be exceeded.  Calls can be made at any time but each individual call must not last longer than 2 hours.  If the two hour limit is exceeded, our standard per-minute rates will apply for the portion of the call that exceeds two hours.

4.4 You must comply with any reasonable restrictions we impose or directions we give regarding the use of our services.

4.5 You must ensure that all information you give us is correct. Where any information you have supplied to us changes (such as contact details) you must provide us with updated information as soon as possible.

4.6 Subject to any term commitment, you must notify us if you wish to terminate your non-code access to our services.

4.7 You agree that we can act on any verbal instructions you give us in relation to the services.

4.8 We may install equipment and carry out other work at a customer’s premises. If we do so at your premises, you must allow us and our contractors access as and when we reasonably require (and you must obtain any necessary consents to such access) for the purposes of installing, maintaining, monitoring and removing such equipment or carrying out such work. 

5. Internet Services 

5.1 This clause applies if we provide Internet access services to you.

5.2 You must not use a flat rate dial-up internet access account as a permanent connection. We can at our discretion disconnect you if we consider that your use of our internet access service has been excessive or unreasonable.

5.3 If we disconnect you for one of the reasons set out in clause 5.2 you will normally be able to reconnect without additional cost. However, if your account is overdue at the time of disconnection, you may be unable to reconnect until your overdue account is brought up to date.

5.4 You are responsible for downloading to your computer any email that you wish to keep. We may without notice to you remove any mail that remains on our servers for more than 90 days.

5.5 You must not knowingly transmit any worms or viruses or use our services in a manner which is likely to or is intended to damage or compromise the security of our network or anyone else’s network.

5.6 You must use our service in a reasonable and responsible manner and in accordance with established “netiquette”.

5.7 You must not have more than one connection to our service using your user ID at any time. If for any reason you do have simultaneous connections we reserve the right to charge you $5.00 per hour (or part hour) for each additional connection.

5.8 We do not control the information that can be accessed through the internet. Accordingly we are not responsible for any inaccurate, illegal or offensive information which may be obtained from your use of our services. We are also not liable for any viruses or other harmful code which you download via the internet. 

6. Broadband services 

6.1 This clause applies if we provide broadband internet access services to you.

6.2 Our plan speeds are the maximum speeds at which you are able to send data to or receive data from our network. Because we rely on other providers to deliver data to or from our network we are unable to guarantee that these speeds will be available to you. Other issues beyond our control (such as problems with your phone line, or in the telephone network) may also result in you being unable to connect, or to send or receive data at those speeds. We cannot guarantee that our broadband services will always be available or that they can always be utilised for any particular purpose.

6.3 If you are on an “uncapped” or “unlimited” plan the total amount of data you can upload or download is unlimited. We may use traffic prioritisation policies for these plans and our capped plans at any time to improve the overall performance amongst our customers.Other factors may influence the particular speeds or latency you can achieve to servers nationally and internationally. Our control of these speeds is limited to our own network. Connections to servers outside the Slingshot network are on a “best effort” basis and it may not be possible for you to achieve your desired or expected speeds or latency where you are connecting to equipment outside our control.

6.4 If you change your address or phone line you will need to:(a) provide us with a minimum of 21 days notice of the change to minimise service disruption; and(b) cancel all current broadband services to avoid unwanted charges, even if the phone line is no longer valid.Services must be reinstalled on the new phone line and even if you are maintaining your existing phone number you may incur installation charges. We will not always be able to supply broadband services on the new line or to that new address in which case you will have terminated our agreement for the provision of that service.

6.5 Ultra-Broadband

  • Ultra-VDSL and Ultra-Fibre residential plans are only available to residential customers with their home phone line, calling and broadband with Slingshot.
  • The minimum contract term is 12 months and an early termination fee of $199 applies if your service is disconnected before the conclusion of your minimum contract term.
  • Ultra-VDSL and Ultra-Fibre are subject to availability limitations. Ultra-VDSL and Ultra-Fibre is not available in all areas. Occasionally factors like wiring and distance from a particular site or address may mean we are unable to deliver Ultra-VDSL, even where Ultra-VDSL is indicated as available in your area.
  • Connection and Installation - Ultra-VDSL and Ultra-Fibre requires a connection and wiring installation, this includes a standard broadband connection. A technician approved by Slingshot will need to visit your home to install Ultra-VDSL on your telephone line and you will need to be at home during the installation of Ultra VDSL or Ultra Fibre.
  • Modem - Ultra-VDSL requires a VDSL2 capable modem that has a Telepermit, Slingshot will supply a suitable modem. Ultra-Fibre requires a Ultra-Fibre capable modem that has a Telepermit. Slingshot will supply a suitable modem.
  • Speed - Ultra VDSL2 and Ultra-Fibre have a minimum download domestic connection speed of 15Mbps Downstream and 5Mbps Upstream. If these speeds cannot be achieved on your telephone line after we have exhausted our fault troubleshooting process you will be able to change to a Slingshot broadband plan without incurring any early termination fees.
  • Changing between Broadband technologies - A change from Slingshot ADSL broadband to Ultra-VDSL and vice-versa is not considered a plan change.  Installation fees may apply and an early termination fee may apply if you have not completed the minimum term of your contract.  Any changes between broadband technologies are subject to usual availability limitations.
  • For Ultra-Fibre moving house if you have not completed your minimum term of your contract and an early termination fee may apply.

