Zeronet Broadband Money Back Guarantee

✅ Steps You Must Follow to Be Eligible

To ensure your claim is eligible, the following process must be followed:

1. Issue Identification
   You must notify Zeronet of the service issue and express your dissatisfaction.

2. Resolution Period
   You must allow Zeronet a minimum of 7 days to investigate and attempt to resolve the issue before a refund is considered.

   • The 7-day resolution period starts when Zeronet acknowledges your claim.

   • If Zeronet is unable to contact you on any day during this period, that day will not count toward the 7 days. You will be notified by email if contact cannot be made.

3. Technical Assessment
   Zeronet will work with you to diagnose and resolve the issue during the resolution period.

4. Escalation (if needed)
   If Zeronet confirms the issue has been resolved but you still disagree, you can escalate your claim to:
   📧 complaints@zeronet.co.nz

5. Cancellation (if applicable)
   If your claim is declined and you still wish to cancel, Early Termination Fees (ETFs) may apply as per our Terms and Conditions.

❌ Situations That Make You Ineligible for the Guarantee

You will not be eligible for the Broadband Money Back Guarantee in the following situations:

• You change your mind after the service is activated (i.e. no technical issue reported).

• You do not allow Zeronet the full 7-day resolution period to address the issue.

• The issue is considered resolved by Zeronet, and you cancel before escalation.

• You used the service and experienced performance issues but did not follow the resolution process.

🚫 When the Guarantee Does Not Apply Due to Service Availability

The Broadband Money Back Guarantee does not apply in situations where service delivery is not possible due to factors discovered after sign-up, including:

• Fibre services are found to be unavailable at your address after sign-up.

• There are consent or property access issues (e.g. landlord refuses fibre installation).

• Your address is later reclassified as a business address by the Local Fibre Company (LFC), but you signed up under a residential plan.

Important Notes

• Refunds are only issued if the service is activated, a valid issue is reported, and the proper process is followed.

• If you cancel without following the proper procedure, early termination fees will apply.