These terms and conditions apply to all services provided by FredNet Limited (referred to as Us, Our, or We) to you, our customer (referred to as You).  Please note that not all services are available in all areas.

General Terms

• Fair Use: All services are subject to our Fair Use Policy.

• Single Dwelling: Connections and plans are for a single dwelling only, unless prior arrangements are made with us.

• Connection Speeds: Speeds may vary due to factors like location, line-of-sight, and interference.

• Installation: Outdoor installations depend on weather conditions and installer availability.

• Ownership of Equipment: All equipment remains our property unless otherwise stated.

Installation Terms

You agree that:

• A standard Fibre installation connects to the ONT with activation by FredNet.

• Installations and repairs will incur a travel fee km plus labour costs.

Payment Terms

• Installation fees are payable upon completion unless a payment plan is requested.

• By agreeing to our terms, you authorise us to verify your creditworthiness as required under the Privacy Act 2020.

• Accounts overdue by 40 days may result in service suspension.

• Collection costs for overdue accounts are payable by the debtor.

• If your account is closed, the debt may be sent to a collection agency, impacting your credit rating.

Network Terms & Conditions

• Service Provision: We will provide broadband internet to your premises as a base service.  Add-ons are available at your request and at agreed pricing.

• Cancellation Rights: We reserve the right to cancel your connection at any time.  Any outstanding charges must be paid up to the cancellation date.

• Liability: We are not liable for damage to your devices or network resulting from connection to our services.

• Traffic Management: We may manage, shape, or monitor traffic on your connection as needed.

• Plan Adjustments: We may adjust your plan based on your usage patterns.

• Privacy: We will not share your personal information unless required by law.  Refer Privacy Policy.

• Service Reliability: We strive to provide services 24/7, but disruptions may occur due to maintenance, third-party issues, or force majeure events.  We will notify you in advance where possible.

• Third-Party Infrastructure: Our network relies on third-party infrastructure (e.g. Chorus or Enable).  We are not responsible for disruptions caused by this infrastructure.

• Third-Party Links: Our service may link to third-party websites.  We are not responsible for their content or privacy practices.

Fair Use Policy

Unlimited plans are for single dwellings only and cannot be shared across multiple residences, even if on the same property.

Customer Responsibilities

• You agree not to tamper with or damage our network equipment or use it for illegal purposes.

• You must not remove or damage equipment when vacating a rental property.

• All accounts must be paid on time unless otherwise agreed.

• You have the right to request or update the personal information we hold about you.

Cancellation Policy

• There is a standard 30-day notice period when you cancel FredNet services. The notice period starts from the day you let us know you want to cancel.

• To cancel your services, email our team at info@frednet.co.nz

• If you have chosen to take a FredNet Router on a rental term and cancel within 12 months an early termination fee of $100 will apply.

Equipment Return Policy

• Modems provided by FredNet Limited under a rental agreement remain the property of FredNet Limited at all times.

• When your broadband service is terminated or cancelled, you are required to return the modem/router in good working condition to the return address supplied during the cancellation process.

• If the equipment is not returned, or is returned damaged or non-functional, additional charges may apply to your account.

Fault Diagnostic Fees

If you need a technician to investigate or fix a fault at your property, charges may apply depending on the situation.

When a Fee May Be Charged

You may see a charge on your bill if:

• The fault is caused by equipment inside your property

• No fault is found

• The technician arrives as scheduled but can’t access your property

Technician Costs

• Fault Diagnosis Fee: $110 (incl. GST)

• Labour Rate: $22.50 per 15 minutes (incl. GST), plus material costs if required

What to Expect

Before any repairs are made, the technician will explain the issue, what’s involved, and provide an estimate of the cost. You can then choose whether or not to proceed with the repair.

Note: The fault diagnosis fee applies even if no repairs are carried out.

Website Usage

We retain all intellectual property rights on our website, including data, information, documents, and media.  You are authorised to use these materials only for their intended purposes, provided all fees are paid in full.

Liability

• All warranties and representations (express or implied by law) are excluded to the full extent permitted by law.  The Consumer Guarantees Act 1993 does not apply if you acquire services for business purposes.

• We are not liable for any special, indirect, or consequential damages.

• Our liability for any claim is limited to the amount paid by you in the month preceding the claim.

• If both parties are found liable for any loss, damage, liability is proportional to the extent of each party’s contribution.

• Legal proceedings must commence within 12 months of the date on which you became aware (or should have become aware) of the act or omission that gave rise to the claim.

If you have any questions or concerns about these terms, please contact us at:

Email Address:              info@frednet.co.nz

Phone:                            0800 373 3583

Address:                         23 Tahuna Street, Christchurch 8061

Postal Address:             PO Box 3019, Christchurch 8014