6.5.1 Ultra-Fibre Broadband

Standard Fibre installation will include the work needed to connect your home to the fibre in your street. This includes installing and connecting:

  • the fibre cable from the street (up to 200m) through your home;
  • the External Termination Point (ETP)
  • the Optical Network (ONT);
  • the Ultra-Fibre wireless Modem

A non-standard installation may require additional charges, non-standard installations include:

  • if your house is more than 200m from the fibre access point on the street
  • if your RGW is installed at a separate location to the ONT and additional wiring is required

Other points to note:

  • There is a possibility that activation of your Broadband service may result in a temporary loss of your home phone. If this does occur, normal service is usually resumed within a few hours.
  • If you decide to cancel your Slingshot Broadband order, through no fault of Slingshot or the installer, after you have accepted your order and have been provided an installation date, we may charge you a cancellation fee.  

This will not apply in the case of a non-standard installation where you do not agree to any additional work or costs.

6.5.2 Speed

Broadband is not available in all areas and broadband speeds do vary. Factors which impact on speed include how close your premises are to an exchange, your computer's capability, modem, connection and wiring, Wi-Fi, interference from electrical devices, the location and quality of the websites you choose to view, and any software you may have downloaded (malicious or otherwise). The day-to-day performance will also be affected by the number of users in your household and also on our network or the network of 3rd parties that we use to provide the service to you.

6.5.3 Modem

You will need a modem to use a Slingshot Broadband Service. 

ADSL Broadband requires an ADSL modem and filters that have a Telepermit. Slingshot can provide a complete Broadband Self-Install Kit for your purchase, including a modem, filters and everything you need to get yourself up and running.

Ultra-VDSL Broadband requires an VDSL modem that has a Telepermit. Slingshot can provide a VDSL modem and everything you need to get yourself up and running. Note that with a VDSL install which includes a VDSL master splitter and Master jackpoint, you do not need to use line filters.

Ultra-Fibre Broadband requires a Ultra-Fibre modem. Slingshot can provide you with an Ultra-Fibre Wireless modem for purchase at a heavily discounted price.

You will own the modem (whether purchased from Slingshot or elsewhere) and Slingshot is not responsible for it (without limiting your rights under Consumer Guarantees Act 1993 and Fair Trading Act 1986).

6.5.3.1 Setting up your modem & PC and transferring to a new line

You can set-up and configure your modem and PC yourself.

If you want your Slingshot Broadband Service transferred to a new telephone line, you will have to pay for connection and installation. 

7. Mobile network services

7.1 This clause applies if we provide mobile network access to you. Slingshot provides mobiles services via Telecom New Zealand Limited as a Mobile Virtual Network Operator

7.2 Our mobile services are at the maximum available speed and quality available from Telecom’s mobile network. Because we rely on other providers, we are unable to guarantee the quality, reliability and coverage of the service  will be available to you. Other issues beyond our control,and as such we cannot guarantee service (such as radio interference, outages and network coverage), may result in you being unable to connect or a you may experience a less than an optimal mobile serivce.

7.3 You may make local, national and international calls, text messages, Internet services and access voicemail and other Services. We do not support Voice over Internet Protocol and so do not assure you that currently available access levels may be maintained.

7.4 If your Mobile or SIM card is lost, stolen or otherwise out of your control, contact Customer Services on 0800 89 2000 immediately, so that we can Bar calls and use of our Services. Be quick because you may pay for all calls or use of Services up until you contact us and request that your Account is suspended. We are not liable for any loss you may suffer as a result of the loss, theft, damage, destruction or unauthorised use of your Mobile Phone or any SIM card. You agree to indemnify us for any loss we may suffer as a result of the loss, theft, damage or destruction of your Mobile Phone or SIM card or any unauthorised use or misuse by you or anyone else, whether authorised by you or not, of your Mobile Phone, SIM card or the Services.

7.5 Your mobile overseas

    Visit our website at www.slingshot.co.nz/mobile to see the countries where you can use roaming Services. We must enable Roaming Services before you can use them. You can apply for roaming through your My Account Self Service portal or by calling Customer Services on 0800 89 2000. Because overseas Network Operators charge us when you use roaming Services, we may require you to meet credit criteria before we enable roaming.

7.5.1 When using roaming Services for outgoing calls you will be charged at the external carriers’ or Network Operators’ rates. The charges vary and change without notice, so we please check overseas pricing before using roaming Services. You may also check with Customer Services on 0800 89 2000 or visit our Website for further information. We will pass roaming Services charges to your monthly statement

7.5.2 In addition to our charges, you should expect roaming Services to incur charges from external carriers or Network Operators. When you use roaming Services we become liable for the terms of the external carriers or Network Operators. So please check their terms before you use roaming Services in those countries because they will apply to you in addition to our terms.

7.5.3 While you use roaming Services, promotional offers, minutes or other entitlements which may come with your Pricing Plan may not apply. Please call our Customer Services on 0800 89 2000 before you leave New Zealand to check. 

7.6 Mobile device limit is a maximum of four mobile devices

7.7 Cancelling or changing your order. When you make an order and get your order number, you have committed to buying the item(s) from the Slingshot. If you have made a mistake, call us on 0800 89 2000 straight away (and in any case within 7 days). We will do our best to resolve any problems.  If you choose to cancel your mobile service after purchase, we may charge you Early Termination Charges and other usage charges.

7.8 Cancelling or changing your mobile device. If you need to return your mobile device please call us. The mobile device must be still packaged up like new. By “packaged up like new” means the mobile device is in its original box, the box is unopened and undamaged, and all external wrapping and seals are intact. If you return a mobile device that we do not consider to be “packaged up like new”, we won’t be able to refund you. Instead we will give
you a call and we may also ask you to pay for the handset to be sent back to you. The mobile device returns offer does not apply to SIM cards.

