WIRELESS NATION LTD TERMS OF SERVICE

These Terms of Service were last updated on 2 November 2026

Please take some time to read these terms and conditions. By using our services, products, app, or website, you're agreeing to these terms and how they apply to you.

1. These terms explain how our products, services, the Wireless Nation app, and website (together, "Services") work and the rules that apply when you use them. By continuing to use our Services, including after we update these terms, you're agreeing to follow the most recent version.

2. This Agreement includes the following parts:

(a) General Terms of Use (this part);

(b) Either the Non-Commercial Terms of Use (Attachment A) or the Commercial Terms of Use (Attachment B), depending on how you use our Services;

(c) Mobile Phone Services Terms of Service and 30 Day Mobile Network Coverage Guarantee Terms and Conditions (Attachment C);

(d) Scam Guard Terms (Attachment D);

(e) NZMCA Park WiFi Wireless Services (Attachment E);

(f) Premium Technical Support Services (Attachment F);

(g) VoIP Terms (Attachment G);

(h) Fees Schedule (Attachment H);

(i) Service Level Agreement (Attachment I);

(j) Fair Usage Policy (Attachment J);

(k) Privacy Policy (Attachment K);

(l) AI Use Terms and Conditions (Attachment L).

3. Some terms apply to everyone, and others depend on the Services you use.

(a) The General Terms of Use, Fees Schedule, Service Level Agreement, Fair Usage Policy, Privacy Policy, and AI Use Terms and Conditions apply to all users.

(b) You'll be covered by either the Non-Commercial or Commercial Terms of Use based on the type of plan or service you have with us.

(c) The Additional Services Terms apply only if you choose, or are automatically enrolled in, any optional or add-on services.

4. You can always check the latest version of this Agreement online at http://www.wirelessnation.co.nz. If you prefer a printed copy, you can request one by writing to: Wireless Nation, P.O Box 91359, Victoria Street West, Auckland 1142, New Zealand (Attention: Accounts). A fee applies as per the Fees Schedule (Attachment H).

5. Definitions

Additional Services

The extra services we offer, such as technical support, VoIP/RBI Voice/PABX services, our hotspot services (like NZMCA Park WiFi), and any other services listed in Attachments C-G.

Agreement

The set of terms and documents described in clause 2 above.

Auto-Buy Roaming Pack

Means a Roaming Pack that is automatically added when text, calls or data are used in an applicable overseas country where this is available.

Internet Services

Depending on what you use, this may include:

- Satellite Internet

- Wireless Internet

- Fibre-based Internet Services

- Apartment Internet (sometimes called Cable over Fibre or Fibre to the Curb)

Bundled Services

A package that combines two eligible Wireless Nation services, as shown on our website.

Consumer Law

New Zealand's Fair Trading Act 1986 and Consumer Guarantees Act 1993.

Content

Any content we or our third-party partners provide through the Service - including images, photos, animations, videos, audio, music, and text in any format.

Cookie

A small file that helps us understand how you use our website so we can tailor your experience.

Copyright Law

The Copyright Act 1994 and any other copyright laws that apply in New Zealand.

Copyright Owner

A Copyright Owner is someone who owns the copyright rights in their creative content under the Copyright Act 1994.

Equipment

The hardware we supply for your Service, such as a modem, antenna, router, or other related equipment.

EULA

An end-user licence agreement.

Final Proposal

The document signed by you or the online form completed by you on our website or the verbal order of Services via a phone call to Wireless Nation or the sign up in person with us that sets out the Services to be provided by Wireless Nation, the length of the contract and the cost of the Services.

FUP

Our Fair Use Policy, found in Attachment J.

Gigabyte (GB)

1,000 megabytes (MB).

Incident

A single, identifiable problem that we work to trace back to one cause. We decide what qualifies as an Incident.

Mobile Phone

Any mobile hardware other than a Portable WiFi modem and SIM cards (including but not limited to handsets and accessories).

Mobile Phone Services

Services that provide calling, texting, and/or mobile data for your Mobile Phone or comparable mobile devices, excluding our Portable WiFi service.

Monthly Plan

A plan with no fixed term, also called an "Open Term" plan.

Notice

A notice given as outlined in clause 100 to 102.

Notifiable Privacy Breach

As defined in the Privacy Act 2020.

Personal Information

As defined in the Privacy Act 2020.

Primary Email Address

The email address you gave us when you signed up, or a new one you've asked us to use instead.

Roaming

Using the cell phone network of another provider in an overseas country or on aeroplanes or ships.

Roaming Pack

Means a roaming pack supplied by Wireless Nation made up of a bundle of minutes, data and text messages that lasts up to a certain number of days (as per our current Mobile Phone rate card on our website) before expiring.

Server

An internet server we operate to provide the Services.

Services

Everything we provide under your pricing plan, including Internet Services, Mobile Phone Services, software, equipment, content, Additional Services, technical support, DNS services, websites, the Wireless Nation app, Pearl our chatbot (see attachment L below), and other related products.

SLA

Our Service Level Agreement in Attachment I.

Software

Any software we provide for use with our Services, including software owned by us or by our third-party partners.

Terabyte (TB)

1,000 gigabytes or 1,000,000 megabytes.

Term Plan

A plan that has a fixed contract term.

We, Us or Our

Wireless Nation Limited.

Websites

Our sites at https://wirelessnation.co.nz, https://wirelessnation.net and https://myhub.wirelessnation.net.nz, including the pages, tools, information, software, and features we operate.

Working Day

A day when banks are open in Auckland, not a Saturday, Sunday, or public holiday.

You or Your

You, the customer who subscribes to our Services.

GENERAL TERMS OF USE

Website and the Wireless Nation App Content

6. While we work hard to keep the information on the Wireless Nation website and app accurate and up to date, we can't guarantee that all content is always complete or error-free. We reserve the right to correct any errors as they are discovered. We may update or change the website or our app at any time, without prior notice. Information produced by Pearl our chatbot may be unreliable as AI technology is still developing; see attachment L below. Any content or information about us or our products and Services on third party websites may be incorrect, outdated and/or out of our control and therefore cannot be relied upon.

7. All content on our website and app is protected by copyright. You must not copy or reproduce any part of our website or app without getting permission from us first.

Term of This Agreement

8. This Agreement starts as soon as you accept it and will continue either:

(a) month-to-month ("Monthly Plan"), unless ended under the termination terms; or

(b) for a fixed contract term ("Term Plan"), if your Services are on a Term Plan outlined in your Service Schedule. After a fixed term our Services automatically become month-to-month.

9. You are considered to have accepted this Agreement when any of the following happens:

(a) you accept it online, on the phone or in person during an order, registration, or during the Standard Installation of Equipment or Software;

(b) you start using any of our Services;

(d) you use our website, customer portal or app.

10. If you switch to a different service plan, your term and monthly price of your plan may change. All other parts of this Agreement will stay the same unless we specify otherwise.

Revisions to This Agreement or the Services

11. We may update this Agreement from time to time by giving you Notice. We may also change or remove any Services, and/or any features, Content, or applications within the Services at any time, with or without notice. Notwithstanding this, if we make a change that negatively affects you, including a price change, we'll give you at least one month's notice where possible. We'll let you know about any negative change by posting it on our website and/or emailing your Primary Email Address. It's your responsibility to review these terms regularly. If you keep using the Services after we publish changes, that means you accept them.

12. By continuing to use the Services after any updates take effect, you are agreeing to follow the revised terms.

Account Use and Responsibilities

13. You confirm that you are at least 18 years old and legally able to enter into this Agreement.

14. You agree to:

(a) let us know as soon as possible if any of your personal or billing details change so we can keep your account up to date; and

(b) authorise us to act on any verbal instructions you give us in relation to the Services;

(c) notify us of who is authorised to make changes to your account. If you authorise a person, you accept all the changes that they may make on your account; and

(d) give all termination Notices in writing.

15. You are responsible for:

(a) All use of your Services and account, whether it's you or someone else using your account (with or without your permission), including any secondary or sub-accounts linked to your main account; and

(b) All charges on your account, including any additional usage or overuse fees which are payable in arrears.

16. You agree to follow all laws and regulations of the country you are in while using our Services. Except for Mobile Phone Services, which are available internationally by default, you may only use all other Services within New Zealand unless this Agreement specifically allows otherwise or we have agreed in writing. Mobile phone international roaming rates apply as per our current rate card on our website.

17. We ask that you treat our team with respect at all times, and we commit to doing the same for you. Abusive behaviour, including discriminatory language, threats, or violence, is not tolerated. If this occurs, we may terminate your Services immediately. If you are on a Term Plan, Early Exit Fees (as outlined in Attachment H) will apply.

18. You are responsible for providing a reliable power supply at the location where you use our Services to enable your equipment, such as your modem, router, Wi-Fi devices, or phone, to operate. If your power goes out and you do not have a backup power source, your internet and voice services will stop working, meaning you will not be able to call 111 in an emergency unless you have an operational cell phone you can use instead. If you or someone in your household relies on 111 access due to health, disability, or safety reasons and you use our VoIP landline service at a fixed location, and have no other means of contacting 111 in the event of a power failure, you may qualify as a vulnerable consumer. If approved, we'll work with you to provide a suitable solution at no cost. You can find more information on our website by searching "111 Contact Code".

Availability of Services

19. The Services you choose may not be available everywhere, or may not always achieve the speeds, rates, or bandwidth we typically advertise. Some addresses may not qualify for Services even if initial testing suggested they would. 5G Services are subject to network coverage/availability and need a 5G capable modem/phone; where no 5G coverage is available at a particular location, the connection will move to 4G automatically if available, and move back to 5G once coverage is available again. Rural Wireless requires 4G or 5G coverage in order to work.

20. If we're no longer able to provide a Service to you, we'll do our best to offer a suitable replacement. Replacement Services may have different pricing or fees. If a Service becomes unavailable, you don't have to move to a new plan, and we won't charge Early Exit Fees for the discontinued Service. Some wireless Services can only be used at the address you signed up with. If that applies to you, you agree not to move the equipment to a different location. We may suspend the Service if the device is moved, and reconnection fees may apply once it's returned to the approved address.