7.9 Mobile orders deliveries. We can only deliver things you buy to physical addresses in New Zealand. This does not include PO Boxes or Private Bags. Couriers need a signature before they will hand over an order. We are responsible for the items you’ve ordered until the order is signed for by you or someone on your behalf. Once it as been signed for, it’s yours and you’re responsible.

7.10 Returns Policy. If for any reason the handset or SIM card we send you isn’t exactly what you ordered, or turns out to be faulty, we will do our best to get that fixed. Please contact us on 0800 89 2000 as soon as possible. If you wish to return a mobile device because you have changed your mind or the device is not what you thought it was or you wish to cancel a mobile plan, please see 7.8 cancelling or changing your order section above. It’s important to note that we’re not responsible for the items you send back until they arrive at Slingshot. If you buy a mobile device from the Online Store that stops working within its manufacturer’s warranty period, just call us on 0800 89 2000 and we will send you a postage-paid courier bag so you can return it. The limits of warranty are detailed by the manufacturers warranty included with the device. At this point, you may need to pay a bond to cover the cost of inspection by the manufacturer. If there is a genuine fault with your mobile device you’ll get the bond back and the manufacturer will repair or replace your mobile device as stated in their warranty terms. Warranty claims are also subject to the other terms and conditions that you’ll find in the manufacturer’s warranty that you’ll get with your handset.

If you need to send a mobile device back for repair or replacement, there is the chance you might permanently lose any contacts, ringtones, messages, games or other downloads that you have saved into your handset. So we recommend that before you send a handset back to us, you make a back up of this data. Slingshot isn’t responsible for any loss of data from your handset in the case of repair or replacement.

8. Wireless Services 

8.1 This clause applies if we provide wireless access services to you.

8.2 The services require power to operate. To ensure continuation of services during power outages you should purchase and install a UPS (Uninterruptible Power Supply). If you choose not to install a UPS you should ensure you have an alternative means of communication in the event that you need to access emergency services.

8.3 Unless purchased, all equipment installed remains the property of Slingshot and you are liable for any damages. You are required to notify us when any equipment is lost, stolen or damaged. You must not use the equipment for any purpose other than to access our services and you must not modify or otherwise interfere with the equipment. In the case of faulty equipment, Slingshot will bear the cost of returning equipment for repair.

8.4 The base station of the phone provided with installation will be installed next to your Slingshot MAX Adapter unless otherwise requested. Installation elsewhere in your house is at your installers discretion and should be negotiated directly with them. 

9. Phone numbers and directories 

9.1 Any phone number that we allocate to you does not become your property. If we need to change your number we will give you as much notice of the change as we can.

9.2 If you wish your details to be available through directory assistance and/or in the phone book then we will pass your name, number and address to Telecom. You agree that Telecom can use your details for those purposes.

9.3 Subject to the terms of the Consumer Guarantees Act 1993, you agree that no member of the Telecom group of companies (or their officers, employees, contractors or agents) has any liability to you in connection with the directory assistance service or your phone book listing. 

10. IGLOO TV

10.1 This clause applies if we provide third party IGLOO services to you.

10.2 Please refer to www.igloo.co.nz for terms of service, and the 'important information' notices supplied with the IGLOO Set Top Box relating to; equipment, geographic coverage, warranty, electronic programming guide, software licence, and notices relating to the manufacturer and third party intellectual property. If you have IGLOO warranty or service escalations, please call IGLOO on 0800 2 IGLOO (0800 2 44566) or email toot@igloo.co.nz  

10.3 Geographic coverage restrictions apply. Your ability to receive IGLOO services is dependent on the coverage of IGLOO terrestrial transmission in your local area. You are required to have and to check prior to purchase that you have a working UHF aerial and cabling to your television and to be in the Freeview UHF terrestrial coverage zone, you will not be able to recieve Freeview or SKY TV satellite transmissions.

10.4 IGLOO Warranty, IGLOO equipment comes with a a 12 month warranty against defects in materials or workmanship arising from the first 12 months after installation. For details of the warranty and any equipment warranty claims, please contact IGLOO. 0800 2 IGLOO (0800 2 44566) 

11. Term 

11.1 If you have agreed to use a service for a fixed contract term, then you must do so. If you cancel within the fixed term period, you will be liable for any applicable early termination charges. For services where here is no fixed contract term, or where the fixed term has expired, either of us can terminate that service on giving the other 30 days notice. Where you wish to terminate a service you must do so through the “Member Services” section of our website. If you purchase the NOD32 antivirus product through us then the term of the license for that product is month to month.

11.2 We can terminate this agreement, or the provision of any service to you, immediately if you breach any term of this agreement or if we reasonably believe that you have supplied incorrect or misleading information to us.

11.3 If this agreement is terminated for any reason you must still pay us for services provided to you up to the date of termination. If you have prepaid for a service, no refund is payable to you on termination unless we agree otherwise. 

12. Liability 

12.1 We exclude all of our liability to you in connection with us providing services to you or failing to provide services to you. Without limiting this, we are not liable to you (and nor are any of our officers, employees, contractors or agents liable to you):1. if any communication you make is intercepted;2. if any communication you make is not properly transmitted or received;3. if any of our services are not available at any time or are faulty;4. for any delay in commencing the provision of services;5. if any software we supply does not operate properly;6. for any error in any directory listing which we arrange;7. (for internet customers) if your computer becomes affected by any virus or worm.

12.2 We are not liable to you for any fault in or non-provision of services which is caused by an event beyond our reasonable control.

12.3 If you use another service provider’s services during any period when our service is not fully operational, we are not liable to pay any amount you are charged by that service provider.

12.4 You acknowledge that no third party whose network or services we use to supply services to you (nor any officer, employee, contractor or agent of such third party) is in any way liable to you in connection with our services. This clause is intended to confer a benefit which those third parties can enforce.

12.5 Nothing in this clause limits any rights you have under the Consumer Guarantees Act unless you are using our services for the purposes of a business in which case any rights you may have had under the Consumer Guarantees Act are excluded. 

13. Privacy 

13.1 You authorise us to pass personal information to credit reporting agencies for the purpose of credit checking. You also agree to us obtaining and passing personal information about you to credit reporting agencies. This information will be used to update and maintain credit information files and will be accessed by the customers of the credit reporting agency.

13.2 You also agree to us passing personal information about you to a credit reporting agency in the event that you default on your payment obligations.

13.3 Any personal information we collect is kept at our offices at Level 4, 110 Symonds Street, Auckland. You are entitled to see any information we hold about you (although you must pay our reasonable charge for making it available) and to request that any incorrect information be corrected.

13.4 We may record calls you make to us to verify information and for staff training purposes.

13.5 If another CallPlus customer calls you, your name will appear on that person’s account as the called party. If you do not wish this to occur then please call customer services on 0800 89 2000.

13.6 You agree that personal information that we have obtained from you can be shared with other networks, for the purpose of monitoring and investigating fraud and other offences. We may also share your information with public sector agencies in order for them to investigate an offence. 

14. Changing these terms 

14.1 We can change these terms from time to time by giving you 14 days’ notice. We will inform you of any change by emailing or writing to you, by putting a notice in major daily newspapers or by providing relevant information on our website. Our latest terms and conditions are available at www.slingshot.co.nz. 

15. Notices 

15.1 Except where you wish to terminate our services (in which case you must follow the procedure in clause 9.1), if you wish to notify us of anything you can do so by writing to us at PO Box 108-109, Symonds Street, Auckland or by calling 0800 89 2000. We may require you to confirm in writing any advice you give us by phone.

15.2 If we wish to communicate with you or notify you of anything we can do so by post, phone, facsimile or email to the last known address or number we have for you.

15.3 Email is our primary method of communicating with customers. It is the customers responsibility to keep Slingshot informed of their most recent and active email address. Slingshot will not be liable for a customer not receiving notices if we have an incorrect, in-active or unused email address.

15.4 If your contact details change you must advise us of the new details as soon as possible. 

16. Access

16.1 To maintain the integrity and reliability of the Slingshot network we reserve the right to occassionally manage customers modems. This will ensure a high level of security within the network and may include such tasks as updating router firmware, updating DNS setting and updating/changing general router settings.

17. Credit reporting Practices

17.1 Slingshot will supply its customer’s credit information to credit reporting agencies on a monthly basis. This information may be held by the credit reporting agency by up to two years. This is part of the changes to the credit reporting privacy code, which came into effect 1 April 2012.

17.2 Slingshot will share the following with credit reporting agencies: information to ensure that those agencies are able to accurately identify individuals, information about an individual’s credit accounts (such as type of accounts and amount of credit), information relating to the circumstances of any credit default, and information about credit non-compliance action.

17.3 Customers’ rights in relation to their credit information are set out in schedule 4 of the credit reporting privacy code. For more information, visit the Office of the Privacy Commissioner’s website www.privacy.org.nz/credit-reporting-privacy-code

18. Other matters 

18.1 These terms are to be interpreted in accordance with the laws of New Zealand. Any dispute regarding the provision of our services under these terms is to be determined by New Zealand courts.

18.2 You must not assign your rights under this agreement. We can transfer our rights and obligations under this agreement to anyone else. We will notify you if we do so.

18.3 A delay in exercising any right is not a waiver of that right. A failure to exercise a right on any occasion does not prevent any subsequent exercise of that right


1. These terms 

1.1 These terms and conditions set out the basis on which CallPlus Services Limited provides telephone and Internet services to our residential customers (Slingshot services). If you use our telephone or Internet services for business purposes then our Terms and Conditions for Business Customers apply. A copy of those terms can be viewed at www.callplus.co.nz/business or is available by phoning customer services on 0800 89 5000.

1.2 Additional terms may apply to your use of some of our services. If so, we will tell you what those terms are. If there is any conflict between these terms and any additional terms, the additional terms will prevail. 

2. Our services 

2.1 We are not obliged to provide services unless we accept your application. We can decide whether or not to accept any application.

2.2 We will be responsible for determining the manner in which the services are to be provided. For example, we may sub-contract other carriers to provide part of any service.

2.3 We will use all reasonable endeavours to make our services available to you at all times. However our services rely on us using networks and services owned by other people. As a result we cannot promise that our services will always be available or fully functioning. If our services are unavailable for any reason we will endeavour to restore service as soon as possible.

2.4 While we take reasonable security precautions, due to the nature of telecommunications services we cannot guarantee the confidentiality of any calls or transmissions you make using our services.

2.5 We can suspend or restrict our services at any time if: 1. we consider it necessary to protect or maintain our network; or 2. we believe that you have breached any of our terms and conditions.

2.6 Up to date information about our current services can be found at www.slingshot.co.nz

2.7 In the event we intend to alter a service that we charge you for such that it materially affects you, and providing that you are readily identifiable, we will give you as much notice as possible, but no less than 10 working days. 

3. Charges 

3.1 You must pay our charges for the services we provide to you, regardless of whether you or someone else uses those services. We may vary our charges from time to time. If we increase any charge we will give you at least 10 working days notice. You can always check the latest available charges by calling customer services on 0800 89 2000.

3.2 We will invoice you for services we provide to you. However we may elect to carry forward charges to the next billing period if your usage is below a minimum level. Fixed charges are payable in advance. Usage based charges (such as toll calls) are payable in arrears. If we change the frequency of your billing we will give you at least 10 working days notice.     