21. Bandwidth is provided per connection, not per device. The speed each device receives will depend on things like how many devices are connected and what they're doing (for example, several devices simultaneously streaming video may slow the connection speed on each device).

22. Service speeds can be affected by factors such as network congestion, your location, weather and atmospheric conditions, the setup of your computer or devices, the size of your home, the construction material of your dwelling and the quality of wiring at your property. In periods of heavy congestion, we or our upstream suppliers may use traffic management (without notice) to prioritise essential online activities, such as voice calls or access to websites, which may temporarily reduce your speeds.

23. Unless we say otherwise, the speeds we advertise represent the peak time average speeds, in line with the Commerce Commission's advertising guidelines. Your real-world speeds will depend on many factors (see clause 22 for examples).

24. We and our suppliers may need to restrict or suspend your Service from time to time to carry out maintenance or manage the network. Where possible, we'll give you at least one week's notice. In urgent situations, this may happen without prior notice.

Software Licences, Equipment, and Third-Party Services

25. We may provide you with software or equipment, either free of charge or for a fee. You may use these only with our Services and for no other purpose unless by prior agreement. If installation is needed, you agree to allow us or our approved contractors access to your property to complete the setup.

26. From time to time, we may update, upgrade, or change the software on your equipment or device, either remotely or in person. These updates may also adjust your settings. You agree to allow us (or our contractors) to make these changes when required.

27. Some software comes with its own end-user licence agreement (EULA), either from us or from a third party. If a EULA applies, the terms of that EULA, as well as this Agreement, will govern how you may use the software. You must not install or use any such software unless you agree to the EULA wording.

28. For software that does not have a EULA, we give you a revocable, non-exclusive, non-transferable licence to use it, including any updates or fixes. You must not copy the software.

29. The software we provide is confidential and contains intellectual property owned by us or by our licensors. You agree not to share it or use it in any way that isn't permitted under this Agreement.

You must not:

(a) decompile, reverse-engineer, or dismantle the software

(b) attempt to access its source code or design

(d) remove or change any copyright, trademark, or other notices.

You do not own the software; you only have permission to use it under licence. All intellectual property rights stay with us or our licensors.

30. Your licence to use our software or any additional Service continues until we, our licensors, or you end your Services. Once your Services end, you must stop using the software immediately and delete it from your devices.

31. If you subscribe to or use a third-party service that we provide access to, your use of that service is governed by the third party's End User Licensing Agreement (EULA). It's your responsibility to read and follow those terms. If you breach them, we may suspend or end your Services with us.

32. All intellectual property rights in our websites and app, including the software, images, graphics, videos, audio, text, and other content, belong to us, our affiliates, or our licensors. Any content you access through our websites belongs to its respective owner and may be protected by copyright and other laws. This Agreement does not give you ownership or rights to use any of that content, except as needed to use our websites or app in line with these terms.

Pricing and Billing

33. We may vary our prices at any time. If you are on a Term Plan and the change is a price increase, this will give you a right to cancel the affected service without Early Exit Fees as per Attachment H. We will give you reasonable notice of any price increase where possible. Current pricing can be found on our website.

34. Whether you or someone else uses your Services, you agree to pay all charges related to your plan. This includes:

(a) Your standard plan fees

(b) Any additional charges that apply to your Services, including (as listed in the Fees Schedule):

(i) taxes

(ii) surcharges

(iii) recovery fees

(iv) telephone call charges

(v) SMS and multimedia message charges

(vi) activation fees

(vii) installation, de-installation, and re-installation fees

(viii) reactivation fees

(ix) data overuse (data packs or top-ups)

(x) set-up fees

(xi) equipment charges

(xii) early exit fees

(xiii) handling and shipping fees

(xiv) credit card surcharges

(xv) any other recurring or one-off charges associated with your Services.

We reserve the right to impose a credit limit on your account at any time at our sole discretion.

35. All prices are GST inclusive and in New Zealand dollars unless otherwise specified.

36. We may choose to waive fees or charges at our discretion.

37. If you think your invoice is incorrect, you must let us know in writing within 21 days of the invoice date. You may withhold payment only for the amount you're disputing. If we agree there is an error, we'll correct your account, and this will appear as a credit note or on your next invoice. If we find the invoice is correct, you must pay the outstanding amount immediately.

38. Some taxes, surcharges, and other charges listed above may change from month to month. Surcharges and recovery fees are set by us (they are not government taxes) and may be updated over time.

You also agree to pay any additional fees such as interest, charges for insufficient funds, or costs associated with debt collection or litigation if your account becomes overdue.

One-off charges like installation, activation, set-up, and equipment fees will appear on one of your first bills. If mileage charges apply for installation, these will be billed afterwards.

We measure every byte of data sent to or from your modem, including standard overhead such as headers or retransmissions. If we apply compression and reduce the size of the data you send or receive, only the compressed amount counts toward your usage.

We may also monitor bandwidth usage on a per-customer basis to help manage our network.

Third-Party Billing and Partner Benefits

39. If you choose to be billed through a third party, or receive benefits through a partner organisation such as NZMCA, you agree that we may share personal information needed to set up your billing or to verify your membership.

If you belong to more than one of our partner organisations, you can only receive one partner discount at a time, provided you meet the eligibility requirements. Partner discounts may not apply to temporary promotions or bundle deals. To be eligible for special plans and pricing granted through the membership of a specific partner organisation of ours (such as NZMCA), you must actively hold a membership with that partner organisation. If your membership ends, you must tell us straight away and your plan will move to the current standard price for non-members. We reserve the right to request that you reimburse us for any discount you received that you were no longer entitled to.

How and When We Bill

40. Monthly recurring charges are normally billed one month in advance, while usage charges are billed in arrears, unless a plan states otherwise.

41. For "endless" Portable WiFi or 4G and/or 5G Home Wireless Internet: When you reach your full speed data limit, you will receive endless data at reduced speed with a maximum of 1.2Mbps, with the exception of

(a) the 20GB Rollover Portable WiFi plan component of our Home & Away bundle, which will stop when you run out of data and

(b) the 10GB Home Security plan as well as some older plans that will attract chargeable auto-top ups.

42. For Home Security WiFi and some older plans with a data cap:

(a) When you reach your data allowance, up to four small automatic data top-ups will be applied at the current price.

(b) Once these are used, your Service will pause to prevent unexpected large overuse charges over and above the four top ups specified above.

43. For prepaid Additional Services:

(a) These are billed in advance.

(b) Billing will begin on the date your internet installation is completed, if ordered with new internet; otherwise, billing begins when you submit your order.

44. For Mobile Phone Services with a data cap:

(a) If you are on an "endless" plan, once you reach your data limit you will receive endless data at reduced speed with a maximum of 1.2Mbps. We notify you via your Primary Email Address when you have reached 80% and 100% of your data limit so that you know when to expect the reduced data speed.

(b) If you are on a standard plan with a data limit, we notify you via your Primary Email Address when you have reached 80% and 100% of your data limit. Each time you run out of data, a data pack will be added automatically at an additional charge. If you do not wish for an automatic top-up to be added please switch off mobile data on your handset prior to reaching your data limit. Automatic top-ups cannot be disabled on these mobile plans.

45. All Mobile Phone Services:

(a) Excess usage charges may apply as shown in the Mobile Phone Rate Card on our website. Roaming charges are additional.

(b) We may waive fees at our discretion.

46. If you cancel part of a Bundled Service:

(a) The remaining Services will automatically move to their standard, non-discounted month-to-month Service or rates.

(b) Some bundled components may no longer be available to you.

47. If your billing is managed through a Wireless Nation Channel Partner (such as PGG Wrightson Limited), your Wireless Nation charges will appear on their monthly statement.

Payments and Direct Debits

48. You agree to set up automatic payments and allow us to debit your bank account or credit card.

(a) Direct Debits or credit card payments are processed on the second-to-last Working Day of each month.

(b) If a Direct Debit fails due to insufficient funds, your bank may dishonour the payment and we may charge you a dishonour fee (see Attachment H).

(d) We do not accept cheques.

49. If you can't pay your invoice/ Overdue Payments:

(a) If you are unable to pay an invoice before its due date, and any part of your invoice becomes overdue, we may charge some or all of the applicable fees set out in Attachment H unless we come to an alternative arrangement, see clause 49(b) below. We may also suspend or terminate your Services if we have sent a payment reminder and payment has not been received, if we cannot agree on a reasonable payment plan agreement, or if you do not make all the agreed repayments as per your payment plan. Monthly charges will continue to apply during suspension due to an overdue invoice but will not apply from the date of termination should your account be terminated. Any charges up until termination remain payable to us, or to a debt collection agency if the overdue balance has been sent to collections.

(b) We send invoices out in advance so that you have time to contact us ahead of time about any issues making payment. If you are experiencing financial difficulty and you let us know before your invoice is due, we can discuss any alternative options available to you such as a payment plan. We will ask that you provide proof of your genuine financial hardship to qualify for hardship assistance, which will be treated confidentially as per our Privacy Policy. Alternative options may include moving you to a cheaper plan where available (early exit fees may apply if you are on a Term Plan); moving you off a Bundled Service to a single Service (please note that the cost for the single Service may be greater than the cost of that same Service within a Bundled Service because Services within Bundled Services are discounted), offering payment plan options where approved, pausing your Services for a short time (if you are on a Term Plan, that Term Plan contract duration will extend by the same amount of time that it is paused), or cancelling your Services. Term Plan changes or cancellation may attract early exit fees detailed in Attachment H.

More information about financial hardship and how we can help can be found on our website here.

Credit Checks

50. We may review your credit history before approving, modifying, or continuing your Services.

(a) We may obtain credit reports or share relevant information with our affiliates to assess your creditworthiness.

(b) If you do not pay your bill, we may report this to a credit reporting agency, which could negatively impact your credit rating.

Term Plans

51. If you choose a Term Plan, you agree to keep your Services for the full length of that plan. If you want to end your Term Plan early, it must have been active for at least one full month and you must give 5 working days' notice for internet Services and 30 days' notice for Mobile Phone Services, and Early Exit Fees (listed in Attachment H) will apply. We may shorten those notice periods in extraordinary circumstances at our sole discretion. At our sole discretion, we may allow you to upgrade and downgrade plans within a Term Plan.