3.3 Tolls customers: You must pay each invoice within 19 days of the invoice date. If you do not pay any invoice within that time we may: 1. charge you interest on the overdue amount from the due date until the date you pay, at the rate of 1.5% per month; and 2. charge you a late payment fee of $5 if your invoice is unpaid 30 days after the invoice date; and 3. suspend or restrict your service; and 4. recover from you any debt recovery costs; and 5. require you to put in place a direct debit payment arrangement for payment.     

3.4 Internet customers: You must pay each invoice within 10 days of the invoice date. If you do not pay any invoice within that time we may: 6. charge you interest on the overdue amount from the due date until the date you pay, at the rate of 1.5% per month; and 7. charge you a late payment fee of $5 if your invoice is unpaid 30 days after the invoice date; and 8. suspend or restrict your service; and 9. recover from you any debt recovery costs; and 10. require you to put in place a direct debit programme arrangement for payment

3.5 If you wish to raise a genuine dispute regarding an invoice of ours you must do so in writing within 20 days of the date of the invoice. We will consider any issues raised in good faith and will promptly advise you of any resolution or amendment to our charges.

3.6 We may at our discretion impose a credit limit on your account.

3.7 If you breach any term of this agreement, and we incur costs as result, then you must pay those costs if we require you to do so. 

4. Using our services 

4.1 You must not use our services in a way which: 1. breaks any laws; 2. infringes anyone’s rights; or 3. is malicious, obscene or offensive.

4.2 If you use our residential voice services you cannot resell any services to another party. Our service can be used only for normal residential calling. This excludes activities such as auto-dialing, continuous call forwarding, telemarketing, Call Centres, fax or voicemail broadcasting. We reserve the right to immediately disconnect or charge our standard per minute rates if in our sole discretion we consider that your activity is inconsistent with normal residential usage patterns.

4.3 Our Calling Packs include 100 hours of toll calling per month to the country or countries included in the pack.  If the 100 hour limit is exceeded, then our standard per-minute rates will apply to all toll calls for the remainder of that bill cycle.  Users are responsible for monitoring their usage and for any per-minute charges incurred, should the limit be exceeded.  Calls can be made at any time but each individual call must not last longer than 2 hours.  If the two hour limit is exceeded, our standard per-minute rates will apply for the portion of the call that exceeds two hours.

4.4 You must comply with any reasonable restrictions we impose or directions we give regarding the use of our services.

4.5 You must ensure that all information you give us is correct. Where any information you have supplied to us changes (such as contact details) you must provide us with updated information as soon as possible.

4.6 Subject to any term commitment, you must notify us if you wish to terminate your non-code access to our services.

4.7 You agree that we can act on any verbal instructions you give us in relation to the services.

4.8 We may install equipment and carry out other work at a customer’s premises. If we do so at your premises, you must allow us and our contractors access as and when we reasonably require (and you must obtain any necessary consents to such access) for the purposes of installing, maintaining, monitoring and removing such equipment or carrying out such work. 

5. Internet Services 

5.1 This clause applies if we provide Internet access services to you.

5.2 You must not use a flat rate dial-up internet access account as a permanent connection. We can at our discretion disconnect you if we consider that your use of our internet access service has been excessive or unreasonable.

5.3 If we disconnect you for one of the reasons set out in clause 5.2 you will normally be able to reconnect without additional cost. However, if your account is overdue at the time of disconnection, you may be unable to reconnect until your overdue account is brought up to date.

5.4 You are responsible for downloading to your computer any email that you wish to keep. We may without notice to you remove any mail that remains on our servers for more than 90 days.

5.5 You must not knowingly transmit any worms or viruses or use our services in a manner which is likely to or is intended to damage or compromise the security of our network or anyone else’s network.

5.6 You must use our service in a reasonable and responsible manner and in accordance with established “netiquette”.

5.7 You must not have more than one connection to our service using your user ID at any time. If for any reason you do have simultaneous connections we reserve the right to charge you $5.00 per hour (or part hour) for each additional connection.

5.8 We do not control the information that can be accessed through the internet. Accordingly we are not responsible for any inaccurate, illegal or offensive information which may be obtained from your use of our services. We are also not liable for any viruses or other harmful code which you download via the internet. 

6. Broadband services 

6.1 This clause applies if we provide broadband internet access services to you.

6.2 Our plan speeds are the maximum speeds at which you are able to send data to or receive data from our network. Because we rely on other providers to deliver data to or from our network we are unable to guarantee that these speeds will be available to you. Other issues beyond our control (such as problems with your phone line, or in the telephone network) may also result in you being unable to connect, or to send or receive data at those speeds. We cannot guarantee that our broadband services will always be available or that they can always be utilised for any particular purpose.

6.3 If you are on an “uncapped” or “unlimited” plan the total amount of data you can upload or download is unlimited. We may use traffic prioritisation policies for these plans and our capped plans at any time to improve the overall performance amongst our customers.Other factors may influence the particular speeds or latency you can achieve to servers nationally and internationally. Our control of these speeds is limited to our own network. Connections to servers outside the Slingshot network are on a “best effort” basis and it may not be possible for you to achieve your desired or expected speeds or latency where you are connecting to equipment outside our control.

6.4 If you change your address or phone line you will need to:(a) provide us with a minimum of 21 days notice of the change to minimise service disruption; and(b) cancel all current broadband services to avoid unwanted charges, even if the phone line is no longer valid.Services must be reinstalled on the new phone line and even if you are maintaining your existing phone number you may incur installation charges. We will not always be able to supply broadband services on the new line or to that new address in which case you will have terminated our agreement for the provision of that service.