52. For Internet Services, your Term Plan starts on the later of:

(a) the date you switch your current internet plan to a Term Plan, or

(b) the date your internet Service is made available to you.

53. For Bundled Services, your Term Plan starts once all parts of the bundle are fully set up and connected.

54. When your Term Plan ends, you may be offered the option to start a new one.

(i) If you don't choose a new Term Plan, your Services will move to a Monthly Plan.

(ii) If you choose a new Term Plan, the terms of that new plan will apply.

55. If you move address, We will do our best to provide You with a connection there. Your existing Term Plan may not be able to be transferred to your new location unless we agree in writing, and this may not always be possible as some Services are not available in all areas.

Monthly Plans

56. When you sign up for a plan, it's up to you to contact us if you want to upgrade or downgrade your Services. New plans may be released from time to time at different prices, and if you're on a Monthly Plan, you can change to another plan by giving us written Notice.

Plan changes take effect on the first day of the following month. To accommodate your increased data consumption need without delay, we may upgrade your plan at our sole discretion immediately upon your request, with the entire current month attracting the increased plan fee as well as plan inclusions. Plan downgrades are always effective from the first day of the following month.

We will only change your plan with permission from the account holder or authorised person on your account.

57. Monthly Plans are designed to give you flexibility to move to newer plans as they become available. We recommend checking our website from time to time to make sure you're on the best plan for your needs. We will not change your plan features without your approval unless the changes only benefit you (for example plan inclusions or benefits increase).

58. You can only use one special pricing promotion during any rolling 12-month period.

59. If you're on a Monthly Plan, either you or we may end this Agreement at any time by giving 5 working days' Notice (as long as the plan has been active for at least one month). Activation and set-up fees paid when you joined are non-refundable.

60. Whether you are on a Term Plan or a Monthly Plan, we may change, limit, suspend, or permanently stop providing the Services (or any part of them), with or without notice, if:

(a) we decide to change or withdraw the Services; or

(b) you breach this Agreement.

61. If your Term Plan or Monthly Plan Services are terminated for any reason, you agree:

(a) to stop using the Services immediately;

(b) to pay all applicable charges listed in the Fees Schedule;

(c) to return all Equipment (unless you have purchased it) at your expense within 2 weeks of your Service ending. If you do not return the Equipment in time, we will invoice you for the full equipment cost;

(d) that we may immediately delete all data, files, emails, address book entries, and any stored content associated with your account, without further notice; and

(e) to reimburse us upon demand for all costs we incur which are directly incurred as a result of a breach of this Agreement by you.

Management of Your Data and Devices

62. You are responsible for making sure you have the right equipment and software to use our Services, and for managing and protecting your own data, including backing it up and restoring it if needed. We are not responsible for any loss of your data, whether it's stored on your devices or on our servers.

63. Data transfer/loss

(a) We may:

(i) Use, copy, store, move, or reformat data that travels across our network, including distributing it across multiple servers for maintenance or backup purposes; and

(ii) Block, filter or remove unlawful or harmful content that you store or send through our servers.

(b) While we take reasonable steps to maintain our network, we cannot guarantee the protection of your data against loss, alteration, or unauthorised access.

(c) While we take all reasonable security precautions, due to the nature of telecommunications services we cannot guarantee the confidentiality or security of any calls or transmissions you make using our Services, nor that they will be free from viruses and other harmful things.

(d) If you have an Internet Service, you may connect multiple devices within your premises to the modem or router we provide, or to a compatible router of your own choosing. Typically, we allocate:

(i) one shared public IPv4 address using Carrier-Grade NAT (CGNAT). This means your public IPv4 address is shared with other customers, and it may change from time to time; and

(ii) where our service supports IPv6, a range of IPv6 addresses that is not shared with other customers. This range is allocated dynamically and may change, including each time your connection restarts.

(e) If you require an IP address that does not change, we offer the following, subject to availability, as separate add-on services:

(i) A static IPv4 add-on, which allocates you a dedicated public IPv4 address not shared with any other customer; and

(ii) A static IPv6 add-on, which allocates you a fixed IPv6 address range that will not change due to session restarts or reconnection.

(f) Regardless of which service you have, you do not own any IP address allocated to you. We choose which address(es) to allocate based on availability and network requirements, and addresses (including static ones) may be changed if reasonably required for network operation, though we will aim to give you notice where practical.

(g) We may at our sole discretion:

(i) Port / inbound blocking: Block some ports for security and anti-spam purposes;

(ii) DNS restrictions: Restrict which DNS servers can be used for cybersecurity purposes; and

(iii) Filters / site blocking: Apply filters or site blocking to restrict access to illegal content.

64. You are responsible for keeping your devices and data secure - including protecting your passwords, user IDs, and personal information, and using encryption where appropriate. We strongly recommend signing up to our Scam Guard service, using up-to-date antivirus, anti-spyware, and firewall software.

65. We are only responsible for the Service connection from us to your modem or mobile phone, and we provide free technical support for any issues with this connection. Our free technical support does not include troubleshooting issues you are having that relate to the way your devices connect to your internet/mobile connection or WiFi network, e.g. if your iPad is connected but you can't connect your TV, you need to engage an IT service company or pay for PTS as the connection we provide is working and the connection issue is with the device itself. If you need help with your devices, we offer a paid PTS service if resources are available, with further details found in Attachment F below or by calling our friendly customer service team. We will not pay for or reimburse third party IT support costs you incur.

66. We may enable a secondary WiFi network (SSID) on any router we provide to you.

67. To maintain and improve our Services, we automatically measure how our network and your connection perform. You agree that we may:

(a) access your computer or equipment when reasonably needed to provide support,

(b) monitor, adjust, and record data or settings necessary to deliver your Service,

(d) adjust your computer settings where required for the Services to work correctly.

Limitations on Use of the Service

68. You acknowledge and agree that:

(a) We are not responsible for issues such as invalid destinations, transmission errors, delays in transmission, or any corruption of your data;

(b) We cannot guarantee that you will be able to access all websites, servers, or online Services, or that the Services will always be secure or meet every specific need you may have;

(c) We are not responsible for any transactions you enter into through the use of our Services or any dealings between you and any advertisers or other third parties using the Services or your participation in any promotions;

(d) We are not responsible for any delay in receipt of information transmitted to or from you using our Services; and

(e) We take no responsibility for the accuracy, completeness or currency of any content, material or services that you may access or that we have provided to you by a third party though the Services, or for any charges that you may incur by your use of such content, materials or services.

69. Harmful internet content

(a) The internet provides access to a wide range of content, including material that may be explicit, offensive, illegal or unsuitable for children.

(b) You are responsible for supervising how children use the Services.

(d) We strongly recommend looking into our Family Fibre plan or using reputable content-filtering software, if you want to restrict access.

70. If you enter an invalid website address (URL) or type a search term into your browser's address bar, we may display an Advanced Web Search (AWS) Page with suggested links instead of the usual "page not found" (NXDOMAIN) error message. This may affect any applications that rely on receiving an NXDOMAIN error.

71. You may not use the Wireless Nation name or logo:

(a) as a hypertext link to any website; or

(b) for advertising, publicity, or any commercial purpose;

unless you have our prior written permission from us.

72. We are not responsible for the accuracy, quality, completeness, or usefulness of any content, advice, or opinions found in emails, message boards, chat rooms, community forums, or any other public or social platforms, unless it comes directly from one of our current employees and is intended to be viewed and relied on by you. We do not endorse the views or opinions of those outside Wireless Nation shared in such spaces and do not routinely monitor them, although we reserve the right to do so.

73. When you upload, post, transmit, or share any content using our Services, you confirm that you have the legal right to do so and that you are not infringing on anyone else's copyright, trademark, or other rights.

74. Websites linked to or from our Services are not controlled, reviewed, or monitored by us. You agree that:

(a) we are not responsible for any loss or issues arising from your use of third-party websites, and;

(b) inclusion of a link or advertisement does not mean we endorse that website or its content.

Warranties and Limitation of Liability

Your Consumer Rights

75. Consumers have rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, and we always aim to comply with these laws. Nothing in these Terms of Service takes away any rights you have as a consumer.

Equipment Warranty

76. If you purchase equipment from us and you're a consumer, we provide a 12-month warranty.

(a) We'll repair or replace faulty equipment that is still under warranty and meets the warranty conditions.

(b) The warranty does not apply if the equipment has been damaged, for example by impact, extreme heat or cold exposure, liquid, power surges, or unauthorised tampering (including broken warranty seals).

(c) Using our Wireless Nation 12-24V DC surge protector helps protect your modem from power surges in motorhomes, caravans, trucks and other vehicles.

(d) To make a warranty claim, you must return the equipment to us at your cost initially (unless we advise otherwise in writing). If the warranty claim is valid, we will reimburse reasonable shipping costs.

77. Any faulty equipment that belongs to us must be returned to us.

If You Breach These Terms

78. If you breach these Terms of Service, you are responsible for any losses we suffer because of that breach, except to the extent that we caused or contributed to the loss, subject to the liability limits in clauses 83-85. You also agree to promptly take reasonable steps to reduce the potential loss we might face.

If We Breach These Terms

79. If we breach these Terms of Service, we are responsible for any resulting loss you suffer, except to the extent that you caused or contributed to the loss, subject to the liability limits in clauses 80-93. This may mean we need to compensate you or provide another remedy. We are also responsible for any breach of New Zealand law, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

When We Are Not Liable

80. In addition to the above, we are not liable to you for the following instances when you use our Services:

(a) if we need to temporarily disconnect your Service, wiring or equipment in order to restore or maintain your Service;

(b) for events outside our reasonable control that disrupt our Services (including but not limited to cyber crime and hacking; natural disasters; epidemics; severe weather; terrorism; connection issues caused by our upstream providers; government actions or orders; fires; strikes or other labour disputes; war; civil unrest; the unavailability of equipment or Services; or failures in international subsea cables);

(c) for any indirect or consequential loss you may suffer, or for your loss of profits, data, business, revenue, goodwill, or savings whether or not they stem from our negligence;

(d) for any losses you suffer if you fall victim to a phishing scam or similar cyber crime while using our Services;

(e) for any loss of Service when you take your Mobile Service or Portable WiFi to an area with limited or no coverage; and

(f) for any outage of the Services not caused by our negligence.