6.5 Ultra-Broadband

  • Ultra-VDSL and Ultra-Fibre residential plans are only available to residential customers with their home phone line, calling and broadband with Slingshot.
  • The minimum contract term is 12 months and an early termination fee of $199 applies if your service is disconnected before the conclusion of your minimum contract term.
  • Ultra-VDSL and Ultra-Fibre are subject to availability limitations. Ultra-VDSL and Ultra-Fibre is not available in all areas. Occasionally factors like wiring and distance from a particular site or address may mean we are unable to deliver Ultra-VDSL, even where Ultra-VDSL is indicated as available in your area.
  • Connection and Installation - Ultra-VDSL and Ultra-Fibre requires a connection and wiring installation, this includes a standard broadband connection. A technician approved by Slingshot will need to visit your home to install Ultra-VDSL on your telephone line and you will need to be at home during the installation of Ultra VDSL or Ultra Fibre.
  • Modem - Ultra-VDSL requires a VDSL2 capable modem that has a Telepermit, Slingshot will supply a suitable modem. Ultra-Fibre requires a Ultra-Fibre capable modem that has a Telepermit. Slingshot will supply a suitable modem.
  • Speed - Ultra VDSL2 and Ultra-Fibre have a minimum download domestic connection speed of 15Mbps Downstream and 5Mbps Upstream. If these speeds cannot be achieved on your telephone line after we have exhausted our fault troubleshooting process you will be able to change to a Slingshot broadband plan without incurring any early termination fees.
  • Changing between Broadband technologies - A change from Slingshot ADSL broadband to Ultra-VDSL and vice-versa is not considered a plan change.  Installation fees may apply and an early termination fee may apply if you have not completed the minimum term of your contract.  Any changes between broadband technologies are subject to usual availability limitations.
  • For Ultra-Fibre moving house if you have not completed your minimum term of your contract and an early termination fee may apply.

6.5.1 Ultra-Fibre Broadband

Standard Fibre installation will include the work needed to connect your home to the fibre in your street. This includes installing and connecting:

  • the fibre cable from the street (up to 200m) through your home;
  • the External Termination Point (ETP)
  • the Optical Network (ONT);
  • the Ultra-Fibre wireless Modem

A non-standard installation may require additional charges, non-standard installations include:

  • if your house is more than 200m from the fibre access point on the street
  • if your RGW is installed at a separate location to the ONT and additional wiring is required

Other points to note:

  • There is a possibility that activation of your Broadband service may result in a temporary loss of your home phone. If this does occur, normal service is usually resumed within a few hours.
  • If you decide to cancel your Slingshot Broadband order, through no fault of Slingshot or the installer, after you have accepted your order and have been provided an installation date, we may charge you a cancellation fee.  

This will not apply in the case of a non-standard installation where you do not agree to any additional work or costs.

6.5.2 Speed

Broadband is not available in all areas and broadband speeds do vary. Factors which impact on speed include how close your premises are to an exchange, your computer's capability, modem, connection and wiring, Wi-Fi, interference from electrical devices, the location and quality of the websites you choose to view, and any software you may have downloaded (malicious or otherwise). The day-to-day performance will also be affected by the number of users in your household and also on our network or the network of 3rd parties that we use to provide the service to you.

6.5.3 Modem

You will need a modem to use a Slingshot Broadband Service. 

ADSL Broadband requires an ADSL modem and filters that have a Telepermit. Slingshot can provide a complete Broadband Self-Install Kit for your purchase, including a modem, filters and everything you need to get yourself up and running.

Ultra-VDSL Broadband requires an VDSL modem that has a Telepermit. Slingshot can provide a VDSL modem and everything you need to get yourself up and running. Note that with a VDSL install which includes a VDSL master splitter and Master jackpoint, you do not need to use line filters.

Ultra-Fibre Broadband requires a Ultra-Fibre modem. Slingshot can provide you with an Ultra-Fibre Wireless modem for purchase at a heavily discounted price.

You will own the modem (whether purchased from Slingshot or elsewhere) and Slingshot is not responsible for it (without limiting your rights under Consumer Guarantees Act 1993 and Fair Trading Act 1986).

6.5.3.1 Setting up your modem & PC and transferring to a new line

You can set-up and configure your modem and PC yourself.

If you want your Slingshot Broadband Service transferred to a new telephone line, you will have to pay for connection and installation. 

7. Mobile network services

7.1 This clause applies if we provide mobile network access to you. Slingshot provides mobiles services via Telecom New Zealand Limited as a Mobile Virtual Network Operator

7.2 Our mobile services are at the maximum available speed and quality available from Telecom’s mobile network. Because we rely on other providers, we are unable to guarantee the quality, reliability and coverage of the service  will be available to you. Other issues beyond our control,and as such we cannot guarantee service (such as radio interference, outages and network coverage), may result in you being unable to connect or a you may experience a less than an optimal mobile serivce.

7.3 You may make local, national and international calls, text messages, Internet services and access voicemail and other Services. We do not support Voice over Internet Protocol and so do not assure you that currently available access levels may be maintained.

7.4 If your Mobile or SIM card is lost, stolen or otherwise out of your control, contact Customer Services on 0800 89 2000 immediately, so that we can Bar calls and use of our Services. Be quick because you may pay for all calls or use of Services up until you contact us and request that your Account is suspended. We are not liable for any loss you may suffer as a result of the loss, theft, damage, destruction or unauthorised use of your Mobile Phone or any SIM card. You agree to indemnify us for any loss we may suffer as a result of the loss, theft, damage or destruction of your Mobile Phone or SIM card or any unauthorised use or misuse by you or anyone else, whether authorised by you or not, of your Mobile Phone, SIM card or the Services.