81. Outages for customers caused by our negligence that last longer than 24 hours will be compensated with a pro rata account credit based on the cost of your service and the number of days it was out of service, upon your written application to us for this compensation within 30 days of the outage starting.

82. Our overall liability is limited by clauses 79-93.

Liability Limits

83. Limits: Except where noted elsewhere in this Agreement, our liability to each other for breach of contract, negligence, or anything connected to these Terms is limited to:

(a) $5,000 for any single event or related series of events;

(b) $10,000 total in any 12-month period.

84. These amounts are the maximum possible, and the actual amount payable may be less depending on the situation. Claims must be made within 12 months of the date when the person making the claim becomes aware of the issue.

85. The limits in clause 83 do not apply to:

(a) any unpaid charges you owe us, or

(b) cases involving fraud, criminal acts, deliberate breaches, or deliberate damage.

86. Responsibility up to External Termination Point: We are only liable for the direct cost of fixing a problem with your Service up to the External Termination Point on your outside wall, or to the Optical Network Terminal inside in the case of fibre, or to your modem in the case of Portable or Fixed Wireless, or to your mobile phone in the case of a mobile connection.

87. Consequential Losses: We are not liable for any consequential losses you suffer because a problem with your Service occurred, including but not limited to:

(a) loss of profits/revenue (e.g. you cannot take orders due to an internet outage);

(b) loss of data (e.g. our network fault caused your files to be corrupted that you had not backed up);

(d) reputational damage (e.g. you had unhappy customers due to technical difficulties from an internet outage); and

(e) wasted expenditure (e.g. paying staff who could not work due to an internet outage).

88. Hardware Defects: We are not responsible for the failure of the hardware at your premises, such as sockets and wiring, or a modem or device that we have not supplied or approved. If a technician visits and finds the fault is with your hardware or cabling and not our connection, you agree to pay their call-out fee, and we will accept no liability for the outage or its repair.

89. Outages Beyond our Control: We are not liable for acts beyond our reasonable control.

90. Landline, VoIP or Mobile Number Loss: We are not liable for any loss you suffer if your phone number is changed for any reason, or if a porting request (moving your number to another network) is delayed or fails, causing you to suffer losses. You do not own your phone number. While very rare, we can change your number if required by law or regulations or due to outside causes (e.g. network migrations, or wholesale agreements that change) and we are not responsible for losses you may suffer due to the number change.

91. Hacking/Phishing: If a scammer hacks your account or uses your connection to launch an attack, we are not liable for your financial loss. We provide the "pipe," but you are responsible for the "locks" (passwords/firewalls).

92. Malware: Even if you use our security add-ons Scam Guard or Plume, we are not liable if a virus or cyber attacker still gets through and damages your data, or causes you to suffer a loss. These provide a valuable additional layer of security, but are not complete protection.

93. Data Integrity: We do not guarantee that data sent over our network will be private or uncorrupted. If a sensitive file is intercepted by a third party while in transit, we are not liable.

Service Availability and Performance

94. We do not guarantee that Services can be provided at your location, or within a specific timeframe, even if we initially accept your order. Service availability depends on factors such as:

(a) network capacity and availability;

(b) where you live;

(d) line quality and wiring at your property;

(e) your device configuration.

If your requested service cannot be connected to our upstream network provider, e.g. Chorus, neither you nor we have any further obligations under this Agreement, except that you must return any equipment that you do not own, and pay any relevant fees where applicable.

95. We do not guarantee specific speeds, bandwidth, data throughput, or that Services or equipment will be uninterrupted, error-free, secure, or free from viruses, worms or disabling code. We are not responsible for any loss you suffer including loss of your data from using the Services or our supplied equipment, or if required changes in technology mean your equipment needs to be updated, modified, or replaced.

Third-Party Providers

96. All limitations and disclaimers in this section also apply to our third-party licensors, providers, and suppliers. They are considered third-party beneficiaries under this Agreement.

Indemnification

97. If you use your own equipment to access the Services, you confirm that you have all the necessary rights and permissions to use that equipment with our network.

98. If you, or anyone using your account, commits fraud, intentionally breaches this Agreement or the law, or intentionally causes damage while using the Services, you agree to indemnify (protect and compensate) Wireless Nation and its related parties for any costs, losses, or expenses we face as a result, including reasonable legal and expert fees.

It applies to losses arising from:

(a) using the Services in a way that breaks New Zealand laws, regulations, or this Agreement;

(b) using the Services to access the internet or transmit/post messages, images, software, or other material;

(c) using the Services in a way that harms someone, causes injury or death, or causes damage to any property (including data);

(d) claims that your use of the Services infringes someone else's rights, including intellectual property rights.

99. If we need to use a debt collection agency or take legal action to recover overdue amounts from you, you agree to reimburse us for all costs involved, including reasonable solicitor fees.

Notices

100. All termination Notices must be given to us in writing. If you need to give us Notice under this Agreement, you can contact us at:

(a) P.O. Box 91359, Victoria Street West, Auckland 1142, Attention: Customer Service; or

(b) accounts@wirelessnation.net

101. Any Notice we send to you will be considered received when:

(a) we email it to your Primary Email Address, or

(b) we mail it through NZ Post to the address we have on file for you.

102. If you contact us by email from your Primary Email Address, you agree that we may rely on that email as proof that it was sent by you and that the communication is genuine.

General Provisions

103. Except where this Agreement states otherwise, ending the Agreement:

(a) does not remove your responsibility to pay any outstanding charges or for anything that happened before termination;

(b) does not limit our right to pursue any remedies available to us under this Agreement or under New Zealand law; and

(c) does not affect clauses 29, 30, 31, 32, 77, 79, 96, 97, 98, 99, and 104, or the Privacy Policy attachment K which continue to apply even after the Agreement ends (along with any other clauses that naturally survive termination).

104. You may not transfer this Agreement, or any of your rights or obligations, to another person. Any attempt to do so is invalid. We may assign this Agreement to another party, with or without notice (subject to clause 11), as long as the new party offers the same or better terms to you as we did. You agree to make future payments to the new party as you would have to us, if this happens.

105. We may use subcontractors to deliver any part of the Services. You agree that we may share the information needed for them to provide those Services.

106. This Agreement is governed by New Zealand law. Any legal disputes must be heard in a court located in Auckland, New Zealand.

107. If we do not enforce any part of this Agreement at any time, it does not mean we waive our right to enforce it in the future. If any part of this Agreement is found to be invalid, illegal, or unenforceable, the remaining terms will still apply. The affected clause will be interpreted as closely as possible to reflect the original intention.

108. We record phone calls and online chats for quality assurance and to help improve our services. We have CCTV in our office for security purposes.

109. This Agreement, along with any product specific terms at signup, form the entire agreement between you and us for the Services and replace all previous written or verbal agreements. Any changes requested by you will only be effective if we agree to them in writing and sign that agreement. We may make changes to this Agreement by giving you reasonable notice if they adversely affect you, and your continued use of our Services is deemed acceptance of those new terms.

Attachment A - Non-Commercial Terms of Use

1. These terms apply if you are a non-commercial customer, and they form part of your Agreement with us.

2. Our standard Services are consumer-grade and are not designed for business or commercial use. You must not resell the Services, use them for unusually high-volume activity, or use them in any other ways similar to this, whether commercial or non-commercial use.

3. You must not exceed any bandwidth limits we set from time to time, and you must not use your Internet Service to host any kind of server. If you do, we may restrict your bandwidth or suspend or terminate your Services.

Attachment B - Commercial Terms of Use

1. If any part of these Commercial Terms of Use conflicts with the General Terms of Use, the Commercial Terms of Use will apply.

2. These terms apply where you are acquiring Goods or Services from Wireless Nation for business purposes under sections 2 and 43 of the Consumer Guarantees Act 1993. Because of this, both parties agree to contract out of the Consumer Guarantees Act to the fullest extent permitted by law.

3. Resellers please see the latest Reseller Rate Card for pricing and further terms. Unless your contract states otherwise, if you exit a commercial contract early, you agree to pay back any discounts or subsidies received on hardware plus 90% of the remaining contract value.

Additional Services Terms:

If you subscribe (or are automatically subscribed) to any Additional Services in attachments C to G, the terms below apply alongside the rest of your Agreement.

Attachment C - Mobile Phone Services Terms of Service

General Provisions

1. These Mobile Phone Terms of Service set out the basis on which we provide Mobile Phone Services to you.

2. Additional terms may apply if agreed in writing, particularly for business customers. If so, we will tell you what those terms are. These additional terms will generally be incorporated into the Final Proposal. If there is any conflict between these Mobile Phone Terms and any additional terms, the additional terms will prevail.

3. Our general Terms of Service also apply. If there is a conflict between these Mobile Phone Terms of Service and our general Terms of Service, our Mobile Phone Terms of Service will prevail.

Charges

4. We may vary mobile phone charges from time to time. We will give you reasonable notice of any increase where possible. Current mobile charges can be found on our website on the mobile phone rate card.

Using our Mobile Phone Services

5. You agree that you will:

(a) comply immediately if we ask you to change your handset or other equipment (e.g. mobile phone) if it is not suitable for New Zealand radio networks e.g. it is impacting on radio frequencies of other providers. If you do not comply, we reserve the right to suspend or terminate your connection immediately without further notice.

(b) make sure nothing is connected to our network unless it has a Telepermit (a label showing that the equipment is compatible with our upstream provider's network) or is otherwise approved by us. This helps to ensure that your Mobile Phone does not damage the network, although this does not mean that the network will always remain compatible with your Mobile Phone. It is your responsibility to have a compatible Mobile Phone to use on our network.

Technology and Equipment

6. Our Mobile Phone Services are provided to you using the Spark network. Mobile Phone Services are only available in certain mobile coverage areas. Speeds and coverage will vary and can be affected by traffic congestion, outages and when we work on our networks, as well as interference from external factors such as the weather and radio. Your coverage and speed can also be affected by how you, and your intended recipient, have set up your Mobile Phone.