7.5 Your mobile overseas

    Visit our website at www.slingshot.co.nz/mobile to see the countries where you can use roaming Services. We must enable Roaming Services before you can use them. You can apply for roaming through your My Account Self Service portal or by calling Customer Services on 0800 89 2000. Because overseas Network Operators charge us when you use roaming Services, we may require you to meet credit criteria before we enable roaming.

7.5.1 When using roaming Services for outgoing calls you will be charged at the external carriers’ or Network Operators’ rates. The charges vary and change without notice, so we please check overseas pricing before using roaming Services. You may also check with Customer Services on 0800 89 2000 or visit our Website for further information. We will pass roaming Services charges to your monthly statement

7.5.2 In addition to our charges, you should expect roaming Services to incur charges from external carriers or Network Operators. When you use roaming Services we become liable for the terms of the external carriers or Network Operators. So please check their terms before you use roaming Services in those countries because they will apply to you in addition to our terms.

7.5.3 While you use roaming Services, promotional offers, minutes or other entitlements which may come with your Pricing Plan may not apply. Please call our Customer Services on 0800 89 2000 before you leave New Zealand to check. 

7.6 Mobile device limit is a maximum of four mobile devices

7.7 Cancelling or changing your order. When you make an order and get your order number, you have committed to buying the item(s) from the Slingshot. If you have made a mistake, call us on 0800 89 2000 straight away (and in any case within 7 days). We will do our best to resolve any problems.  If you choose to cancel your mobile service after purchase, we may charge you Early Termination Charges and other usage charges.

7.8 Cancelling or changing your mobile device. If you need to return your mobile device please call us. The mobile device must be still packaged up like new. By “packaged up like new” means the mobile device is in its original box, the box is unopened and undamaged, and all external wrapping and seals are intact. If you return a mobile device that we do not consider to be “packaged up like new”, we won’t be able to refund you. Instead we will give
you a call and we may also ask you to pay for the handset to be sent back to you. The mobile device returns offer does not apply to SIM cards.

7.9 Mobile orders deliveries. We can only deliver things you buy to physical addresses in New Zealand. This does not include PO Boxes or Private Bags. Couriers need a signature before they will hand over an order. We are responsible for the items you’ve ordered until the order is signed for by you or someone on your behalf. Once it as been signed for, it’s yours and you’re responsible.

7.10 Returns Policy. If for any reason the handset or SIM card we send you isn’t exactly what you ordered, or turns out to be faulty, we will do our best to get that fixed. Please contact us on 0800 89 2000 as soon as possible. If you wish to return a mobile device because you have changed your mind or the device is not what you thought it was or you wish to cancel a mobile plan, please see 7.8 cancelling or changing your order section above. It’s important to note that we’re not responsible for the items you send back until they arrive at Slingshot. If you buy a mobile device from the Online Store that stops working within its manufacturer’s warranty period, just call us on 0800 89 2000 and we will send you a postage-paid courier bag so you can return it. The limits of warranty are detailed by the manufacturers warranty included with the device. At this point, you may need to pay a bond to cover the cost of inspection by the manufacturer. If there is a genuine fault with your mobile device you’ll get the bond back and the manufacturer will repair or replace your mobile device as stated in their warranty terms. Warranty claims are also subject to the other terms and conditions that you’ll find in the manufacturer’s warranty that you’ll get with your handset.

If you need to send a mobile device back for repair or replacement, there is the chance you might permanently lose any contacts, ringtones, messages, games or other downloads that you have saved into your handset. So we recommend that before you send a handset back to us, you make a back up of this data. Slingshot isn’t responsible for any loss of data from your handset in the case of repair or replacement.

8. Wireless Services 

8.1 This clause applies if we provide wireless access services to you.

8.2 The services require power to operate. To ensure continuation of services during power outages you should purchase and install a UPS (Uninterruptible Power Supply). If you choose not to install a UPS you should ensure you have an alternative means of communication in the event that you need to access emergency services.

8.3 Unless purchased, all equipment installed remains the property of Slingshot and you are liable for any damages. You are required to notify us when any equipment is lost, stolen or damaged. You must not use the equipment for any purpose other than to access our services and you must not modify or otherwise interfere with the equipment. In the case of faulty equipment, Slingshot will bear the cost of returning equipment for repair.

8.4 The base station of the phone provided with installation will be installed next to your Slingshot MAX Adapter unless otherwise requested. Installation elsewhere in your house is at your installers discretion and should be negotiated directly with them. 

9. Phone numbers and directories 

9.1 Any phone number that we allocate to you does not become your property. If we need to change your number we will give you as much notice of the change as we can.

9.2 If you wish your details to be available through directory assistance and/or in the phone book then we will pass your name, number and address to Telecom. You agree that Telecom can use your details for those purposes.

9.3 Subject to the terms of the Consumer Guarantees Act 1993, you agree that no member of the Telecom group of companies (or their officers, employees, contractors or agents) has any liability to you in connection with the directory assistance service or your phone book listing. 

10. IGLOO TV

10.1 This clause applies if we provide third party IGLOO services to you.

10.2 Please refer to www.igloo.co.nz for terms of service, and the 'important information' notices supplied with the IGLOO Set Top Box relating to; equipment, geographic coverage, warranty, electronic programming guide, software licence, and notices relating to the manufacturer and third party intellectual property. If you have IGLOO warranty or service escalations, please call IGLOO on 0800 2 IGLOO (0800 2 44566) or email toot@igloo.co.nz  

10.3 Geographic coverage restrictions apply. Your ability to receive IGLOO services is dependent on the coverage of IGLOO terrestrial transmission in your local area. You are required to have and to check prior to purchase that you have a working UHF aerial and cabling to your television and to be in the Freeview UHF terrestrial coverage zone, you will not be able to recieve Freeview or SKY TV satellite transmissions.