7. If your Mobile Phone or SIM is lost or stolen, please contact us as soon as possible, preferably by phone, so that blocking your SIM can be actioned immediately. You are responsible for all charges incurred up until the time your SIM has been blocked. It is your responsibility to keep your SIM and Mobile Phone secure by using a PIN number.

8. You acknowledge that access to our Mobile Phone Services is dependent upon your equipment and hardware. If the products you use do not support all of the Mobile Phone Services, we are under no obligation to ensure your access to those Mobile Phone Services.

Mobile Plan Voice and Data Inclusions

9. For plans that include unlimited calling and text messages, this means calls to New Zealand and Australian standard mobiles and landline numbers while in New Zealand. It does not include mobile roaming usage, calls made from outside New Zealand, calls or texts to other international numbers, 0900 calls, operator assisted and directory related services and calls to special numbers which are charged on a minute plus minute basis.

10. All mobile to land (national and international) and mobile to mobile calls made within New Zealand are calculated to the nearest second at 1/60th the appropriate per minute rate, then rounded up to the nearest cent. There is a one minute minimum charge for all calls.

11. Some of our mobile phone plans have Endless Data. This means that you'll have a certain amount of max speed data (for example, 40GB) per month. This is your maximum speed data allowance. Once you've used all your maximum speed data allowance, you will have endless data for the rest of your pack or plan or extra duration, but your speeds will be reduced, which may impact your experience because it will be slower. You may experience some degradation (such as lower video resolution) when watching video, streaming or loading images. Endless plans are subject to fair usage, see Attachment J below.

12. Some of our mobile phone plans have rollover data, where unused data rolls over for up to 3 months. The oldest rollover data is used first, before using your current monthly allowance last. If both are depleted, 1GB top-ups auto-charge apply at the current price as per our Mobile Rate Card on our website each time you run out. To avoid these charges, turn off your mobile phone data in your phone's settings before you run out of your monthly data plan allowance.

13. Data used will be counted against your data plan allowance in whole 10KB packets, with part packets rounded up. Data usage is based on the amount of data transferred (both uploading and downloading).

14. Shared data plans if or when available include bundled Gigabytes (GB) of data. Any unused Gigabytes at the end of the month cannot be carried forward or redeemed.

Fair Use Policy for Mobile Phone Services:

15. You agree that your use of our Mobile Phone Services must be fair, reasonable, and not excessive, as reasonably determined by us from time to time by reference to the average customer profiles and estimated customer usage of our Mobile Phone Services, and you agree you will not use the Mobile Phone Services in a way that is likely to damage or negatively impact the operation of our network.

16. If your usage of the Mobile Phone Services materially exceeds estimated use patterns over any day, week or month (or other period of time as determined by Wireless Nation) or is inconsistent with normal usage patterns, then, in addition to potentially being liable for excess usage charges, your usage may be deemed excessive or unreasonable.

17. No Mobile Phone Service allows for activities aimed at making profit or reselling the Mobile Phone Service or using the Mobile Phone Services in an unfair or excessive way, and any use of the Mobile Phone Services in that way is a breach of this Agreement.

18. For the avoidance of doubt, fair use of our Mobile Phone Services excludes activities such as auto-dialling, continuously call forwarding, tele-marketing, call centres and use of Cellular Trunking Units (including SIM boxes and GSM gateways).

19. If we are of the view that your use of the Mobile Phone Services is excessive or unreasonable, we will contact you to advise you of this. If you do not alter your usage of our Mobile Phone Services in line with our request, we may, without further notice, charge you for the excessive and/or unreasonable element of your usage or suspend, modify or restrict use of your Mobile Phone Services or withdraw access to the Mobile Phone Services.

Miscellaneous

20. Mobile Phone Services on a term commitment will automatically revert to the advertised open term pricing after the initial term has expired. At this time there will be the opportunity to revisit the pricing and term.

21. Shared business data plans include a set allocation of data each month. If you use more than the included data allowance you will be charged and must pay for any usage over the included allowance as detailed in your individual business services agreement.

Roaming

22. Mobile roaming is enabled by default. Roaming packs are auto-added in supported countries to help you avoid expensive casual charges. Casual rates apply in unsupported countries, in-flight or while you are on (cruise) ships. Both casual roaming and Auto-buy Roaming Packs (where available) are enabled for our Mobile Phone Services automatically when you go outside New Zealand. To avoid incurring any roaming charges, switch off cellular data on your phone for the entire time you are away and do not make or take phone calls and do not send any kind of SMS text messages. Alternatively, you can request us to block roaming on your service at least 3 working days prior to you departing New Zealand.

23. An Auto-Buy Roaming Pack will automatically be added to your account when using our mobile phone Service in countries where Auto-Buy Roaming Packs are available unless you advise us in writing or by telephone at least 3 working days ahead of time that you would like this disabled.

24. An Auto-Buy Roaming Pack lasts up to 14 days from when the Auto-Buy Roaming Pack is activated. Data, calls and texts included in an Auto-Buy Roaming Pack can be found on our website.

25. Additional Auto-Buy Roaming Packs will be added consecutively:

(a) as soon as one component of the Auto-Buy Roaming Pack is used up, whether that be the data, calls or texts, or

(b) once the 14 day period has passed.

26. In countries where there are no Auto-Buy Roaming Packs available, as well as on ships and aeroplanes, or where you have requested to disable Auto-buy Roaming Packs, casual roaming rates apply. These charges can be very expensive and add up quickly, so caution is advised when using this option. Roaming can be turned off on your Mobile Phone.

27. Current pricing for both casual roaming and Auto-Buy Roaming Packs can be found on our website. Pricing is subject to change.

Phone Numbers

28. Unless we have agreed otherwise in writing, all addresses, phone numbers, electronic addresses and other codes allocated to you remain the property of us or our upstream provider.

29. We may be required by law or for operational reasons to change the phone number(s) or electronic addresses allocated to you. If this is necessary, we will give you as much notice as reasonably possible of any such change. You do not own your phone number or electronic addresses or have ongoing rights to them, and we will not be responsible for any costs you incur if your phone number or electronic address needs to be changed.

Consumer Guarantees Act and Limitation of Liability

30. If you use another service provider's services during any period when our Services are not fully operational, we are not liable to pay or reimburse you for any amount you may be charged by that service provider.

31. No other network operator and/or third party supplier (including their officers, employees, contractors and agents) will be liable to you for loss or damage of any kind arising from your use of the Services. This clause creates a right and benefit that other network operators and/or suppliers can enforce as a defence to any claim.

32. Apart from the warranties expressly given to you in this Agreement, all other warranties, express or implied, are excluded to the extent permitted by law.

33. Clauses 30-32 above survive termination of this Agreement.

30 Day Mobile Network Coverage Guarantee Terms and Conditions

34. This is our 30-Day Mobile Network Coverage Guarantee. By asking for a refund under this Guarantee, you agree to the terms below.

35. Who is Covered?

(a) This Guarantee is only for Customers who have signed up for a Mobile Phone Services plan with us, and have not had Mobile Phone Services with us before.

(b) The Guarantee does not apply to any existing Mobile Phone Services you have with us.

36. When Can I Claim a Refund? (Eligible Network Issue)

(a) You have 30 days from the date your Mobile Phone Services are first activated to let us know of any coverage issue.

(b) You can claim a refund if there is a material difference in your mobile coverage at a location important to you that stops you from using our network properly, when compared to the coverage map upon sign up. Before this happens, our team will work with you to resolve your Network Issue. If we cannot resolve your Network Issue, you will be eligible for a refund. Our official coverage map must have shown that this important location did have mobile coverage when you signed up for your Mobile Phone Services.

37. This Guarantee is not available if:

(a) Our coverage map clearly showed there was no outdoor coverage at your location when you signed up, or if one of our agents told you this.

(b) Your service issue is due to a temporary problem outside of our control (like a natural disaster or power outage).

38. How to Claim Your Refund:

(a) Report the Issue within 30 Days: You must tell us about your network issue within 30 days of starting your new Mobile Phone Services plan (the Guarantee Period). If you report a problem after 30 days, we will try to help you but the formal Guarantee will not apply, however you can cancel your mobile plan with 5 days notice (subject to any Early Exit fees if a Term plan was agreed).

(b) We will try to fix it: Our team will work with you to try and solve the Network Issue.

(c) Get your refund: If we cannot resolve your network issue within the 30-day Guarantee Period, you are eligible for a refund.

39. Your refund will cover the full cost of Your mobile plan that you paid during the 30-day Guarantee Period. This allows you to cancel your plan and leave without penalty.

40. Your refund will not cover the cost of extra services or charges that are not part of your basic Mobile Phone Services monthly plan fee. This includes:

(a) Any extra data packs you bought.

(b) Charges for going over your plan limits (overage charges).

41. General Information

(a) Limits: You can use this Network Guarantee once every 12 months.

(b) Changes: If we need to change these terms, we will update them in advance. If we think the change is negative for Customers, we will try to let you know ahead of time on our website or in stores.

(c) Your Legal Rights: This Guarantee does not affect any other rights or remedies you may have under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

Attachment D - Scam Guard Terms

1. Scam Guard is software designed by Wireless Nation to help protect our customers from various types of scams. The software has a long blacklist of scam websites and if you accidentally go to one of those web pages, it will appear as blocked. It also shields your computer from a variety of attacks and dodgy software.

2. It protects against some software designed by criminals to harm your computer, network, or users. E.g. a funny video that when it is opened it slows your computer down and steals your passwords and personal information, locks your files and demands a ransom to be paid to unlock it.

3. It protects your computer against some criminals who scan computers to find weak points to take advantage of, much like a burglar going around trying windows and doors until they find one that is unlocked and they break in. Scammers who find a weakness in your computer will break in, stealing data, installing malware, or taking control of your computer.

4. It protects against known phishing scams where someone tricks you into giving them your personal information, like passwords, or credit card numbers. Imagine getting an email that looks like it's from your bank, saying there's a problem with your account and you need to log in to fix it; you click on the link and it takes you to a fake website that looks just like the real thing, and when you enter your login and password the scammer steals those details and quickly enters them on the real bank website, transferring your money to themselves.

5. While no shield can offer absolute protection, Scam Guard is a very important layer of protection against the many scams that Kiwis are falling for every day. Despite having Scam Guard you should remain vigilant, as there is a short time delay between when a new scam appears and when it is added to the list of scam websites to block, and there are always new scams that are yet to be discovered and reported. Scam Guard does not cover all of the types of scams that are out there. If you use VPNs and alternate DNS servers, this can also bypass Scam Guard.

6. You can buy a license to use Scam Guard for a monthly fee (as per our Website) per connection on per eligible Wireless Nation Service. You may be offered Scam Guard when you sign up with us, or if you are an existing customer you can add this service by request on eligible services.

7. There are typically no fixed term contracts for Scam Guard, but there is a one month minimum activation. You must give 5 working days' notice at any time to end Scam Guard. Any pre-paid balance will be refunded.

8. Scam Guard will be available only to residential customers. Business customers can talk directly with us about our options we have tailored to businesses.

(a) To be eligible you must be on either:

(i) a fibre broadband plan; or

(ii) a 4G/5G wireless broadband plan that does not have an (S) after the name of the service on your invoice.

(b) Scam Guard is currently not available on:

(i) mobile phone connections; and

(ii) 4G/5G wireless broadband connections with an (S) after the name of the service on your invoice.

Attachment E - NZMCA Park WiFi Wireless Service

1. By accessing this wireless network ("Wireless Network") which forms one of our Services, you acknowledge that you are over 18 years old, and you have read and understood and agree to be bound by these NZMCA Park WiFi Wireless Terms of Service as well as our general Terms of Service. If you do not agree, do not use our Wireless Network.

2. The Wireless Network service is provided jointly by the NZMCA and Wireless Nation Limited and will be supplied on a best efforts basis, where we make every effort to maintain the connection with reasonable care and skill, but occasionally the Wireless Network service may be temporarily down for reasons outside our control or for maintenance.

3. The Wireless Network service is not filtered. Your access to the Wireless Network service may be blocked, suspended, or terminated at any time for breach of these terms.

4. You agree not to use the Wireless Network service for any unlawful purpose, nor use it excessively beyond 20GBs per day, and agree to be liable to Wireless Nation for any losses as per Terms of Service clause 78.

5. Your name, phone number and email address is collected when you sign in for the purposes of authentication and billing, and if you do not provide these details you are not able to access our Wireless Network service.

6. You have the right to access and correct your personal information that we hold in line with our Privacy Policy, which will be held in a cloud managed by Powerlynx (a software platform used to provide this Wireless Network service) and can be accessed and corrected by contacting Wireless Nation.

7. We will not sell your information to third parties, but parties affiliated with NZMCA or Wireless Nation are able to use this data for statistical or marketing purposes, and it will be shared if requested by law enforcement or Courts.

Attachment F - Premium Technical Support Service (PTS)

What PTS Covers

1. Our standard technical support is free for customers, and covers the connection from us to your modem. If the help you need falls outside this scope, we may offer at our sole discretion and you can choose to use our PTS. PTS is assistance for issues that fall outside our technical support for your connectivity to your modem or mobile phone, such as issues you are having with connecting your devices such as your TV, cell phone and computer to your modem. This includes:

(a) troubleshooting device or software configuration issues;

(b) assessing and attempting to fix software, operating system, and network problems;

(d) support for software and peripherals such as network cards, video and sound cards, memory, hard drives, CD/DVD drives, printers, scanners, and networking devices

2. PTS doesn't cover all products or software. In some cases, we may need to refer you to the manufacturer, vendor or IT specialist. PTS does not include training on equipment or software use.

3. PTS is not a replacement for advanced support offered by manufacturers.

What PTS Does Not Include

4. PTS does not cover:

(a) computer programming;

(b) software development;

(d) general operating system support, configuration, or troubleshooting;

(e) third-party software or personal device hardware issues;

(f) issues caused by improper or unauthorised use or modification;

(g) upgrades of firmware, software, operating systems, or applications.

5. Using PTS does not give you a licence to use any software or equipment. You must have the correct licences yourself.

How PTS Works

6. We may not always be able to diagnose or fix every issue, especially if the problem is caused by manufacturer bugs or unique device configurations. PTS is provided on a best-efforts basis and does not include any warranties beyond those already in this Agreement. We may refuse support for products we do not support. Troubleshooting fees for our PTS time are payable, regardless of whether the problem was resolved or not.

7. Some issues may exist because of unresolved software or hardware problems outside our control.

Before We Can Help

8. You must confirm that:

(a) you have full access and the required licences for any hardware or software involved, and

(b) you have completed a full backup of any important data that may be affected.

9. We are not responsible for any data loss or corruption that occurs during PTS. You confirm that you own or are authorised to use any hardware or software we assist with. PTS is only available to you and people living at your location.

10. You agree to follow our instructions; your cooperation is essential.

11. You give us permission to access and modify your computer, settings (including registry), software, and peripheral equipment as needed to provide PTS.

12. You are responsible for restoring any lost data or programs and for ensuring you do not provide us with confidential or proprietary information.

PTS Purchase

13. If you would like to purchase PTS, we will provide you with a quote for your acceptance before proceeding.

When an Incident Is Considered Resolved

14. An incident is resolved when you receive:

(a) advice or information that solves the issue; or

(b) guidance on how to obtain a solution; or

(d) advice that upgrading a product will fix the issue; or

(e) notice that the issue is due to hardware problems

15. We may give you instructions such as purchasing cables or installing software. Your case stays open until you're ready to continue.

16. Third-party products are covered only by their manufacturer or seller warranties. It's up to you to confirm how those warranties apply, including whether using PTS could void them.

17. PTS is available only to you and those you authorise, and all terms of this Agreement apply.

18. When performing PTS, our liability is limited to that detailed in the terms of the Warranties and Limitation of Liability s75-96 and Indemnification s97-99 sections of the Terms of Service.

Attachment G - Voice Over Internet Protocol Phone Service (VoIP)

1. We only offer VoIP when we also provide the underlying internet connection, and only once we accept your application.

2. VoIP is not a traditional phone service. It is provided on a best-efforts basis, and power outages or other issues outside our control may interrupt service.

3. VoIP relies on your power supply and cannot be used to call 111 during a power cut.

4. VoIP may not work with (old) equipment like home alarms, fax machines, Sky Digital, or medical alarms (e.g., St John).

Your Responsibilities

5. You must not use VoIP:

(a) for anything illegal

(b) in a way that infringes the rights of others

6. You must give us accurate information so we can provide the service and contact you when needed.

7. We may suspend or restrict VoIP if:

(a) you resell the Services

(b) you breach our Fair Use Policy

8. You must keep any VoIP passwords or PINs secure and update them if we request.

9. If your Services end or your number is reassigned, you must stop using any numbers or voicemail services we provided.

10. Your allocated VoIP phone number does not become your property.

11. If we need to change your phone number, we will notify you by email and give as much notice as possible, although we may withdraw or reassign a number at any time.

Porting Your Number

12. You may be able to port your VoIP number to another provider.

(a) You must contact the other provider to initiate the port.

(b) You are responsible for meeting their porting requirements and covering all costs.

13. Porting can only begin after your internet installation has been successfully completed and usually takes 5-30 working days.

14. If your account is inactive for more than one month and you have not ported your number, we may reassign it.

15. If you use another provider while our VoIP service is unavailable, we are not responsible for their charges.

16. Third-party network providers we rely on are not liable to you in relation to the provision of VoIP.

17. Current VoIP calling rates are available at https://wirelessnation.co.nz.

Attachment H - Fees Schedule

Fees in this schedule may change. For the latest information, please check our website. All prices include GST unless stated otherwise.

1. Administration Fee

If you ask us to carry out unusual or extra administrative work, we may agree to do so at our discretion. We'll provide a quote before we begin.

2. Hardcopy Fee

We email invoices to your Primary Email Address and they are also available in your online customer portal and app.

If you want paper copies of invoices, statements, or these Terms of Service, an admin, printing, and postage fee will apply, to be advised at the time of your request.

3. Bring Your Own Device (BYOD) Configuration Service

(a) Remote support: cost estimate provided upon request, service subject to availability.

(b) Onsite support (Auckland only and subject to availability): cost estimate provided upon request.

4. Handling, Packing, and Shipping

(a) Standard small items (e.g., modems) will be charged at the current shipping rate on our website.

(b) Larger or heavier items may incur a higher fee based on size and weight.

5. Other Technical Support

(a) Cost estimate provided upon request, subject to availability.

6. Dishonoured Direct Debit Fee

If your direct debit fails because there are insufficient funds in your account, your bank may charge us a fee. In that case, we may apply a dishonour fee of up to $25 to your account.

7. Residential Early Exit Fees - Term Plans

If you cancel a 12-month fixed-term residential contract early, the early exit fee is based on the total value of benefits, promotions or modem discounts you received when joining. You will be charged one-twelfth (1/12) of the total benefits, promotions and discount value received at the time of sign up for each remaining month of your contract ("Early Exit Fees"). Any Term Plans with a different length are treated following the same principle.

8. Debt collection agency fee

If your overdue invoice is passed on to a debt collection agency, in addition to the unpaid invoice you will also be liable for all charges the debt collection agency applies for their collection services.

9. No-Show Fee

If you aren't present at the scheduled installation time and the installer cannot complete the job, a no-show fee up to the value of the planned installation cost applies. A minimum of 2 business days notice is needed for rescheduling an installation without the no-show fee applying. A new installation appointment will also be charged at the usual rate.

10. Fibre Installation Fees

Fibre Installation Cancellation Fee: If a fibre installation fails due to reasons attributed to you, or you cancel after it has been scheduled with less than 2 business days notice from the installation time, you agree to pay the equivalent of any costs we are charged by our upstream provider(s) that are attributable to this failed installation.

Fibre Call Out Fee: You may be charged for reporting a fibre fault where the fibre infrastructure supplier attends and their investigation finds no fault with the connection, or where the fibre infrastructure supplier passes a charge on to us for fixing the fault. The charge will be passed directly on to you without any extra margin added by us. We will try to let you know the possible costs before the fibre company comes out.