10.4 IGLOO Warranty, IGLOO equipment comes with a a 12 month warranty against defects in materials or workmanship arising from the first 12 months after installation. For details of the warranty and any equipment warranty claims, please contact IGLOO. 0800 2 IGLOO (0800 2 44566) 

11. Term 

11.1 If you have agreed to use a service for a fixed contract term, then you must do so. If you cancel within the fixed term period, you will be liable for any applicable early termination charges. For services where here is no fixed contract term, or where the fixed term has expired, either of us can terminate that service on giving the other 30 days notice. Where you wish to terminate a service you must do so through the “Member Services” section of our website. If you purchase the NOD32 antivirus product through us then the term of the license for that product is month to month.

11.2 We can terminate this agreement, or the provision of any service to you, immediately if you breach any term of this agreement or if we reasonably believe that you have supplied incorrect or misleading information to us.

11.3 If this agreement is terminated for any reason you must still pay us for services provided to you up to the date of termination. If you have prepaid for a service, no refund is payable to you on termination unless we agree otherwise. 

12. Liability 

12.1 We exclude all of our liability to you in connection with us providing services to you or failing to provide services to you. Without limiting this, we are not liable to you (and nor are any of our officers, employees, contractors or agents liable to you):1. if any communication you make is intercepted;2. if any communication you make is not properly transmitted or received;3. if any of our services are not available at any time or are faulty;4. for any delay in commencing the provision of services;5. if any software we supply does not operate properly;6. for any error in any directory listing which we arrange;7. (for internet customers) if your computer becomes affected by any virus or worm.

12.2 We are not liable to you for any fault in or non-provision of services which is caused by an event beyond our reasonable control.

12.3 If you use another service provider’s services during any period when our service is not fully operational, we are not liable to pay any amount you are charged by that service provider.

12.4 You acknowledge that no third party whose network or services we use to supply services to you (nor any officer, employee, contractor or agent of such third party) is in any way liable to you in connection with our services. This clause is intended to confer a benefit which those third parties can enforce.

12.5 Nothing in this clause limits any rights you have under the Consumer Guarantees Act unless you are using our services for the purposes of a business in which case any rights you may have had under the Consumer Guarantees Act are excluded. 

13. Privacy 

13.1 You authorise us to pass personal information to credit reporting agencies for the purpose of credit checking. You also agree to us obtaining and passing personal information about you to credit reporting agencies. This information will be used to update and maintain credit information files and will be accessed by the customers of the credit reporting agency.

13.2 You also agree to us passing personal information about you to a credit reporting agency in the event that you default on your payment obligations.

13.3 Any personal information we collect is kept at our offices at Level 4, 110 Symonds Street, Auckland. You are entitled to see any information we hold about you (although you must pay our reasonable charge for making it available) and to request that any incorrect information be corrected.

13.4 We may record calls you make to us to verify information and for staff training purposes.

13.5 If another CallPlus customer calls you, your name will appear on that person’s account as the called party. If you do not wish this to occur then please call customer services on 0800 89 2000.

13.6 You agree that personal information that we have obtained from you can be shared with other networks, for the purpose of monitoring and investigating fraud and other offences. We may also share your information with public sector agencies in order for them to investigate an offence. 

14. Changing these terms 

14.1 We can change these terms from time to time by giving you 14 days’ notice. We will inform you of any change by emailing or writing to you, by putting a notice in major daily newspapers or by providing relevant information on our website. Our latest terms and conditions are available at www.slingshot.co.nz. 

15. Notices 

15.1 Except where you wish to terminate our services (in which case you must follow the procedure in clause 9.1), if you wish to notify us of anything you can do so by writing to us at PO Box 108-109, Symonds Street, Auckland or by calling 0800 89 2000. We may require you to confirm in writing any advice you give us by phone.

15.2 If we wish to communicate with you or notify you of anything we can do so by post, phone, facsimile or email to the last known address or number we have for you.

15.3 Email is our primary method of communicating with customers. It is the customers responsibility to keep Slingshot informed of their most recent and active email address. Slingshot will not be liable for a customer not receiving notices if we have an incorrect, in-active or unused email address.

15.4 If your contact details change you must advise us of the new details as soon as possible. 

16. Access

16.1 To maintain the integrity and reliability of the Slingshot network we reserve the right to occassionally manage customers modems. This will ensure a high level of security within the network and may include such tasks as updating router firmware, updating DNS setting and updating/changing general router settings.

17. Credit reporting Practices

17.1 Slingshot will supply its customer’s credit information to credit reporting agencies on a monthly basis. This information may be held by the credit reporting agency by up to two years. This is part of the changes to the credit reporting privacy code, which came into effect 1 April 2012.

17.2 Slingshot will share the following with credit reporting agencies: information to ensure that those agencies are able to accurately identify individuals, information about an individual’s credit accounts (such as type of accounts and amount of credit), information relating to the circumstances of any credit default, and information about credit non-compliance action.

17.3 Customers’ rights in relation to their credit information are set out in schedule 4 of the credit reporting privacy code. For more information, visit the Office of the Privacy Commissioner’s website www.privacy.org.nz/credit-reporting-privacy-code

18. Other matters 

18.1 These terms are to be interpreted in accordance with the laws of New Zealand. Any dispute regarding the provision of our services under these terms is to be determined by New Zealand courts.

18.2 You must not assign your rights under this agreement. We can transfer our rights and obligations under this agreement to anyone else. We will notify you if we do so.

18.3 A delay in exercising any right is not a waiver of that right. A failure to exercise a right on any occasion does not prevent any subsequent exercise of that right


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