New Fibre Connection Non-Standard Installation Fee: New fibre installations are typically free of charge in fibre coverage areas, however, a non-standard installation will attract a cost that we pass on to you, with an estimated cost provided beforehand upon your request.

11. Antenna Installation Charges

Where we have contacts around New Zealand, we can recommend local contractors for installation, re-alignment, change or de-installation of internet equipment such as external antennas. Regardless of the third party contractor you choose, the contractual agreement including price, specification, indemnification will be between you and the contractor and we are neither responsible nor liable for the third party contractor and their workmanship.

At our sole discretion, we may quote for you and organise the installation to be completed by our own team or a contracted installer.

12. Overuse Charges

If you exceed your monthly data cap:

(a) Automatic or manual data pack top-ups apply at the current rates.

(b) Internet plans automatically top up up to four times with a small data pack to prevent unexpected charges. You can customise auto-top-up settings in the customer portal.

(c) Additional one-off data packs can be purchased anytime. Current data pack sizes and prices are listed on our website.

(d) Mobile Phone top ups on capped plans occur each time data runs out. You can deactivate mobile data on your mobile phone device to avoid using data.

13. Non-standard Work

If your installation requires non-standard onsite work (e.g., special cabling, extra hardware configuration), you'll need to organise a suitable contractor.

14. Failed Installations

(a) Line of sight failure: If installation cannot proceed due to lack of line of sight, travel charges to and from the installer's base apply.

(b) Cancellation onsite: If installation does not proceed due to your personal decision after the technician has arrived, you are liable for all installation costs plus travel charges to and from the installers base.

Attachment I - Service Level Agreement

Agreed Service Levels

1. Network Availability

Network availability measures how often our network is able to send and receive data over a given period. It applies to the part of the service that is within our control; generally the connection from the internet border through to the customer.

We continually monitor network performance and aim for 99.7% availability over each three-month period.

Outages caused by fading, interference, network congestion or using your device outside coverage or similar issues won't be included in the unavailability calculation unless we state otherwise.

In some situations, outages may take longer to resolve than the timeframes normally expected under this Agreement, for example when:

(a) replacement equipment needs to be shipped or installed;

(b) we are relying on upstream providers; or

Scheduled maintenance that occurs between midnight and 7:00am is excluded from our availability calculations.

Residential services are supplied on a best-efforts basis, meaning we always aim to provide reliable service but cannot guarantee availability at all times.

We do not provide account credits for outages unless the outage is due to negligence on our part, for which outages for residential customers are limited to pro-rated compensation for the value of the service lost, where the Service is unavailable for more than 24 hours, as per clause 81. Note overall liability limits apply in clauses 83-87 of this Agreement.

For business customers, a customised Service Level Agreement with different availability targets may be provided. Any such arrangement must be agreed to in writing, otherwise the standard service levels in this clause apply.

2. Fault Reporting and Helpdesk

Our helpdesk is available during the following hours, with these hours subject to change without notice:

(a) Monday to Friday: 8:00am - 8:00pm

(b) Saturdays, Sundays & Public Holidays: 9:00am - 5:30pm

Outside these times, we continue to monitor our network and will respond to outages as soon as possible.

3. Reporting a Fault

When reporting a fault, please provide:

(a) Your Customer Name or Account Number;

(b) The affected service;

(d) Your name and contact number;

(e) The name and phone number of the onsite contact person (if applicable).

4. Fault Prioritisation

When you report a fault, our customer service team ranks them in terms of priority and they are dealt with by our technical team on this basis. As a general rule, widespread outages are prioritised over individual ones; business outages are prioritised over residential ones; and outages are prioritised over slow or otherwise problematic connections.

5. Customer Updates - Outage

In the case of widespread outages we aim to update our Service Status page on our website every hour during the day, and overnight as updates become available. For individual outages, we aim to keep you updated at each stage of service restoration, or you are welcome to call our customer service team for an update.

6. Measuring Network Availability

Network availability is measured based on the total time your service is unavailable due to faults or unplanned outages.

Unless stated otherwise, unavailability starts when you notify our customer service team, and ends when we confirm the fault is resolved.

7. Planned Maintenance

Except in emergencies, we aim to provide at least 5 working days' notice before any planned maintenance.

8. Planned Outages

Planned outages that have been communicated to you do not count towards network unavailability calculations.

9. Service Restoration

We aim to restore services as soon as possible to all customers. Please note that restoration times may be extended if significant travel time is required to reach your site, if we are relying on upstream providers, or if there are circumstances beyond our reasonable control.

Sometimes we may perform a temporary repair to get you back online while a permanent fix is arranged. We may also deploy a temporary or permanent alternative connectivity solution. While such a solution is in operation the time does not count towards the network unavailability calculations.

A repair is complete when your service is returned to full working order.

10. Rural Installation Time

Where we agree to organise a rural installation, we aim to complete Rural Wireless installations within 15 working days. However, because these installations can be complex, potentially involving overseas equipment orders, installer availability, customer availability, and suitable weather conditions, installations may take longer. We do not guarantee specific installation timeframes.

Custom installations or other specialised work will also be completed as soon as possible. However, we cannot guarantee timelines because we often rely on upstream providers to complete certain steps.

Attachment J - Fair Usage Policy

General

1. This Fair Usage Policy (FUP) describes how you and others may use our Services. It ensures we can continue providing fast, reliable, great-value services for all customers.

2. Our Rights Under This Policy: We may restrict, suspend, or terminate your Services immediately if your usage (or the usage of someone accessing the Service through your account) breaches this FUP.

3. You must make sure that your use of the Services, and the use by anyone on your account, follows this FUP. If this FUP is breached, we may:

(a) notify you and ask you to stop or modify the behaviour, or

(b) suspend or terminate your Services, with or without notice. Serious or deliberate breaches may lead to immediate termination, particularly those involving abuse or threats towards our staff.

4. This FUP applies alongside the General Terms of Use. If there is any inconsistency, this FUP takes priority.

5. You must not use the Services for:

(a) Anything unlawful, fraudulent, criminal, or otherwise illegal.

(b) Sharing or transmitting material that is offensive, abusive, defamatory, obscene, indecent, harassing, unlawful, or violates copyright, trademarks, privacy, or any other rights.

(i) you are a sole trader working from home, or

(ii) you are a Business Customer using the Services in the ordinary course of business; and in both cases you still comply with clause (k) below.

(d) Sending unsolicited emails, promotions, offering to sell any goods or services, or transmitting similar messages (except where legally permitted for sole traders and Business Customers).

(e) Creating, transmitting, or storing viruses, corrupted files, Trojans, or similar harmful content.

(f) Activities that invade someone's privacy or cause them annoyance, distress, or nuisance.

(g) Downloading or distributing pirated or improperly licensed software, altering legal notices, or falsifying the origin of files or software.

(h) Doing anything that disrupts our network or Services.

(i) Launching denial-of-service, flooding, or mailbombing attacks against a host or network.

(j) Allowing others outside your premises to access your Services, reselling your Services, or redistributing them in any way.

(k) Using the Services in a way that places an unusual burden on the network (e.g., excessive emails, massive attachments, bypassing security controls).

(l) Creating a false identity for misleading or deceptive purposes.

(m) Running scanners, robots, spyware, open relay software, spiders, or similar tools.

Security and Usage

6. You are responsible for keeping your security details (passwords, PINs, device access information) safe and confidential.

7. You must not share security details or use them to improperly access parts of networks you do not have rights to access.

8. If you share your connection (e.g., with flatmates), all usage counts as your usage.

9. You are responsible for all use of the Services through your account, even if you didn't authorise it, you didn't know about it, or you should have been able to prevent it. We are not responsible for how you or others use the network.

10. It's your sole responsibility to determine whether any of the content accessed via the Services is appropriate for children or anyone else in your household or office to view or use even if your modem comes with filtration software, as no software is capable of filtering everything.

Excessive Network, Mobile Phone Service or VoIP Usage

11. You may make unlimited NZ landline calls (VoIP), or unlimited NZ/AU standard line phone calls or SMS or use endless data (mobile plans), or use unlimited internet ("no data cap"), but usage must still fall within average customer use patterns.

If your usage is impacting other customers, we may:

(a) warn you in writing; or

(b) slow your connection or prioritise other customers; or

12. The following activities may lead to termination of your Services:

(a) Attempting to or accessing accounts, systems, or networks without permission, spoofing IP/DNS/URL details, or attempting to bypass security.

(b) Sending unwanted communications (spam, flaming), or performing denial-of-service attacks.

(d) Introducing viruses, worms, Trojan horses, or harmful code.

(e) Engaging in conduct that is defamatory, fraudulent, obscene or deceptive.

(f) Violating copyright, intellectual property, or proprietary rights.

(g) Taking actions that harm our network, the internet in general, or other internet users.

(h) Generating excessive email or other traffic beyond normal use.

(i) Violating any of our policies, rules, or guidelines.

(j) Using the Services to send or distribute any illegal content such as child exploitation material, hate content, or other content that is obscene, racist, violent, or discriminatory.

Copyright Infringement & Repeat Infringer Policy

13. You must not store or share content using our Services that infringes the copyright or other intellectual property rights of a third party.

14. We may suspend or terminate your Services under the Copyright (Infringing File Sharing) Regulations 2011 if your conduct meets the criteria under this legislation or any other relevant New Zealand legislation.

15. If you believe someone has shared or stored copyrighted material improperly, please write to:

Legal Team

Wireless Nation

P.O. Box 91359

Victoria Street West

Auckland 1142

New Zealand

Copyright Infringing File Sharing

16. The Copyright (Infringing File Sharing) Amendment Act 2011 prohibits the illegal sharing of copyright material online. We want you to understand what this means and how it may affect you.

What is infringing file sharing?

17. Copyright protects original works such as music, movies, television programmes, books, software and other creative content under the Copyright Act 1994. The Act allows Copyright Owners to take action against people who illegally upload, download or share copyright material using file sharing applications or networks.

18. If copyright material is shared using your internet Service, the Copyright Owner may issue an infringement notice against you and may take legal action. This could result in financial penalties or other remedies under the Copyright Act.

19. As the account holder, you are responsible for activity carried out using your internet connection, regardless of who was using it at the time.

20. If we receive a valid infringement notice from a Copyright Owner under the Copyright (Infringing File Sharing) Regulations 2011, we are required to process and issue that notice to you, as the account holder.

21. We do not disclose your personal information to Copyright Owners unless authorised by you or required by law.

22. You can reduce the risk of infringement by:

(a) Securing your WiFi network with a strong password.

(b) Ensuring anyone using your internet connection only downloads or shares content legally.

Challenging an infringement notice

23. If you receive an infringement notice and believe it has been issued in error, you may submit a challenge using our infringement notice challenge form enclosed with the notice.

(a) Only the account holder may submit a challenge.

(b) We will forward your challenge to the Copyright Owner for consideration.

(d) We will notify you of the outcome using the contact email address on your account.

(e) Your personal account details will not be disclosed to the Copyright Owner unless required by law.

Attachment K - Privacy Policy

1. Your privacy is important to us. This Privacy Policy explains how we collect, use, and share your personal information in line with the Privacy Act 2020, and outlines your rights under that Act.

2. To help improve our services and keep our premises secure:

(a) Phone calls to and from our office may be recorded for quality assurance and training.

(b) CCTV cameras operate in our offices and storage facilities for security purposes.

(c) We use an artificial intelligence (AI) chatbot Pearl (powered by Social Intents and OpenAI) to provide real-time support on our website. When you use this chat feature, we collect your chat transcripts and any personal contact information you provide (such as your name, mobile number and email address) to resolve your enquiries, follow up on your requests, and improve our customer service. Your conversation data is processed by our third-party AI providers strictly to facilitate this service and is not used to train their public AI models. Pearl can also redirect your enquiry to one of our friendly customer service team at any time who will be able to view your chat history.

3. By using our Services, you agree that we may contact you about:

(a) your account,

(b) technical updates,

(d) our products.

4. We may communicate with you via email, SMS, phone, or other communication channels, including platforms provided by third parties.

5. What Information do we Collect? The personal information we collect from you may include:

(a) your name and date of birth;

(b) your Primary Email Address and any other email addresses you provide;

(d) contact phone numbers;

(e) your IP address;

(f) information you provide when contacting us or using our Services;

(g) service performance information related to your connection;

(h) your credit card number;

(i) your bank account number; and

(j) any other personal information you may pass on to us through the course of our interactions.

6. We also collect information from your interactions with us, including:

(a) online activity, such as website pages viewed, buttons clicked, blogs read, and contact form submissions (via tools like Google Analytics); and

(b) offline interactions, such as meeting notes and recorded phone calls.

7. If you decide not to provide certain personal information, we may not be able to:

(a) respond fully to your enquiries,

(b) personalise your experience on our website,

8. We only collect and keep personal information where we have a lawful purpose to do so. We use your information to:

(a) deliver and support our Services,

(b) communicate with you,

(d) meet our legal and regulatory obligations.

9. We collect personal information through your interactions with us, including when you:

(a) fill in a contact form on our website;

(b) email us using the addresses listed on our website;

(d) browse our website, including through the use of cookies (see the Cookies section below for more information);

(e) sign up for Plume through Wireless Nation - in this case, certain information is also collected by Plume Design, Inc. in line with their own terms and conditions: click here;

(f) apply for a job with us.

10. We collect your personal information so we can:

(a) display website content in the best way for you and your device;

(b) provide updates about outages, services, and products you request;

(d) let you know about changes to our Services;

(e) run advertising and marketing campaigns, both online and offline.

11. We collect and use personal information so we can provide our Services and operate our business effectively.

12. Where is Personal Information Kept? Any personal information we collect is kept at our offices at Level 1, 2 Fred Thomas Drive, Takapuna, Auckland and/or on cloud services we use.

13. Financial Hardship Requests: Where you ask us to consider a request for financial hardship assistance or a variation to your contract, we may collect information reasonably necessary to assess your request. This may include documents that verify your financial circumstances such as evidence of income, employment status, benefit entitlement, or other relevant information. We will only collect information that is reasonably necessary for this purpose, use it solely to assess your request (or as otherwise permitted or required by law), and keep it secure in accordance with the Privacy Act 2020. If you choose not to provide the requested information, we may be unable to assess your request or offer hardship assistance.

14. We may use or share aggregated business intelligence that does not identify individual customers.

15. We will never sell, rent, or trade your personal information to third parties. We will only disclose your personal information to third parties in the following situations:

(a) Service providers:

To trusted vendors, contractors, or agents who provide products or services on our behalf, where sharing your information is necessary to deliver those Services.

We do not share information collected for network performance monitoring or technical support outside our authorised providers.

(b) Trusted partners (e.g. NZMCA) for the purpose of auditing payments that they receive from us that arise from the partnership, and to enable the trusted partners to inform their members or users about relevant services from us

If you are in breach of an agreement with us and payments are overdue.

(d) Legal and regulatory requirements:

Where disclosure is required by law, regulation, court order, or during legal investigations.

This may include requests from New Zealand Police or other enforcement agencies under the Privacy Act, a Production Order, or a Search Warrant relating to suspected illegal activity.

Where required, we may provide information such as account details, user identity, connection data, images, or other relevant information in line with the law.

(e) With your permission:

To any person or organisation you authorise us to share your information with.

16. Opt Out of Marketing: If you would like to stop receiving marketing communications from us, you can opt out at any time with the unsubscribe button on emails or by contacting our team using the details on our website.

17. When you interact with our website, emails, or marketing, we may collect certain information using cookies, pixels, and similar technologies. These tools help us understand how people use our website and allow us to improve content and advertising relevance.

18. Marketing Tools: The tools we use may include:

(a) Google Analytics

Helps us understand how visitors find and use our website (for example, pages viewed, forms submitted, blogs read, or videos watched).

(b) Google Ads and Bing Ads (including remarketing)

Allows us to show ads to people who have previously visited our website while they browse other websites.

Provides anonymised insights such as general age ranges, gender, and interests of website visitors.

(d) Meta Advertising (Facebook & Instagram)

Uses cookies and pixels to help us show ads to people who may be interested in our Services and to measure how those ads perform.

(e) HubSpot

Our customer relationship and marketing platform, used to manage contact forms, email communications, and website analytics.

19. The information collected through these tools is anonymous. We do not see your name, physical address, or contact details unless you choose to provide them (for example, by filling in a form).

20. Instead, we see a non-identifiable "virtual profile" that helps us understand general trends and improve:

(a) website performance,

(b) customer experience, and

21. We use online and digital tools for the following reasons:

(a) Website Performance and User Experience:

(i) To understand how people use our website;

(ii) To identify where visitors may have trouble or leave the site;

(iii) To improve page layout, forms, and navigation so the site is easier to use.

(b) Marketing and Advertising:

(i) To show you relevant advertising on platforms like Google, Bing, and Meta;

(ii) To reach people who have previously visited our website ("remarketing");

(iii) To send personalised email communications through HubSpot, where you've chosen to receive them.

22. You're always in control of whether you share this information. You don't have to accept cookies, and there are several ways to manage them through your browser:

(a) You can choose not to accept cookies, although some features or services may not work properly if you do.

(b) If you delete cookies or clear your browser cache, you may be asked to give your consent again, as cookies are often used to remember your preferences.

(d) You can also block cookies entirely by adjusting your browser settings before visiting our website (most browsers support this).

23. For more information about cookies and how they work, you can visit the ICO website.

24. Applying for a Role with us: If you apply for a role with us, we will keep your personal information and application materials for up to two (2) years from the date the recruitment process closes.

25. We do this so we can:

(a) assess your suitability for future opportunities, and

(b) maintain an appropriate record of our recruitment process.

26. If you would like your information deleted sooner, you can contact us and we'll action your request in line with our legal obligations.

27. If you are successful and become an employee, your personal information will then be managed under our separate Privacy Policy for Team Members.

28. Protecting your Information: We take reasonable steps to ensure your personal information is:

(a) protected against loss, damage, misuse, or unauthorised access. Access is limited to people who need the information to perform their role; and

(b) accurate, up to date, complete, relevant, and not misleading.

29. You have the right to ask us:

(a) whether we hold personal information about you, and

(b) to access any personal information we hold.

To make a request, please contact our team using the details on our website.

30. Correction of Information: If you believe any personal information we hold about you is incorrect, incomplete, or out of date, you can ask us to correct it. Please contact our team using the details on our website and we'll update our records. We may ask for verification, documentation or proof to ensure your account stays secure.

31. Notifiable Breach: We will notify you if we become aware of any Notifiable Privacy Breach that affects any information you have provided to us and where the Privacy Act 2020 requires individuals and/or the Privacy Commissioner to be notified. We will co-ordinate and consult with our upstream provider on the contents of any such notification(s) where applicable.

32. Contact our Privacy Officer: If you'd like to contact us about anything related to privacy, you can reach our Privacy Officer at:

Wireless Nation - Privacy Officer

(09) 280 3672

privacy.officer@wirelessnation.net

33. Any personal information you provide to us is governed by this Privacy Policy, which is available on our website and may be updated from time to time.

Attachment L - Website AI Chatbot "Pearl"

1. Pearl is an AI chatbot powered by Social Intents and OpenAI) designed to help assist with general enquiries. The questions you enter into Pearl are processed by our website and by our trusted third-party AI service providers. During business hours, our customer service team may take over the ongoing chat between you and Pearl to give you a more personalised service.

2. Please do not enter personal or sensitive information into the chatbot. This includes (but is not limited to):

(a) banking or payment details;

(b) health details;

If you do enter personal information, it will be collected and may be accessible to Wireless Nation and our third-party AI providers. Once submitted, this information cannot be deleted.

3. Pearl is a new tool and is still being improved. This means that, from time to time, it may provide responses that are incorrect, incomplete, or not relevant.

4. If this happens, Wireless Nation may correct the response, and the information provided by Pearl should not be relied on without verification.

5. If you're unsure whether a response is correct, please contact us via phone or email and we'll be happy to help.

6. To help us improve Pearl and our website content, the questions you ask and the answers provided are logged with a timestamp. Our team may review these logs from time to time to improve the chatbot's accuracy and usefulness.

Complete Connectivity Solutions Backed By Excellent Customer Care.